Betty Person
Teleperformance USA
Memphis,TN
22
years of professional experience
Licensed Health Insurance Agent with strong Medicare, Medicaid, enrollment processing, and compliance expertise. Skilled in HIPAA, inbound call management, and accurate CRM documentation, with a focus on clear guidance, issue resolution, and customer trust.
Work History
Licensed Health Insurance Agent
- Answered inbound calls and explained health plan options with clear, compliant guidance.
- Assisted customers with enrollment questions, eligibility details, and policy updates.
- Verified coverage information and resolved routine account issues with professionalism.
- Documented call notes accurately in CRM systems for follow-up and recordkeeping.
- Built rapport with callers while identifying needs and recommending suitable plan options.
- Followed licensing, privacy, and sales procedures to support compliant customer interactions.
- Adapted quickly to product training, call workflows, and system navigation requirements.
- Maintained service quality by managing inquiries, objections, and escalation handoffs efficiently.
- Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
- Educated prospective clients on the benefits of various health insurance options, effectively matching them with suitable plans that met their unique needs.
- Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
- Assisted clients in understanding complex insurance policies, ensuring they made informed decisions when selecting coverage options.
- Maintained up-to-date knowledge of industry trends and regulatory changes, providing accurate advice to clients and staying ahead of competitors.
- Increased client satisfaction by efficiently addressing their insurance needs and providing personalized solutions.
- Conducted comprehensive policy reviews for existing clients, identifying opportunities for adjustments or additional coverage.
- Handled escalated customer concerns promptly and professionally, resolving issues to the client's satisfaction.
- Proactively identified potential coverage gaps for clients, recommending additional products or services to enhance their overall insurance protection.
- Utilized advanced analytical skills to evaluate risk factors and assess appropriate coverage levels for individual client situations.
- Implemented efficient time management practices, allowing for increased productivity while managing multiple tasks simultaneously.
- Adapted communication style based on individual client preferences, resulting in improved rapport and higher satisfaction levels.
- Adhered to health and prescription insurance products, delivery systems, and claims systems.
- Contributed to team success by sharing best practices on sales techniques, product knowledge, and customer service skills with fellow agents.
- Maintained accurate records of all client interactions and transactions, ensuring compliance with industry regulations and company policies.
- Developed strong relationships with medical providers within the local community to better serve client healthcare needs.
- Managed a diverse portfolio of health insurance accounts while consistently meeting sales targets and exceeding performance expectations.
- Used Salesforce CRM to process benefit transactions.
- Negotiated favorable terms with insurance carriers on behalf of clients, securing optimal coverage at competitive rates.
- Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
- Enhanced customer retention through effective relationship-building and follow-up strategies.
- Contacted insurance companies to discuss and resolve unpaid claims and incorrectly paid claims.
- Led informational seminars about health insurance products for prospective clients and community organizations to increase brand visibility and generate leads.
- Developed sales leads from direct referrals, networking and targeted marketing campaigns.
- Reported policy changes and company conditions affecting customer satisfaction.
- Conducted annual reviews of existing policies to update information.
- Analyzed risk factors to recommend appropriate coverage levels.
- Analyzed customer needs to provide customized insurance solutions.
- Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
- Educated clients on insurance policies and procedures.
- Negotiated contracts and terms of sale with potential customers.
- Monitored customer feedback and identified areas of improvement.
- Calculated premiums and established payment methods for sales.
- Generated leads through cold-calling, networking and other outreach methods.
- Evaluated competitors' products and services to gain competitive advantage.
- Researched and identified potential new markets.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Finalized sales and collected necessary deposits.
- Developed and implemented promotional strategies to increase customer base.
- Designed presentations and marketing materials to promote insurance products.
- Created sources for continuous client referrals within the community and with businesses using extensive networking skills.
- Identified and solicited sales prospects in agency databases.
- Collected premiums on or before effective date of coverage.
- Met with customers to provide information about available products and policies.
- Conducted research and identified market trends to develop better strategies for sales.
Licensed Life and Health Insurance Agent
3 Years 1 Month- Advised clients on health insurance options, coverage terms, and plan eligibility requirements.
- Compared policy benefits, premiums, and deductibles to recommend suitable coverage selections.
- Processed enrollment applications accurately while verifying personal and dependent information.
- Maintained detailed client records and policy updates within CRM and carrier systems.
Customer Service Representative
3 Years 8 Months- Resolved customer inquiries through inbound calls, email, and chat support channels.
- Diagnosed account issues and guided customers through troubleshooting steps.
- Documented interactions accurately in CRM and case management systems.
- De-escalated complex complaints with clear communication and active listening.
- Trained new representatives on service procedures and call handling standards.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Education
Certificate of Academic Excellence And Attendance - Microsoft Office
- Relevant Coursework: Bookkeeping, Business Math, Subject] & [Subject]
- Professional Development: [Subject]
High School Diploma
Skills
Medicare expertise
Medicare knowledge
Insurance eligibility
Goal orientation
Individual health plans
Sales objection resolution
Long-term care insurance
Medicaid knowledge
Insurance terminology
Policy analysis
Compliance
Health insurance products
Supplemental insurance options
Insurance product knowledge
Follow-up
Call center customer service
Follow-up skills
Comprehensive insurance coverage
Problem solving
Customer engagement
Timeline
Licensed Health Insurance Agent
Teleperformance USA
10.2026 - CurrentRead More
Licensed Life and Health Insurance Agent
Tilman Insurance Services
10.2006 - 11.2009Read More
Customer Service Representative
MCI
11.2004 - 07.2008Read More
TN College Of Applied Technology
Certificate of Academic Excellence And Attendance from Microsoft Office
Read More
Hume Fogg High School
High School Diploma
Read More