Merrie Marks Email & Phone Number

New Durham, NH, US

• Manage a portfolio for the Independent Agent group comprised of Safeco Gold, Safeco Underwriting, Safeco Agency and Liberty Mutual Business Lines (millions of calls annually)
• Relationship Manager – dedicated lead for deep dive operational performance assessments and targeted listening requests
• Determine resources and support needed for projects, develop evaluation assessment and analyze results and then package up in a PowerPoint presentation complete with recommendation for improvement and cost savings for.
• Lead and participate in advanced special projects supporting profit, growth, product, and continuous improvement initiatives
• Lead in roll out of new call recording and quality system to front line, supervisors and management

• Work with quality review teams to ensure consistent approach to selection and handling of reviews
• Lead analyst to build and maintain a new quality program for Premium Audit, Premium Audit Customer Service, Small Business Service Center and Involuntary Market Customer Service teams (millions of calls annually)
• Reporting and analysis of data that is collected from the quality review process for 5 different stakeholders
• Create PowerPoint presentations and report to supervisors, managers and senior management
• Call center voice analytics and data trending
• Service Excellence Initiative Team

• Use business and technical knowledge to participate in the re-engineering of business operations to improve business results
• Elicit and evaluates business requirements and models data and/or system requirements
• Analyze and document business problems, working with subject matter experts, developers, and testing resources to contribute to the successful implementation of new systems and components

Dover, New Hampshir

• Managed a 7-person team that processed mail form audits and assigned physical audits to the field and vendors
• Managed relationships with auditors, vendors, customers and agents
• Continuous improvement on auditing and billing processes to improve accuracy, timeliness, automation and efficiency
• Improved processes internally to reduce headcount by 43% while increasing accuracy and timeliness

Dover, New Hampshire

• Key contact for national accounts for billing, including customer, attorneys and other key departments
• Account reconciliation, preparation and issuance of billing invoices
• Identify cash flow opportunities

• Managed a staff of 5 student account reps and a supervisor
• Managed all aspects of accounts receivable and minimization of bad debt
• Forecasting and budgeting
• Communication management between student accounts, financial aid, education departments and collection agencies
• Selected by corporate office to travel to other school across the country to help reestablish their departments utilizing our proven methods as well as new start up schools (Including schools in CA, RI, TX and NV)
• Processed new hires, maintained employee benefits and served as main resource for employee problems, issues and concerns