Anne Janet Catalano
Des Plaines,IL
Summary
Dynamic professional with a proven track record at GoHealth, excelling in customer service and communication. Recognized for enhancing customer satisfaction through effective problem-solving and teamwork. Adept at navigating complex health insurance options, fostering strong client relationships, and mentoring peers. Committed to continuous improvement and delivering exceptional service in fast-paced environments. Provided confidential support to the Customer Service Program Director, including confidential communication regarding personnel information.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Social Media Communications
GoHealth
01.2018 - 01.2026
- Worked well in a team setting, providing support and guidance.
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
- Organized and detail-oriented with a strong work ethic.
- Strengthened communication skills through regular interactions with others.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
Customer Service Representative
GoHealth
08.2016 - 01.2018
- Resolved customer inquiries through multiple communication channels, enhancing overall satisfaction.
- Assisted clients in navigating health insurance options, ensuring clear understanding of coverage details.
- Collaborated with team members to streamline processes, improving response times for customer queries.
- Mentored new representatives on best practices and effective communication techniques to foster consistency.
- Developed comprehensive knowledge of health insurance policies to provide accurate information to customers.
- Facilitated cross-departmental collaboration to resolve complex issues efficiently, enhancing service delivery outcomes.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Participated in training programs to enhance product knowledge and customer service skills.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Medical Insurance Sales
Global Employment Solutions
07.2014 - 02.2015
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Strengthened communication skills through regular interactions with others.
- Developed and maintained courteous and effective working relationships.
- Proved successful working within tight deadlines and a fast-paced environment.
Education
High School Diploma -
Resurrection College Prep
Chicago, IL06-1971
Skills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Dependable and responsible
Certification
- Life and Health Insurance licensed since 2006
- CMS certified and appointed since 2006
- AHIP certified and licensed since 2022
- Annually trained and appointed with multiple carriers since 2010
Timeline
Social Media Communications
GoHealth
01.2018 - 01.2026
Customer Service Representative
GoHealth
08.2016 - 01.2018
Medical Insurance Sales
Global Employment Solutions
07.2014 - 02.2015
High School Diploma -
Resurrection College Prep