Licensed Insurance Customer Service & Retention

Debra Michelle Whaley

*** -*** –**** *****.*********@*****.***

Professional Summary

Customer service and insurance professional with 8+ years of experience supporting health insurance, property and casualty, Medicare, and financial services clients in high-volume call center environments. Skilled in customer retention, policy administration, benefits education, and resolving complex customer inquiries while meeting compliance and performance goals. Recognized for strong communication, problem-solving, and relationship-building abilities that improve customer satisfaction and operational efficiency. Skills

Customer Service & Client Relations • Insurance Sales & Retention • Medicare & ACA Enrollment Policy Administration • Call Center Operations • Compliance & Risk Management Professional Experience

Wipro/Cigna (Remote) – Tampa, FL October 2022 – March 2026 Licensed Health Insurance Agent/Customer Accounts Specialist/Renewals & Retention Assisted members with ACA Marketplace enrollment, benefit reviews, billing inquiries, and policy retention services.

Handled inbound and outbound calls while supporting retention campaigns, high-value customer outreach, and diabetes care plan initiatives.

Educated customers on individual, family, and dental insurance plans while identifying opportunities for cross- selling additional products.

Maintained accurate documentation, followed compliance guidelines, and consistently achieved sales and call center performance goals.

USAA (Remote) – Tampa, FL

Insurance Professional Sales and Service September 2021 – September 2022 Supported members with personal lines insurance quotes, policy updates, billing, underwriting, and coverage inquiries.

Managed inbound customer interactions while ensuring compliance with risk management policies and state insurance regulations.

Resolved customer issues efficiently by utilizing multiple systems and minimizing escalations and callbacks. Maintained Property & Casualty licensing requirements and delivered accurate policy and contract information to members.

HealthPlanOne – Saint Petersburg, FL

Medicare Sales Consultant March 2021 – September 2021 Conducted Medicare needs analyses and educated clients on plan options, coverage, and enrollment requirements.

Assisted clients through the application and enrollment process while ensuring accurate policy documentation. Maintained compliance with CMS regulations and company policies related to Medicare sales practices. Achieved daily, weekly, and monthly sales performance goals through effective customer engagement and consultative selling.

Bank of America / Merrill Lynch (Remote) – Jacksonville, FL Retirement Benefits Financial Services Representative August 2020 – March 2021 Provided clients with retirement and benefits plan information while resolving account and transaction inquiries.

Processed financial transactions, including mutual fund, money market, and stock trades with a high level of accuracy.

Navigated multiple systems and tools to deliver clear and timely customer support. Identified service improvement opportunities and promoted online self-service resources to enhance the client experience.

Aetna – Jacksonville, FL

Corporate Contact Center Switchboard Operator January 2019 – August 2020 Answered and routed high-volume inbound calls while identifying customer needs and directing inquiries appropriately.

Utilized active listening and critical thinking skills in a fast-paced corporate call center environment. Operated multiple computer systems, applications, and dual-monitor workstations efficiently. Maintained HIPAA compliance and consistently met departmental scheduling and performance metrics. Allstate – Jacksonville, FL

Customer Service Associate September 2018 – January 2019 Reviewed insurance documentation to verify underwriting requirements and policy accuracy. Researched and resolved policy issues related to rates, coverage, commissions, and system discrepancies. Coordinated with internal departments to ensure accurate premium application and commission processing. Provided customer service support through phone, email, web platforms, and internal communication channels. Brightway Insurance – Jacksonville, FL

Personal Lines Renewal Specialist July 2017 – September 2018 Assisted policyholders, mortgage companies, and agents with homeowners and auto insurance policy inquiries and updates.

Processed renewals, endorsements, underwriting memos, payment transactions, and policy change requests. Prepared insurance documentation including cancellation forms, no-loss statements, and payment receipts. Managed policy servicing tasks using AMS 360 and other insurance processing systems. Education

Calhoun County High School – Saint Matthews, SC

High School Diploma June 1990

Licenses & Certifications

Property & Casualty Insurance License

Life & Health Insurance License

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