Alfi Pagan
Yonkers,NY
Summary
Licensed Insurance professional with robust background in providing comprehensive insurance solutions. Known for collaborative approach and delivering consistent results in dynamic environments. Skilled in client relationship management and policy customization, valued for reliability and adaptability.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Licensed Insurance Agent
ACA Helpline Complete Senior Benefits
02.2021 - 01.2025
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques in high call volume settings.
- Adhered to HIPAA compliance and federal guidelines for all ACA and Medicare consumers to ensure safety of PHI for all clients on recorded calls mandated by CMS
- Resolved all issues pertaining to benefits from previous agencies for clients, which resulted in obtaining them as existing clients as their new agent of record
- Surpassed daily sales quota, making 25-35 sales per day, which ensures elevated business performance due to outstanding customer service and problem-solving skills in conjunction with attention to detail
- Knowledge of CRM software such as Salesforce, High Level, Ring Central, Convoso, EClinicalWorks, TLDialer, HealthSherpa, IT Support, and Benefit Align Software while multitasking
Covid Tracer
Insight Global
02.2020 - 02.2021
- Investigated and identified any confirmed and suspected coronavirus cases, while documenting potentially affected contacts
- Communicated with documented COVID-19 patients and other exposed individuals via phone call, text, e-mail and other platforms
- Performed accurate and precise record keeping by logging client information within secure contact-tracing software
- Resolved customer service issues using company processes and policies with provided updates to covid-19 prospects
- Provided educational and informational resources regarding isolation policies and quarantine measures to all clients in high volume call center remote environments.
Senior Benefits Counselor
The Floating Hospital
01.2017 - 01.2020
- Oversaw registration process from associates to patients resulting in best possible outcomes of care for their visit daily
- Directed, supervised and evaluated CRM and documentation activities of 7 members in clerical team with provided company protocols and daily routines that were ordered by upper management
- Reviewed work procedures and operational problems to determine ways to improve service, performance, and safety
- Fostered excellence by example by "setting pace" and being hands-on mentor to clerical staff to establish healthy work environments
Group Leader
Autism Community
06.2013 - 12.2016
- Led by example, demonstrating commitment to company's mission and consistently delivering high-quality work.
- Supervised interactions between Therapist Assistant and children in classrooms to ensure that all safety regulations are followed, skills are taught, and positive reinforcement was adhered to in proper fashion
- Adhered between 10-25 volume calls to find solutions for any questions or concerns of guardians in professional and efficient manners
- Reviewed and audited case notes of Therapist Assistant daily to ensure improvements and high quality of care
- Trained Therapist Assistants on concepts of workplace including positive and negative reinforcement, documentation, and best practices to ensure great outcomes.
Education
High School Diploma -
All Hallows High School
The Bronx, NYSkills
- Bi-Lingual in English and Spanish
- HIPAA & OSHA Compliant
- Electronic Medical Records (EMR) Proficient
- Insurance Procedures
- Insurance sales expertise
- Conflict Resolution
- Benefits Administration
- Customer Engagement
- Customer Complaint Resolution
- CRM software
- Insurance product expertise
- Client Relationship Management
- Time Management
- Negotiation
- IT Desk Support
Certification
Life, Health, and Accident Insurance License
Education
Bronx, NY
Timeline
Licensed Insurance Agent
ACA Helpline Complete Senior Benefits
02.2021 - 01.2025
Covid Tracer
Insight Global
02.2020 - 02.2021
Senior Benefits Counselor
The Floating Hospital
01.2017 - 01.2020
Group Leader
Autism Community
06.2013 - 12.2016
Life, Health, and Accident Insurance License
High School Diploma -
All Hallows High School
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