Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player. Focused customer relations professional skilled in lead generation, customer relationship development and sales. Accomplished in providing unsurpassed support to demanding customers. Offering experience in related roles, as well as passion for improving service delivery, enhancing knowledge and exceeding expectations.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Benefits Enrollment Counselor
Salazar Insurance Group
04.2022 - Current
Updated personnel handbooks and individual records to keep filed accurate and detailed.
Prepared enrollment and benefits documentation and disseminated communications and changes in coordination with HR managers.
Consulted with and counseled employees on eligibility for insurance, amounts of coverage and claims procedures.
Conducted new hire and open enrollment orientations, processed benefit enrollments and managed eligibility files.
Selling Colonial Life supplemental insurance products.
Life and Health Insurance Agent
Self Employed
08.2021 - Current
Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
Met with customers to provide information about available products and policies.
Conducted annual reviews of existing policies to update information.
Developed tailored health insurance plans to meet individualized client needs.
Telemonitor Tech
Maranatha Home Health
02.2022 - 05.2022
Monitored blood pressure for multiple patients. If required, would follow up with patient and if needed, contacted the on duty Registered Nurse to triage patient.
Monitor Tech
Mcallen Medical Center
06.2021 - 12.2021
Tracked findings of procedures such as EKGs using manual and automated recording devices.
Cleaned and sterilized equipment after each appointment, changed batteries and checked for malfunctions.
Monitored patients' heart rhythms and functions through cardiac monitoring strips.
Monitored from 25 to 50 patients at any given time.
Identified and documented data trends of pacers and AICDs, analyzing results and reporting issues
Security Officer
Allied Universal
09.2020 - 05.2021
Patrolled and secured industrial and commercial premises to prevent intrusion.
Gathered information, identified and implemented resolution, planned follow-up and logged and filed incident reports to successfully manage complaints.
Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
Secured personal and company goods against robbery, vandalism, and illegal entry.
Monitored and authorized entrance and departure of 50 employees and visitors daily
Cardiac Monitor Technician ICU
Aya Healthcare
08.2020 - 08.2020
Monitored patients' heart rhythms and functions through cardiac monitoring strips.
Monitored up to 25 ICU patients at any time.
Cardiac Monitor Technician
Valley Regional Medical Center
02.2020 - 07.2020
Checked, tested and maintained cardiology equipment to uphold optimal diagnostic standards
Recorded vascular information such as blood pressure, limb volume changes and oxygen saturation to inform diagnostic processes.
Monitored patients’ blood pressure and heart rates before, during and after procedures.
Utilized GE Medical to compile data gathered from various sources.
Security Officer
Gps Security Llc
09.2019 - 02.2020
Challenged suspicious individuals accessing restricted areas to prevent unauthorized entry
Inspected parking lot to verify vehicles were properly parked and displayed parking permits.
Patrolled premises to ensure safety of employees and visitors.
Rescue Associate
Qualfon
05.2019 - 07.2019
Contact providers to assist motorists that are members of Allstate Roadside Assistance and Good Sam Roadside Assistance.
Effectively controlled the release of proprietary and confidential information for general client lists
Created communication strategies to meet client objectives
Independent Insurance Agent
Family First Life
12.2018 - 07.2019
Sold life and funeral insurance for companies.
Explained advantages, features and disadvantages of various policies to promote sale of plans, boosting overall sales
Unemployed
N/A
04.2018 - 06.2019
Was living off my retirement.
Delivery Driver
DoorDash
07.2018 - 02.2019
Deliver food to customers from fast food establishments
Police Officer
Cypress-Fairbanks Independent School District
07.2017 - 03.2018
40 + hours per week
Developed cases and conduct interviews or interrogations, and make apprehensions and arrests, in order to further the process of cases
Exercise sound judgment in the use of firearms and conduct training and qualification exercises or courses in the proper care and use of firearms
Monitored and investigated suspicious persons and situations and unusual activities
Directed traffic during emergency and congested situations
Liaised with school counselors and administrators regarding juvenile offenders
Wrote reports on arrests made, activities performed and unusual incidents observed
Served active warrants and subpoenas
Analyze and disseminate intelligence information and data rapidly and apply a practical knowledge of the laws, concepts, operational practices and law enforcement methods and techniques in order to independently perform duties typically encountered in law enforcement
Searched vehicles, buildings, homes and property for evidence and stolen property.Directed and controlled crowds at parades, funeral processions and sporting events. Wrote detailed arrest and accident reports
Enforced Texas Penal Code, Education Code, Family Code, and Traffic Code
Deal effectively with individuals or groups of persons in a courteous and tactful manner in their detention and control or interrogation, and work to promote effective community outreach programs and public relations
Police Officer
Brownsville I.S.D. Police Dept
06.2013 - 07.2017
40 + hours per week
Developed cases and conduct interviews or interrogations, and make apprehensions and arrests, in order to further the process of cases
Exercise sound judgment in the use of firearms and conduct training and qualification exercises or courses in the proper care and use of firearms
Monitored and investigated suspicious persons and situations and unusual activities.
Directed traffic during emergency and congested situations
Liaised with school counselors and administrators regarding juvenile offenders
Wrote reports on arrests made, activities performed and unusual incidents observed
Served active warrants and subpoenas
Analyze and disseminate intelligence information and data rapidly and apply a practical knowledge of the laws, concepts, operational practices and law enforcement methods and techniques in order to independently perform duties typically encountered in law enforcement. Searched vehicles, buildings, homes and property for evidence and stolen property
Wrote detailed arrest and accident reports
Enforced Texas Penal Code, Education Code, Family Code, and Traffic Code
Deal effectively with individuals or groups of persons in a courteous and tactful manner in their detention and control or interrogation, and work to promote effective community outreach programs and public relations.
Radiology Transporter/Monitor Technician
Valley Baptist Medical Center
12.2007 - 06.2013
Supported patients with customized patient teaching tools
Ensured efficacy of treatments through monitoring of treatment regimens
Escorted patients to examination rooms and prepared them for physician exams
Monitored patients with acute conditions
Call Center Supervisor
Inservice Texas
07.2005 - 12.2007
Collected customer feedback and made process changes to exceed customer satisfaction goals
Made reasonable procedure exceptions to accommodate unusual customer requests
Provided accurate and appropriate information in response to customer inquiries
Trained staff on how to improve customer interactions
Facilitated information flow between customer service, account management operations, quality assurance, training and payroll departments to guarantee call center objectives were met
Properly directed inbound calls in phone queues to improve call flow
Customer Service Representative
West Corp
06.2002 - 07.2005
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Provided primary customer support to internal and external customers.
Answered constant flow of customer calls with minimal wait times.
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Took up to 200 calls per shift.
Education
Some College (No Degree) - Monitor Tech
Pacific Medical Training
Philadelphia, PA
Criminal Justice
Texas Southmost College
Brownsville, Texas
2013
Skills
Cardiac terminology
Microsoft Office
Team building
De-escalation skills
Verbal Judo
Certification
State of Texas General Agent Life, Accident, and Health
ACA FFM Certified
Timeline
Benefits Enrollment Counselor
Salazar Insurance Group
04.2022 - Current
Telemonitor Tech
Maranatha Home Health
02.2022 - 05.2022
Life and Health Insurance Agent
Self Employed
08.2021 - Current
Monitor Tech
Mcallen Medical Center
06.2021 - 12.2021
Security Officer
Allied Universal
09.2020 - 05.2021
Cardiac Monitor Technician ICU
Aya Healthcare
08.2020 - 08.2020
Cardiac Monitor Technician
Valley Regional Medical Center
02.2020 - 07.2020
Security Officer
Gps Security Llc
09.2019 - 02.2020
Rescue Associate
Qualfon
05.2019 - 07.2019
Independent Insurance Agent
Family First Life
12.2018 - 07.2019
Delivery Driver
DoorDash
07.2018 - 02.2019
Unemployed
N/A
04.2018 - 06.2019
Police Officer
Cypress-Fairbanks Independent School District
07.2017 - 03.2018
Police Officer
Brownsville I.S.D. Police Dept
06.2013 - 07.2017
Radiology Transporter/Monitor Technician
Valley Baptist Medical Center
12.2007 - 06.2013
Call Center Supervisor
Inservice Texas
07.2005 - 12.2007
Customer Service Representative
West Corp
06.2002 - 07.2005
State of Texas General Agent Life, Accident, and Health
ACA FFM Certified
Some College (No Degree) - Monitor Tech
Pacific Medical Training
Criminal Justice
Texas Southmost College
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