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Ivis Vento

ad3zli@r.postjobfree.com 813-***-****

SUMMARY

* Ability to work flexible hours

*Solution-oriented mindset when addressing day-to-day issues

*Strong written and verbal communication skills

*Demonstrated work experience in the insurance and compliance industry

*Clear customer service skills that demonstrate measurable results

*Exceptional organizational skills

EXPERIENCE

Quality Assurance Specialist

ERTC Express September 2023 - November 2023, FL, Tampa Assisted in creating a scoring merit to assess aspects, such as accuracy, compliance, professionalism, empathy, and adherence to company guidelines

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• Provided live couching to Account Executives both in Spanish and in English, guiding the AE to overcome hurdles during the call. Prepared reports on evaluation outcomes, identifying trends, areas of concern, and improvement opportunities. Presented findings to management for action and decision-making

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Participated in calibration sessions with fellow quality assurance specialists to ensure consistent and unbiased evaluation outcomes across the team

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• Contributed to the development and execution of quality improvements aimed at enhancing customer satisfaction, employee

• performance, and overall operational efficiency

Quality Assurance Specialist

Benefytt Technologies, INC December 2021 - August 2023, FL Tampa

• Played a key role in monitoring calls regularly, contributing to operational excellence

• Assess and document calls through the use of proprietary tools

• Assist with the facilitation of meetings and huddles

• Collaborator in the roll out of new department initiatives and standards

• Aided in training and onboarding of new hires

• Provide constructive feedback in a coaching environment

• Assist with proactively preventing escalations through call monitoring, coaching and training New Member Service Agent

Benefytt Technologies, INC October 2020 - December 2021, FL Tampa

• Placed outbound calls post enrollment to new members with the push to retain their business

• Handled inbound calls with an emphasis on providing world class customer support

• Provided MAPD and Supplement plan information to newly enrolled members using carrier and proprietary tools

• Handled a total of 75 calls per day with a daily active rate of 82%

• Held a Quality Assurance average grade of 95%

• Maintained a daily active rate of 82%

• Aided in the training and onboarding of new hires Licensed Sales Agent

Health Plan One January 2015 - October 2020, FL, Tampa

• Educated individuals about Medicare Part A, Part B, Part C (Medicare Advantage), and Part D (Prescription Drug Plans)

• Conducted assessments to understand each client's healthcare needs, preferences, and budget constraints

• Enrolled prospects through carrier, governmental and proprietary software

• Kept up-to-date with changes in Medicare policies, regulations, and plan offerings

• Assisted with training of new hires

• Held a consistent close conversion rate of 30% with a Quality score of 92% EDUCATION

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EDUCATION

Gaither H.S. • 2001, H.C.C. 2001, Medix School. Phlebotomy. 2003, 2-15 Florida Health, Life, and Variable Annuity License SKILLS

● Insurance sales strategies

● Quality Assurance controls and operations

● Call center experience with emphasis on policies and procedures

● Customer Relations

● Bilingual English/Spanish

● Time Management

● Data entry with experience on the following CRMs Salesforce, Agent Cubed and Virtual Observer

● Experience with call center dialer systems Five9 and InContact

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