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Skills

  • Cross-functional collaboration
  • Clerical support
  • Materials transport
  • Client inquiry tracking and resolution
  • Report creation
  • System implementation
  • Store maintenance
  • Schedule mastery
  • Call Script Optimization
  • Fleet dispatching

Work Experiences

  • Used QuickBooks to complete performance reporting, which resulted in process.
  • Increased retail sales by 9% and increased customer traffic by 10%.
  • Worked as a liaison between customers and retail buyers to expedite orders and meet customer demands.
  • Recommended, selected, and assisted in the location of merchandise based on the needs and desires of the customers.
  • Ranked as the most effective in optimized out of 10 representatives.
  • Updated the category system with order details, customer information, preferences, and billing details.
  • Prevented key account losses by investigating discrepancies and taking corrective action.
  • Improved operational efficiencies by developing organizational filing systems for confidential customer records and reports.
  • Complied with framework regulatory agencies' privacy and security requirements.
  • Was in charge of the store's opening duties, which included counting cash drawers and inspecting all equipment for proper operation.

Summaries

  • To retain clients, I am well-versed in providing helpful answers and relevant information.
  • Effective Medicare Representative with 3 years of experience assisting customers and offering targeted solutions through active listening and customer needs assessment.
  • Managing paperwork, collecting payments, and resolving issues are all skills I have.
  • Medicare Representative with a 18-year track record in customer service and a strong aptitude for working in remote environments with little supervision.
  • Capable Medicare Representative who understands how to manage category routes while providing excellent customer service.
  • Working effectively and productively with a variety of customers and individual needs as a strong presenter, communicator, and problem solver.
  • Customer Service Representative with extensive experience in the procedure industry who is friendly and dedicated.
  • Well-versed in Miscellaneous best practices and standards.
  • Work quickly to understand, document, and resolve customer issues, ensuring customer satisfaction while meeting stringent business goals.
  • Medicare Representative with 12 years of experience resolving customer complaints and inquiries.

Accomplishments

  • Effectively handled high-volume inquiries related to Supplemental, Advantage, and Part D plans, maintaining a 84% customer satisfaction rating.
  • Partnered with internal marketing teams to launch awareness campaigns for upcoming Medicare services, resulting in 16% growth in enrollments during the 2015 open enrollment period.
  • Achieved 16% adherence to compliance protocols in Medicare sales, preventing potentially costly legal violations and ensuring organizational reputation.
  • Standardized the response flow for Medicare escalations, cutting problem resolution time by 46% across 13 service departments.
  • Processed 3 worth of claims annually for Medicare subscribers, maintaining a recovery rate for erroneous payments above 34%.
  • Contributed to a 17% increase in Medicare Advantage sales during three years by spearheading targeted local outreach initiatives.
  • Developed and conducted comprehensive Medicare training programs for new team members, leading to 34% faster onboarding and improved customer service quality.
  • Improved customer satisfaction scores by 63% by coaching team members to focus on empathetic active listening during complex Medicare inquiries.
  • Managed a portfolio of over 12 Medicare accounts, achieving a retention rate of 37% through timely and personalized follow-up calls.
  • Collaborated with operations to incorporate Medicare plan changes seamlessly during government updates, avoiding 51% downtime for new enrollments.

Affiliations

  • Active member of the Medicare Part C Quality Improvement Workgroup focused on enhancing Medicare Advantage programs.
  • Society of Insurance Compliance Professionals (SICP) – Focused on enhancing legal and regulatory compliance within the Medicare claims space.
  • Certified Medicare Trainer – Ensuring accurate and effective Medicare plan communication and provider services for customer support agents.
  • Graduate of the Certified Medicare Insurance Specialist (CMIS) program hosted by Meridian – Specializing in cross-selling Medicare supplement policies.
  • Engaged in leadership through Mentorship Program at Harbor & Co., training new recruits on Medicare plan enrollment procedures and service excellence.
  • Certified Healthcare Customer Service Professional, engaging in continuous education to improve customer satisfaction in Medicare services.
  • National Career Development Association (NCDA) – Participated in sessions related to improving communication skills and client service for Medicare beneficiaries.
  • Accredited member of the American College of Healthcare Executives (ACHE), advancing leadership roles in Medicare plan management.
  • Recipient of the Medicare Services Leadership Award from Northwind for outstanding service and commitment to improving healthcare access.
  • Active participant in Medicare Advantage & Part D Communication and Education Meetings headed by CMS.

Certifications

  • Licensed Health Insurance Agent - Arizona
  • Certified Healthcare Access Associate (CHAA) - National Association of Healthcare Access Management
  • Certified Senior Advisor (CSA) through the Society of Certified Senior Advisors
  • Cisco Certified Internetwork Expert (CCIE)
  • Compliance & Risk Management Professional (CRMP)
  • Project Management Professional (PMP)
  • First Aid/CPR
  • SHRM Senior Certified Professional (SHRM-SCP)
  • Certified Managed Care Professional (CMCP) – Northwind
  • American Academy of Financial Management (AAFM)

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