Seasoned Medicare & Customer Service Leader

Shane Brown

Deerfield Beach, FL ***** *****.*********@*****.*** 954-***-****

Professional Summary

Resourceful and dependable Customer Service Specialist with 4+ years of combined experience in Medicare sales, remote client support, and team leadership. Skilled at communicating clearly with customers, documenting feedback, and resolving concerns with empathy and professionalism. Experienced in managing inbound and outbound interactions, analyzing client needs, and maintaining accuracy across multiple systems. Recently certified in Artificial Intelligence in Human Resource Management, offering a unique ability to translate real-world customer service expertise into meaningful insights for AI research and training. Core Skills

• Customer Service & Support (4+ Years)

• Remote Work & CRM Systems (TL Dialer, Convoso)

• Problem Resolution & Conflict Management

• AI and Process Improvement Awareness

• Medicare & Health Insurance Sales Expertise

• Data Accuracy & Compliance (CMS & HIPAA)

• Client Retention & Relationship Building

• Team Leadership & Mentoring

• Communication & Documentation Excellence

Work Experience

Medicare Sales (Manager)

Thrive Health Solutions — Boca Raton, FL

July 2025 – Present

• Lead Medicare Advantage enrollments and client education with a focus on accuracy and compliance.

• Guide beneficiaries through plan options, ensuring full understanding and retention of benefits.

• Supervise daily sales operations, maintaining compliance with CMS standards and internal goals.

• Manage client data using TL Dialer and maintain consistent communication records. Remote Private Health Insurance Sales Representative American Way Health — Deerfield Beach, FL

August 2023 – May 2025

• Conducted inbound and outbound calls to educate clients on affordable coverage options.

• Explained plan benefits and limitations in clear, simple terms for diverse audiences.

• Maintained high conversion rates and top-tier customer satisfaction rankings.

• Utilized CRM tools for documentation, tracking, and data analysis. McDonald’s Manager

McDonald’s — Deerfield Beach, FL

June 2019 – July 2023

• Supervised daily operations, ensuring consistent service quality and customer satisfaction.

• Trained and managed a team of 10+ employees, promoting strong teamwork and communication.

• Improved customer experience metrics by addressing concerns promptly and professionally. Education

High School Diploma

Atlantic Technical High School — Coconut Creek, FL August 2019 – June 2023

Certifications and Licenses

• Artificial Intelligence in Human Resource Management

• ITS Cybersecurity (2023 – Present)

• CCST Cybersecurity (2023 – Present)

• FLA 214 (Life Insurance & Annuity License) — Exp 2027

• FLA 240 (Health Insurance License) — Exp 2027

• CompTIA ITF+ (2022 – 2025)

• Driver’s License

Technical Skills

Microsoft Office Suite • Google Workspace • CRM Systems (Convoso, TL Dialer) • Remote Tools

(Zoom, Slack) • Data Management • AI Concepts & Application Support