Jennifer K. Marrero
Roanoke
Summary
Dynamic professional with extensive experience at Wells Fargo, excelling in sales and client relations. Proven track record in project management and process improvement, consistently exceeding sales goals. Strong analytical skills and interpersonal communication drive successful outcomes in diverse environments. Proficient in Microsoft Office 365 and committed to fostering diversity and inclusion.
Overview
15
15
years of professional experience
Work History
Logistics Clerk/ QA Final Inspector
Action Personnel
01.2024 - 01.2025
- Managed Time Sensitive Urgent Projects for Domestic Shuttle to NC, VA, and FL
- Tracked all inbound and outbound shipments both Domestic and International
- Required the use multiple internal systems and carrier websites
- Maintained excel spreadsheets, that includes shipment details, status, updates, and appointment and delivery times
- Exhibited great customer service, had to reach out to suppliers to request documentation and tracking information, as well as our receiving teams to confirm delivery and carriers when status of shipments are unclear
- Followed National and International Security protocols and guidelines, focused on passenger and crew safety
- Inspected final assembly for Medical Supplies
- Lean 101 and 5S Certified
Senior Living Advisor
APFM
01.2023 - 01.2024
- Provides proper adjudication of concerns, and ensures communication of relevant outcomes are delivered timely, with an empathetic approach, focused on advocation of Veterans and beneficiaries needs
- Analyzes administrative adjudgment and special determinations relating to qualifying military service
- Utilizes multiple electronic data processing (EDP) systems for data collation and monitoring, and correspondence finalization
- Provides qualitative analysis of program work to ensure technical accuracy, clarity, thoroughness, privacy and sensitivity
Front Desk/Gate Agent Above Wing
Unifi
01.2022 - 01.2024
- Assist with complex customer relations issues in regard to flights and delays
- Follow National and International Guidelines for flight security
- Assist customers with check-ins and departures
Customer Success & Sales Specialist I
Wells Fargo
01.2016 - 01.2021
- Was top sales representative at the call center; Assisted clients with their financial needs while demonstrating the ability to listen, gather necessary information efficiently, understand and resolve complex customer issues
- Highest approval rate for credit and loan products
- Taken high volume Inbound Calls and consulted and made all necessary follow up Outbound Calls to secure and/or increase the amount of the sale
- Consulted with customers regarding financial needs, knowledge and understanding of currency exchange, recommend products/solutions and financial services to meet those needs
- Maintained and exceeded rating in quality assurance due to my strong analytical skills with high attention to detail
- Gathered income, legal documents, terms and conditions, and reviewing loan disbursement with customers, general ledger accounting process to offset loan disbursements
- Provided first call resolution, while following strict procedures that meet compliance guidelines and participated in pilot programs
- Served as the Chair of Diversity and Co-Chair of the Minority Team Member Network
Sales Associate
JCPenney
01.2014 - 01.2017
- Greeted customers, responding to questions, improved engagement with merchandise
- Operated cash registers, managed financial transactions
- Directed customers to merchandise within the store
- Increased in store sales; Maintained an orderly appearance throughout the sales floor
- Introduced promotions and opportunities to customers
- Cross-sold products to increase purchase amounts
Producer Helpdesk Technician
United Healthcare
01.2011 - 01.2012
- Analyzed and determined eligibility of clients using Federal guidelines and software systems
- Researched status of enrollment for member applications on Medicare Advantage/Medicare Advantage Prescription Drug/Medicare Supplement/Prescription Drug Plan
- Medical assistance application processing for Medicare Supplement
- Assisted agents and brokers with navigating and troubleshooting website issues including logins, resets, passwords, research contracts, plan material searches for Medicare Supplement /Medicare Advantage /Medicare Advantage Prescription Drug/United Healthcare Special Needs Plan/Prescription Drug Plan
- Identified potential services needed and made appropriate referrals to other service component
Securities Operations Specialist
Wells Fargo
01.2010 - 01.2011
Collections Agent
Wachovia Bank
01.2008
Payment Processor
Citigroup
01.2006
Education
Associate of Applied Science - Digital Design & Technology
ITT Technical Institute
01.2013
Skills
- Project Management
- Sales & Client Relations
- Account Management
- Business Development
- Interpersonal Communication
- Meeting Sales Goals & Quotas
- Diversity & Inclusion
- Strategic Planning
- Process Improvement
- Staff Training
- Retail Management
- Product Knowledge
- Quality Assurance
- Document Management
- Information Technology
- Troubleshooting
- Microsoft Office 365
- Adobe
- Beta
- CACS
- CAD
- Revit
- Inventor
Speaking Engagements
- America's Hidden Gem Summit, 01/21, Held Diversity, Equity & Inclusion Workshop to assist students with navigating race relations.
- NSBE REGION II (VIRGINIA TECH) O-ZONE Summit, 01/22, Encouraged students to advance academically and have success professionally.
References
References available upon request.
Timeline
Logistics Clerk/ QA Final Inspector
Action Personnel
01.2024 - 01.2025
Senior Living Advisor
APFM
01.2023 - 01.2024
Front Desk/Gate Agent Above Wing
Unifi
01.2022 - 01.2024
Customer Success & Sales Specialist I
Wells Fargo
01.2016 - 01.2021
Sales Associate
JCPenney
01.2014 - 01.2017
Producer Helpdesk Technician
United Healthcare
01.2011 - 01.2012
Securities Operations Specialist
Wells Fargo
01.2010 - 01.2011
Collections Agent
Wachovia Bank
01.2008
Payment Processor
Citigroup
01.2006
Associate of Applied Science - Digital Design & Technology
ITT Technical Institute
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