Licensed Insurance Agent with Medicare Expertise
Resume:
BILLY
FORD
*********@****.***
Fuquay-Varina NC
Detail-oriented and dependable professional with a proven track record of effectively managing multiple priorities while maintaining a positive attitude. Strong willingness to embrace additional responsibilities to support team objectives and drive success. Committed to fostering a collaborative work environment and consistently delivering high-quality results. Adaptable and proactive, ready to tackle challenges head-on and contribute to organizational growth.
PROFESSIONAL SUMMARY
SKILLS
• Call center experience
• Client service
• Documentation and reporting
• Goal oriented approach
• Group health plans
Health insurance portability and
accountability act compliance
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• Inbound call management
• Individual health plans
• Outbound call management
• Policy adjustment
• Proficiency in Five9
Proficiency in microsoft 365
software
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• Proficiency in OutLook
• Proficient in SalesForce
• Skilled in insurance sales
• Customer follow-up
Proficient in health insurance
sales
•
American Intercontinental
University
Los Angeles, California • 05/2008
Master of Science: Information
Technology
EDUCATION
Everise - Licensed Insurance Agent
Plantation, FL • 09/2025 - 12/2025
GoHealth - Retention Agent
Chicago, IL • 09/2021 - 09/2025
WORK HISTORY
Managed over 300 inbound and outbound member calls weekly, achieving a resolution rate of 90%.
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Utilized Salesforce to accurately track and record interactions, maintaining strict adherence to compliance requirements.
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Conducted needs assessments to recommend appropriate Medicare Advantage, Prescription Drug (Part D), and supplemental plans.
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Temp position delivered consultative support to 250+ retirees during the Annual Enrollment Period, guiding them to select optimal Medicare Advantage and Part D plans.
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Monitored and enforced HIPAA and CMS regulatory standards alongside company policies in every customer engagement.
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Verified eligibility, coverage details, and enrollment status using internal systems and CRM tools.
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Educated clients on insurance options and policy details to enhance understanding and informed decision-making.
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Assisted clients in understanding complex insurance policies, ensuring they made informed decisions when selecting coverage options.
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Implemented effective relationship-building techniques to enhance customer retention.
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Managed resolution of customer inquiries related to healthcare benefits and services, fostering enhanced patient satisfaction.
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Exhibited strong multitasking skills on a daily basis by handling multiple phone lines without compromising the quality of service provided.
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Conducted thorough policy reviews to ensure compliance with industry regulations and company standards.
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Guided clients through health insurance options, ensuring informed decisions aligned with individual needs.
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Retained existing Medicare members through needs-based consultations, plan reviews, and benefit education.
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American Intercontinental
University
Los Angeles, California • 05/2005
Bachelor of Science: Information
Technology
CERTIFICATIONS
Accident & Health Insurance
License
•
Medicare & Long-Term Care
License
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Walmart Home Office - Helpdesk Support
Bentonville, AR • 12/2009 - 07/2017
Supported over 1,000 members during peak enrollment seasons, maintaining a call volume exceeding 120 calls per day.
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Addressed member concerns related to premiums, coverage changes, providers, and prescriptions to reduce churn.
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Conducted outbound and inbound retention calls while meeting quality, compliance, and performance metrics.
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Submitted applications for Low-Income Subsidy (LIS) eligible members, improving access to benefits for over 100 clients.
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Ensured timely case resolution and maintained a 90% compliance rate in documentation accuracy.
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Prevented potential account cancellations by addressing customer complaints effectively and efficiently.
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Fostered a collaborative environment by training team members on effective communication techniques, leading to improved service delivery and member satisfaction.
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Monitored performance metrics to identify areas for improvement and enhance service delivery strategies.
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Provided feedback to management on customer trends, contributing to service enhancements and product development initiatives.
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Documented and detailed calls and complaints using call center's CRM database.
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Enhanced customer satisfaction by addressing and resolving inbound calls and inquiries in a timely manner.
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Achieved a 90% accuracy rate in documentation within 3 months, minimizing errors in member information through systematic reviews.
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Provided Tier 1 and Tier 2 technical support to corporate and field associates for hardware, software, and network-related issues.
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Troubleshot Windows-based systems, POS applications, printers, VPN access, and internal enterprise tools.
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Resolved incidents and service requests through ticketing systems while meeting SLAs and customer satisfaction targets.
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Documented issues, resolutions, and troubleshooting steps to support knowledge base development.
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Escalated complex technical problems to higher-level support teams when necessary.
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Provided clear instructions to end-users, enabling them to resolve issues independently and reduce future help desk calls.
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Managed high call volume, maintaining professionalism and patience while addressing customer concerns.
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Configured hardware, devices, and software to set up work stations for employees.
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Expedited problem resolution through effective communication with helpdesk support teams.
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