Personable and dedicated Customer Service Representative with extensive experience in health industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Originally the position entailed re-engaging agents who were appointed with Assurant Health in an effort to re-establish a sales relationship with them. In this position I would call on the agent and learn their demographic, what obstacles are stopping them from selling health insurance, and if there is a need for the agent to keep their appointment.
After learning the above, I would then illustrate where our products fit, in relation, to their business structure. We would then instill action points that would help the agent over come their fears that hindered the agent from entering our market.
Within my first year my I was promoted to help manage two national accounts totaling over 2,800 agents nation wide. In this position I work with the leaders of each company to help train, mentor, and educate their sales force on how to market, sell, and incorporate our products into their book of business. As a result of my success in this position, a new department was created to help manage all of our national accounts, and mirrored itself after my business practices.
As a Process Solutions Analyst I participated in testing theories to see if we could increase the retention rate of our book of business. This included looking into our products, departments throughout Assurant Health, processes currently in force, basically anything that would have an effect on customer experience, and see if there was anything we could add, remove, or create, that would translate to abetter experience for our customers. I would then build the test from the ground up including: scripting the communication, collecting and analyzing the data, and leading the project groups as we monitored the tests. This was a creative position and thinking outside the box was promoted. I had the privilege of learning more about Assurant Health and its goal of creating a company and product portfolio that brings more value and less cost to our consumers.
My role as a Retention Specialist was one of my hardest roles yet in Assurant Health. In this position I was fielding calls from clients experiencing renewal increases or seeking to terminate their health insurance plan all together. A great portion of my calls were emotionally elevated which required patience, and a listening ear to understand the complaint the customer had. The goal was to retain as many customer's as possible. I was very successful in this position, and managed to save over $1 million dollars in annual premium my first year alone. Often times I would address the client's issue's, and provide a solution that would help them understand that their complaint was valid and they were valued.
I would also provide alternative plan structures to help decrease their premium increases, and help the customer understand and see how their product fit into their lifestyle. My goal was to help the client feel as if they purchased a product that provided value and cost savings. It was a high stress position that required you to go above and beyond in customer service. Knowledge of Assurant Health's portfolio was key in addressing the different variables a client had to keep premium under control.
Helped mentor other employees through side-by-sides, and evaluated problem areas in their conversations.
• Responsible for building relationships with our State Farm Agents.
• Assisted with training agents how to dominate their markets with our products.
• Provided recommendations to departments on how to improve their services to better our enrollment process.
• Responsible for educating agents on the use of sales and business tools.
• Used effective telephone and customer problem solving skills.
• Participated in several special projects such as express underwriting, State Farm video, department educational scripting, department quality processes.
• Created a process that better enhanced our customer service process.
• Trained all new State Farm agents through out the US in all Assurant Health Products via Web Based Training.
• Created a Web Based Market Strength Program that helped struggling State Farm agents to strengthen their sales in their demographic areas.
One class away from graduating
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