Energetic sales professional with over 6 years expertise for matching client customers with optimal products and services to meet their specific needs.Equipped with 5 years of strong leadership skills; able to prioritize,delegate tasks, and make sound decisions quickly while maintaining a focus on client satisfaction. Capable of taking your company to the next level as a dedicated manager, able to motivate teams to perform at their best which intern develop profitable client relationships.
Coaching and Developing others
Cross- cultural Competence
Adaptability and Flexibility
Consulting and Selling Skills
Client Knowledge and Client Service
Customer Relationship Management software (CRM)
Proficient in customer account software
Proficient with Microsoft Office Suite
Dedicated to process improvement
Seasoned in conflict resolution
Surpassed all annual sales goals by 75% for 2014 and 2015 Annual Enrollment Seasons
Ranked as a top performer, averaging 100% above sales quota each month.
Named December 2015 Sales Conversion leader.
Top 5 Sales Leader for 2014
Top 10 Sales Leader for 2015.
Collaborated with leadership to provide consultation to improve the company's current web based plan recommendation tool.
Selected as a State Subject Matter Expert Author to create Snapshots and PowerPoint presentations for specific state plan information sharing.
Collaborated with leadership to provide consultation for a more
efficient needs assessment script and strategies to improve needs based selling.
Training: Business Instructor
Delivered training modules to inter-departmental client teams to ensure smooth adoption of new programs for customer service representative.
Overseeing the training sessions virtually and in a classroom setting of all new hires, including but not limited to Systems
Training, Policies and Procedures, and Needs Based Selling Techniques.
Benefit Advisor/ Business Instructor March 2014 to CurrentAon Hewitt - Charlotte, NC
Inform, educate and enroll customers to successfully transition into the individual insurance market
Make outbound calls to customers, completing needs
assessment and correctly qualifying participants' needs related to
Medicare Health Insurance (Medicare Advantage, Medicare Supplement, Cost
Plans, and Prescription Drug Plans)
Identify customer needs using a needs based selling approach then recommend plans and accurately answer customer questions
Provide solutions that make it easy for the customer to decide on the plan while overcoming customer objections
Handle inbound calls to enroll customers compliantly and
efficiently into selected Medicare Health Insurance (Medicare
Advantage, Medicare Supplement, Cost Plans, and Prescription Drug Plans)
and update customer accounts thoroughly
Effectively manage sales pipeline
Deliver expected sales for individual, team, regional, and overall targets (conversion rate, close ratio, etc.)
Actively manage a book of business to ensure all retiree
needs are met on a timely basis (respond to retiree voicemails,
internal chat requests, partner with customer service and operations,
handle and support customer complaints and/or client escalations)
Deliver a consistently positive customer experience in a highly ethical and professional manner
Ensure sales quality by asking questions and partnering with management support as needed
Trained and mentored new sales professionals.
Retention Specialist August 2013 to March 2014NCO Financial Systems/ APAC Customer Service - Charlotte, NC
Contact and retain current customers, former customers, and potential customers on behalf of the Company's Clients
Provide accurate and compliant plan information for current members who would like to know plan options or make plan changes.
Process payments and researched payment disputes on accounts.
Provide excellent customer service answering customer inquiries and concerns and up-sell when possible.
Adhere to specified Company Client guidelines and established quality standards.
Meet or exceed specified sales goal expectations including Sales per Hour (SPH) and partner with other Licensing Representatives to meet or exceed production targets.
Knowledge, understanding, and Compliance with all applicable Federal, State, and Local laws and regulations relating to job duties.
Provide feedback to management concerning possible problems or areas of improvement.
Make recommendations to implement improved processes.
Documents calls and issues in case management tool
Ability to maintain the highest level of confidentiality.
Health and Insurance Agent -Temp August 2012 to December 2012Connextions - Charlotte , NC
A temporary position for the Medicare Annual Enrollment Period in an Inbound Call center environment
A Licensed Health and Sickness/Medicare insurance agent contracted through United Health Care.
Interacted effectively and professionally with all levels of customers enrolling them into the proper healthcare plans.
I educated customers and performed basic mathematical calculations to ensure our plan suited their needs.
Make routine contacts with client's doctors,in a professional manner to ensure coverage.
Familiar with HIPPA and able to exhibit confidentiality and discretion with consumer account information
Ability to maintain the highest level of confidentiality using excellent interpersonal, written, and oral communication skills.
Client Service Representative November 2011 to March 2016Crossmark - Charlotte, NC
Shedules tasks on weekly basis to meet execution objectives
Executes retail merchandising tasks as scheduled
Performs stores/tasks in efficient/cost effective manner
Accurately reports all completed retail tasks via the appropriate designated systems on the day the work is performed.
Communicates effectively with store personnel regarding tasks, sales activities, promotions, and client/sales plan objectives
Completes required training and certification programs.
every work day with CROSSMARK'S communication tools for the purpose of
accurately planning, reporting, and reviewing work.
Ability to implement retail schematics and merchandising materials as assigned. Flexibility to participate in team scheduled tasks and clients work-withs.
to providing excellent customer service and to develop a professional
working relationship with store management, associates and other
merchandising companies to effectively meet company and client
Merchandising /Marketing Manager August 2010 to November 2011Aeropostale - Beckley, WV
Generated sales and profit reports.
Trained and mentored new sales professionals.
Identified, developed and evaluated marketing strategies based on knowledge of company objectives and market trends.
Prepared detailed marketing forecasts on a daily, weekly and quarterly basis.
Addressed customer inquiries and resolved complaints. Design and implemented customer satisfaction metrics.
Reorganized the sales floor to meet company demands. Directed and supervised employees engaged in sales, inventory-taking and reconciling cash receipts.
Determined staff promotions and demotions, and terminated employees when necessary.
Completed weekly schedules according to payroll policies.
Contributed to merchandising ideas at team sale meetings. Worked closely with the district manager to formulate and build the store brand.
Opening, Closing, Daily and Nightly Bank Deposits.
Merchandising, Visual Floor sets, Promotions, Internal and External Marketing.
Payroll, Monthly Sales and Operational and Credit Card Audits.
Assistant Manager April 2008 to August 2010Rue 21 - Beckley, WV
Improved service quality and increased sales by developing a strong knowledge of company's products and services.
Reduced amount of employee overtime by 50% by effectively delegating task and managing schedules based on profits.
Owned team productivity metric.
Interviewed, hired and trained new quality customer service representatives.
Addressed negative customer feedback immediately. Provided detailed monthly departmental reports and updates to senior management.
Provided a high level of product and leadership support to representatives and clients.