Aleethea Ruth
Jacksonville
Summary
High-performing Health Benefits Advisor with solid background in human resources. Analyzes and evaluates job duties and requirements using understanding of compensation and benefits laws and regulations. Strong organizational skills with keen eye for detail. Medicare Knowledgeable. Have experience working with under 65 peers as well. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Knowledgeable and dedicated customer service professional with extensive experience in Health insurance industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Caba Solutions
04.2024 - 06.2024
- Enhanced data accuracy by meticulously reviewing and correcting errors in spreadsheets and databases.
- Streamlined workflow with automation techniques, reducing manual input time and minimizing potential for human error.
- Improved database integrity by regularly updating records to ensure relevancy and accuracy of information.
- Expedited data entry tasks through the use of keyboard shortcuts and customized software tools.
- Prevented costly mistakes by proactively identifying discrepancies in numerical entries and rectifying them promptly.
- Maintained strict confidentiality of sensitive client information, ensuring compliance with industry regulations and company policies.
- Contributed to process improvement initiatives by suggesting ways to optimize data entry tasks for optimal productivity.
- Coordinated with cross-functional teams to gather necessary information for accurate record-keeping and reporting purposes.
Customer Service Representative
Maximus Call Center
11.2023 - 02.2024
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Health Benefits Advisor
Alight Solutions, AON Hewitt
08.2022 - 09.2023
- Honed professional and technical knowledge by attending educational workshops, reviewing professional publications and staying in tune with changes internal to company.
- Educated clients on products over phone or face-to-face presentations, highlighting changes in policies offered or advantages over competitor services.
- Advised customers on making decisions regarding health care packages, carefully matching customers with most appropriate products and services.
- Developed ongoing, profitable relationships with clients, meeting or exceeding monthly sales goals while continually maintaining professional image of agency.
- Logged client conversations, policy information and changes in client information at time of each phone call made.
- Analyzed and evaluated existing compensation and benefits programs and recommended improvements.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Responded to customer calls and emails to answer questions about products and services
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response
- Answered constant flow of customer calls with minimal wait times
- Answered customer telephone calls promptly to avoid on-hold wait times
- Updated account information to maintain customer records
- Responded to customer requests for products, services, and company information
- Offered advice and assistance to customers, paying attention to special needs or wants
- Exhibited high energy and professionalism when dealing with clients and staff
- Met customer call guidelines for service levels, handle time and productivity
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Maintained and managed customer files and databases
- Verified accurate responses to questions and inquiries by maintaining advanced product knowledge
- Received multiple positive reviews acknowledging dedication to excellent customer service
- Sought out extra training opportunities to enhance customer relationship management abilities
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions
- Maintained user account data by initiating account access and establishing in database
- Automated processes to manage remote network
- Handled customer inquiries and suggestions courteously and professionally
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Logged client conversations, policy information and changes in client information at time of each phone call made
- Developed ongoing, profitable relationships with clients, meeting or exceeding monthly sales goals while continually maintaining professional image of agency
Licensed Sales Agent
Alorica
06.2021 - 12.2021
- Attended continuing education courses and workshops to gain additional insurance industry knowledge.
- Provided coverage option information to assist clients in protecting assets.
- Promoted products and services using upselling and other sales strategies.
- Exceeded corporate quotas for monthly policy sales.
- Engaged in friendly conversation with customer to better uncover individual needs.
- Listened to customer needs and desires to identify and recommend optimal products.
- Developed strong rapport with customers and created positive impression of business.
- Upsold additional products and services after identifying customer needs and requirements
- Spent ample time with each customer, verbally reviewing, and explaining documents for client comprehension
- Obtained underwriting approval by completing application for coverage
- Scheduled fact-finding appointments and consultations to determine client needs and overall financial situations
- Generated quotes and proposals for clients to match individual needs
- Followed up promptly with interested clients to close sales
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques
- Met with prospective clients to discuss insurance needs and provide solutions
Telesales Insurance Agent
Spectraforce Technologies Inc.
06.2019 - 01.2021
- Generated quotes and proposals for clients to match individual needs.
- Provided comprehensive product knowledge and guidance to help clients on product selection.
- Cultivated relationships with clients to identify and meet insurance needs and establish trust and rapport.
- Followed up promptly with interested clients to close sales.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Met with prospective clients to discuss insurance needs and provide solutions.
- Developed sales strategies to increase sales of insurance policies.
- Registered customer information on database to enable tracking history and maintain accurate records.
- Educated customers on product and service benefits, explaining features and answering questions.
- Overcame objections using friendly, persuasive strategies.
- Made average of 60-80 outbound and inbound calls per day
Education
GED -
Tom P Haney Technical Center
Panama City, FL05.2017
Skills
- Health Plan Benefits
- Insurance Recommendation
- Production Goals
- Open Enrollment
- Health Insurance Industry Knowledge
- Reading Comprehension
- Explaining Benefits
- New Product Information
- Debt Collections
- Critical Thinking
- Application Documentation
- Product Selection
- Excellent Communication Talents
- Medicare Compliance
- Customer Service
Timeline
Customer Service Representative
Caba Solutions
04.2024 - 06.2024
Customer Service Representative
Maximus Call Center
11.2023 - 02.2024
Health Benefits Advisor
Alight Solutions, AON Hewitt
08.2022 - 09.2023
Licensed Sales Agent
Alorica
06.2021 - 12.2021
Telesales Insurance Agent
Spectraforce Technologies Inc.
06.2019 - 01.2021
GED -
Tom P Haney Technical Center
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