To utilize my ability for working with people and their issues over the phone. I have a long history of experience
as a customer service agent and I am very adept at working with customers.
Business operations organization
Client account management
New product delivery
Business Owner January 2004 to January 2012Tennant and Associates － Phoenix, Arizona
Tennant and Associates
Organized and developed nationwide individual health insurance brokerage operation.
Prospected, sold, followed up on life and health insurance prospects.
Followed up on
underwriting requirements and servicing needs to assist in final placement of business,
Advised clients on positive or negative underwriting decisions, as the situation warranted.
All presentations and closing situations have been handled over the telephone and via
presentation software over the internet.
Concepts illustrated ranged from simple
supplemental health plans to more complex situations such as Health Savings Accounts, small
group plans, and Health Reimbursement programs.
Responsible for $1,000,000 in premiums several years in a row.
1-800 Medicare, Operations Representative March 2003 to July 2004Pearson Government Solutions － Phoenix, Arizona
In charge of 5 supervisors, training, overall operations, quantitative
and qualitative results versus objectives.
Call Center Supervisor March 2003 to July 2004Pearson Government Solutions － Phoenix, ArizonaIn charge of CSR's,
answering questions in regard
to Medicare questions and
related issues, national help-line.
Provide input to upper
management regarding calling volumes, levels
of staffing, statistics and
call results. Manage and provide oversight regarding
employee issues such as
attendance, customer service levels, and
overall call center
Coordinator of the
Business Continuation Plan for the Phoenix site
in conjunction with the
Training of Tier I and Tier II CSR��s both in the classroom
Liaison for the Quality
Assurance effort between corporate, Centers
for Medicare and Medicaid
Services, and various contracted consultants.
Information Specialist II, RFT February 2002 to March 2003NCS Pearson － Phoenix, ArizonaWork with students on the phone regarding assisting them with
out their FAFSA application for student aid.
Provide assistance to
students insofar as status of FAFSA
application and specific
answers to questions on FAFSA form to
get their application for
Federal student aid processed and downloaded
to the school.
Trainer - FOTW Provided classroom and ongoing training to
in the technical support
area of FAFSA.
Business Owner June 1999 to February 2002Tennant & Associates － Phoenix, ArixonaMarketed term life
insurance on a nationwide basis, derived from
leads purchased from
Involved contacting the
prospective buyer, completing the sale,
forwarding paperwork to
the buyer, arranging the medical exam,
following up on
underwriting, and delivering the policy to the client.
Business Owner September 1986 to June 1999Flexible Benefit Services of Oklahoma － Tulsa, OklahomaOwned and operated
benefits administration business, focusing
primarily on the
administration of Sect. 125 (Cafeteria) plans.
also advised clients in
all other areas of employee benefits and
companies on a statewide and regional basis.
Became known as the
premier company with which to do business due to
the level of customer
service and client care delivered. 80%
clients came from
referrals from existing customers.
Founded the company from
scratch, built it into a six-figure
The business was built
initially by cold calling, networking and
professionals, advisors, and clients.
Sold company in June of 1999.
Regional Sales Manager June 1984 to September 1986Life of Georgia － Oklahoma City, OklahomaResponsible for the
recruiting and training of independent life
insurance sales agents to
market products of the company. My sales organization Led the nation in sales in
Division dissolved in
Assistant General Agent January 1980 to June 1984New England Life － Oklahoma City, OklahomaResponsible for recruiting
and training career life insurance sales
Created and implemented
training programs for basic life
selling to more advanced
pension and business life insurance and
Directly responsible for
the management, training and leadership of
50 plus individuals.
Education and Training
Bachelor's Degree : Business Administration, Education, Teaching, 1966Illinois State University Former High School － Decatur, IllinoisBusiness Administration, Education, Teaching