Licensed Agent
Resume:
Merne Graham
*****.******@*****.***
OBJECTIVES
Dedicated, hard-worker with motivation to maintain guest satisfaction and contribute to success, happiness, and excellence.
EDUCATION
The Colony High School (2004-2006)
Winfree Academy Charter School(2006-2007)
Graduated May 16th, 2007 in the top 10% in my class with a 3.4 GPA one full year early. High School Diploma received.
EXPERIENCE
Medicare Advantage Customer Service Aegis USA/United Healthcare
November 2014 – Present
January 19th – Medicare Advantage Customer Care Representative (Inbound/Outbound) Explaining benefits to members about their plans, assisting with billing questions, PCP’s, claims, etc.
December 8th: Medicare Advantage Inbound/Outbound Customer Service training.
PDP Advisor(Sales) – November 3rd through December 7th: Consultative selling/assisting inbound calling consumers enroll in Medicare Part D prescription drug plans for the Annual Enrollment Period.
Obtained the following certifications:
2015 Medicare Basics
2015 Ethics & Compliance
2015 AARP 101
2015 Medicare Prescription Drug Plans
General Lines – Life, Accident, Health, & HMO License#1988982
Licensed Agent National Agents Alliance
November 2014 – Present
Currently training for sales in whole/term life insurance, disability, mortgage protection, annuities, etc. upon waiting for my pending license to finish processing. Helping protect as many families as possible.
Assistant Manager/Shift Manager/Cashier Braum’s Ice Cream & Dairy
February 2009 – October 2014
Observed all stations and moving appropriate team members where needed to ensure a smooth running shift
Assisted guests with food selection, inquiries, and order customization requests while helping drive sales goals/achieving monthly quota figures
Maintained positive attitude to make guests' shopping experiences memorable and pleasant
Key Carrier - Responsible for opening the store on time and closing the store, getting change, counting drawers, counting deposit, doing returns, monitoring labor
Calculating numbers each morning on where the business stands as far as fountain/package sales, where we compare to last year, labor, and shrink
Monitoring temperatures of all freezers, coolers, and product
Increasing and decreasing items as needed to be received on next truck
Expediting all orders out to appropriate stations during peak times
Cashier/Guest Delighter Mighty Fine Burgers, Fries, & Shakes
February 2012 – June 2012
Take guest's orders accurately and delighting them by following specific processes as well as coaching.
Creating legendary experiences by delighting guests in a traditional, fun, Texas manner.
Thorough, quality closing procedures.
Cashier Baskin Robbins
February 2012 – June 2012
Serving guests and making sure product is well-stocked for them
Making waffle cones from scratch by hand
Knowing proportions for shakes/smoothies and other items
Cashier Rice Boxx
May 2008 – November 2008
Opening – Prepping everything and brewing the tea
Taking orders for dine-in/takeout
Taking orders over the phone and fax
High-demand expo station
Assembling/packing delivery orders as well
Closing – Cleaning thoroughly and counting down register at the end of the night
Cashier Rollerz
September 2007 – November 2007
Opening – Prepping display salads and salads daily, setting out fruit for smoothies
Serving guests in the front
Knowing proportions for blending smoothies – more than one smoothie at a time
Thorough closing and pre-closing procedures – followed a checklist
SKILLS
Typing 133 WPM with Minimal Error
Advanced Computer Skills:
(Microsoft office, editing/enhancing music files and pictures, creating graphics and charts, html coding)
Multi-tasking
Time Management
Excellent Listener
Accommodating Guests’ Needs
Staying Productive
Restaurant:
Fast-Paced Drive-Thru
Taking Orders Accurately
Knowing/Memorizing Proportions
Consistency in Serving Quality Product
Delighting Guests
Delegating Employees
ServSafe Certificate
TABC License
ACCOMPLISHMENTS
Guest Service
Consistently received positive feedback from guests and created repeat business by developing long-term relationships with guests.
Handled guest complaints, maintaining a positive dining experience for all rest.
Promotion to shift supervisor by constantly going out of the way to take care of guests and willingness to improve the store.
General Lines – Life, Accident, Health, & HMO License
General lines study material finished in 2 weeks
AWARDS
"Because of Me Spotlight”
Received five total positive comment cards from guests in my honor (by anticipating their needs, engaging, and still being productive, fast, and knowledgeable.) In turn, I was given two "Day Maker" pins to put on my hat at work, along with each printed certificate regarding the comments.
Twice that I've been here in the past few months, we also won the monthly PEA. (Performance of Excellence Award) competing against the other stores.
Received a secret shopper's Game Film score of a 92. I was given another "Day Maker" pin.
REFERENCES
Keysha Boyd
Shift Manager
Bianca Halliburton
General Manager
Cari O’ Boyle
General Manager
Carl Martin
General Manager
Nasim Ahmed
General Manager
Abel Noyola
Assistant Manager
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