Virtual Insurance Coordinator & Remote Team Lead

ABIGAIL M. BURKE

Medford, New York / Remote 631-***-**** *****.*******@*****.***

PROFESSIONAL SUMMARY

Results-driven, remote-ready leader with 10+ years of customer service excellence and 5 years of dedicated Life, Health, and Accident insurance sales experience. Proven track record of managing and motivating distributed, high-performing teams in fast-paced virtual environments. Adept at driving sales targets, maximizing client retention, and navigating complex policy compliance (including ACA/Marketplace regulations). A patient, empathetic communicator and primary English speaker skilled in leveraging remote communication tools to deliver superior client support and strategic agent coaching.

CORE EXPERTISE & SOFT SKILLS

● Customer Service Expertise: 10+ years of dedicated experience delivering exceptional, client-centric support and building high-trust relationships.

● Empathetic & Compassionate Communication: Recognized for exceptional patience, active listening, and a caring approach when guiding clients through complex claims and policy options.

● Collaborative Team Player: Hardworking and dedicated, with a proven ability to thrive both as an autonomous individual contributor and as a supportive team leader.

● Insurance & Regulatory Knowledge: Specialized expertise in ACA/Marketplace navigation, policy analysis, and strict compliance management.

● Languages:

● English: Native / Primary language.

● Spanish: Conversational proficiency (academic foundation from grade 6 through college; successfully utilized across multiple professional roles to assist and build rapport with clients).

Licenses & Certifications

● Resident Life, Accident & Health Insurance Agent License – State of New York

(License #: 1660505)

● Non-Resident Life, Accident & Health Insurance Agent Licensure – Active across 9 additional states (Specific states available upon request)

● ACA / Marketplace Certification

● Certification in Computer Technology – BOCES Milliken Technical Center PROFESSIONAL EXPERIENCE

Licensed Health ACA Agent

Purecare Insurance Medford, NY September 2025 – Present

● Proactively initiated and led remote peer-training sessions via Discord, voluntarily coaching onboarding agents through live-call strategies and private mentorship to accelerate team proficiency without company prompting.

● Generated an exceptional volume of organic client referrals, a direct result of delivering highly personalized, patient, and compassionate service that builds long-term consumer trust.

● Consulted with clients daily to analyze complex healthcare needs, budget constraints, and medical histories, successfully matching them with optimal Marketplace health plans.

● Educated consumers on intricate ACA regulations, premium tax credits (subsidies), and cost-sharing reductions to maximize plan affordability and client understanding.

● Maintained 100% compliance with federal CMS (Centers for Medicare & Medicaid Services) guidelines and state insurance regulations during all enrollment and data-handling processes.

Life Insurance Sales Supervisor / Agent

Family First Life Remote / Medford, NY May 2022 – Present

● Actively recruited, onboarded, and managed a personal team of insurance agents, driving group performance through virtual sales training and pipeline management strategies.

● Strategically managed diverse lead portfolios, maximizing ROI by efficiently converting high-intent warm leads while utilizing advanced follow-up and patience to revive and close aged lead pipelines.

● Maintained active Life Insurance licensure across 10 states, enabling wide-scale virtual sales capabilities and compliance with diverse state regulations.

● Consulted independently with diverse client bases to assess long-term financial goals, delivering tailored policy recommendations that protect beneficiaries and ensure financial security.

● Fostered lifelong client relationships by providing compassionate, patient education on complex policy structures, empowering applicants to make confident purchasing decisions. Supervising Insurance Agent (Union Benefits Liaison) National Income Life Long Island City, NY May 2021 – May 2022

● Recruited, trained, and managed a high-performing team of insurance agents, providing hands-on coaching, performance tracking, and strategic guidance to drive territory sales growth.

● Served as a trusted benefits liaison for union members, analyzing collective bargaining structures to deliver tailored life insurance policies that secured families' financial futures.

● Fostered a resilient, high-morale team culture by sharing personal insights, maintaining a solutions-oriented attitude, and mentoring new agents through the initial challenges of the insurance industry.

● Executed high-volume multitasking daily, balancing personal production goals and policy underwriting alongside supervisory duties, team meetings, and agent development. Accounts Receivable / Career Progression

Retail Security Services Medford, NY December 2018 – April 2021 (Earned 4 consecutive promotions within a 2.5-year tenure based on exceptional performance, adaptability, and operational leadership)

● Managed full-cycle accounts receivable workflows, utilizing dual financial software systems and high-volume email correspondence to accurately bill clients and resolve invoice discrepancies.

● Promoted to Vendor Relations (Key Accomplishment Role): Sourced and secured high-quality service providers in high-difficulty, restricted geographic markets where other team members failed; rapidly surpassed all procurement and onboarding goals ahead of schedule.

● Demonstrated extreme reliability by managing on-call emergency rotations, maintaining 24/7 readiness to resolve critical client issues, coordinate logistics, and deliver seamless service continuity.

● Promoted to Client Coordinator, acting as the primary point of contact for high-value corporate accounts, resolving complex service issues, and maximizing customer satisfaction.

● Launched career with the company as a Dispatcher, executing rapid-response logistics, heavy data entry, and multi-channel communications in a high-volume, fast-paced environment.

Service Receptionist & Cashier

Stevens Ford 112 Patchogue, NY March 2017 – December 2018 (Promoted from Sales Receptionist to Service Receptionist within first few months due to rapid learning and operational efficiency)

● Managed high-volume service administrative workflows, coordinating multi-line phone systems, scheduling service appointments, and handling secure bank deposits for the facility.

● Leveraged deep automotive and product industry knowledge to accurately educate clients on vehicle specifications, recall notices, and maintenance requirements.

● Oversaw the end-to-end fleet logistics for loaner vehicles, successfully managing customer intake, drop-off compliance, and vehicle readiness.

● Demonstrated strong technical initiative by executing basic diagnostics (scanning check engine codes) and proactively assisting with service work orders to streamline shop operations.

● Acted as a vital communication link between front-office customers and the mechanic shop, utilizing exceptional patience and clarity to explain technical repairs to non-technical clients.

EDUCATION & CERTIFICATIONS

Certification in Computer Technology Graduated 2010 BOCES Milliken Technical Center Oakdale, NY

● Technical Proficiency: Core training in systems troubleshooting, digital workflows, and network navigation.

● Digital & Web Skills: Practical knowledge of HTML language for web structure and data navigation.

● Design & Creative Software: Proficient in Adobe Creative Cloud applications, including Photoshop skills for digital asset creation and visual layouts. Undergraduate Coursework (Business / General Studies) 20+ Credits Completed Suffolk County Community College Selden, NY

High School Diploma Graduated 2010

Bayport-Blue Point High School Bayport, NY

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