Senior Customer Service & Success Manager

DIANE IRICK-CONDE

813-***-**** **********@*****.*** LinkedIn Greater Tampa Bay Area/Remote

SENIOR CUSTOMER SERVICE/CUSTOMER SUCCESS MANAGER

CUSTOMER SERVICE CALL CENTER OPERATIONS MEMBER SUPPORT Experienced customer service professional recognized for resolving complex member issues with empathy, accuracy, and accountability while consistently meeting or exceeding performance and quality goals. CAREER SNAPSHOT

Seasoned customer service professional with extensive experience supporting members in fast-paced call center and insurance environments. Known for handling complex inquiries with patience and professionalism while ensuring accuracy, compliance, and customer satisfaction. Skilled in resolving issues across multiple systems, collaborating with providers and internal departments, and maintaining high performance in quality, efficiency, and first-call resolution metrics.

CORE COMPETENCIES

CUSTOMER SERVICE & SUPPORT COMMUNICATION & PERFORMANCE SYSTEMS & COMPLIANCE Member Assistance & Issue Resolution

Call Center Operations

Customer Satisfaction & Retention

Conflict Resolution

Active Listening & Empathy

Cross-Functional Collaboration

Quality Assurance & Metrics

Training & Coaching

CRM & Multi-System Navigation

Process Documentation

Data Accuracy & Reporting

Regulatory & HIPAA Compliance

EXPERIENCE

INTEGRIANT VENTURES INSURANCE SERVICES REMOTE 2021 – PRESENT SENIOR CUSTOMER SERVICE REPRESENTATIVE – MEDICARE & ANCILLARY PRODUCTS

Handle high-volume inbound calls from members and providers, using active listening and empathy to identify specific concerns and document accurate information across multiple systems.

Coordinate with physicians’ offices and internal specialists to schedule appointments, verify benefits, and resolve escalated member issues in real time.

Guide customers through company websites and online tools, encouraging confidence and self-service adoption.

Research complex coverage, billing, and authorization questions across multiple databases, collaborating with cross-functional teams to deliver timely, accurate resolutions.

Educate members on claim status and pre-authorization outcomes while ensuring all interactions meet quality, compliance, and confidentiality standards.

Consistently meet or exceed departmental goals for efficiency, call quality, provider satisfaction, first-call resolution, and attendance.

HEALTHPLAN ONE MEDICARE SOLUTIONS 2018–2021

INSIDE SALES AGENT - MEDICARE & ANCILLARY PRODUCTS

Responded to inbound member inquiries regarding Medicare plans, benefits, and ancillary coverage with professionalism, patience, and accuracy.

Guided customers through policy details, enrollment requirements, and plan comparisons to ensure understanding and satisfaction.

Maintained compliance with HIPAA regulations and company standards while updating member information and processing plan changes.

Partnered with internal departments to resolve complex member concerns, ensuring issues were followed through to resolution.

Consistently achieved or exceeded performance targets for call quality, efficiency, and customer satisfaction. TZ INSURANCE SOLUTIONS (MUTUAL OF OMAHA) 2010–2017 INSIDE SALES AGENT – MEDICARE SUPPLEMENT PLANS

Managed inbound calls to assist customers with Medicare Supplement plan options, eligibility, and enrollment processes.

Resolved member issues and policy inquiries with professionalism and accuracy while maintaining strong compliance with state and federal regulations.

Documented all interactions in CRM systems to ensure data accuracy and seamless communication between departments.

Recognized for consistently achieving performance metrics in quality, efficiency, and customer satisfaction. ADDITIONAL EXPERIENCE

HealthPlan Services, Inc. Customer Support Representative – Group & Individual Insurance Provided customer and agent support for group and individual health plans, ensuring accurate information and timely issue resolution.

Walt Disney Parks and Resorts Guest Services Representative Consistently ranked among top performers for delivering exceptional customer experiences and efficient service. John Adcock Insurance Agency Benefits Administrator Processed benefit plans and assisted clients with claims, coverage questions, and policy changes. Hopscotch Inc. Office Manager

Oversaw daily office operations, client service, and staff coordination to maintain smooth workflow and communication. Mary Kay Cosmetics Sales Director / Independent Consultant Supervised and coached a 40-member team, providing product education and mentorship to support sales and client satisfaction.

HealthPlan Services Early Career Progression

Advanced from switchboard operator to inside support roles, gaining extensive knowledge of insurance processes and customer communications.

CERTIFICATIONS

Licensed Health Insurance Agent (43 States)

Certified in Physical Training – Youth & Adult Fitness TECHNICAL SKILLS

Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) Google Suite (Sheets, Docs, Slides) Learning Management Systems

(LMS) CRM Tools: Siebel, SBC Virtual Training Platforms (Zoom, Teams, WebEx) Call Center & Multi-System Navigation Data Entry & Documentation Electronic Health Record (EHR) & Claims Portals Multi-Line Phone Systems Quality Monitoring Tools Performance Dashboards

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