Marissa Vasquez Email & Phone Number

Houston, Texas, United States

Houston, Texas, United States

• Wrote and implemented job descriptions for Business Development team for Marketplace
• Wrote and implemented key performance indicators for employeeso Inbound call handlingo Sales conversion rateo Call quality o License achievement per employee and re-certification
• Oversight of Business Development team o Review of call metrics and adjustments as needed to meet service level expectationso Review of Sales Pipeline to ensure Sales quotas are meto Review of… Show more
• Oversight of Business Development team o Review of call metrics and adjustments as needed to meet service level expectationso Review of Sales Pipeline to ensure Sales quotas are meto Review of call quality assurance.
• Oversight of Business Development Coacho Review weekly coaching and development plans for each team member o Review of scorecards and adjustments as needed to ensure KPIs are being meto Review of trends and adjustments.
• Manage large and mid-size projectso Create and implement reporting at the employee, team and department levelo Partner with Information Systems to implement Salesforce to capture lead to conversion lifecycleo Created.

Houston, Texas, United States

• Responsible for providing operational relationship management and oversight between Community and third-party vendors for all lines of business to include CHIP, Medicaid, Marketplace, Employee Retirement System of.
• Planned and ad-hoc site audits to ensure vendors were meeting contractual obligations
• Developed Reporting to ensure vendors meet SLA’s
• Created Key Performance Indicators per vendor tied to performance and budgetary… Show more
• Created Key Performance Indicators per vendor tied to performance and budgetary objectives
• Conducted weekly/monthly meetings with vendors to review performance standards

Houston, Texas, United States

• Call center Manager over all lines of business to include CHIP, Medicaid, Marketplace and Employee Retirement System
• Responsible for the daily operations of the Call Center with up to 50 direct reports
• Coaching and development of Team Leads to include one-on-ones to establish strong foundational department processes and procedures
• Developed and implemented Key Performance Indicators for Leads and Call Center agents
• Developed and implemented employee… Show more
• Developed and implemented employee scorecards