Quality Assurance Customer Service, Customer Service and Insurance Sal

KRISTA RUDOLF

*********@*****.*** H: 772-***-**** 7304 Roberts Road, Fort Pierce, FL 34951

Summary

Personable and dedicated individual with extensive experience in Sales, Customer Service, and Quality Compliance. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Skills

● Excellent written and verbal communication

● Time management skills

● Medicare knowledge

● Organizational strengths

● Microsoft Office proficiency

● Quality assurance controls

● Quick learner

● Licensed Agent - Health 240 & Personal Lines 2044 Experience

TogetherHealth/Benefyt/Blue

Lantern

Port Saint Lucie - Hybrid WAH

Quality Assurance Specialist

2021 - 2024

Teleperformance Port Saint

Lucie, FL

Customer Service

Representative

12/2018 -2021

● A specialist in quality assurance with insight into quality systems, risk analysis, conflict management, and customer care.

● Evaluated Licensed Agents Calls to ensure there was Compliance, Consistency, and Continuous Improvement.

● Supported Management to ensure that Monthly Contractual Obligations we met.

● Selected for taking on Special Projects and Starting New Projects due to work ethic and diligence.

● Delivered an exceptional level of service to each customer by listening to concerns and answering questions in an inbound call center setting.

● Handled billing related inquiries focused on medical and prescription benefits.

● Consulted with upset customers to determine best methods to resolve service and billing issues.

● Maintained customer loyalty by delivering fast, friendly and knowledgeable service for routine questions and service complaints.

● Skillfully and patiently explained coverage details to policyholders, answering any questions or concerns.

● Accessed patient information through a variety of office software applications.

● Checked claims for errors, corrected issues and consulted with doctor, hospital, and pharmacy personnel to resolve. Teleperformance Port Saint

Lucie, FL

Licensed Health Insurance

Agent

09/2018 - 12/2018

● Skillfully and patiently explained coverage options to potential policyholders, answering any questions or concerns regarding Medical and Prescription.

● Engaged customers and provided a high level of service by carefully explaining details about Medicare.

● Analyzed customer needs and provided best options, upselling products and services.

● Effectively controlled the release of proprietary and confidential information.

● Inputted information from customer calls into the company's multiple systems.

Convey Health Solutions Fort

Pierce, FL

Insurance Agent, Supervisor,

Trainer

02/2010 - 03/2017

● Conversed with prospective clients to learn about medical and prescription needs, also discussing any financial concerns.

● Conducted phone sales with Medicare Beneficiaries thru multiple lines of insurance to include Cigna MA-MAPD and PDP plans, Health Net, Bravo, HealthSpring, and SilverScript Rx.

● Facilitated new hire training classes in multiple locations.

● Documented participant attendance, engagement and progress.

● Delivered instruction on a broad range of topics, integrating audio-visual presentations and training materials.

● Completed frequent assessments of training materials, structure and success rates in order to enhance the program.

● Facilitated individual coaching sessions with CSRs to realign productivity goals.

● Evaluated employee job performance and motivated staff to improve productivity.

Education and Training

Pinelands Regional High School Little Egg Harbor, NJ Standard

1997

Department of Financial Services Florida Resident, additional non-resident states 240 Health Insurance License 2005 / 2018

2044 Personal Lines Insurance License 2018

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