Service Representative Customer
Resume:
JANESSA
BAKER
***********@*****.***
Philadelphia, PA 19138
SKILLS
Client Relationship Management
Account Retention
Asset Protection
Constructive Feedback
Production Goals
Health Insurance Industry Knowledge
Insurance Terminology
Insurance Sales
Sales Quota Achievement
Administrative Support
Customer Service and Assistance
Call Center Customer Service
EDUCATION
Community College of Philadelphia
Philadelphia
Cisco Certified Networking
Computer Learning Center
Philadelphia, PA
Some College (No Degree): A+ Certification Studies
Results CX
Blue Bell, PA • 10/2022
Highmark U65
Pennie Training
CMS Training
Fraud, Waste & Abuse Training
Awarded Highmark U65 Certificate
Company Voice
Blue Bell, PA • 09/2020
Capital Blue Cross & Vibra Medicare Compliance
Broker Hotline Support Training
IKA/CBC Training
IKA/Vibra Training
Awarded Capital Blue Cross Medicare Compliance Certificate
Awarded Vibra Medicare Compliance Certificate
PROFESSIONAL SUMMARY
Highly motivated Licensed Accident & Health Producer and Sales Associate with extensive customer service and sales experience. Hardworking individual with a track record of driving increased sales and enrollments into health plans, and elevating company profile with target market. Professional executive secretarial experience and knowledgeable in various aspects of corporate call center. Strong oral, written, interpersonal and organizational skills.
WORK HISTORY
The Carney Group/Results CX/Highmark U65 - Licensed Accident and Health Producer
Blue Bell, PA (Work From Home) • 09/2022 - 12/2022
Attended continuing education courses and workshops to gain additional insurance industry knowledge.
Cultivated relationships with clients to identify and meet insurance needs and establish trust and rapport.
Exceeded corporate quotas for monthly policy sales.
Utilized targeted outbound campaigns and to increase revenue.
Provided comprehensive product knowledge, used sales strategy and guidance to help clients on product selection.
Managed over 50 customer calls per day
Avantive Solutions - Customer Service Representative
Tulsa, OK (Work From Home) • 12/2021 - 09/2022
Answered customer telephone calls promptly to avoid on-hold wait times.
Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Met customer call guidelines for service levels, handle time and productivity.
Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
Maintained customer satisfaction by attending to and focusing on customers needs, wants and resolving concerns.
Participated in team meetings and training sessions to stay informed about product updates and changes.
Interacted with over 80 people per day
The Carney Group/Company Voice/Capital BC & Vibra - Licensed Accident and Health Producer
Blue Bell, PA • 08/2020 - 12/2021
Attended continuing education courses and workshops to gain additional insurance industry knowledge.
Cultivated relationships with clients to identify and meet insurance needs and establish trust and rapport.
Performed seminar scheduling and telephonic Scope of Appointment for clients
Assured licensing, AHIP and appointment paperwork was completed for Brokers to sell insurance
Exceeded corporate quotas for monthly policy sales and enrollments in health plans
Enjoyed assisting Medicare eligible customers
Utilized outbound campaigns to do surveys
The Carney Group/Results Company/HCSC - Licensed Accident and Health Producer
Blue Bell, PA • 09/2017 - 05/2019
Peformed inbound sales calls for Blue Cross Blue Shield
Assisted with explanation of plans and tell of insurance options
Accomplished company goals by enrolling numerous clients into health plans of their choice
Adhered to policies and procedures and fostered customer relationships
Increased sales by 20%
Credentia - Administrative Assistant
Bala Cynwyd, PA • 02/2017 - 09/2017
Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
Administered work verification/background checks for upcoming Evaluators who would do CNA testing
Liaised between clients and vendors and maintained effective lines of communication and updated records with Conductor System
Managed 1000s of files daily
Restocked supplies and placed purchase orders to maintain adequate stock levels.
Assisted coworkers and staff members with special tasks on daily basis.
Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
Sorted and distributed office mail and recorded incoming shipments for corporate records.
Completed forms, reports, logs and records to quickly handle all documentation for office.
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