Remote Health Care Specialist & Licensed Insurance Agent
Resume:
Remote Health Care Specialist/ Licensed Health Agent
+1-954-***-**** ************@*****.*** Lauderhill, FL ILMOND CESAR
EXPERIENCE
Teleperformance USA 02/2023 - 05/2025
Seasonal Licensed health insurance agent and
CSR
Remote
Resolved 1,200+ health insurance inquiries, achieving 94% client satisfaction. Increased enrollments 27% by guiding 850+ clients through ACA plans and eligibility. Ensured HIPAA compliance for 65+ calls per shift.
Health Care Specialist 01/2023 - 11/2023
Lingo Staffing Lauderhill, FL
Improved program enrollment by 30% for Florida Kid care by assisting 100 elderly and disabled clients.
Resolved 1000 client inquiries weekly, ensuring 95% satisfaction rates. Tower service Representative at William
Sonoma
08/2020 - 02/2022
Williams Sonoma, Inc
Resolved technical issues related to network interruptions and actively maintained computer networks, ensuring optimal performance.
Troubleshot and diagnosed system and network problems, providing timely solutions for hardware and software faults.
Provided comprehensive support through procedural documentation, generating reports, and managing {50} open cases simultaneously, improving overall efficiency. Fostered strong working relationships with customers and professionals, enhancing teamwork and service delivery.
Gathered and analyzed data to evaluate technical purchasing options, contributing to informed decision-making.
Sales Rep 02/2011 - 11/2023
Customer Representative Remote
Boosted customer retention by {15%} by implementing personalized follow-up calls post-purchase.
Improved transaction processing efficiency, resulting in $50,000 savings by increasing speed by 30%.
Generated sales leads and proactively identified customer needs to boost satisfaction and retention.
Managed high volumes of incoming calls and responded to inquiries, enhancing customer support.
Maintained store merchandising standards by replenishing and organizing products on shelves and displays.
Transported products from backroom to display areas utilizing manual equipment. Met store merchandising standards through strategic product stocking and maintenance.
Customer Service Representative 01/2016 - 02/2019
Experigo Remote
Resolved customer complaints via phone, email, mail, and social media Utilized telephones to reach out to customers and verify account information Greeted customers warmly and ascertain the problem or reason for calling Canceled and upgraded accounts
Assisted with placement of orders, refunds, or exchanges Advised on company information
Accepted payment information and other pertinent information such as addresses and phone numbers
SUMMARY
Licensed Health Insurance Agent (LSA)
and experienced Customer Service
Representative (CSR) with over 15
years of combined expertise in
insurance services, call center
environments, and front-line customer
support. Adept at guiding clients
through health insurance plans,
including ACA enrollments, verifying
eligibility, processing claims, and
resolving complex inquiries with clarity
and empathy. Recognized for
delivering courteous, compliant, and
results-driven service while
maintaining full HIPAA confidentiality
standards. Skilled in building trust,
managing high call volumes, and
exceeding performance goals in fast-
paced, regulated environments.
Bilingual and committed to helping
diverse clients make informed
decisions about their coverage with
professionalism and care.
KEY ACHIEVEMENTS
Customer Satisfaction
Increase
Increased customer satisfaction by
25% through improved service
protocols.
First Contact Resolution
Resolved 95% of customer issues
on first contact.
Call Management Excellence
Managed up to 70 calls daily while
maintaining a 98% quality score.
Sales Increase Achievement
Generated 30% increase in sales
through upselling strategies.
LANGUAGES
English Native
French Native
Spanish Proficient
SKILLS
CSR Lingo Microsoft Excel Gmail
CERTIFICATION
Certified CPA
CPA TAX Preparer
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EXPERIENCE
Customer Service Representative 01/2009 - 02/2019
Qurate Retail Group Inc Location
Generated {20%} increase in sales by identifying service needs through customer engagement.
Enhanced customer satisfaction by {20%} through effective, persuasive communication and attentive listening to client concerns. Resolved billing issues and complaints and processed and posted payments to accounts.
Participated in training sessions designed to improve performance in customer service roles.
Used native tongue to negotiate and implement payment plans for customers past due or in collections.
Interpreter and Translator 02/2007 - 02/2017
ClearSource Location
Proficient in English, Spanish, French and Haitian Creole Impartiality
Able to accurately and idiomatically turn the message from the source language into the target language without any additions, omissions or other misleading factors that alter the intended meaning of the message from the speaker AWARDS
Licensed health Insurance
agent
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