Sales Customer Service

PROFILE SUMMARY

Results-driven, competent, and dynamic professional, offering 20+ years’ expertise in diverse field ranging Professional Sales, Customer Service, Advisory, Insurance, Investment and Healthcare. Concept-to-execution driver with proven adeptness in handling the entire project life cycle and all operational aspects of business. Excels at establishing win-win relationships and addressing diverse customer needs by providing innovative solutions and ensuring utmost satisfaction. Exceptionally organized and disciplined; possesses well developed interpersonal skills and the ability to motivate and direct others in a supportive, cooperative team environment. Collaborates well with all levels of professionals, including clients, managers and various teams. Displays proven effectiveness to manage multiple tasks in a fast-paced environment, completing projects within tight deadlines and budget constraints.

HIGHLIGHTS

Excellent Communication Skill

Workflow Optimization

Market Analysis

Information Systems

Detail Oriented

Strategic Planning

Prioritization

Risk Management

Project Management

Performance Optimization

Process Improvement

Professional Sales

Change Control

Leadership

Problem Solving

Business Support

Customer Relationship Management

Strong Analytical Skills

Collaborative Skills

Trainer 1 Certified

MS Office

PowerPoint

EMPLOYMENT HISTORY

TeleTech, Richardson TX Sep. 2013 – Oct. 2017

Licensed Agent

Key Achievements

Utilized consultative sales model to enrol qualified individuals into ACA plans for residents of SE Pennsylvania into Independence Blue Cross Medical Plans, Dental and Vision.

Consulted with customers on health-related products and services while providing the best solutions for their health and financial well-being

Assisted Medicare-eligible individuals in selecting the products and services that best meets their needs

Answered questions related to coverage and annual changes on healthcare plans, pharmacy networks and drug formularies

Aided customers with the enrolment process

Qualified customers to join community meetings and scheduled in-home appointments

Consistently made top 5% sales over my entire tenure

As a Medicare Sales Agent, I enrolled eligible individuals in Medicare products accurately and thoroughly completed required enrolment documentation, consistent with Medicare requirements and enrolment guidelines

Extendhealth, Richardson TX Aug. 2012 – Apr. 2013

Seasonal Customer Service Representative

Key Achievements

Effectively and efficiently responded to inquiries from recently enrolled in Medicare and Medicare supplement Plan participants; obtained the Texas Life and health insurance license.

Assisted patients with all aspects of insurance billing resolution or payments and documented any information or conversations in the computer regarding the patient's accounts.

Utilized knowledge of the healthcare field by explaining insurance coverage benefits and medical care cost to patients

Resolved problems as needed to diffuse intense situations and frustrated callers.

FreeLance Internet Marketing and Social Media Consultant May. 2011 – Aug. 2012

Key Achievements

Implemented social media strategies that build brand awareness, generate inbound traffic and product adoption.

Provided technical knowledge and expertise to clients in areas of Web development, marketing and advertising

Suggested designs and content based on the type of business or organization to be featured on the Internet

Helped businesses understand and ultimately use social media tool while administering social media sites

Cisco Systems product ordering unit, Dallas TX Jan.2006 – Jun.2009

IBM Customer Satisfaction Business Specialist

Key Achievements

Coordinated, executed, and managed outbound call programs built to effectively retain customers through positive relationship building, listening to concerns/addressing issues, and educating on available products and services.

Exceeded inbound call satisfaction score contract requirement of 4.2/5 each week.

Reviewed surveys

Promptly resolved customer service issues to the customer’s satisfaction per company procedures and standards

Facilitated weekly conference Call with Cisco management regarding scores

Determined call metrics, strategies, and staffing requirements to complete goals as determined by management and the executive team

Provided tailored responses that match the caller’s expectations and demonstrate a sense of urgency for their request

Built strong rapport by utilizing interpersonal skills, asking clarifying questions, and anticipating member needs

Southwest Financial Group Retirement Services, McKinney, TX Sep. 2005 – Jan. 2006

Retirement Advisor

Key Achievements

Educated public school employees on their State Teacher Retirement Benefits

Analyzed assigned client retirement plans to determine the strengths and weaknesses

Developed and implemented a customized education campaign to reach established goals

Provided accountability to goals through regular measurement and reporting

Effectively communicated and delivered education to plan participants to help them prepare for a successful retirement, both financial and non-financial goals

Gold’s Gym, Carrollton TX Jun. 2005 – Sep. 2005

Fitness Consultant (Sales)

Key Achievements

Responsible for generating leads internally and externally

Educated individuals on the benefits of a well-rounded exercise program

Promoted fitness services to members through various forms of contact

Explained concepts clearly by understanding audience dynamics and provided concise, understandable messages.

Maintained enthusiasm and performance after disappointment and took negativity in stride while finding solutions to obstacles and challenges.

Understood and appreciated different and opposing perspectives on issues; enjoys challenges; reacts calmly and performs consistently under pressure

21st Century Insurance, Carrollton TX Oct. 2004 – Mar. 2005

New Business Representative (Inbound Sales)

Key Achievements

Obtained appropriate underwriting info for accurate quotes

Provided clients with the benefits and advantages over similar companies

Proved multitasking skills with the ability to handle multiple mediums of communication simultaneously including, phone, email and chat while working in a fast-paced environment.

Conducted proactive consultative needs analysis for new and existing customers, developing product solutions which met the needs of each customer.

Created sales tracking tool using Excel, maintaining accurate records of monthly sales and increasing call and data entry accuracy.

Worked closely with management to keep employees’ morale and increase sales.

AT@T Wireless, Plano, TX Sep. 2003 – Dec. 2003

Virtual sales Associate

Key Achievements

Consistently achieved figures above company standard associate sales average.

Developed revenue by fielding inbound phone inquiries regarding phones and service.

Assessed needs and recommended appropriate rate plan, hardware, and accessories

Prestige Ford, Garland TX Aug. 2002 – Oct. 2002

Sales Associate

Key Achievements

Developed revenue by fielding inbound phone inquiries regarding phones and service.

Ensured high levels of customer satisfaction through excellent sales service

Assessed customers’ needs and provided assistance and information on product features

Followed and achieved department’s sales goals on a monthly, quarterly and yearly basis

Fidelity Investments, Dallas TX Sep. 1997 – Feb. 2001

Insurance/Annuity Specialist (Inbound Call Center Sales)

Key Achievements

Responsible for providing product information via the telephone to brokers, agents and policy contract holders

Created new and maintained existing relationships with brokers and agents to help generate sales of products.

Performed concierge functions to establish new accounts within trust channel.

Consulted with potential investors by probing needs and experience

Built rapport through consultative need based selling and active listening

Series 6,7,63, and Group 1 licensed

Alliance Data Systems, Dallas TX Feb. 1997 – Sep. 1997

Inbound Supervisor (Call Center)

Key Achievements

Monitored queue and track inbound calls, keeping agents aware of inbound calls, calls waiting, abandonment rate, etc.

Responsible for the development of new customer service rep and conducting new hire interviews

Facilitated new hire training classes and continuing education for seasoned reps

Helped to assure required service levels by properly monitoring my team

American Funds Service Co., Indianapolis IN Jul. 1992 – Oct. 1996

Inbound Supervisor (Call Center)

Key Achievements

Organized and directed the day-to-day activities related to the operation of the Call Center.

Responsible for managing, training & guiding call center agents in performing their duties.

Provided support, reported and resolved problems and complaints.

Monitored agents and contacted center performance, and analyzed reports.

Helped in developing schedules to ensure adequate staffing levels.

EDUCATION

University of Texas, Austin TX

BA Economics with minor in Business Administration

CERTIFICATION

MCP Network+

REFERENCES

Available Upon Request

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