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.
Skills
Life, accident and health insurance
Client relationship management
Multiple state insurance licensed
Exceptional oral and written communication skills
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
Work History
09/2019 to 04/2021
Licensed Telesales Agent/ Quality AnalystSonic Healthcare Usa – Shreveport, LA,
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.
05/2019 to 09/2019
Customer Service Call Center RepresentativeTTEC @Home – City, STATE,
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.
02/2017 to 06/2018
Independent Sales AssociateAflac Insurance – City, STATE,
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.
Education
Expected in
Course Study: Business Administration And Healthcare Management Florida Institute of Technology-Melbourne - Jackson, MS, GPA:
Core Curriculum
Expected in 05/2000
Diploma: Medical Assistant Bryman College - New Orleans, LA, GPA:
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