Customer Service Sales Agent

JOY WARTIAN

Bloomfield Township, MI · 248-***-****

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

EXPERIENCE

OCTOBER 2024 – DECEMBER 2024

MEDICARE SALES AGENT – TTEC

Screened calls from potential clients via live transfers and inbound calls.

Educated clients on Medicare plans available in their geographical area, benefits, and enrollment processes.

Assessed clients' healthcare needs and recommend appropriate Medicare plans.

Maintained up-to-date knowledge of Medicare regulations and plan options.

Provided exceptional customer service and follow-up support.

APRIL 2024 – SEPTEMBER 2024

SALES AGENT - GLOBE LIFE

Distributed benefit enrollment materials and assessing eligibility

Advocated for client coverage requests, tailoring policies to meet their needs

Stayed updated on new products and services through collaborative efforts

Managed sales leads and making outbound calls

AUGUST 2023 – OCTOBER 2023

INBOUND ADVOCATE/CUSTOMER SERVICE REPRESENTATIVE – ARTECH FOR AUDI

THE INBOUND ADVOCATE PROVIDES AUDI OWNERS WITH AN ELITE SERVICE EXPERIENCE TO DRIVE CUSTOMER LOYALTY

Worked as a “concierge” to develop a relationship and assist customers with every need

throughout the customer contact/case

Provided personalized service via telephone, email, and written correspondence

Resolved customer concerns and anticipate/facilitate their needs

Provided courteous, professional, and timely responses to a continuous volume of customer concerns, as well as written customer inquiries

Responded directly to customer concerns using either telephone or e-mail

Identified and addressed all customer questions and concerns

Thoroughly researched and understood all facets of customers’ requests

Ensured the content of oral and written communication meets the needs of the target audience

Assisted customers by identifying and analyzing their needs to ensure a high level of customer satisfaction, growth, and retention of business

Worked independently and as a team to manage workload

Maintain case history and scheduling within CRM

JULY 2022-JUNE 2023

FOOD PREP/KITCHEN COOK – LA FERIA DETROIT

Prepared cooking ingredients by washing and chopping vegetables, cutting meat, and other meal preparation

Set up workstations and ingredients so that food can be prepared according to recipes

Undertake basic cooking duties, such as reducing sauces and parboiling food

Prepared simple dishes, such as salads and appetizers

NOVEMBER 2021-JUNE 2022

CUSTOMER SERVICE REPRESENTATIVE – BENEFITS SPECIALIST, JMS AND ASSOCIATES

Answered 30-40 incoming calls a day from providers’ office and members regarding a claim status, member eligibility, benefits, and coverage levels related to Medical and Dental plans

Educated callers regarding employer-sponsored insurance policy

Quoted benefits for members receiving services from various medical professionals

Analyzed, researched, and resolved member/provider grievances regarding claims

Reviewed incoming emails to stay up to date on new policies and procedures

AUGUST 2021 – OCTOBER 2021

MEDICARE SALES AGENT, TTEC

Educated individuals in understanding their coverages and selecting the right products, services, and best solutions to meet their personal health and financial needs

Provided full lifecycle customer service and sales via inbound or outbound calls where applicable

Responded to customer inquiries with compassion and active listening and select the best Solution(s) in an effective manner

Updated enrollee information in appropriate system(s)

Identified additional needs customers may have and help them upgrade products or services

OCTOBER 2020 – DECEMBER 2020

MEDICARE SALES AGENT, TELEPERFORMANCE

Answered 80-90 inbound calls answering general questions regarding Medicare plans

Informed enrollee regarding rights and obligations

Asked probing questions to qualify enrollee for Medicare products

Assisted enrollees through the enrollment process to obtain best Medicare products for each individual client

JULY 2020 – OCTOBER 2020

AGENT/CUSTOMER SERVICE, TTEC

Answered 60-80 inbound calls answering general questions regarding Medicare plans

Informed enrollee regarding rights and obligations

Asked probing questions to qualify enrollee for Medicare products

Updated enrollee demographic information when applicable

Assisted enrollees through the enrollment process to obtain the best Medicare products for each client

JANUARY 2018 – AUGUST 2019

DISABILITY AND LEAVE OF ABSENCE REPRESENTATIVE, SEDGWICK CMS

Made initial contact to a claimant to confirm claim information input into JURIS and TAMS

Informed claimant of necessary documentation due in a designated timeline

Responded to all requests, questions, and complaints via telephone, email, or messenger contact promptly following Sedgwick’s’ policies

Reviewed and conducted research on submitted medical documentation to process short-term disability and/or leave of absence claim(s) per FMLA and/or client personal leave of absence policy promptly

Updated JURIS timetable for claim payment(s) and adjustments for payment offsets per client, the company, and state legal guidelines

Emailed/mailed correspondence to claimants and manager(s) regarding initiation of claim and the decision made once claim is finalized

Established close working relationships with assigned business partners

Referred claimants to appropriate financial resolution representative to provide timely, and holistic financial solutions with payment discrepancies

Collaborated with managers, colleagues, and other internal departments when applicable

Assisted in training new hires to job processes and claim management for short-term disability and FMLA claims process

MAY 2017– SEPTEMBER 2017

CARD SERVICES REPRESENTATIVE, OPTECH/COMERICA CUSTOMER CONTACT CENTER

Answered general customer questions regarding their last five (5) to ten (10) financial transactions, balance inquiries, and customer issues from inbound calls

Assisted customers who are having issues with activating new debit/credit card

Documented all interactions with customers

Utilized financial system to conduct internal searches, provide information, troubleshoot, and resolve processing issues

Trained new employees while providing feedback to Supervisors

JANUARY 2015 – OCTOBER 2016

CUSTOMER SERVICE COORDINATOR, HEALTHY LIVING MEDICAL SUPPLY

Responded to correspondence by phone, fax, or email to process or update information regarding existing customers

Responded to inquiries, concerns, and requests for products and services, documenting all customer interactions

Conducted onboarding of customers and medical professionals via internal database

Performed eligibility verification of Medicare, Medicaid, BCBSM, HMO, and Commercial medical plans to ensure billing accuracy

Obtained Insurance Prior Authorizations and re-authorizations when applicable

Processed receiving and purchase orders from customers, issuing orders to suppliers

Generated shipping and tracking information into the company system

Provided support to salesforce as necessary via a delivery management system

Created weekly delivery spreadsheet to assist with inventory

Communicated and coordinated with internal departments

Trained new employees

EDUCATION

MARCH 2016

BBA IN HUMAN RESOURCES MANAGEMENT, Walsh College of Accountancy and Business Administration

CERTIFICATIONS

MAY 2024

RESIDENT PRODUCER, ACCIDENT AND HEALTH

AUGUST 2024

RESIDENT PRODUCER, LIFE

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