Brandy Massel Gumela
Lafayette,LA
Summary
Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving. Talented Manager with expert team leadership, planning and organizational skills built during successful career. Ability to equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Proactive and hardworking individual focused on continuous operational improvement.
Overview
20
20
years of professional experience
Work History
Supervisor/ Licensed Trainer/Licensed Health Insurance Agent
Everise
07.2020 - Current
- Used company troubleshooting resolution tree to evaluate technical problems while leveraging personal expertise to find appropriate solutions
- Completed College of Insurance and currently hold Health Insurance licenses for LA, TX, MS, GA, IL, IN, CT, and FL
- Assisted Medicare eligible clients with enrollments
- Trained incoming Benefit advisors to sell Medicare plans to retirees, use CRM, InContact, and multiple other applications needed to perform job
- Trained and assisted 45 BA after training to become licensed and certified to become ready to sell
- Monitored and maintained team of 23 Benefit Advisors during AEP
- Ran reports and kept records of performance for each agent both in training and during production
- Answered questions and assisted agents with troubleshooting throughout day.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Leveraged sales expertise to promote products and capitalized on upsell opportunities.
- Cross-trained and backed up other customer service managers.
- Increased efficiency and team productivity by promoting operational best practices.
- Sought ways to improve processes and services provided.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Onboarded new employees with training and new hire documentation.
- Accomplished multiple tasks within established timeframes.
- Identified plans and resources required to meet project goals and objectives.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs
- Repaired equipment to keep jobs moving smoothly, informing maintenance department of major machinery failures
- Organized contests and established goals to optimize productivity and improve employee morale
- Conducted employee evaluations to provide feedback and set expectations for future job performance
- Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently
Substitute Teacher
Lafayette Parish School System
07.2008 - 09.2018
- Kept 20-30 students on-task with proactive behavior modification and positive reinforcement strategies
- Followed classroom plans left by class teacher to continue student education and reinforce core concepts
- Took notes and prepared reports on school day activities to provide to primary teacher
- Utilized technology to enhance student education and grasp of materials
- Organized and cleaned teaching areas after daily use to maintain high standards for returning teachers or other substitutes
- Completed documentation of attendance, grades, and other required details
- Upheld classroom routines to support student environments and maintain consistent schedules
- Kept students on-task with proactive behavior modification and positive reinforcement strategies
- Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance
- Maintained day-to-day classroom management and discipline to promote learning initiatives
Medical Receptionist/ Credentialing Specialist
Lafayette Rehabilitation Hospital
03.2006 - 01.2007
- Completed skilled administrative work to support all office staff and operational requirements
- Documented patient medical information, case histories and insurance details to facilitate smooth appointments and payment processing
- Adeptly managed multi-line phone system and pleasantly greeted all patients
- Always adhered to strict HIPAA (Health Insurance Portability and Accountability) guidelines to protect patient privacy
- Kept waiting room neat and always organized by stacking magazines, removing trash, and overseeing new patient admits
- Fielded concerns surrounding patients and care, liaising between physician, patient, and insurance company
- Completed clerical duties and tasks for clinic administration
- Provided ample support to team members, providing creative solutions to complex challenges regarding scheduling, conflict resolution and medical care
- Welcomed patients and visitors via telephone and in person
- Filed and retrieved patient records for provider
- Filed and maintained providers credentials to maintain their privileges
- Enhanced office efficiency by handling 50+ callers per day
Logistics Customer Service Representative
Venture Transport Services
08.2005 - 03.2006
- Applied highly effective selling skills while properly engaging and presenting solutions to customers
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management
- Promoted available products and services to customers during service, account management and order calls
- Investigated and resolved customer inquiries and complaints quickly
- Managed over 50 customer calls per day
Customer Service Representative / Team Lead /Floor Support Management
Cingular Wireless
06.2003 - 07.2005
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
- Educated customers on promotions to enhance sales
- Developed client rapport by promptly processing requests and resolving financial discrepancies
- Assisted 100+ call-in customers daily with questions and orders
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Processed customer adjustments to maintain accounts
- Offered advice and assistance to customers, paying attention to special needs or wants
- Answered product and service questions, suggesting other offerings to attract potential customers
- Coached and mentored service representatives to deliver polite, professional customer interactions.
- Supervised large teams with guidance, support and direction for high-quality customer care.
- Onboarded and trained customer representatives to meet performance and service goals.
- Monitored customer service calls to verify representatives' adherence to service standards and best practices.
- Evaluated staff performance and provided feedback to improve customer service delivery.
- Implemented company policies and procedures for professional, cohesive customer care.
Education
Health Insurance License - Insurance
College of Insurance
Lafayette, LA06.2021
Associate of Applied Science - Systems Technology and accounting
Louisiana Technical Collage
Hammond, LA05.2002
High School Diploma -
Ponchatoula High School
Ponchatoula, LA05.2001
Skills
- Creative problem solving
- Verbal and written communication
- Troubleshooting Technical Issues
- Account management
- Call center operations
- Professional telephone demeanor
- Recordkeeping strengths
- Staff education and training
- Multi-line phone talent
- Production Quotas
- Issue and Complaint Resolution
- Technical Proficiency
- Managing Operations and Efficiency
- Employee Coaching and Motivation
- Client Needs Assessment
- Revenue Generation
- Consultative Selling Techniques
- Customer Service and Assistance
- Health Insurance Industry Knowledge
- Vision and Dental Insurance
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
It is never too late to be what you might have been.
George Eliot
Timeline
Supervisor/ Licensed Trainer/Licensed Health Insurance Agent
Everise
07.2020 - Current
Substitute Teacher
Lafayette Parish School System
07.2008 - 09.2018
Medical Receptionist/ Credentialing Specialist
Lafayette Rehabilitation Hospital
03.2006 - 01.2007
Logistics Customer Service Representative
Venture Transport Services
08.2005 - 03.2006
Customer Service Representative / Team Lead /Floor Support Management
Cingular Wireless
06.2003 - 07.2005
Health Insurance License - Insurance
College of Insurance
Associate of Applied Science - Systems Technology and accounting
Louisiana Technical Collage
High School Diploma -
Ponchatoula High School
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