Bahiyah Graham

• Guide Medicare beneficiaries select their health insurance coverage
• Listen, advise, and sell clients over the phone on their health insurance options
• Licensed Health Insurance Agent partnered with top national and regional health insurance companies
• Special Assignment

• Reviewed and processed incomplete Medicare enrollment applications per guidelines by Center for Medicare and Medicaid Services to ensure they are free of any errors that could potentially impact member's coverage
• Utilized multiple internal and external resources for research to obtain missing and/or invalid information
• CRM Lightning, Macess, Mentor, Spidar, MARx, AE and CI
• Drafted correspondence for members and agents via email and EMME lettering system
• Work with various internal departments to ensure work is routed correctly
• Seasonal Assignment

• Assisted in the training of new retail staff
• Collaborated with other retail staff to ensure all customer needs were met in a timely manner
• Trained and managed a team of retail sales associates to achieve high customer service ratings
• Responsible for promoting a highly satisfied customer experience
• Oversee a team of associates at the front end ensuring they are properly trained on the registers and promotion of all loyalty programs
• Assign registers and coordinates breaks and lunches for all front-end associates
• Engaging and interacting with the customers
• Maintain a clean and organized front end and store environment
• Evaluated and updated internal processes regularly to maintain optimal efficiency in handling customer inquiries, ensuring prompt resolutions and satisfaction.

• Maintained an organized filing system for financial documents
• Greet customers upon entering
• Answer incoming calls
• Create and complete invoices
• Occasional order pickup and deliveries
• Scheduled appointments and meetings, ensuring the smooth flow of daily operations

• Handled customer inquiries in a professional and timely manner
• Delivered exceptional experience and create lasting impression
• Good listener, solution finder, and a relationship builder
• Team player who thrives in a fun, fast-paced environment
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

• Handled calls for accuracy of a one-time resolution
• Maintained a high level of product knowledge, providing accurate information to customers.
• Provided customers with product and service information
• Analyze customer accounts and inquiries regarding cable services
• Supplying more information on available cable package options and upgrading packages
• Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.

• Work directly with merchants to resolve customer issues, obtain documentation and educate them on proper credit card acceptance procedures
• Work closely with issuing banks regarding credit card transaction charge backs
• Note account on each investigation
• Review internet sites for content and verify business type and products sold

• Place outbound calls (and receive inbound calls on a limited basis) to retail and e-commerce merchants to assist them in making progress in a pre-established PCI Compliance program
• Educate retail and e-commerce merchants on basics of the Payment Card Industry Data Security (PCI DSS) initiative and the established program in which they have been enrolled
• Handle customer service inquiries and log all call activity in SalesForce
• Achieve call volume/talk time goals
• Support duties as assigned (e.g., contacting customers for updated credit card information)

GA Licensed Health Insurance (No# 19300802)

• WIOA Scholarship Recipient
• Accident & Sickness
• Property & Casualty
• Claims Adjuster
• Life
• Community Service: Ambassador with We Thrive on Riverside Renters Association

• Professional Development and Certificate: Entrepreneurship
• Relevant Coursework: Paid Externship at Priority Payments