Manager Customer Service

Lisa M. Hoeppner

PO Box ***, Whitelaw, WI ***** 920-***-****

********@*******.***

OBJECTIVE

Highly motivated, enthusiastic, hardworking individual seeking a

supervisory position in sales, marketing, or the promotion field. Possesses

excellent interpersonal skills with high proficiency to follow through on

projects and detail-oriented with a strong sense of direction. An asset to

any employer.

PROFESSIONAL EXPERIENCE

UnitedHealthcare Group, Green Bay, WI

August, 2009 - Present

Sales Representative - Inside Sales / Enrollment Rep

Handle all telephone inquires from prospects/members interested in the

UnitedHealthcare Medicare Solutions and AmeriChoice Medicare products and

conduct outbound calls to prospective members and current members with the

intent of enrolling potential customers.

Use knowledge of our Medicare product portfolio to accurately assess the

distinct needs of different prospects, explain the differences between our

various products and assist the prospect member in selecting a product that

best meets their unique needs.

Accurately and thoroughly complete and submit required enrollment

documentation, consistent with Medicare requirements and enrollment

guidelines. Assist the prospect in completion of the enrollment

application over the phone with complete, accurate and required

information.

Send information and/or enrollment materials to prospects that are not yet

ready to enroll.

Coordinate with the National Field Staff and schedule prospects for

community events or home appointments when appropriate.

Receive specialized training on retirees who will be maintaining coverage

via former employer.

Maintain working knowledge of Medicare regulations, managed care industry,

pertinent legislation, and the competitive environment.

Meet and maintain requirements for agent licensure, appointments and annual

product certification.

Healthcare Solutions Team, Milwaukee, WI

July, 2008 - July, 2009

Insurance Broker / Recruiter / Regional Manager

Built an office from a Team of 1 to a Team of 2 District Managers and 13

Agents to produce an average of $60,000 in Annualized Volume weekly

Oversaw all Marketing and Leads incoming and outgoing for the entire team

Processed daily, weekly, monthly and year-to-day progress reports and

managed goals

Direct report to co-owners on weekly basis

Held weekly performance and training meetings

Handled all questions and issues among agents, managers, and customers,

incoming calls

Contact leads to offer and sell an Insurance Product from a very large

portfolio consisting of products from over six insurance companies

Meet with or explain via phone the benefit and how it works

Receive and process confidential personal information, work closely with

customer and Insurance company on application and policy follow-up

Handle all customer service questions pre and post application.

Schedule and perform interviews and orientations

Recruit new agents, offer contracts and handle negotiations

Assist with schooling and licensing requirements

Instruct monthly four-day training class

Train and work with new agent one-on-one in classroom and on sales

appointments

Set goals, monitored progress and held individual reviews with each agent

HealthMarkets, Inc., Appleton, WI/South Windsor, CT

September, 2001 - July, 2008

Insurance Sales Agent / District Manager / Executive Assistant

Built a Team and Responsible for 1 District Manager and 5 Agents, including

the top agent in the company

Created and handled all Marketing and Leads

Direct report to Regional Manager

Organized and ran weekly meetings and all training sessions

Recruited new agents and worked closely to ensure they were quick starts

Worked as personal sales agent assisting all customers with their needs

Handled all District customer service issues and incoming calls

Worked closely with Divisional Manager and acting Divisional Manager, upon

his absence

Team consisted of 5 District Managers, 4 offices, 157 Agents throughout the

entire state of WI

Oversaw all financial reports, cut checks, distributed commissions, handled

deductions, expenses

Setup all Recruiting, Orientations and Training

Handled all company incentives, contests, outings

Created and distributed all Marketing and Leads

Managed all office personal, salaries and reviews

Professional Fabrications, Inc., Denmark, WI

April, 2001 - September, 2001

Office Manager

Performed daily office duties, as the only office personal reporting

directly to the co-owners

Created production and shipping schedule, coordinated with trucking

companies

Handled all Accounts Payable, Accounts Receivable, Workers Compensation

Contacted suppliers and ordered necessary products

Manitowoc Public Schools, Manitowoc, WI

November, 1999 - April, 2000

Payroll / Human Resources

Handled all payroll collecting, entry and issuing of weekly payroll

Tracked and processed Unemployment claims and Workers Compensation

Assisted with Human Resources on employment verifications, contacting

substitute teachers, vacation and personal leave tracking

Lakeshore Fireplace, Manitowoc, WI

November, 1998 - October, 1999

Office/Store Manager

Performed all offices duties as needed

Worked with incoming customers and contractors

Established appropriate pricing and quotes for jobs

Ordered and tracked products for store and contractors

Handled customer service issues

Performed all Accounts Payable and Account Receivable duties

KI, Manitowoc, WI

November, 1994 - October, 1998

Payroll/Human Resources/Quality Control

Collected weekly timecards for 350 plus employees, processed and logged

Tracked and enforced attendance, point system and all employment policies

Handled Workers Compensation claims and Unemployment benefits

Organized, interviewed and tracked all summer help consisting of over 150

workers

Reviewed all incoming quality issues, investigated and reported them

directly to all Plant Managers at weekly meetings

Assistant to Human Resource Manager and Plant Manager, handling all

administrative duties as needed

Worked directly with each department and shift manager on work and

production schedules

EDUCATION

Associates Degree, Northeast Wisconsin Technical College, Green Bay, WI -

Microcomputer Applications Analyst

Life, Health and Accident State License and continuing Education

Seminars: Sales and Marketing, Sales Management, Leadership, Lead

Management, Self-Discipline, Independent Worker, Excel, PowerPoint

Very proficient on computer with multiple software packages, internet,

email, lead programs

REFERENCES

Adam Frazier, United Healthcare Group - 920-***-****

Michael Hoard, United Healthcare Group - 888-***-**** ext. 64777

Grant Born, Healthcare Solutions Team - 847-***-****

Eric Eckenstahler, Healthcare Solutions Team - 309-***-****

Annette Dahlke, United HealthOne - 920-***-****

Joe Eichman, Healthcare Solution Team - 630-***-****

Bob Smith, Healthmarkets - 920-***-****

Contact this candidate