Customer Service Call Center
Resume:
Felecia Hill
Houston, TX 77077
Professional Summary
Enthusiastic Sales and Customer Service professional with expertise in communication and negotiating. Driven to provide superior quality customer service. Innovative in leveraging extensive knowledge of products and services as well as creating solutions for customers to drive loyalty, retention and revenue.
Education:
Judson University, 1151 N. State St., Elgin, IL 60123 (60 credit hours)
Olive Harvey, 10001 S. Woodlawn, Chicago, IL (17 credit hours)
Military:
7/89-7/94
US Army, Honorable Discharge
References:
Available upon request
Licenses:
NPN- 19266467 TX- 2438860
Skills
Sales Consultation
Lead Prospecting
Customer Needs Assessment
Customer Service
Client Service
Lead Generation
Product Knowledge
Call Management
Upselling
Product Sales
Client Account Management
Work History
Anthem Retention and Sales Remote 9/22 to Current
Inbound Call Center remote
Provider callers with information regarding medical, dental and vision plans
Evaluate client needs and make appropriate coverage recommendations
Completed carrier certifications for multiple insurance providers
Utilize tools and applications to complete policies
Enroll caller into plans
Resolved concerns with plans to help with retention and drive sales.
Digital Senior Benefits/ Insurance Agent/ current 1/2020 to 9/2022
Inbound Call Center remote
Interact with customers, clients, insurance carriers to provide coverage information
Complete a variety of day-to-day client service transactions and necessary tasks as needed to obtain the insurance policy
Evaluate client needs and make appropriate coverage recommendations
Completed carrier certifications for multiple insurance providers
Utilize tools and applications to complete policies
Resolve customer objections and offer additional benefit packages that provide increased coverage and cost savings.
Generated quotes and proposals for clients to match individual needs. Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
Educated clients on insurance policies and procedures.
Vacations to go/ Travel Agent/ Sales 10/15/2015 to 7/10/2019
Inbound call center
Interacted with customers, clients, cruise lines and internal sources to provide vacation information
Completed a variety of day-to-day client service transactions, including taking payments, arrangements for transportation to and from the cruise ships, cancellations and any necessary task needed to complete the vacation bookings
Evaluated client needs and make appropriate vacation recommendations
Completed carrier certifications to have access to book cruises
Resolved customer objections and offer additional cost savings.
Communicated benefits and information regarding international travel insurance with clients and obtained best rates.
Developed loyal clientele base due to excellent listening and research skills and keen understanding of travel budgets.
Universal Protection Services/ Operations Manager 10/1/14 to 10/15/2015
Interacted with individuals to provide coverage information for various sites.
Completed a variety of day-to-day client transactions, including providing material for certification, hiring and other necessary tasks as needed
Evaluated individuals needs and placed the individual at appropriate jobsites.
Utilized tools and applications to complete hiring and times sheets
Licensed Mortgage Loan Originator /Sales Agent
Updated borrowers through each step of loan application, approval and closing processes while remaining attentive to customer needs.
Worked with underwriters to fix application problems and resolve issues.
Explained different types of loans pertaining to client situations.
Assisted clients in selecting correct loan product and terms to meet needs and financial goals.
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