Customer Service & Insurance Sales Expert

MARIE Y. DAPHNE JEAN-LOUIS

Professional Summary

Friendly and enthusiastic Customer Service & Sales Professional with over 15 years of experience, specializing in Insurance Sales, Healthcare Services, and Customer Relations. Adept at quickly mastering new tasks, fostering key client relationships, and delivering exceptional service in fast-paced, compliance-driven industries. Licensed in health and life insurance across 23 states, with extensive experience adhering to regulatory guidelines such as HIPAA. Seeking to leverage my skills in the healthcare or airline industries, where customer care, compliance, and operational efficiency are critical.

Skills

• HIPAA Compliance: Knowledgeable about healthcare privacy regulations and adherence.

• Customer Service Excellence: Over 15 years of experience in high-demand environments.

• Healthcare Terminology & Procedures: Familiar with Medicare, Medicaid, and private health insurance plans.

• Conflict Resolution: Skilled in de-escalating customer issues and delivering positive outcomes.

• Salesforce CRM: Proficient in Salesforce and other CRM platforms for tracking customer interactions and maintaining relationships.

• Adaptability: Thrive in dynamic, fast-paced industries such as healthcare and airlines.

• Team Collaboration: Proven ability to collaborate in cross-functional teams to achieve customer service and sales goals.

• Certified Customer Service Professional (CCSP): Advanced customer service skills applicable across industries.

• First Aid/CPR Certified: Important for roles requiring immediate assistance in healthcare or flight environments.

• Licensed Insurance Agent (Health & Life) in 23 states.

Education

Bachelor of Science: Phycology 12/2019 - Current

Argosy University, Chicago Online - Chicago, IL

Certifications

• Licensed Insurance Agent (Health & Life) in 23 states

• Certified Customer Service Professional (CCSP)

• First Aid/CPR Certified

Experience

Senior Sales Adviser/Life and Healthcare Insurance Agent

May 2022 – Present

• Provide tailored insurance solutions for life and healthcare insurance policies.

• Advise clients on the most suitable coverage based on individual needs and ensure compliance with state and federal regulations.

• Consistently meet and exceed sales targets through exceptional customer relationship management.

• Establish and maintain long-term relationships with clients, ensuring high customer retention.

Senior Benefit Consultant/Quality Assurance Analyst GoHealth LLC

08/2019 – 03/2021

• Analyzed and sold Medicare plans for the largest Medicare Advantage marketplace in the U.S.

• Ranked in the top 5% of agents for performance and customer satisfaction.

• Transitioned to the Quality Assurance team due to exceptional performance, ensuring adherence to compliance and regulatory guidelines.

• Monitored representative calls to ensure compliance with company and Medicare standards.

• Consistently led the department in both production and quality metrics.

Receptionist / Abra Auto Body Repair of America, Formerly Wilburn – Charlotte, NC

01/2017 to 10/2018

• Operated telephone switchboards, scheduled appointments, and greeted clients with a professional demeanor.

• Managed payments and performed administrative tasks, maintaining organized client records.

• Gained valuable experience in customer-facing roles, handling escalated complaints with a focus on service recovery.

Retention Specialist / Escalation Sprint (Xerox) – Charlotte, NC

02/2017 to 01/2018

• Resolved escalated customer complaints related to sales and service, often managing difficult or dissatisfied customers.

• Retained customers by providing high-quality service and tailored solutions.

• Maintained and entered information into databases for accurate record-keeping and client tracking.

Charlotte, NC 28213 (H) 980-***-**** **********@*****.***

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