Marcella G. Hernandez

*** ****** *** ( Waukesha, WI 53186 ( abhtz7@r.postjobfree.com (

262-***-****

Qualifications Summary

. Highly personable Insurance Service Professional with over 5 years of

experience in account management, claims and sales processing, and

Customer Service, in the insurance industry.

. Talent for identifying customer needs and presenting appropriate

company product and service offerings.

. Demonstrated ability to gain customer trust and provide exceptional

follow-up, leading to increased repeat and referral business.

. Track record of assisting in the design and implementation of

reporting procedures that reduce labor costs and improve customer-

satisfaction ratings.

. Expertise in resolving escalated customer service issues.

. Secured numerous company achievement awards for delivery of

exceptional customer service.

. Proficient with Microsoft Office System (including Microsoft Word,

Microsoft Excel, Microsoft PowerPoint , and Microsoft Outlook ).

. Bilingual in English and Spanish with the ability to translate

Professional Experience

Innotech Benefit Solutions

11/10 to 12/10

Benefit Counselor

Specialize in benefits communication via one-on-one laptop enrollments

explaining a company's entire benefits package.

. Guide employees in making educated decisions through plan comparisons

. High degree of integrity and confidentiality required handling

information that is considered personal and confidential.

. Provide daily and weekly reports to management.

. Selling and Marketing of products and/or services for the Insurance

Company.

. Provided excellent customer service.

Univers Workplace Solutions

9/10 to 11/10

Benefit Counselor

Specialize in benefits communication via one-on-one laptop enrollments

explaining a company's entire benefits package.

. Guide employees in making educated decisions through plan comparisons

. High degree of integrity and confidentiality required handling

information that is considered personal and confidential.

. Provide daily and weekly reports to management.

. Selling and Marketing of products and/or services for the Insurance

Company.

. Provided excellent customer service.

Assurant Health-Milwaukee, WI

8/09 to 4/10

Health Investigator for the Underwriting Department

Work in the Underwriting Department doing Health History Interviews with

applicants completing various health conditions questioners to provide

medical information to underwriters to help assess risks.

. Conducts investigations with a focus on thoroughness, quality, with

attention to detail, timeliness

. High degree of integrity and confidentiality required handling

information that is considered personal and confidential.

. Provided customer service or feedback to agents

Bill Hamilton Agency - Waukesha, Wisconsin

11/04 to 10/08 Agents Assistant

Recruited to provide top-notch service to both internal and external

customers, processed new policies, and assisted with changes with current

policies. Answered questions, responded to concerns, and alleviated

delicate situations with professionalism and sensitivity. Assisted Agent:

in creating and updating training materials, prepared; daily and weekly

reports for the Agent on a timely and accurate basis, consistently.

. Performs clerical and administrative support duties for a sales

office or department.

. Responded to customer requests and questions regarding technical,

large or complex service, products and accounts.

. Maintained files, schedules appointments and made travel

arrangements.

. Provided excellent customer service.

. Selling and Marketing of products and/or services for the Insurance

Company

. Processed Claims and claims reports according and follow up with

claim adjusters

Planned Parenthood - Waukesha, Wisconsin

2002 to 2003

Center Administrator/Medical Assistant

Under the direction of the Regional Director, the Center Administrator

provides leadership and direction within the health center to support a

team-based, customer-focused results-oriented service model that achieves

clinical, operational and financial goals. Responsibilities include

management of operations, staff supervision, budgeting and oversight of

services provided to patients in accordance with approved current medical

standards, policies and procedures, patient services parameters, and

business management operations.

. Played key role in reducing labor costs by recommending staff

scheduling changes.

. Received numerous accolades from senior management for consistently

providing excellent service and tactfully resolving sensitive issues.

. Implemented business management operations.

. Functioned in the role of clinic staff providing direct patient care.

. Demonstrated excellent communication, and organizational skills.

. Supervised employees and managed the clinic efficiently

. Effectively collect blood from patients

. Verify Insurance Coverage

. Provided excellent customer service.

Tandem Staffing - Waukesha, Wisconsin

1997 to 2001

Bilingual Recruiter/ Office Manager

Directs recruitment, screening, interviewing, selection, and placement

activities for exempt and nonexempt positions. Manages employment functions

and staff members, extends job offers and establishes starting salaries.

Arranges advertising or employment agency services. Might produce

affirmative action or college recruiting programs

Interviews and recommends qualified candidates for open positions. Conducts

reference checks. Handles orientation and paperwork for new hires and sends

rejection letters to candidates not selected.

. Coordinate and direct administrative support functions for an

office or department.

. Implement policies and procedures for production of documents, work

flow, filing, ordering of supplies, records maintenance

. Assist in decision process for hiring, terminating, promoting, or

evaluating office personnel.

. Provided excellent customer service.

Education and Training

License Practical Nurse (Not completed) ( Milwaukee Area Technical

College - Milwaukee, WI

Property & Casualty License ( Dearborn - Wauwatosa, WI

Health & Life License ( Dearborn - Wauwatosa, WI Non-Resident

license in IL & MI

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