Marques Brown Email & Phone Number

Orlando, Fl, Us

Phoenix, Az, Us

Phoenix, Arizona, United States

• Coordinate Practice-Level Activities: Act as the main point of contact for assigned cardiovascular clinics, ensuring the successful implementation and utilization of IronRod Health’s product and service solutions.• Collaborate with Sales and Clinical Teams: Work closely with Sales Representatives and Field Clinical Representatives to support practice growth and performance.• Monitor Clinic Utilization: Track and monitor the use of IronRod’s remote patient monitoring systems and medical devices within clinics to ensure optimal efficiency and compliance.• Practice Development: Develop customized plans to enhance practice performance, providing ongoing support to achieve practice-specific goals.• Training and Education: Provide training and educational resources to healthcare providers to increase product adoption and ensure effective utilization.• Relationship Building: Develop and maintain long-term relationships with key decision-makers, ensuring customer satisfaction and loyalty.• Data Analysis and Reporting: Analyze clinic performance data and provide regular feedback to management, identifying trends, opportunities, and areas for improvement.• Compliance: Ensure all clinical activities and product implementations are in line with company policies, as well as industry and regulatory standards.

Phoenix, Arizona, United States

• Managed the efforts of a dedicated customer service team to create raving fans for GradGuard through the delivery of outstanding service to our customers. • Managed a robust summer internship program to ensure we can maintain our high service standards throughout our busy summer season. • Developed a sales-oriented culture that drives multi-product adoption by ensuring every touchpoint is an opportunity to educate students and parents about the risks of college life and how GradGuard can help protect their financial investment in college. • Instilled a culture of accountability throughout our contact centers where each employee feels a sense of urgency and passion for meeting our customer needs. • Cultivated the voice of our customers and ensure that voice is delivered consistently across all member touchpoints including phone, email, text, and social media • Implemented comprehensive employee education infrastructure that develops deep product knowledge and technology capabilities across the full-time staff and summer intern teams. • Managed robust compliance and self-audit processes to ensure the member experience team • Consistently communicated information correctly and operates within the established regulatory and insurance partner parameters.

Phoenix, Arizona, United States

• Oversaw a department of 65 Customer Service agents, 6 Team Leads, 6 Supervisors and 1 Trainer split between two regions of the country.• Executed local strategic and operational plan in support of business segment customer service objectives and initiatives. • Planned, directed, and implemented procedures that will assure a high level of customer access and satisfaction. • Responsible for the quality and effectiveness of own team and related teams, identifying and resolving technical, operational and team problems. • Oversaw the operations in a local service center handling a customer service function, which may include claims, member or provider services, billing, enrollment, accounts receivable and implementation services. • Developed, monitored, and reviewed performance reports and service performance trends for each account against the plan and recommends specific actions or remedies as necessary. • Developed and maintained strong collaborative relationships within operations as well as with patient management, Sales and Marketing, PSS, Underwriting, Utilization Management, and network management in establishing appropriate service level agreements. • Developed, trained, evaluated, and coached staff to provide cost effective member service processing and customer service while ensuring that quality standards are met. • Assessed individual and team performance on a regular basis and provide candid and timely developmental feedback; monitors training plans and ensure training needs are met.

Chandler, Arizona

 Continuously exhibited and upheld Core Values of Integrity, Accountability, Communication and Teamwork, Innovation and Customer Service* Supervised claim files handled by 25-35 direct reports* Reinforced quotas, set goals, and created sales initiatives* Implemented the program design and execution of the handle time efficiency for claims intake* Piloted and implemented new software programs for virtual tasks for WFH employees* Performed initial analysis of coverage, liability and damages on claims assignments* Managed employees’ attendance, time-sheets and responsibilities* Coached representatives to achieve KPI goals and efficiency in claim handling* Conducted annual reviews with associates in developing career growth* Conducted the conditional interview and I-9 processing of recruited prospects

Tempe Az

• Created all internal and external print and media communication documents for distribution to employees• Created, maintained and distributed on-boarding schedule for new employees• Submitted workstation enhancement requests for employees • Created, maintain and submitted analytical expense reports • Initiate employee record changes and corrections in Manager Self Service (MSS)• Scheduled interviews and video-conferences• Created and maintained function organizational charts and product enablement distribution lists• Maintained employee calendars and the housing of all MS/Skype/Teams documents• Scheduled all travel logistics and room reservations for meetings, conferences and business trips

Bloomington/Normal, Illinois Area

• Delivered training and presentations on high volume/low complexity training topics• Assisted in the creation and implementation of onboarding and I-9 forms for new hire processing• Supervised, facilitated and coached new hire teams ranging from 15-30 associates at a time• Created recruitment strategies for associates• Developed expertise facilitation skills and the ability to organize and prioritize multiple training assignments• Used technical proficiency with a variety of audio-visual media and equipment to present training• Applied strong organizational and prioritization skills to training facilitation• Demonstrated effective oral and written communication skills when interacting with internal business partners thorough knowledge of all procedures and workflows

Bachelor Of Arts (B.A.), Corporate Communication/Interpersonal Communication

Activities and Societies: Forensics Speech Team Student Shadow Program

Associate Of Arts (A.A.), Mass Communication/Media Studies

Activities and Societies: Forensics Speech Team Residential Assistant Readers Theatre

Education record