Marissa Lemaster Email & Phone Number

Dedicated support role assisting the Sr. Account Support Manager in leading theAccount Support Team and guiding eligible sales representatives through Pre-Saleprocesses. Serve as a dependable backup for the team and other Supervisors,ensuring smooth operations. Lead a subgroup of the Sales Account Support team,providing clear vision, coaching, and feedback to drive performance. Responsible forhandling escalations, resolutions, and offering feedback for continual processenhancement.

Facilitate collaboration with National Account Managers, Program and ProjectManagers to streamline site surveys, manage design requests, and assist in preparingsales documents. Conduct proactive client care calls to uphold high levels of clientsatisfaction for both internal and external customers. Ensure timely preparation offormal correspondence in response to customer inquiries, forwarding to relevantdepartments as necessary. Effectively manage escalated customer calls to addressissues promptly and maintain client satisfaction, while executing management-directedprojects to enhance customer service and operational effectiveness.

Manage telephone inquiries from members, doctors, and clients, providingcomprehensive information on plans, products, and services. Assist members innavigating plan details, accessing doctor lists, understanding expenses, resettingpasswords, and processing out-of-network claims. Handle customer complaints andgrievances efficiently, acting as the team's case champion by guiding members oncase handling and providing coaching. Support the Telecommuting Team byparticipating in skill development to foster personal and team growth.

Managed reporting and audits for Modification Teams, ensuring accuracy andcompliance while providing constructive feedback and coaching to Representatives toenhance performance and customer service. Effectively resolved verbal and writtencomplaints from clients. Reviewed and approved modification agreements anddenials, offering alternative solutions for borrowers in financial distress, and providingfinancial counseling and long-term solutions to address concerns and goals. Utilizedvarious collection software applications to access and analyze customer accountinformation efficiently, while orienting, training, assigning, and coaching employees tomaintain team productivity and effectiveness.

Managed inbound call distribution and dispatched customer calls for department handling Tracked inventory and sales report quotas for sales associates Performed service orders and filed sales results Handled all customer complaints and provided customer account resolution Follow up on all scheduled service and sales appointments Managed data entry for all sales orders, inventory tracking, parts ordered, and service performed

Delivered prepared sales talks, reading from scripts that describe products or service in order to persuade potential customers to purchase a product or service or to make a donationAdvised present or prospective customers by answering incoming calls on a rotating basis; operating telephone equipment, automatic dialing systems, and other telecommunications technologies Accomplishes work requirements by orienting, training, assigning, scheduling, and coaching employees Meets work standards by following production, productivity, quality, and customer-service standards; resolving operational problems; identifying work process improvements