Health Insurance Customer Service
Resume:
GINA WARD
Dayton, Ohio *****
**********@*****.***
SUMMARY
Accomplished Professional with a strong business background in Banking and Health Insurance. Successful working independently and as a Team Player with the proven ability to accomplish multi responsibilities and produce quality work. Client focused, results oriented leader with the proven ability to build and maintain business relationships. Adept at working with internal associates, clients and skilled at training and motivating employees.
EXPERTISE
Excellent Communication Skills
Training
Computer Skills
Listen/Problem Solving
Mentoring
Results Driven
PROFESSIONAL EXPERIENCE
CareSource (Dayton, OH)
Licensed Health Insurance Agent Aug 2014-May 2024
Assist Consumers with ACA health insurance
-Prepare quotes on cost of health plans
-Review Benefits
-Complete Application for health insurance
-Sales Insurance Licensed
-Complete CE classes to maintain license
-Assisted Medicare/Medicaid member inquiries and Medicare sales
Customer Service Representative III July 2010-Aug 2014
Respond to CSR’s inquiries by providing knowledge of policies and procedures
Perform Side by Sides for coaching opportunities
Prepare CSR’s AHT, ADH and AFD reports
Monitor To Do Boxes
Monitoring and Staffing of Queues
Request policies/procedures or revisions to current policies/procedures
Customer Service Representative I August 2008 – July 2010
Assist Medicaid members with their Health Care needs in a call center
environment.
Provide excellent customer service for both Ohio & Michigan Members Knowledge of Policies & Procedures Achieve individual monthly compliance goals Mentor New Hires
Key Bank NA (Dayton, OH) November 2004– February 2008
Sales & Service Professional III – Private Banking Client Services
Assisted external/internal clients with banking transactions in a call center atmosphere
Utilized Service Mentor Skills to provide quality service and meet the financial needs of clients with high service expectations
Maintained Top Performer status in the department by meeting or exceeding goals
Consistently exceeded the bank’s monthly sales goals and compliance goals
Acted as a Mentor and trained new employees on use of computer systems and made sure they followed proper procedures
Increased bank revenue by opening new accounts, ex: loans, checking/savings accounts
Heartland Home Finance, Inc. (Fairborn, OH) September 1998 – June 2004
Loan Processor
Assisted Loan Officers by obtaining information to close on home purchases and refinances
Audited documentation including ordering and reviewing titles, payoffs, verification of mortgage and employment status
Analyzed credit reports and reviewed trade information
Prepared Loan applications and submitted the forms to Lenders for approval
Coordinated with the lenders and title companies to assure accurate closings
CitFed Mortgage Corporation (Dayton, OH) November 1992 – August 1998
Collection Administrator
Maintained queue on delinquent clients/ made collection calls to bring accounts to current status
Reduced delinquency percentages by bringing accounts current while maintaining excellent client relations.
Initiated collection calls and posted mortgage payments
Utilized Western Union “Quick Collect” Services to receive delinquent payments
Initiated and completed forbearance agreements with clients to satisfy delinquency to avoid foreclosure
Trained new hires on how to make successful collection calls
EDUCATION
Carroll High School
Dayton, Ohio
COMPUTER SKILLS
Microsoft Office-Outlook-Teams
PROFESSIONAL CERTIFICATION
Accident & Health License for state of OH-WV-GA-IN-KY-NC
Top Performer - Caresource
Employee of the month- Caresource
Top Performer Award (Key Bank)
Employee of the Month - (Key Bank)
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