Telesales Customer Service
Resume:
Address: **** * **** ** ******* FL *****
Phone: 305-***-**** Email: *******************@*****.***
Madelyn Marie Fernandez
Objective
Seeking a challenging position with opportunity for advancement.
Experience
2013 - Present United Healthcare Miami, FL
Develop Sales strategies to acquire a sufficient number of referrals and other self-generated leads to meet Sales targets.
Work assigned (company-generated) leads in a timely manner.
Maintain up-to-date and clear information about assigned and self-generated leads in company Lead Management system.
Achieve monthly Sales targets.
Conduct presentations with potential customers. Customize Sales presentations and develop Sales skills to increase effectiveness in establishing rapport, assessing individual needs, and communicating product features and differences.
Comply with Medicare and State Sales, Marketing, and Enrollment requirements. Ensure Medicare beneficiaries accurately understand the product choices available to them, the Enrollment process and the service contacts and process.
Enroll eligible individuals in the Company's products. Accurately and thoroughly complete and submit required Enrollment documentation, consistent with Medicare requirements.
Provide input to Sales leadership about opportunities to improve products/services, Provider networks, Member service, Telesales, Retention and Marketing programs and messages, business policies and procedures, and Sales tools
Complete required sales training. Attend required sales meetings. Maintain active sales license.
Remain apprised of Medicare Sales, Marketing, and Enrollment regulations and developments, Managed Care industry and competitive trends, and Secure Horizons Sales, Marketing, and Operations Operating practices and requirements.
Complete miscellaneous Sales Administration responsibilities, including individual collateral requests, database management, and community meetings scheduling.
Use a Consultative approach to close sales by knowing the Company's products/services and industry, as well as the needs of the customers, using that knowledge to close business.
Experience Continued
2009 - 2013 United Healthcare Sunrise, FL
Resolution Support Specialist
Acted as an information resource for customer service representatives handling inbound Medicare Advantage Plan calls.
Served as a customer service expert to resolve Medicare Advantage Plan enrollee dissatisfaction issues and ensure member retention.
Resolved escalated Medicare Advantage Plan enrollee issues that could lead to member dissatisfaction and disenrollment from the plan.
Assisted with claims processing for complicated claims related issues for Medicare Advantage Plan Members.
Conducted outbound call campaign requests to Medicare Advantage Plan enrollees when needed.
Responsible for completing all training required for new hire Resolution Support Specialists.
1999-2008 United Healthcare Sunrise, FL
Medicare Advantage Plan Sales Representative
Responsible for increasing the membership, revenue and profitability through the direct sale of the organization's products and services to Medicare eligible individuals.
Generated own leads from referrals and local-tactical research and prospecting.
Developed sales strategies to procure sufficient number of referrals and other self-generated leads to meet sales targets.
Worked assigned leads in a timely manner.
Achieved/Exceeded monthly sales targets.
Conducted presentations with potential customers. Customized sales presentations and developed sales skills to increase effectiveness in establishing rapport, assessing individual needs and communicating product features and differences.
Enrolled eligible individuals in the company's products.
Provided input to sales leadership about opportunities to improve products/services.
1996-1999 United Healthcare Sunrise, FL
Personal Service Specialist
Answered incoming calls from Medicare Advantage Plan members and assist with inquiries on benefit and claims.
Assisted with claim issue resolution, including coordination with providers.
Responsible for proactive service calls to Medicare Advantage Plan members, including assistance with any service needs.
Accountability for proactive health education calls to Medicare Advantage Plan members.
Education
1982 Miami Lakes Senior High Hialeah, FL
High School Diploma
1999 Gold Coast School of Insurance Tamarac, FL
State of Florida Health Agent License
Computer Skills
Proficient in the applications listed below
All applications currently used by the Customer Service and Telesales Departments.
All Microsoft Office Applications
Internet Browsing Applications
All Email applications
References
Available upon request.
Contact this candidate