Insurance Agent & Customer Service Administrator
Resume:
Melinda Worrell
Insurance Agent - Customer Service - Administrative Assistant
Newport News, VA 23606
*******.*******@*****.***
Managed customer service and insurance inquiries for Cigna (Wipro), USAA, and ACG through a home-based call center.
Led operations and client services as the primary agent at an insurance office and an electrical business office.
Established and operated a successful word processing business for 15 years.
Processed medical insurance claims at Riverside Hospital for 2 years.
Licensed Insurance Agent for Property & Casualty as well as Life and Health coverage.
Provided secretarial support in a hospital emergency room for 10 years.
Previously certified as an Emergency Medical Technician (certification expired).
Authorized to work in the U.S. for any employer.
Work Experience
Licensed Insurance Agent
ACG (Auto Club Group) – Tampa, FL
August 2024 to May 2025
Delivered sales and support services to members by greeting them, assisting with their needs, and selling memberships.
Addressed customer inquiries effectively.
Performed cashiering duties for members, including processing payments for insurance policies (such as installments, lapses, or reinstatements) and balancing the cash drawer.
Received and resolved member or customer complaints, and sought management assistance for complaint resolution when necessary.
Provided administrative support to the insurance sales staff during peak periods.
Performed other assigned duties as needed.
Melinda Worrell Page 2
Licensed Insurance Agent (temporary position)
Wipro, Inc. – Tampa, FL
October 3, 2023 to February 29, 2024
Recruited to join the retention department at Cigna Healthcare during open enrollment.
Managed inbound calls to facilitate enrollment in healthcare and dental plans.
Provided personalized guidance to individuals in selecting suitable healthcare plans with Cigna or exploring Marketplace options.
Delivered comprehensive information on plan options, benefits, rates, and additional perks.
Achieved phone call evaluation scores of 95%+.
Contract extended beyond initial end date to continue supporting clients until February 29, 2024.
Licensed Insurance Agent
Teleperformance USA - Richmond, VA
July 2022 to July 2023
Successfully provided and sold auto insurance products for USAA from a home office, holding licenses in all states across the USA.
Responded to inbound phone calls, using my expertise in personal lines insurance to assist with quotes, binding new business, explaining policy details, handling billing and payments, managing underwriting, reviewing contracts, clarifying coverage provisions, and making premium adjustments.
Demonstrated the ability to identify, assess, and address member needs by offering comprehensive and accurate advice and solutions.
Operated effectively in a remote contact center environment, proficiently navigating various systems and programs while maintaining engaging interactions with members across multiple channels.
Melinda Worrell Page 3
Licensed Insurance Agent
Direct General Insurance – Hampton, VA
February 2015 to July 2022
Licensed in both Property and Casualty Insurance as well as Life and Health Insurance.
Presented the best insurance options to clients seeking auto and life coverage.
Managed the operations of an office in Richmond, VA, for two months, overseeing staffing and daily functions.
Served as the primary agent in Churchland, VA, where I single-handedly executed all responsibilities and duties.
Licensed Insurance Agent
Sutherland Global - Chesapeake, VA
April 2013 to March 2014
Responsibilities
Successfully obtained licenses in Property & Casualty Insurance as well as Life and Health Insurance.
Managed various computer systems and effectively engaged with customers in a fast-paced call center environment.
Demonstrated accuracy in completing applications, forms, and state-specific documentation.
Provided exceptional solutions to prospects and customers with integrity, honesty, and respect by simplifying complex policy forms and coverage information for better understanding.
Although I was laid off due to a lack of work, I am eligible for rehire in the future.
Administrative Assistant
Energy Design - Chesapeake, VA
November 2009 to November 2011
Handled queries via phone, e-mail, and general correspondence.
Drafted and assigned all incoming jobs for electricians.
Monitored and restocked office supply inventory as needed.
Managed client invoicing and oversaw accounts payable and receivable, using QuickBooks for job costing.
Conducted weekly payroll processing and ensured timely payment of IRS and state taxes.
Maintained computer systems for troubleshooting and bug fixes.
Melinda Worrell Page 4
Created office stationery, invoices, and essential forms using design software.
Utilized Genbook, a web-based scheduling tool accessible via smartphones, for job scheduling and organization.
Unit Secretary / Administrative Associate
Sentara Obici Hospital - Suffolk, VA
August 1999 to November 2009
Demonstrated exceptional verbal, non-verbal, and written communication skills.
Managed incoming telephone calls, providing assistance and transferring calls as needed.
Identified patient distress and promptly notified clinical staff. - Processed physician orders and addressed inquiries in the IBEX and MediTech systems.
Coordinated with specialty and family physicians regarding patient admissions and consultations.
Facilitated the completion of admission paperwork and ensured the accuracy of additional orders and tests.
Coordinated patient transfers to other facilities, including organizing COBRA paperwork and arranging air and ground transportation.
Organized patient transportation home or back to nursing homes post-discharge via ambulance or taxi.
Emergency Medical Technician, (Volunteer capacity)
Nansemond - Suffolk, VA
January 1991 to 2005
presently a life member
Responded to emergency medical calls as an EMT and ambulance driver.
Ensured that ambulances were properly stocked with necessary equipment for optimal functionality.
Successfully supervised a team for three years during a 15-year tenure at the agency.
Melinda Worrell Page 5
Education
Took classes toward Bachelor of Science in Information Systems
Saint Leo University - Langley AFB, VA
Took classes toward Certificate in Web Information Systems Technology
Tidewater Community College - Chesapeake, VA
Licensed as Insurance Agent in Life, Health, and Property & Casualty,
Virginia, 2012
Skills
Proficient in Microsoft Word, Outlook, Excel, QuickBooks, PowerPoint, and some web design, with a typing speed of over 75 words per minute.
Have 15 years of experience as an EMT and am skilled in word processing and insurance sales.
Additionally, I have experience in accounts payable and receivable, and excel at providing exceptional customer service.
Certifications / Licenses
Licensed Producer, Health, Life & Annuities, Property and Casualty, State of Virginia, 10/22/2012
Assessments
Sales skills - Proficient
March 2022
View Full Score Report
Additional Information
Computer skills include MS Office including Excel, Outlook, Internet and Web Development
Contact this candidate