Annie Slocum O’Neill
Spring Hill,FL
Summary
Dedicated Customer Service professional with proven multitasking abilities, and over 20 years experience in fast-paced, team-based environments. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering top-notch service and unparalleled support. Effectively drives revenue with skilled promotional and problem-solving abilities. Gifted in working with stressed, confused and upset individuals in need of information and supportive guidance to navigate complicated systems. Skilled at operating within established regulations and company/department guidelines to manage telephone calls, emails, letters and in-person requests for assistance.
Overview
7
7
years of professional experience
Work History
Medicare Specialist
Health Plan One LLC
Tampa, FL
05.2021 - Current
- Trusted advocate and guide to customers, assessing needs through probing questions and active listening.
- Explaining complexities of Medicare system and empowering clients to select products that deliver their desired benefits.
- Strict adherence to Medicare compliance regulations throughout enrollment process.
- Manage over 100 calls per day, helping customers with a positive attitude and focus on customer satisfaction.
Broker & Client Advocate
Annie O. Insurance Pro
Spring Hill, FL
01.2019 - Current
- Ability to adapt/respond to different personalities and communication styles.
- Assessment of needs, presentation of options and facilitation of policy enrollment for individuals and small businesses.
- Increased sustainable relationships with customers through timely follow up and pertinent correspondence.
- Surpassing customer retention quotas, resulting in less than 10% customer churn.
- Handling calls, and emails, addressing customer inquiries, solving problems and providing product information.
Insurance Agent
Assurance IQ
Bellevue, WA
06.2018 - 10.2019
- Increased conversion of high volumes of outbound and inbound leads into new clients in remote and call center environments.
- Consistently exceeded personal/customer service team sales targets and call handling quotas.
- Answered client questions and concerns, processed enrollments, and acquired referrals for new business.
- Recommended products to customers, thoroughly explaining details.
Service Training Manager
Mellow Mushroom Pizza Bakers
Fort Lauderdale, FL
11.2016 - 05.2018
- Created and delivered new employee onboarding and training curriculum.
- Managed new employee orientation training process for more than 35 employees each year.
- Coordinated ongoing service/technical/product training, and personal development classes for staff members.
- Supporting staff throughout all steps of service by stepping into any role necessary, to ensure consistent outstanding guest experiences.
- Oversight of daily operations, delegation of authority, and sales performance tracking.
- Scheduling service staff, monitoring inventory and profit/loss assessment.
Field Manager
Grassroots Campaigns
Fort Lauderdale, FL
07.2016 - 11.2016
- Training, mobilizing, and supervising teams of canvassers, while orienting new team members each day.
- Coordinated and scheduled field personnel to cover operations throughout assigned regional area.
- Monitored personnel performance to identify opportunities for improvement and develop solutions to productivity issues.
- Developed and implemented processes and strategies to achieve operational goals.
Education
High School Diploma -
Pattonville Sr. High School
Maryland Heights, MO06.1995
Coursework Towards Associate of Arts - Anthropology
Broward College
Fort Lauderdale, FLSkills
- Calm and Professional Under Pressure
- Upselling Products and Services
- Customer Account Management
- Multitasking and Prioritization
- Efficient and Detail-Oriented
- Issue and Complaint Resolution
- Team-Oriented and Cooperative
- Strong Analytical and Problem Solving Skills
- Training Development Aptitude
- Exceptional Interpersonal Skills
- Reading
- MS Office, Windows & CRM Software
- Verbal and Written Communication
Timeline
Medicare Specialist
Health Plan One LLC
05.2021 - Current
Broker & Client Advocate
Annie O. Insurance Pro
01.2019 - Current
Insurance Agent
Assurance IQ
06.2018 - 10.2019
Service Training Manager
Mellow Mushroom Pizza Bakers
11.2016 - 05.2018
Field Manager
Grassroots Campaigns
07.2016 - 11.2016
High School Diploma -
Pattonville Sr. High School
Coursework Towards Associate of Arts - Anthropology
Broward College