Beverly Farmer
Rocky Mount,VA
Summary
Dynamic and results-driven professional with a proven track record at UnitedHealth Group, seeking to apply expertise in customer service, conflict resolution, and staff coaching in a fast-paced environment. Adept at balancing multiple priorities while driving exceptional service and operational success.
Overview
4
4
years of professional experience
Work History
Broker Agent Service Analyst
UnitedHealth Group
07.2022 - Current
- Deliver comprehensive sales support to agents selling Medicare and ACA plans.
- Handle inquiries from agents about product certifications, commissions, and enrollments.
- Manage an average of 55 agent inquiries per day across calls, chats, and emails.
- Leverage available resources and documents strategically to effectively address inquiries.
- Collaborate with team members to enhance the agent experience and exceed team goals through effective agent satisfaction rates, maintaining a 4.9/5 average survey score.
- Deliver outstanding customer service to each agent by applying in-depth product and service expertise, while fostering a warm and professional caller experience.
- Maintain accurate customer records by updating account information.
- Engage in team discussions and training to keep informed of product updates, federal policy changes, and company directives.
Key Holder
The Shoe Dept. Encore
02.2021 - 10.2022
- Supported Store Manager by overseeing operational store functions.
- Delivered high quality customer support, evaluating clients' needs and staying updated on market trends.
- Facilitated seamless processing of returns and resolved customer complaints with professionalism and efficiency.
- Optimized team productivity during peak hours through strategic task allocation.
- Trained staff on techniques to address challenging, complex customer interactions.
- Educated newly hired employees on effective upsell strategies.
- Ensured cleanliness, sufficient stock levels, and store organization through daily operating procedures.
- Conducted detailed inspections of incoming inventory to prevent shrinkage.
Education
High School Diploma -
Magna Vista High School
Ridgeway, VA06.2000
Skills
- Customer Service Expertise
- Effective Conflict Resolution
- Staff Coaching and Training
- Multitasking Proficiency
- Strategic Task Delegation
- Microsoft Outlook
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint
- Microsoft SharePoint
- Microsoft Teams
Timeline
Broker Agent Service Analyst
UnitedHealth Group
07.2022 - Current
Key Holder
The Shoe Dept. Encore
02.2021 - 10.2022
High School Diploma -
Magna Vista High School
Similar Profiles
Amanda BurbankAmanda Burbank
Senior Provider Relations Advocate, Account Manage at UnitedHealth Care, UnitedHealth GroupSenior Provider Relations Advocate, Account Manage at UnitedHealth Care, UnitedHealth Group
Fawn DillonFawn Dillon
Clinical Transformation Manager at UnitedHealth Group- UnitedHealth Care DivisionClinical Transformation Manager at UnitedHealth Group- UnitedHealth Care Division
Vikas KansalVikas Kansal
Senior Director Digital Product at UnitedHealth Care, UnitedHealth GroupSenior Director Digital Product at UnitedHealth Care, UnitedHealth Group
Shalalah HarveyShalalah Harvey
Workforce Analyst at UnitedHealth Care, UnitedHealth GroupWorkforce Analyst at UnitedHealth Care, UnitedHealth Group
Michael SmithMichael Smith
Maintenance Technician at Stik Pak SolutionsMaintenance Technician at Stik Pak Solutions