Dynamic Insurance & Customer Success Professional
Resume:
Grace Fiornascente
Melbourne, FL
********@*****.***
PROFESSIONAL PROFILE
MS365, Microsoft Office Suite, Zendesk, MHC, CRM, FIVE9, Broker Office, Salesforce / Salesforce Lighting, SUNFIRE, ATHENA, P-Verify, KnowB4, C360, MIRA, TEAMS, Excellent TrustPilot Reviews, SecondNature, Engagedly, NICE, UKG UltiPro, PAYLOCITY, ADP. Licensed 2.15 Life, Health, Variable Annuity / 4.40 Property and Casualty Insurance Agent. AHIP Certified, DUAL Medicare Medicaid Certified, National Producer Number, Licensed / Appointed to 50 States.
PROFESSIONAL EXPERIENCE
E-TELEQUOTE INSURANCE Clearwater, FL. (Remote) 03/2022 - Present LIFE / MEDICARE ADVANTAGE Dual Writing Agent::
Mastery Senior Sales Market 2021 - 2025 selling over 200 plans per season with a 91% adherence rate on multiple health product levels on a remote Inbound / Outbound Healthcare Market -Off season Life Sales in addition to multiple web based platforms. Work well in a team environment and collaborate with others to achieve common goals. Changing priorities handling multiple tasks in a fast-paced environment, with strong commitment to providing outstanding customer service and building positive customer relationships TELEPERFORMANCE, Miami, FL. (Remote) 08/2020 to 03/2022: Dual Writing Agent/Travel Liaisonoff season
Mastery Senior Sales Market 2020 - 2023 selling over 200 plans per season with a 96% adherence rate on multiple health product levels on a remote Inbound / Outbound Health Market.In addition to Account Operations. Expedia Powered by AMS, Webex, Zoom Conferencing. Adobe Channels and Teams Chat, Peach Tree 8.0, Platypus, CSR, Applied, Docucorp, AS 400 in addition to multiple web based platforms. Work well in a team environment and collaborate with others to achieve common goals. Changing priorities handling multiple tasks in a fast-paced environment, with strong commitment to providing outstanding customer service and building positive customer relationships. AMEX Platinum CenturionTravel Booking Agent VIA Web Chat Services ENTREPRENEURIAL MARKET 10/17 to 03/2020
Construction Management:
Locate residential properties, negotiate remodeling contracts, obtain County Permits, Title searches, purchase Orders for appliances, fixtures and supplies, list property, review offers, contract and close. Handling multiple tasks in a fast-paced environment, with strong commitment to providing outstanding customer service and building positive customer relationships. Strong problem-solving skills, with the ability to think critically and find solutions quickly. Excellent verbal and written communication skills, with the ability to convey information clearly and effectively.
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ANDERCARE INSURANCE, Clearwater, FL 10/2016 to 01/2018 Life Asset Management Agent:
Assisted Senior clients with the application process required for Senior Living Assistance and Medicare/ Medicaid application. Consulted with clients and recommended coverages needed for Health Care and, or Life Insurance coverages based on assets. Work simultaneously with sister company Medicare Done Right (MDR). 1-2 years of experience in customer support or a related field. Excellent verbal and written communication skills, with the ability to convey information clearly and effectively. Strong problem-solving skills, with the ability to think critically and find solutions quickly.
CVS CAREMARK Sarasota, FL (Remote) 04/15 - 09/16
Customer Care Representative:
Provided customer support to members, Hospital's, Doctors offices, Specialty pharmaceutical divisions in ordering, processing and tracking of medications. Monitored and responded to inquiries via Web support for members. Provide support to local pharmacies in processing claims, overrides and prior authorization reviews of approvals and denials. Provide support to Account Managers and Prior Authorization departments for review of medically necessary treatments for approvals. Strong commitment to providing outstanding customer service and building positive customer relationships. Excellent verbal and written communication skills, with the ability to convey information clearly and effectively Strong problem-solving skills, with the ability to think critically and find solutions quickly.
INDEPENDENT AGENT Tampa, FL 05/2014 - 08/2021
Licensed Insurance Agent:
Humana, BCBS Writing / Reviewing plan options, Health Care review forms / Applications. Medicare Advantage Plans contracted through MAPS, writing / comparing plan benefits / review coverage elections, Medical Malpractice Contracted through Selective Insurance, provided seminars to medical providers, and medical facilities to ensure maximum coverage contracted writing /comparing plan benefits / review coverage elections. Accurately close health plan benefits under prospective insured plan choice. Review benefit coverage for improvements. Provide assistance to insured with The Affordable Care Act / ACA for various companies and members in multiple states by quoting plan options / deductibles in addition to Multiline benefit plans. Explain options available in ACA plans with health care solutions through available subsidies based on state and income. Upload multiple files, create a file management system within the database. Process payments, provide documentation. Strong commitment to providing outstanding customer service and building positive customer relationships. Excellent verbal and written communication skills, with the ability to convey information clearly and effectively Strong problem-solving skills, with the ability to think critically and find solutions quickly. HEALTHPLAN SERVICES Tampa, FL 07/2009 04/2014
Insurance / Writing Agent:
Provide support, product Comparison with The Affordable Care Act / ACA for BCBS, Humana, Aetna, US Healthcare, United Healthcare, Coventry, Assurant members in multiple states by quoting plan options / deductible changes, add/remove dependents. Transfer policies, add/ review Supplemental Accident Benefits / Dental plans. Reinstate policies due to processing errors for payments by submitting confirmed documentation. Explain options available in ACA plans with health care solutions through available subsidies based on state and income. Compare Health Insurance Plans of BCBS to best suit insured’s needs. Assist members in locating provider’s/facilities in their 2
area. Support company strategies to maintain the highest level of service, to ensure the client's goals are met and maintained.
AAA AUTO CLUB SOUTH Tampa, FL 12/04 – 07/07
Customer Service/ Sales Agent:
Write, review and update new and existing customer Policies for Property and Casualty policies related to Home and Auto through USF&G/ HULL, AIG, PROGRESSIVE, INFINITY and subsidiaries. Research title history then prepared reports for Title companies in preparation of home sales. Managed and wrote Property and Casualty policies throughout the state of Florida for AAA, through The NFIP, MET, CITIZENS, TOWER HILL, PROGRESSIVE, TRAVELER’S, and AMERICAN STRATEGIC for replacement cost estimates, file claims, apply or remove lien holder information, provide declaration page for refinancing and closings. Assist clients with payments, Residential Property and Casualty Insurance Agent Transferred from Customer Service Associate address changes, cancellation. Review HUD 1 settlement statements and Mortgage Companies. Achieved $202,618.52 Gross sales within a seven month period of the fiscal year ARAG NORTH AMERICA Tampa, FL 01/04 – 11/05 (Closed satellite office- offered relocation-Iowa) Service Counselor / Legal Liaison
Prepare / provide legal assistance to benefit holders along with employee assisted programs throughout North America. Periodically council members in light of legal issues. Support company strategies to maintain the highest level of communication on team goals.
VERIZON WIRELESS Tampa, FL 02/02 – 01/04
Customer Care Representative /Technical Support
Assist caller with billing issues, price plan analysis/ changes, adding/ deleting feature line addition cancellations, pro rate / adjust overage in minute usage, roaming and International dialing, payments, credits, transfer of liability, claim, status in addition to direct fulfillment order. Programming of cellular equipment. Technical support (i.e.) troubleshooting line problem.
A.T.S. TRAVEL SERVICES Totowa, NJ 01/92 – 03/03(HYBRID) Corporate Travel Agent / Benefits Admin / A/R
Established and maintained corporate travel accounts for 16 Fortune 100 companies. Coordinate all phases of corporate and leisure travel, including corporate level premium business development. Coordinate and maintain benefit packets, Strong problem-solving skills, with the ability to think critically and find solutions quickly. Manage commission statements for approximately 100 remote agents’ commission. Account Receivable. Post payment to ARC report for weekly IATAN ACH transfer, bank reconciliation, account payable, post payroll commission, documentation, Confirm Itineraries, group numbers, tickets and vouchers. IATAN CERTIFIED 1993 to 2003. Volunteer:
AAA Walkathon for the Blind, Senior Awareness Program aimed at assisting seniors understand their policies. Donated to St. Jude Foundation and Deborah Heart Foundation. References:
Furnished upon request.
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