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Skills

  • Attention to detail in policy handling
  • Client Retention Analytics
  • Client portfolio management
  • MS Office
  • Customer satisfaction improvement
  • Problem resolution
  • Client onboarding and retention
  • Customer service
  • Client needs analysis
  • Team management

Work Experiences

  • Achieved 16 successful enrollments in 2017.
  • Achieved client growth of 67%.
  • Assisted clients with appeals and grievances processes.
  • Conducted competitive market analysis for Medicare supplements, ensuring clients access to the best rates and benefits available in Boston.
  • Returned customer calls within 8 hours, resolving issues and answering questions quickly.
  • Achieved results in under 9 months.
  • Achieved a 65% client satisfaction improvement.
  • Collaborated with underwriters.
  • Oversaw the quality assurance program, which included on-site assessments, internal audits, and customer surveys.
  • Assisted clients with appeals and grievances processes which led to a 44% resolution success rate.

Summaries

  • Exceptional juggler of multiple competing responsibilities at the same time.
  • Certified Medicare Part Insurance Agent.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Recognized on a regular basis for outstanding performance and contributions to the Miscellaneous industry's success.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Conducted successful public seminars.
  • Medicare Part Insurance Agent is a multi-talented Medicare Part Insurance Agent who is consistently rewarded for planning and operational improvements.
  • Boosted lead conversion from ongoing follow-up consultations.
  • Client-centric Medicare Part Insurance Agent with a strong reputation in claim dispute resolutions, achieving a 37% success rate, helping secure lower premium costs for clients amounting to $10 in annual savings.
  • Costs were consistently reduced while profits were increased.

Accomplishments

  • Collaborated with team of 10 in the development of system.
  • Streamlined data collection methods for client needs analysis, enhancing customer insights and improving Medicare plan selection by 24%.
  • Researched and applied new Medicare compliance updates for 2016, reducing regulatory issues by 36% and optimizing client service.
  • Proactively engaged existing clients during Medicare Open Enrollment periods, increasing retention rates by 40% compared to previous years.
  • Achieved certification in Lean, further enhancing ability to explain complex Medicare plans to prospects, improving enrollment rates.
  • Provided personalized Medicare coverage consultations, achieving a 24% satisfaction rate and increasing client referrals by 4.
  • Used CRM systems like QuickBooks to track Medicare plan sales effectively, increasing agent productivity by 58% and cutting administrative tasks.
  • Resolved product issue through consumer testing.
  • Mentored and trained 2 junior agents, increasing team-wide Medicare product knowledge and boosting enrollments by 33%.
  • Expanded Medicare plan offerings into 18 new zip codes, driving enrollment increases by 48% in under 2018.

Affiliations

  • American Health Information Management Association (AHIMA)
  • Association of Long-Term Care Insurance (ALTCI)
  • Association for Supply Chain Management (APICS)
  • Society of Certified Insurance Counselors (CIC)
  • American Medical Informatics Association
  • Freemason
  • License in Medicare Insurance Consulting (e.g., Oregon Medical Board)
  • National Association of Social Workers
  • Institution of Certified Compliance & Ethics Professionals (ICCE)
  • National Multicultural Health Initiatives (NMHI)

Certifications

  • Continuing Education (CE) for Health Insurance Professionals Georgia
  • SHRM Senior Certified Professional (SHRM-SCP)
  • CRM System Management Certification Microsoft Excel
  • Licensed Health Insurance Agent (State-Specific)
  • Certified Business Analysis Professional (CBAP)
  • Apple Certified Associate (ACA)
  • Advanced Medicare Supplemental Plans Certification
  • Certified Long-Term Care (CLTC)
  • Salesforce
  • Medicare Supplement Specialist Accreditation

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