Licensed Insurance Agent - Enrollment & Retention Specialist

BILLY FORD

Fuquay-Varina, NC

323-***-**** ️ *********@****.***

PROFESSIONAL SUMMARY

Experienced licensed insurance agent specializing in enrollment, retention, and policy support. Consistently exceeds KPIs while delivering clear, compliant, and customer-focused service in fast-paced call center environments.Known for strong communication skills, attention to detail, and the ability to build trust while meeting productivity and quality benchmarks. CORE COMPETENCIES

● Insurance Enrollment & Retention

● Healthcare Eligibility & Benefits Review

● HIPAA Compliance

● Salesforce CRM

● Five9 & Broker Office

● High-Volume Call Management

● Client Education & De-escalation

● Documentation Accuracy

● Microsoft 365 (Word, Excel, Outlook)

● Technical Troubleshooting

PROFESSIONAL EXPERIENCE

Licensed Insurance Agent

Everise (UnitedHealthcare – Annual Enrollment Period) September 2025 – December 2025 (seasonal)

● Provided enrollment and policy support during high-volume Annual Enrollment Period

● Consistently exceeded monthly productivity and quality KPIs

● Reviewed, updated, and amended existing healthcare policies

● Explained complex insurance plans in clear, easy-to-understand language

● Managed large volumes of inbound and outbound member calls

● Utilized Salesforce to document interactions and maintain accurate records

● Demonstrated empathy while resolving member concerns and coverage questions Retention Agent

GoHealth

September 2021 – September 2025

● Exceeded quarterly retention and quality performance metrics

● Supported members during peak enrollment seasons with high call volumes

● Resolved escalated concerns and scheduled follow-ups for complex cases

● Submitted applications for Low Income Subsidy (LIS) eligible members

● Navigated multiple systems including Salesforce, Five9, and Broker Office

● Ensured accurate documentation and timely case resolution

● Built rapport with members while maintaining efficiency and compliance Helpdesk Support Specialist

Walmart Home Office

December 2009 – July 2017

● Provided enterprise-level technical support for corporate offices, distribution centers, and retail locations

● Monitored server and network operations to ensure system reliability

● Troubleshot hardware, software, and connectivity issues

● Supported organization-wide Windows software implementations

● Assisted employees with technology adoption and system navigation

● Maintained service quality in high-demand, time-sensitive environments Collection Agent

Van Ru Credit Corporation

August 2005 – August 2006

● Managed high-volume inbound and outbound account resolution calls

● Reviewed financial hardship requests and negotiated payment arrangements

● Conducted skip tracing activities for delinquent accounts

● Utilized Excel and CRM systems to track and document cases

● Led and supported a team of five collection agents

● Consistently met or exceeded resolution and compliance KPIs EDUCATION

Master of Science in Information Technology

American InterContinental University

Bachelor of Science in Information Technology

American InterContinental University

Contact this candidate