Mark Marquez Email & Phone Number

Omaha, Ne, Us

Omaha, Ne, Us

Responsibilities:* Monitoring EDI (electronic data interchange) systems, controls and Enterprise processes* Work with IT, team leadership and business to assure all EDI-related projects represent Enterprise needs* EDI internal expertWhat I Do:Serve as Product Owner for EDI delivery team on all projects, to include oversight in the development and prioritization of project requirements, and all Agile duties of the Product Owner role. Collaborate with key business stakeholders on initiatives and coordinate between business and IT on all projects.Serve as EDI technical consultant for Enterprise initiatives. Serve as EDI Subject Matter Expert on all systems. Interact with business and IT in developing and maintaining appropriate controls. Gather business requirements, flowcharting system and business processes, and monitoring all projects.Identify operational deficiencies within processes and systems that put EDI-related departments, operations controls, or BCBSNE customer relationships at risk.Backup the Provider Services Operation Support Specialist in assisting with daily backlogs.

Omaha, Ne, Us

Responsible for providing support to client services by analyzing and detailing client needs;leverage multiple West technologies to ensure clients expectations are met or exceeded; identifyany deficiencies that will need to be overcome to provide an efficient and reliable solution;maintain working knowledge of West technical capabilities; partner with client contacts andinternal departments before finalizing requirements to ensure successful delivery

Responsible for building a strong partnership with assigned clients and continuously strive toimprove the level of overall service that West is providing; serve as a client advocate ensuringquality and delivery of service and that all issues client or internal, are followed through toresolution in a timely manner; maintain current and up-to-date knowledge and documentation ofclients equipment, technology, programs, SLA's, contractual agreements and business objectives;lead internal and external discussions to ensure all established timelines are met and that otherteams and departments are performing their activities on behalf of the client in an efficient andtimely manner; regularly analyze program performance in conjunction with Client's businessgoals to provide consultative advice regarding West's suite of business solutions.

Chicago, Illinois, Us

Manage, coach and develop the Online Banking Team. Sustain and improve monthly call metrics, monitor and coach to preferred Quality Assurance behaviors, develop employees via daily coaching and 1-on-1 meetings, and engage and motivate all team members. Institutionalize Sales Opportunities strategy and coach to effective Product Offering behaviors. Manage and resolve all team member disciplinary matters and ensure acceptable attendance point totals are maintained by each Online Banking representative. Supervise and/or respond to fraud alerts (fraudulent enrollment, compromised online banking profile notification).

Monroe, La, Us

Lead Process Analyst / QA Manager (2 years)Execute and all tasks, projects and initiatives assigned. Include and collaborate with all necessary internal department and external vendor partner resources. Provide periodic progress updates and recommendations to executive leadership. Successfully complete all tasks, projects and initiatives assigned. PM for Employee Lifecycle Management initiative – improved employee turnover via Employee Retention Bonus Program and tweaking training curriculum. Core team member of IdeaQwest Employee Suggestion initiative – received over 3,000 ideas and Top 5 voted ideas were held for future strategy planning. QA Supervisor – Redesigned, trained and institutionalized new Loyalty Center QA Scorecard and associated scoring criteria and definitions documentationSocial Media Strategy (2 years)Successfully create and manage Qwest’s online social media presence using all available platforms and tools. Improve perception of Qwest brand, build the community, create new revenue source. Created TalkToQwest Social Media Engagement Team and all processes and M&P’s to be followed Improved online brand sentiment 14% points from 01/2009 thru 09/2010 Facebook page fan “likes” has reached 7,931 in just over 1 year’s time. Twitter follower count at 3,620. Both showing sustained upward trajectory.

Monroe, La, Us

Manage, coach, train and develop all team members assigned. Sustain and improve monthly sales metrics, monitor and coach to preferred Quality Assurance best practices, develop employees via frequent 1-on-1 meetings, and engage and motivate team members assigned. Manage all team member disciplinary matters and ensure acceptable attendance is demonstrated by each employee. Lead by example. 2006 Destination Ovation Winner – top 10% in sales of all mass markets coaches Member of initial Sioux Falls Loyalty Center management team – interviewed and hired initial center staffing of 150 representatives – provided initial training and brought center to production

Monroe, La, Us

Manage, coach, train and develop all team members assigned. Sustain and improve monthly sales metrics, monitor and coach to preferred Quality Assurance best practices, develop employees via frequent 1-on-1 meetings, and engage and motivate team members assigned. Manage all team member disciplinary matters and ensure acceptable attendance is demonstrated by each employee. Lead by example. Selected as Acting Team Leader from pool of 16 coaches Delivered Coaching Skills and Readiness Level training to Sioux Falls/Sioux City management teams

Monroe, La, Us

Meet and sustain sales and call center metrics expectations. Assist customers with billing and/or service questions and sell all available products on every call when applicable. Adhere to all Quality Assurance scoring criteria using best practices as instructed. Call Flow SME – delivered 3-week training to peer consultants in other call centers – consultants utilizing training experienced 20% lift in revenue per call Selected to mentor peers after quickly demonstrating desirable sales techniques and exceeding sales metrics expectations

Manage, coach, train and develop all team members assigned to respond to customer inquiries regarding their PayPal accounts. Coach to preferred Quality Assurance best practices, develop employees via frequent 1-on-1 meetings, and engage and motivate team members assigned. EKG Manager – mentored 20 assigned team members, 5 of which were promoted to management Key member of management team - assisted with interviewing and hiring to bring call center to full staffing and production

Manage, coach, train and develop all team members assigned to process credit applications. Manage all team member disciplinary matters and ensure acceptable attendance is demonstrated.

Processed medical insurance documents via dictaphone transcription.