Customer Service Call Center

ANTHONY B. INGRAM

**** ******* ***** **. **************, VA 23111 • 804-***-**** Cell

**********@*****.***

CAREER OVERVIEW

A focused and results driven sales professional with over 25 years’ experience in Customer Service, Claims Processing, Recruitment and Training. Management, Marketing & Sales in Life, Health, Disability, Medicare Supplement, Medicare Advantage, Prescription Drug Plans and Annuity Insurance. Recognized for effective communication, leadership and strategic planning skills. Self-motivated team player and dedicated to achieving organizational goals

DEMONSTRATED SUCCESS RECORD IN

Recruitment/Staffing/New Hire Employee Training

Preparing communications, such as memos, emails, invoices, reports and other correspondence

Scheduling and coordinating staff and other meetings

Providing courteous and effective oral and verbal communication.

Ability to solve problems and analyze complex situations under pressure.

Overcoming objections and closing sales deals and agreements.

Designing creative marketing campaigns targeted to increase market share and visibility.

Motivating, coaching, and training staff to meet company expectations.

CORE COMPETENCIES

Sales (membership/ service) • Conflict Resolution

Identifying Process Improvements • Competitive/Strategic Planning

Prospecting/ Client Cultivation • Negotiating

Credit and Debit Card Disputes

Take phone calls regarding LMS (Learning Management System)

Reset passwords, answer general training questions, provide daily software updates

SOFT SKILLS

Problem-solving

Adaptability

Communication

Time management

Decision-making

Collaboration

Leadership

Conflict resolution

MICROSOFT OFFICE

Support and/or customer service experience • Excellent customer service skills • Ability to communicate effectively in a non-technical manner (written and verbal) • Tech savvy with working knowledge of standard software products, databases, and remote control • Good understanding of computer systems, mobile devices, and other tech products • Ability to diagnose and resolve basic technical issues.

Assist with gathering proper documentation to apply for new agent licenses and certification renewal

Benefits administration, Workers Compensation, VA

PC/Systems skills & knowledge: MS Office, Data Entry

Claims Administration

Proficient in Microsoft Applications (Excel, Word, PowerPoint, Outlook)

HIGHLIGHTED CAREER ACHIEVEMENTS

Columbian Mutual Facilitated on boarding of new employees by scheduling training, providing coaching, and processing appropriate documents. Successfully trained staff in all office policies, and procedures while focusing on minimizing errors and generating superior results.

Optima Health Developed and created effective filing system to accelerate document processing. Reduced handling times by 50 percent.

Anthem Blue Cross & Blue Shield Contacted patients for unpaid claims for HMO, PPO, and private accounts. Performed courteous follow ups to ensure a positive customer experience and proper payments were made in accordance with contracts. Recruitment/Staffing/New Hire Employee Training

Mutual of Omaha Developed and executed marketing programs and general business solutions resulting in increased company exposure, customer traffic, and sales. Assist with gathering proper documentation to apply for new agent licenses and certification renewal. Recruitment/Staffing/New Hire Employee Training

EXL Digital Insurance - Demonstrates experience on PC and the ability to work simultaneously with multiple computer systems. Work harmoniously with peers in a team environment to accomplish personal and professional goals.

EDUCATION

J. Sargeant Reynolds Community College

Associate Degree in Applied Science with a Major in Community & Social Services

Richmond, VA. Graduate Cum Laude 01/1994 05/ 1997

VA. State Producer License: Life, Health, Annuities and Limited Property & Casualty

Completed numerous courses and seminars in insurance, customer service, sales strategies, loss prevention, time management, leadership skills and computer network security.

PROFESSIONAL EXPERIENCE

Choice Insurance Agency / Anthem 01/2006 / 11/2022 Medicare & Health Insurance Representative

Market Group and Individual Major Medical Health Plans. Manage new and existing accounts. Receive requests from account members for current information regarding Anthem Health plan options. Prepare health insurance illustrations, present and illustrate medical health benefits. Supply account members with appropriate brochures and sales material. Complete required applications and organize all health insurance documents. Forward customer correspondence to Anthem Health underwriting department for internal review. Review, research and negotiate health insurance plans, benefit options and other contracts. Research and access computerized financial information to answer questions related to specific accounts. Communicate with customers, employees and other individuals to answer questions and explain information. Review files, records and other documents to obtain information and respond to requests. Complete and mail bills, contracts, policies, invoices. Record and proofread data, records and reports. Recruitment/Staffing/New Hire Employee Training

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Quality Staffing of America / CVSH / Aetna 08/2021 – 07/2022 Medicare Account Associate / Contractor

Process inbound queries, maintains in-depth knowledge and communicates product portfolio, provider campaigns, medical centers, and associated eligibility guidelines to existing members

Helps the members understand all their insurance options, including Medicare Supplement Plans, Medicare Advantage Plans, Part D Plans.

Responsible for successfully verifying eligibility and completion of Medicare Advantage, Part D Prescription Drug and Medicare Supplement Plan enrollments.

This includes accurate logging and updating in multiple CRM systems; example: Salesforce, SpiceCSM, NICE-CXOne, Sunfire

Maintains consistent and reliable reporting and sales call tracking.

Helps Medicare members understand all their insurance options, including Medicare Supplement Plans, Medicare Advantage Plans, Part D Prescription Drug Plans.

Route leads and inquiries to the appropriate Field Sales Representatives in various States and locations, upon member request.

When requested, submit the email of Medicare Advantage / Part D plan quotes and other relevant material to prospective members

Meet or exceed both quality and production goals as communicated regularly by Health Plan leadership.

Works cohesively with the Medicare Support Center to increase the volume of Medicare health plans sold to individual consumers within a respective territory.

Utilizing consultative selling skills, effectively close sales by providing a holistic solution that best fits the individual’s healthcare needs.

Professionally represents the organization and its offerings, engendering confidence and commitment to professional standards.

Maintain current AHIP certification on an annual basis.

Excellent customer service skills

Strong knowledge of industry standards and guidelines.

Attention to detail

Outstanding written and verbal communication abilities

Familiarity with computer and necessary software

Must have high ethical standards and treat prospective enrollees with respect and dignity.

Perform other duties as assigned.

Receive inbound calls from members and consumer prospects, who have questions regarding Medicare, Medicaid and Major Medical Health Insurance. Completes enrollments by using State compliant script for inbound prospective enrollee, who has expressed an interest in enrolling in Virginia Premier Advantage Elite (HMO DSNP) Plans.

Serves Medicare members by completing enrollments and responding to requests; resolving complaints; maintaining quality service. Demonstrates experience marketing and selling managed Medicare Advantage Elite (HMO DSNP) Plans.

Rapport building, documenting information within the CRM database. Review Medicare options to help determine if one of Virginia Premier plans is appropriate for prospective enrollee.

Prepares work to be processed by gathering, sorting, organizing, and recording data, information, and documents. Update customer file in CRM with summary of interaction

Provides information by collecting, analyzing, and summarizing information, responding to requests. Resolves complaints by investigating issues and composing responses.

Maintains quality service by monitoring standards, advising supervisor of potential problems. Prepares reports by collecting and analyzing information.

Updates job knowledge by participating in educational opportunities.

Enhances department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Provide a positive customer experience with excellent customer satisfaction. Demonstrate professional phone etiquette.

Demonstrate proficiency with Sales systems. Excellent listening skills

Excellent computer and navigational skills

Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)

Astyra / Capital One, Contractor / Richmond, VA. 06/2018- 01/2019 Customer Service Call Center Rep III

Manage daily volumes of debit card disputes for claim processing center.

Reconcile daily volumes of debit card transactions related to Capital One Bank

Assigns escalate and research disputes to internal customers

Prepare responses with information as needed

Conduct Audits to review and escalate cases as needed

Monthly Reconciliation of Chargeback Debits in Dispute's Databases

Analyze weekly/monthly metrics, identify issues, research them and report them promptly

Systems Used; Aegis, Extra, Acquire, Touchpoint, Amazon Connect, FIS Data Navigator

Proficient understanding of credit card processing and dispute cycle

Excellent Communication Skills, both written and oral

Excellent Customer Service Skills

Excellent Negotiation and conflict resolution skills

Ability to manage multiple tasks

Work on processes that are semi routine in nature but recognize the need for occasional deviation from common practices

Follows established procedures on routine work, instructions and works well under minimal supervision

Ability to work well both independently and in a team environment

Troubleshoot, process and answer questions related to cards for both internal and external members.

Complete research on member’s cards for inquiries that arise from members or staff and follow up accordingly.

Provides necessary support to call center and other employees in troubleshooting difficult situations relating to cards.

Responsible for backing up Card Services Dispute Specialist as needed.

Contact members to verify transactions as needed and update status of accounts.

Responsible for processing disputes on both the Mastercard debit and Visa credit card platforms.

Monitor fraud transactions and reports for trends and similarities and forward to management and staff.

Responsible for staying current on Regulation E and ensuring bank credit is not at risk.

Maintaining dispute process procedures.

Assisting with employee training including dispute forms and process.

Demonstrate thorough knowledge of life, annuity and health insurance products, services and programs. Effectively use this knowledge to illustrate and position the products in an innovative way. Stay current on all mortgage, life, disability, workers compensation and health insurance products and market conditions. Assists company underwriting department in the administration of individual life, group life, disability and/ contracts. Assist with benefits, customer location and insured members with understanding coverage and benefit features of the plans. Particularly involved in claim updates/reports and interaction possibly between supervisors, department heads and multiple customer locations. Responsible for providing reports to the policyholder’s benefit and business locations on approved claims, outstanding information requested, and Evidence of Insurability status as needed. Responsible and held accountable for maintaining and protecting personal information of the policyholder. Acts as a liaison between the policyholder and company. Responds to claim and coverage inquires, including verifying appropriate premium administration. Address customer service issues, claims issues, contract issues and other individual & group life, disability, related inquiries.

EXL Digital Insurance, Richmond, VA. 10/2017 - 03/2018 Medicare, Life Insurance Sales Agent/Call Center

Effectively and efficiently communicate with prospective customers by adhering to established call center processes and performance standards. Uses client approved Call Guides and Close Sales of Health and/or Life Insurance Products. Build positive relationships with operations team members. Maintain strict adherence to schedule, have excellent time management skills, and be energized by the Sales Process in a fast-paced environment. Cross-train on multiple products to provide operational flexibility and support for peak demand periods throughout the year. Remain current on changes and updates for products, processes, and operational procedures to ensure compliance with all required regulations and standards. Demonstrates experience on PC and the ability to work simultaneously with multiple computer systems. Flexible/Open to change - ability to adapt positively to changing business needs. Focus on results - proven ability to set and meet aggressive goals. Work harmoniously with peers in a team environment to accomplish personal and professional goals. Ability to identify and convert new business opportunities, ability to cross sell actively, contributes to business development and to attracting, retaining, developing, and motivating a team of diverse and qualified staff. Familiar with automated campaigns and email marketing platforms like,

Genworth Financial, Richmond, VA. 03/2017 - 07/2017 Senior LTC Claims Representative

Accountable for investigating, evaluating, obtaining and utilizing critical information required to accurately and objectively pay Long Term Care and workers compensation claims in VA. Utilize the claimant's contract and other information provided at time of claim to determine the eligibility of services to pay or establish the need for additional information. Accurately identify claims requiring a higher level of review. Effectively manage and prioritize a work queue and multiple job responsibilities in a fast-paced environment, frequently with aggressive deadlines. Accountable for recognizing and working within a structured environment with clearly defined standard operational procedures to ensure consistency of claims practices and resolution. Call customers or representatives to clarify billing and payment information. Effective communication to customers and co-workers including making outbound phone calls as required by the company

OPTIMA HEALTH, Virginia Beach, VA 01/2008 12/2011 Medicare Enrollment Agent

Enrollment and maintaining existing membership of customers in Optima Medicare Advantage and Prescription Drug Plans, Optima Health for Individual and Group Plans. Review applications as required by Optima Health, demonstrate appropriate and professional communication methods while assisting members with Optima MAPD and Individual Health enrollment process. Build and manage relationships with new and existing members by selling appropriate products and services in a competitive environment. Recruitment/Staffing/New Hire Employee Training

COLUMBIAN MUTUAL LIFE, Syracuse, NY 01/2000 12/2005 District Manager

Sell life insurance and annuities. Provide communication, training and education on company guidelines and procedures to new insurance agents. Establish member relationships through quality service and cross selling company products/ services to meet member needs. Manage new and existing accounts, receive member's request by phone to update or purchase additional life and annuity insurance. Maintain appropriate knowledge of all company products and services. Provide quality service by following all member service expectations. Maintain a working knowledge of all applicable federal and state regulations including corporate policies and procedures. Utilize superb problem-solving skills to address and resolve complex member and company issues. Develop and execute marketing program general business solutions to drive business and increase market share. Collaborate with company executives to identify new business opportunities and routinely participate in the sales process. Assist with gathering proper documentation to apply for new agent licenses and certification renewal. Recruitment/Staffing/New Hire Employee Training

Sheltering Arms Rehabilitation Center, Richmond, VA. 01/1995 – 12/1999 Help Desk Therapy Pool Office Assistant

Clinician scheduling, supply ordering, check and reimbursement request. Workers’ compensation claims. Therapy swimming pool maintenance, chart organization and therapy exercise scheduling and events. Administrative backup for clinicians, occupational, physical and speech therapist. Experience supporting medical personnel, ability to multi-task and problem solve. Administrative support for upper-level management. Responding to inquiries from internal and external sources and routing calls to appropriate staff and pool members. Medication line coverage for pool therapy patients and members. Personal items protection and locker room management.

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