Billy Ford
Fuquay-Varnia,NC
Summary
Dynamic professional seeking a full-time role that offers challenging opportunities to leverage exceptional interpersonal skills, effective time management, and advanced problem-solving expertise. Proven ability to establish strong relationships with customers while delivering top-tier service, managing over 150 calls daily with a consistent record of achieving over 90% customer satisfaction. A strong emphasis on team collaboration and adaptability drives measurable results in fast-paced environments. Recognized for outstanding communication, analytical thinking, and innovative problem-solving capabilities.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Licensed Insurance Agent
Everise (UnitedHealthcare – Annual Enrollment Period)
09.2025 - 12.2025
- Advised Medicare-eligible members on plan options and benefits to ensure informed enrollment decisions while adhering to CMS and UnitedHealthcare regulations.
- Conducted needs assessments to recommend appropriate Medicare Advantage, Prescription Drug (Part D), and supplemental plans.
- Managed a high volume of inbound and outbound calls while maintaining accuracy, professionalism, and empathy.
- Utilized internal systems and CRM tools to confirm eligibility coverage details and assess enrollment status.
- Met or exceeded quality assurance, compliance, and performance metrics during peak AEP period.
- Maintained strict adherence to HIPAA, CMS regulations, and company policies in all customer interactions.
- Processed applications efficiently, maintaining high standards of accuracy and attention to detail.
Retention Agent
GoHealth
09.2021 - 09.2025
- Facilitated retention of existing Medicare members through needs-based consultations, plan reviews, and benefit education.
- Investigated and clarified member issues related to changes in premium coverage, provider availability, and prescription services to minimize churn.
- Managed communication strategies through outbound and inbound calls, focusing on quality compliance and performance optimization.
- Documented interactions accurately in CRM systems while adhering to CMS and HIPAA requirements.
- Engaged with internal teams to effectively resolve escalations and maintain high levels of member satisfaction.
Helpdesk Support Specialist
Walmart Home Office
Bentonville, AR
12.2009 - 07.2017
- Provided Tier 1 and Tier 2 technical support to corporate and field associates for hardware, software, and network-related issues.
- Troubleshot Windows-based systems, POS applications, printers, VPN access, and internal enterprise tools.
- Resolved incidents and service requests through ticketing systems while meeting SLAs and customer satisfaction targets.
- Documented issues, resolutions, and troubleshooting steps to support knowledge base development.
- Escalated complex technical problems to higher-level support teams when necessary.
- Delivered clear, patient technical guidance to non-technical users in a fast-paced environment.
Collection Agent
Van Ru Credit Corporation
08.2005 - 08.2006
- Conducted outbound collection calls to recover past-due accounts while adhering to FDCPA regulations and company policies.
- Negotiated payment arrangements and settlements based on customer financial situations.
- Maintained accurate account documentation and call notes within collection systems.
- Handled difficult conversations professionally while maintaining customer respect and compliance.
- Met productivity and recovery targets in a fast-paced call center environment.
- Remote
Education
Master of Science - Information Technology
American Intercontinental University
05-2006
Bachelor of Science - Information Technology
American Intercontinental University
08-2000
Skills
- Proficient in Salesforce CRM
- Five9 proficiency
- Medicare & Health Insurance Knowledge
- Needs-Based Sales, Retention & Member Education
- Eligibility Verification & Enrollment Support
- Call Center & Remote Work Environments
- Microsoft 365 (Word, Excel, Outlook)
- Customer Service & Conflict Resolution
- Insurance sales expertise
- Client relationship management
- Client account management
Certification
- Accident & Health Insurance License – North Carolina
- Medicare & Long-Term Care Certified – North Carolina
Timeline
Licensed Insurance Agent
Everise (UnitedHealthcare – Annual Enrollment Period)
09.2025 - 12.2025
Retention Agent
GoHealth
09.2021 - 09.2025
Helpdesk Support Specialist
Walmart Home Office
12.2009 - 07.2017
Collection Agent
Van Ru Credit Corporation
08.2005 - 08.2006
Master of Science - Information Technology
American Intercontinental University
Bachelor of Science - Information Technology
American Intercontinental University