Customer Service Call Center
Resume:
HIGHLIGHTS
IT Channel Sales Certified Master, Licensed Insurance Agent in Life & Health, and a Military Veteran with well over 10 years of experience in B2B Consultative Sales, Customer Service, Marketing, and Business Development with a prior 6-year tenure in project and corporate procurement. A dedicated employee with demonstrated ability to provide motivation in line with successful marketing and promotional campaigns designed to drive organizational goals with high integrity, strong work ethic, and great leadership skills.
SUMMARY OF SKILLS
B2B Sales
Benefits Specialist
Call Center Supervisor
Chat Sales
Claims
Consultative Sales
Customer Service
Dual Eligibility
IT Sales
Leadership
Life, Health, & Accidental insurance Sales
Medicare AHIP
Microsoft Office
Conflict Resolution
Patient Care Advocate
Product Training
Quality Assurance
Remote Office Management
Salesforce
CRM
Special Needs Plans
Strong Written and Oral Communication
Technical Support
SharePoint
PROFESSIONAL EXPERIENCE
WPS Health Solutions -Customer Service Rep 2, Remote, Cypress TX
5/2023 – 5/2024
Handled inbound and outbound health insurance and claims calls
Specialized in conflict resolution and escalations
Support our members and providers with inquiries through phone, email, or secured messaging
Fielded inquiries on benefits, claims, authorizations, and provider verifications
Navigated multiple systems to provide support
Teleperformance USA – Licensed Health Insurance Agent & Benefits Specialist, Remote, Cypress TX
8/2021–2/2023
Assist callers by fielding inbound calls to sell health insurance plans with consultative sales techniques
Using needs-analysis based approach, accurately answered questions, addressed concerns, and as a consultant, recommend appropriate plan
Responsible for maintaining high levels of quality and performance standards based on established call center metrics and benchmarks
Receive inbound benefits-related calls for the purpose of educating members on their coverages
Provide best-in-class membership experience answering questions and addressing concerns, such as co-pays, out of pocket maximums, prescription tier levels
Explained, updated payment methods, and took overage payments for OTC orders
BroadPath – Patient Care Advocate, Remote, Cypress TX
8/2020 – 8/2021
Received inbound calls for the purpose of educating members on how to understand Express Scripts pharmacy coverage and prescription claims by running test claims
Asked appropriate questions specific to member’s concerns while documenting the records system
Responsible for maintaining high levels of quality and performance standards based on established call center metrics and benchmarks
Navarre Trucking LLC – Executive Administrator, Cypress TX
12/2016 – 8/2021
Managed payroll for drivers
Handled all administrative duties
Ensured accuracy of all paperwork submitted to the client
Sitelock – Team Supervisor, Houston TX
4/2016 – 11/2016
Managed a team of 8 at a remote location (Houston TX) from headquarters (Scottsdale AZ,) i.e. Sup calls to facilitate problem resolution resulting in happy customers, monitoring chats, incoming, and outgoing calls of sales reps for accuracy and quality control
Responsible for pushing and accomplishing daily revenue goals via contests and other activities; reporting outstanding results to Director of Sales weekly
Face to face liaison for Partner (HostGator) keeping up lines of communication for Headquarters
LifeLock, Inc. – Sales Retention Specialist, Tempe AZ
11/2015 to 3/2016
Received inbound calls from members wishing to cancel exceeding sales metrics
Showed value in the product features and what they mean to the member resulting in goals reached
Re-Educated member on why they purchased initially
Global Healthcare Alliance – Business Development Consultant, Houston TX
5/2015 to 10/2015
Performed outbound calls to Practice Managers and Doctors resulting in new sales
Consulted about our service offerings and our cloud-based medical billing technology
Converted opportunities into sales
GoDaddy - Customer Development Consultant, Scottsdale AZ
6/2013 to 1/2015
The first line of communication to deliver World Class service to new and existing customers increasing their online presence by optimizing their visibility
Consulted and recommended the right online product and service strategies to help customers with their business or personal goals
Insight Enterprises, Sales Specialist & Adobe Partner Champion, Tempe AZ
4/2009 to 1/2013
Utilized excellent communication working with minimal direction reaching partner’s quarterly goals of up to $7 million resulting in a thank you letter from VP of Product Marketing
Organized “Adobe Blitz Days” creating themes and designing incentives for reps’ participation with new product launches resulting in reaching 113% to plan in 2012
Managed and closed maintenance renewals at a 98% close rate
Advertising Consultant - Valpak, East Mesa, AZ
7/2007 to 4/2009
• Increased direct mail and internet ad sales revenue within the East Valley consisting of over (50) mail zones (500,000 homes) through creative and strategic selling resulting in attaining goals
• Successfully managed sales activity from home-based office, generating sales via internet blasts, face to face sales, and cold calls reaching revenue goals
MILITARY EXPERIENCE
9/1987to 9/1994Automatic Data Telecommunication Center Supervisor – US Army
Signal Corps & MI Sector; SCI/SBI Top Secret Clearance (5) Years Supervisory
Dischare: Honorable
Training
Basic Non-Commissioned Officers Academy, Primary Leadership Development Course, Advanced Individual Training
Awards
100% Club (1) Army Service Ribbon (1) National Defense Service Medal (1) Army Achievement Medal (2) Good Conduct Medals (2) Overseas Service Medals (2) NCO Professional Development Ribbons; Expert, M-16 Rifle Badge
EDUCATION
Longview College, MO
Business Administration/Management
CERTIFICATIONS/LICENSES
NPN 19997273
Medicare 8/2023
AHIP 9/2023
HMO 11/2023
PDP 11/2023
PFFS 11/2023
PPO 11/2023
TSIG 11/2023
linkedin.com/in/sonya480
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