(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
Professional Summary

Ten plus years in a demanding environment along with superior computer skills and telephone etiquette. Passionate communicator and highly accurate at inputting data as a Medical Billing Specialist, Retention Specialist and Licensed Sales Insurance Agent, along with being very knowledgeable when it comes to Customer Relations by exceeding expectations with customers regarding insurance products and claims management.

  • MS Windows proficient
  • Knowledge of HIPAA
  • Strategic sales knowledge
  • Local/state health laws
  • Strong verbal and written communication skills
  • Credit card processing
  • Call center operations team leadership
  • Medical terminology knowledge
  • Retention strategies knowledge
  • Insurance policy review
  • Creative problem solver
  • ICD-9 forms
  • CPR certification
  • Customer relations
  • Reservations management
  • Equipment operation
  • Documentation and reporting
  • Training and development
  • Public speaking
  • Problem resolution
  • Business growth and retention
  • Public relations
  • Ability to use small electronics hand held devices to retrieve work related information
  • Quotes and sales
  • Policy renewals
  • MS Office
  • Communications
Opelousas Senior High School Opelousas, LA Expected in 2009 High School Diploma : - GPA :
Northwestern State University Natchitoches, LA, Expected in Bachelor of Science : Business Administration - GPA :
  • Licensed Insurance Agent for the state of Louisiana
  • Computer Training Certificate
  • CPR Certified
  • Sales Essentials Certificate
  • Emergency Medical Dispatch [EMD] Certificate
  • Fraud Protection Certification
Work History
Concentrix - Licensed Insurance Sales Agent
Johnstown, PA, 01/2017 - Current
  • Sold various types of insurance policies to individuals including life, health, fire, cancer, medical and dental policies
  • Conducted research on insurance packages and investment options to generate client recommendations
  • Evaluated leads obtained through direct referrals
  • Negotiated production goals for new policies and policy renewals with business development manager
  • Developed and maintained long-term relationships with policyholders
  • Responded to customer calls within 24 hours to swiftly resolve issues and answer questions
  • Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations
  • Worked to accommodate new and different insurance requests and explored new value opportunities to optimize insurance agency reputation
  • Approached potential clients by using direct marketing techniques, including mailings and phone contacts
  • Upsold additional products and services after identifying customer needs and requirements
  • Obtained underwriting approval by completing application for coverage
'Ike Group - Medical Billing Specialist
Honolulu, HI, 09/2012 - 01/2017
  • Initiates audit process to evaluate thoroughness of documentation and maintenance of facility standards
  • Identifies procedures and principal diagnosis performed on each patient and properly code each procedure
  • Works directly with insurance companies to get claims processed and paid in a timely manner
  • Make outbound phone calls to resolve denial issues
  • Prepares the appropriate claims documents required by each insurer
  • Follow-up until payment is received and manage collection activities when necessary
  • Ensuring that all medical records have been signed by the appropriated parties
AT&T - Sales And Retention Team Leader
City, STATE, 08/2009 - 09/2012
  • Managed team of 16+ team members to ensure customer satisfaction goals were consistently met
  • Defused escalated customer situations calmly and courteously
  • Audited, reviewed and approved time cards bi-weekly
  • Completed daily huddles with team to gather trends as well as gain commitments and set goals
  • Met or exceeded service and quality standards every review period
  • Monitored recorded and live calls to ensure commitment/goals were being met and quality customer service was being provided
  • Worked with management and Human Resources to calculate six month raises
  • Completed one on one coaching with each team member monthly to discuss job performance
  • Managed quality assurance program, including on-site evaluations, internal audits and customer surveys
  • Maintained excellent attendance record, consistently arriving to work on time
  • Assisted in new hire process by calling and scheduling appointments with candidates, filling out company and state required paperwork for new hires, and preparing new hire manuals.
  • Ensured and enforced medical office compliance with HIPAA regulations for maximum quality and control.
  • Did monthly Quality Assurance call coaching with staff members.
  • Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Won the “Customer Service Team Lead of the Month” Award, April, 2011
  • Won the "Customer Service Team Lead of the Year" for 2011
  • Promoted to Customer Relations Team Leader after only 4 months of employment.
  • Led team of 16+ staff members.

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School Attended

  • Opelousas Senior High School
  • Northwestern State University

Job Titles Held:

  • Licensed Insurance Sales Agent
  • Medical Billing Specialist
  • Sales And Retention Team Leader


  • High School Diploma
  • Bachelor of Science

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