Marques Brown Email & Phone Number

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.

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.
• 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.

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.

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.

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

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

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