licensed telesales agent quality analyst resume example with 3+ years of experience

(555) 432-1000,
, , 100 Montgomery St. 10th Floor
Professional Summary

Accountable Licensed Insurance Agent, including Quality Analyst skillset, with excellent client management and insurance plan promotion. Highly effective juggler of multiple competing responsibilities simultaneously. Proven history of exceptional time management and customer service. Offering 10+ years of experience in customer and client relations, as well as passion for always improving numbers, enhancing knowledge and exceeding expectations.

  • Life, accident and health insurance
  • Client relationship management
  • Multiple state insurance licensed
  • Exceptional oral and written communication
  • Analytical, quality assurance
  • Compliance, negotiation skills
  • Goal-oriented, quick learner, driven
  • Leadership and supervision
  • Effective at multi- tasking and multiple operating system
  • Product and service knowledge
  • Quality guidelines, quality audits
  • Sales proficiency and effective prospecting
  • Client needs analysis
  • Microsoft Word, Excel, Power point
Florida Institute of Technology-Melbourne Jackson, MS, Expected in Course Study : Business Administration And Healthcare Management - GPA :

Core Curriculum

Bryman College New Orleans, LA, Expected in 05/2000 Diploma : Medical Assistant - GPA :
  • Life, Health, Accident and Sickness License
  • Multiple State Insurance Licensed
Work History
Sonic Healthcare Usa - Licensed Telesales Agent/ Quality Analyst
Shreveport, LA, 09/2019 - 04/2021
  • Worked with under and over 65 year old customers to understand needs and provide excellent member service.
  • Managed 100+ calls per day to address customer inquiries and concerns.
  • Resolved problems, improved operations and provided exceptional member support.
  • Participated in weekly Team and Client Calibrations to improve in quality procedures and support.
  • Capitalized on upsell opportunities with offers of health plan support and additional insurance policy options.
  • Analyzed agents calls for quality, compliance and ethics implementation.
  • Delivered scripted sales talks to customers reached via manual and automatic dialing systems.
  • Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
  • Utilized multiple operating systems to maintain audits and complete daily tasks.
  • Scheduled fact-finding appointments and consultations to determine client needs and overall financial situations.
  • Provided regular updates to team leadership on quality audits, communicating consistency problems and quality guidelines deficiencies.
  • Provided feedback evaluations to leadership and agents to support improvement in quality scores.
  • Completed Production Evaluations, maintained daily and monthly metrics with passing audit scores.
  • Reported quality violations appropriately according to Medicare and client guidelines.
TTEC @Home - Customer Service Call Center Representative
City, STATE, 05/2019 - 09/2019
  • Performed special procedures for customers such as ordering new checks, stopping payments and investigating identity theft.
  • Provided primary customer support to internal and external customers in fast-paced environment.
  • Provided information to customers regarding charge accounts and loyalty program and helped to open and activate new accounts.
  • Assisted customers with activation, ordering, and closure of bank cards for personal and business accounts.
  • Completed transferring of funds between accounts, personal information changes and password/pin changes.
  • Expedited high level customer service in all transactions with friendly approaches.
  • Answered telephone inquiries on banking products including checking, savings, loans and lines of credit.
  • Observed all procedures regarding financial and customer information to prevent possible security breaches and data misuse, while transferring funds.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Met with Team Leads to resolve system problems, improve operations and provided exceptional customer service.
Aflac Insurance - Independent Sales Associate
City, STATE, 02/2017 - 06/2018
  • Conducted research on insurance packages and investment options to generate client recommendations.
  • Created and deployed successful marketing collateral to highlight offerings and engage customers at appointments, trade shows and networking events.
  • Contributed ideas and offered constructive feedback at weekly sales and training meetings.
  • Analyzed sales volume, retention and loss ratio trends to identify areas for improvement.
  • Employed variety of sales practices to accommodate each customer's individual needs and overcome objections.
  • Negotiated new and renewal production goals with business development manager.
  • Evaluated leads obtained through direct referrals, lead databases and cold calling.
  • Met with existing and prospective customers and business owners, in multiple settings, to educate and select appropriate products.
  • Conducted on-site product demonstrations to highlight features, answer customer questions and redirect concerns toward positive aspects.
  • Worked alongside retail representatives to boost sales by enhancing product presentations and advertising collateral.

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Resume Overview

School Attended

  • Florida Institute of Technology-Melbourne
  • Bryman College

Job Titles Held:

  • Licensed Telesales Agent/ Quality Analyst
  • Customer Service Call Center Representative
  • Independent Sales Associate


  • Course Study
  • Diploma

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