Adrian Tenor
Miami
Summary
Seeking a position as a team-player and leadership where I can maximize my management experience in a challenging environment to achieve corporate and personal goals.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Quality Assurance - Health Insurance Agent (Licensed)
Nations Benefits CX
06.2022 - Current
- Established auditing goals, expectations, and benchmarks and ensured these are met or exceeded.
- Prepared and presented analytics to internal leadership and external audiences, ranging from front-end staff to executive leaders.
- Performed basic and complex data and statistical analysis on auditing data to generate metrics and other tracking and trending analytics.
- Interpreted and monitored metrics and analytics to identify meaning, trends, and compliance towards auditing goals, expectations, and benchmarks.
- Promote the insurance agency to customers who need insurance.
- Network with potential customers.
- Educate customers on each type of insurance coverage and make recommendations based on their needs.
- Evaluate current insurance policies and recommend additional coverage when needed.
- Maintain all insurance documents in a confidential way.
- Provided coaching and action plans to agents who needed to meet quality goals.
Health Insurance Agent (Licensed) / Temp
Randstad General Staffing Enhance Health, LLC.
10.2021 - 04.2022
- Took inbound calls from potential clients to enroll in healthcare plans.
- Explained the benefits and features of the various Medical/Health and ancillary products available.
- Qualified, educated and enrolled individuals into healthcare plans that meets their needs.
- Enrolled clients based on compliance and training requirements to sell appropriate products.
- Navigated through multiple system applications to fulfill consumer requests, research inquiries, create leads for follow up and update consumer information.
- Understood and adhered to all company, carrier, and/or CMS related policies and procedures.
- Driven by making sales and not afraid to 'ask' for the sale.
Call Center Supervisor (French & English)
Tela Force, LLC Department of Economic Opportunity.
02.2020 - 07.2021
- Monitored, coached, and supported incentive programs to motivate staff towards achieving results; supported staff development of call handling skills.
- Provided leadership and direction while maintaining team morale.
- Ensured staff performance, quality, productivity, and attendance standards are met, and posts statistics as appropriate.
- Followed up by monitoring progress and results, and taking appropriate countermeasures.
- Encouraged continuous improvement; involved others in planned process improvement efforts and measures; encouraged/coached individuals to follow a systematic improvement process.
- Participated as a member of the supervisory team, cooperating with peers to build consensus and share responsibilities.
- Contributed to discussions, actions, and projects and helps resolve indifference or conflicts by identifying common ground and exploring potential solutions.
- Assisted human resources by interviewing prospective candidates and processing voluntary and involuntary terminations.
- Maintained attendance records, processed employee paperwork, submitted payroll information as required, and supported administration in an accurate and timely fashion.
- Provided meeting leadership, management, and facilitation; prepared for meetings in advance and followed up with a complete meeting record for participants.
- Supervised in providing excellent customer service to callers requiring assistance for claim and escalation issues.
Agent support Specialist / Temp
CarePlus Health Plan, Inc.
10.2019 - 02.2020
- Managed the agent’s relationship and handle communication.
- Helped agents navigate insurance and financial situations.
- Overseen all paperwork and correspondence relating to the programs.
- Served as liaison and coordinator for helping people get assistance with services and products in a Medicare environment, including food stamps, LIS, etc.
- Collaborated with management teams to stay updated on new products, services, and policies.
- Recorded customer information within our customer service database.
- Engaged with clients in a friendly and professional manner while actively listening to their concerns.
- Assisted sales agents through various software’s or websites not limited to CMS, Humana/Care Plus portal, Medicaid, Medicare, DCF, Outlook, Accuterm7 and Microsoft apps.
Bilingual Sr. Risk Support Specialist (French & English)
Visa, Inc.
09.2015 - 09.2019
- Evaluated the nature of each call and determined the appropriate action to complete the call.
- Provided general information and supported Visa products or services for Prepaid (reloadable/buxx/gift), Debit, Credit cards and direct the customer.
- Updated and maintained cardholder data in appropriate databases.
- Used several computer programs/applications to respond to customer inquiries, such as HHCA, PAS, Concur, VBV, VDCA, VROL/GVROL, Citrix, Cardinal Commerce, Falcon schemas, Genesys, Outlook, and Microsoft apps, technical support, Data entry, Report.
- Responded to inbound telephone calls and may generated outbound calls regarding information on cardholders account in the US and Canada.
- Educated our cardholders on self-service on using the VRU, mobile app, text/email alert, ADP Aline check, and website.
- Specialized in fraud prevention services, dispute, and mobile app.
Executive Training Advisor
Employment Opportunities, Inc.
01.2014 - 12.2017
- Responsible for coordinating and selecting appropriate training methods or activities (e.g., Workshop, simulations, mentoring, on-the-job training, professional development classes, basic computer training for adults).
- Conducted organization-wide training needs assessment and identify skills or knowledge gaps that need to be addressed.
- Used known education principles and stayed up-to-date on new training methods and techniques for our customers.
- Proficient in Microsoft 365 applications (Word, PowerPoint, Excel, Access, OneNote, Visio, Outlook, Publisher and Project).
- Hosted train-the-trainer sessions for applicants and job employ abilities skill for high school and college students.
- Managed and maintained in-house training facilities and equipment.
Education
Bachelors in arts - Theology Studies
Dunamis Bible College
Hollywood, FL12-2021
Master of Arts - Education
University of The People
02-2027
Skills
- Leadership
- Details-oriented
- Strong time management
- Good judgment
- Conflict resolution
- Administrative
- Business aptitude
- Client confidentiality
- Client file maintenance
- Control and planning
- Computer proficient
Accomplishments
- Certified Notary Public
- Certified Signing Agent
- CBT Coach Practitioner
- Certified Life Coach
- Certified Neuro Linguistic Programming
- HIPAA Compliance Certified
- Computer training skills (Power BI, SQL, Tableau, Microsoft 365 Applications, Genesys, CRM, Salesforces)
Certification
- Certified Notary Public
- Certified Signing Agent
- CBT Coach Practitioner
- Certified Life Coach
- Certified Neuro Linguistic Programming
- HIPAA Compliance Certified
Languages
French
Native or Bilingual
English
Native or Bilingual
Timeline
Quality Assurance - Health Insurance Agent (Licensed)
Nations Benefits CX
06.2022 - Current
Health Insurance Agent (Licensed) / Temp
Randstad General Staffing Enhance Health, LLC.
10.2021 - 04.2022
Call Center Supervisor (French & English)
Tela Force, LLC Department of Economic Opportunity.
02.2020 - 07.2021
Agent support Specialist / Temp
CarePlus Health Plan, Inc.
10.2019 - 02.2020
Bilingual Sr. Risk Support Specialist (French & English)
Visa, Inc.
09.2015 - 09.2019
Executive Training Advisor
Employment Opportunities, Inc.
01.2014 - 12.2017
Bachelors in arts - Theology Studies
Dunamis Bible College
Master of Arts - Education
University of The People