Licensed Medicare Agent with 25+ Years in Customer Service
Resume:
Jennifer Cooke
Columbia, SC *****
****.****@*****.***
Professional Summary
I have over 25 years of customer service and sales experience and am a Licensed Life & Health Insurance Agent with Medicare experience. My background includes skills in building strong relationships, sales, and marketing. Professional Experience
Licensed Medicare Agent – Cigna Healthcare
• Consistently meet or exceed sales targets through effective presentations and closing.
• Handle inbound/outbound calls and chat leads as needed.
• Used AI and consultative selling to assess customer needs.
• Ensured compliance with CMS and company standards.
• Positioned appropriate Medicare products based on assessments, including Advantage, Supplement, Prescription Drug, Dental, and Ancillary plans.
• Built and maintained a strong pipeline by prospecting and following up on leads.
• Took part in special projects as required.
• Followed a rotating schedule for calls to maximize conversions. Licensed Medicare Agent – Residual Brothers LLC
May 2025-September 2025
• Assisted customers with inquiries related to Medicare products, including Medicare Advantage Prescription Drug (MAPD) plans, services, and account management.
• Promoted and sold a range of Medicare Advantage products, Medicare plans, Hospital Indemnity plans, Supplement plans, and stand-alone Prescription Drug Plans (PDPs).
• Maintained accurate records of customer interactions and transactions within the database to ensure compliance and effective follow-up.
• Collaborated with team members to achieve both team and individual monthly sales targets.
• Efficiently navigated multiple screens and systems simultaneously in a fast-paced environment, while maintaining a strong attention to detail.
Licensed Enrollment Support Specialist – Excel Health Group May 2023 – March 2025
• Routinely traveled throughout the state to nursing homes and senior living centers to actively enroll qualifying residents into the Senior Comprehensive Insurance Program.
• Conducted remote resident enrollment calls in a professional manner when not in the field, supporting the maintenance and expansion of the business’s brand.
• Educated families on the features, benefits, and exclusions of various ancillary insurance policies, enabling them to make informed decisions regarding coverage.
• Participated in ongoing training programs to remain current on industry trends, product knowledge, and regulatory changes affecting the insurance market. Customer Service Banking Specialist – Teleperformance (Bank of America) January 2022 – May 2023
• Handled and responded to all customer inquiries with care and professionalism.
• Provided excellent customer service by actively listening to and addressing concerns.
• Managed confidential customer information securely and with sensitivity.
• Strived to resolve issues on the first call by being proactive and solution oriented.
• Communicated resolutions to customers in a clear and appropriate manner. Licensed Medicare Agent – Teleperformance (United Healthcare/AARP) October 2022 – December 2022
• Answered inbound sales calls regarding Medicare Advantage, Supplemental, and Prescription Drug Plans.
• Communicated effectively in a fast-paced environment, ensuring compliance with all tele sales guidelines.
• Consistently met internal and external sales goals on a daily, weekly, and monthly basis. Licensed Medicare Agent – Choice Health Insurance
August 2021 – May 2022
• Conducted outbound outreach to new senior consumer policyholders regarding a variety of Medicare products from multiple carriers.
• Provided detailed explanations of new benefits and addressed any questions that arose.
• Assisted with navigating carrier websites to locate in-network doctors upon request.
• Helped senior consumers with online applications and enrollment in value-added benefits of their plans.
• Acted as an ongoing advocate for new members, conducting frequent outreach and support.
• Complied with Federal Centers for Medicare and Medicaid Services and state legal requirements and standards.
Senior Customer Support Specialist – Computer Sciences Corp. January 2020 – December 2020
• Advised policy owners on settlement options for matured endowment policies.
• Answered questions and provided recommendations to policyholders, brokers, and financial advisors regarding next best steps.
• Processed requests for loans, withdrawals, and internal transfers, including preparation of financial illustrations.
• Strengthening relationships between clients and customers by utilizing empathy, strong communication, and listening skills.
Customer Service Representative – Liberty Mutual
July 2019 – January 2020
• Assisted customers with questions related to personal insurance claims and service issues.
• Answered both inbound and outbound calls in a fast-paced, high-volume environment.
• Reviewed, recorded, and organized written data from a variety of sources.
• Demonstrated empathy, problem-solving skills, and the ability to handle confidential and proprietary information effectively.
Education
Lugoff Elgin High School – 1988 Diploma
Licenses
SC State Life and Health Insurance- 2019
NY Real Estate License -2009
NY State Life and Health Insurance- 2003
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