Licensed Life & Health Insurance Agent with 14+ Years Experience

Darlene Kareem

United States 409-***-**** ****************@*****.***

Professional Summary

Licensed Life and Health Insurance Agent with 14+ years of combined experience in healthcare, insurance, and customer service. Skilled in Medicare/Medicaid guidance, HIPAA compliance, claims processing, and technical support. Proven ability to deliver empathetic, high-quality client care while ensuring regulatory compliance and building strong customer relationships across diverse populations. Licenses & Credentials

• National Producer Number (NPN): 20189638

• Texas LIFE AGENT/AGENCY License #: 2781187 (Issued: 12/29/2021 Exp: 09/30/2027)

• Texas General Lines Agency/Agent License #: 3227523 (Issued: 09/06/2024 Exp: 09/30/2027)

• Licensed States: Texas, Alabama, North Carolina, Virginia, Mississippi, Tennessee, West Virginia, Ohio, Arkansas, Louisiana, Kentucky, Illinois, New Jersey, Washington

Core Skills

• Medicare & Medicaid Coverage Knowledge

• HIPAA Compliance & Confidentiality

• Outbound & Inbound Client Communication

• Customer Experience Optimization

• Claims Processing & Resolution

• Salesforce CRM & Amazon Workspace

• Technical Support & Troubleshooting

• Process Improvement & Escalation Management

• Team Leadership & Training

Professional Experience

BioTel Heart – Patient Services Inbound Representative

• Assisted diverse patient populations with device troubleshooting, achieving 98% satisfaction rate.

• Ensured 100% HIPAA compliance in all communications and data handling.

• De-escalated patient concerns with empathy, improving overall patient trust and experience. TurboTax – Product Expert, Tier 1 & Tier 2 Resolution Desk

• Guided clients through complex processes including amendments, extensions, and purchases.

• Handled sensitive issues such as identity theft and unauthorized transactions, reducing escalations by 25%.

• Provided multi-channel support (phone, chat, video), achieving 15% higher first-contact resolution. Southwest Airlines – Reimbursement Claims Specialist

• Managed claims efficiently while ensuring compliance with company policies.

• Delivered empathetic customer care during high-stress travel situations. Reach Healthcare Services – Certified Nursing Assistant (CNA)

• Monitored and documented vital signs, behaviors, and physician-directed treatments.

• Supported families with care planning, demonstrating sensitivity to patient needs.

• Maintained strict HIPAA compliance in all patient records and communications. Director of Home Care – Private Home Care Agency

• Recruited, trained, and evaluated home care staff for quality and compliance.

• Coordinated with families to improve patient outcomes and efficiency of care.

• Ensured all caregivers maintained compliance with HIPAA and agency standards. Homeschool Educator

• Designed and delivered custom educational plans tailored to student needs.

• Developed strong communication and adaptability skills in supporting diverse learners. Education

Details available upon request.

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