Summary
Overview
Work History
Skills
Accomplishments
Certification
Timeline
Generic

Asenath Hickman

Summary

Dedicated case manager with diverse background in various settings, known for unwavering commitment and diligent work ethic in achieving desired outcomes. Proven expertise in problem-solving, conflict resolution, and effective communication. Strong analytical skills, proactive learning attitude, and exceptional communication abilities. Eager to collaborate with teams, drive positive results, and tackle new challenges with enthusiasm to advance organizational goals.

Overview

26
26
years of professional experience
1
1
Certification

Work History

Case Manager

Policygenius
05.2025 - Current
  • Maintains accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
  • Conducts thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
  • Monitors ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
  • Educates clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
  • Enhances communication between clients and providers through consistent follow-ups and progress updates.
  • Improves client satisfaction by efficiently addressing concerns or grievances in a timely manner.

Minister

AshMinistries
06.2020 - Current
  • Community outreach
  • Feeding the homeless
  • Battered women's assistance
  • Placement assistance
  • Addiction Recovery Assistance
  • Christian counseling
  • Worship leader
  • Marriages, funerals, and all other officiating services
  • Lead choir rehearsals and performances

Sales Development Representative

Policygenius
04.2024 - 05.2025
  • Maintained high levels of customer satisfaction by providing exceptional support throughout the entire sales process – from initial inquiry to post-sale followup.
  • Enhanced team knowledge and skills by conducting regular training sessions on product updates and sales techniques with Pacific Life and other insurance carriers.
  • Strengthened client trust and loyalty by resolving issues quickly, often turning potential losses into upsell opportunities.
  • Maintained high level of product knowledge through continuous learning, ensuring accurate representation of features to clients.
  • Built and managed accurate sales pipeline to maintain high volume of activity.
  • Established relationships with customers to promote product understanding and drive sales growth.
  • Enhanced client engagement with regular follow-up calls, ensuring client needs were met and identifying upsell opportunities.
  • Achieved and exceeded monthly and annual sales targets.
  • Increased sales leads by implementing targeted outreach strategies and personalized followups.
  • Streamlined lead management process by utilizing CRM software to track interactions and maintain organized customer information.
  • Developed strong relationships with key decision-makers through consistent communication and rapport-building efforts.
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
  • Kept detailed records of daily activities through online customer database.
  • Maintained current knowledge of evolving changes in marketplace.
  • Contributed to team objectives in fast-paced environment.
  • Demonstrated strong organizational and time management skills while managing multiple projects.

Sales Associate II

Policygenius
03.2023 - 04.2024
  • 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.
  • Worked well in a team setting, providing support and guidance.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Passionate about learning and committed to continual improvement.
  • Worked flexible hours across night, weekend, and holiday shifts.
  • Paid attention to detail while completing assignments.
  • Developed and maintained courteous and effective working relationships.
  • Adaptable and proficient in learning new concepts quickly and efficiently.
  • Strengthened communication skills through regular interactions with others.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.

Supervising Agent

The Young Group
03.2022 - 02.2023
  • Began with American Income Life in March 2022 with the Young Group in Tulsa, and earned the Agent of the Month award with over 12k in Net revenue written my first month.
  • Promoted to a Supervising agent my third week with the company and was asked to move to the Springfield office to help start that branch.
  • Mentored junior colleagues to foster growth and development, enhancing overall team performance.
  • Implemented effective marketing strategies that resulted in increased lead generation and conversion rates for the agency.
  • Retained existing clientele by proactively addressing concerns and regularly reviewing their coverage needs, resulting in strong relationships built on trust and loyalty.
  • Set achievable sales targets for the team, motivating them towards successful completion of goals while maintaining a customer-centric approach.
  • Enhanced brand reputation through participation in community events and professional organizations, increasing visibility among potential clients.
  • Served as primary point of contact for clients, providing expert advice and guidance on complex insurance matters to ensure their needs were met in a timely manner.
  • Managed a team of agents to ensure efficiency and productivity while maintaining high standards of professionalism.
  • Provided prompt claim resolution support by working closely with adjusters and clients throughout the process.
  • Established a culture of continuous learning within the agency, promoting professional development and career growth opportunities for team members.
  • Collaborated with other departments, such as underwriting and claims, ensuring smooth transactional processes for clients.

Senior Account Manager

Apex Customer Service
06.2021 - 10.2021
  • This company was formally Dynamic Retention Group. Formally worked here from 2010-2018
  • Developed long-lasting client relationships by providing exceptional customer service and support.
  • Enhanced communication between departments for more effective problem-solving and collaboration.
  • Provided extensive support in sales, technical and business areas to key accounts.
  • Sold new products and services and developed new accounts to maximize revenue potential.
  • Boosted client satisfaction by effectively managing and resolving account issues.
  • Increased revenue for the company through strategic upselling and cross-selling initiatives.
  • Selected correct products based on customer needs, product specifications and applicable regulations.
  • Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.

Sales Effectiveness Counselor

Cox Communications Inc.
10.2018 - 05.2020
  • Driving sales effectiveness throughout the agents lifecycle.
  • Ensured the consistency of effectiveness in superior customer interactions, best in class sales/retention skills, and quality order entry.
  • Assisted with new hire nesting, coaching, & training for Inbound Sales & Retention.
  • Provided campaign & new offer assistance.
  • Monitored calls and helped tailor trainings to modify behaviors.
  • Reviewed order entry issues and developed coaching's accordingly.
  • Conducted group trainings and brown bag sessions to address trending areas of difficulty.
  • Subject matter expert for sales policies & processes.
  • Conducted fraud investigations on reps suspected of commissions fraud, system manipulations/fraud, and doctoring reports.
  • Provided informal and formal training on tools or programs used to all levels of employees in sales and retention, as well as helped identify trends or gaps in tools or programs and sent feedback through appropriate channels.
  • Established partnerships across all regions and with Center boundary partners (including supervisors, managers, directors) in order to maximize effectiveness.
  • Drove alignment, consistency, and cohesiveness in people practices, call center management activities, overall performance management, and customer service delivery, to achieve personal and department goals especially with new hire nesting.
  • Regularly implemented tactics which enhanced sales performance across sales contests, commissions, leadership development, training, and call center technology needs.

B2B Sales Manager/Recruiter/HR

Dynamic Retention Group
09.2010 - 09.2018
  • (I went back to this company for 5 months in 2021. June through November. Name of the company changed to Apex. Please see above.)
  • Outbound calls to AT&T/Frontier Business customers to get them to change their telecommunications services back (Winback).
  • Handled customer relations issues, enabling quick resolution, and client satisfaction.
  • Navigated gatekeepers, objections, complaints, billing issues; compared pricing, sold new services, prepared pricing and savings breakdown analysis and served as their Account Manager for the duration of service.
  • Once I moved up from the sales department, I began recruiting and HR.
  • Created job boards, updated hiring sites and worked with temp agencies to fill positions.
  • Interviewed potential candidates
  • Processed new hire paperwork
  • Kept compliance and legalities in order
  • Trained other agents to help them achieve higher sales quotas, and helped maintain a positive group attitude in the call center.
  • Trained agents in sales and customer service, handled quality, and taught value saving/selling.
  • Back-office work with Order&Processing Team
  • Handled customer relations issues, enabling quick resolution, and client satisfaction.
  • Increased sales revenue by developing and implementing effective sales strategies.

Crew Management/Door2Door Sales

Interstate Subscription Services
03.2006 - 06.2010
  • Door-to-door sales across the United States
  • Promoted within 6 weeks, and at that time was given my own crew.
  • Handled all hotel reservations, meetings, payroll updates, advances, draws, and hiring.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.
  • Strengthened communication skills through regular interactions with others.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Self-motivated, with a strong sense of personal responsibility.
  • Organized and detail-oriented with a strong work ethic.

CSR

Sprint
10.2005 - 03.2006


  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • Used ticketing systems to manage and process support actions and requests.
  • Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.

Senior Consultant

SBC Operations
03.2002 - 11.2004
  • Outbound calling to former SBC clients. Proposals to "Win back" their services
  • Overcame brutal objections, found the perfect solution for their residential services that would meet or beat their current rates or services. Handled billing questions, settled billing disputes , coached other agents.
  • Top 5% of the office, included in on training sessions for Leaders in the Industry
  • Wrote scripts for agents and got them approved by the Legal department
  • Assisted with instituting a commissions and rewards program for the entire company which led to an increase of productivity.
  • Mentored junior consultants, helping them enhance their skills and contribute more effectively to projects.
  • Devised and implemented processes and procedures to streamline operations.
  • Delivered high-quality solutions for clients through comprehensive research and analysis of industry trends.
  • Evaluated clients' needs and created plan of action to provide solutions.
  • Increased client satisfaction by providing tailored consulting services and effective problem-solving strategies.
  • Exceeded customer requirements with accurate and deliverable solutions.

Medical Records Clerk

Central Oklahoma Medical Group
02.2000 - 02.2002


  • Processed medical records requests from outside providers according to facility, state, and federal law.
  • Assisted in preparation of medical records to release to other medical facilities requesting for patient history and information.
  • Uploaded physician progress notes, history, and physicals into electronic medical records.
  • Reviewed charts and flagged incomplete or inaccurate information.
  • Responded effectively to requests for medical records from legal representatives, insurance companies, and other authorized parties in a timely manner.
  • Ensured HIPAA compliance by adhering to strict confidentiality guidelines when handling sensitive patient information.

Telemarketing Sales Representative

TCIM
08.1999 - 02.2000
  • First call center job where we called for MasterCard customers and then AT&T for a while. Cold-calling to upsell packages for their current customers and provide additional services on behalf of the companies for a fee.

Skills

  • Expert in customer support problem solving
  • Extensive leadership and training experience with 10 supervisory experience
  • Proficient in coaching and mentoring methodologies
  • Skilled in driving upsell opportunities
  • Strategic account and project oversight with extensive research experience Nine years in B2B
  • Proficient in managing customer relationships
  • Strong public speaking abilities
  • Experienced in candidate sourcing and payroll processing
  • Eight years in quality assurance

Accomplishments

  • Presidents Club 2024
  • Documented and resolved AboutMe Interview issues which led to the Agent Led interview abilities.
  • Collaborated with a small leadership team in the development of AboutMe processes and trouble-shooting to the Sales team.
  • Achieved record-breaking individual "S&E into UW" total of over $5.7M in seven months with SDR team.
  • Worked on the Life IF project to establish cadences and processes for retention and upsell potential with current clients.
  • Handled all GUL cases in Sign & Exam for the SDR team (Placed approximately $3M into underwriting)
  • Customer engagement and Case management (Inforce) team lean-ins for 4+ months to assist with queue work and capacity, while also handling SDR team responsibilities.

Certification


  • Ordained Minister
  • Licensed in life and health insurance in all 50 states

Timeline

Case Manager

Policygenius
05.2025 - Current

Sales Development Representative

Policygenius
04.2024 - 05.2025

Sales Associate II

Policygenius
03.2023 - 04.2024

Supervising Agent

The Young Group
03.2022 - 02.2023

Senior Account Manager

Apex Customer Service
06.2021 - 10.2021

Minister

AshMinistries
06.2020 - Current

Sales Effectiveness Counselor

Cox Communications Inc.
10.2018 - 05.2020

B2B Sales Manager/Recruiter/HR

Dynamic Retention Group
09.2010 - 09.2018

Crew Management/Door2Door Sales

Interstate Subscription Services
03.2006 - 06.2010

CSR

Sprint
10.2005 - 03.2006

Senior Consultant

SBC Operations
03.2002 - 11.2004

Medical Records Clerk

Central Oklahoma Medical Group
02.2000 - 02.2002

Telemarketing Sales Representative

TCIM
08.1999 - 02.2000

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Asenath Hickman