JOAN L. SMITH
Coral Springs,FL
Summary
Highly motivated, result-driven customer service professional. Diversely experienced in project management. Acquired leadership, Trainer, Organizational and Communication Skills. Proven ability to build lasting relationships with customers, management, and sales/marketing team. Reputation for exceptional reliability, persistence, and strong work ethics. A people person who enjoys the challenge to excel in written and verbal skills by the diversity of clientele.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Manager of Operations
Nations Hearing
Plantation, Fl
03.2021 - 06.2024
- Manage the day-day operations of the organization. had 10 supervisors, each had a team of 20 - 30 representatives reporting to them.
- Hire, train, and preparing call center supervisors to respond to representative injuries from customers. Help Supervisors to handle complaints and troubleshoot problems with services or products.
- Held supervisors accountable for the outcome of their team.
- Ensured the supervisors understand and comply with all call center objectives, performance standards, and policies for their representatives.
- Identifying operational issues and suggesting possible improvements
- Monitoring and evaluating supervisors performance, providing learning or coaching opportunities, and taking corrective action, if necessary
- Preparing reports and analyzing data to assist the director as they determine call center goals
- Working with Director and V.P. to support agents and maximize customer satisfaction.
Member Experience Advisor
Nations Hearing
Plantation, Florida
09.2017 - 03.2021
- Handling inbound and outbound calls from members enrolled in all Nations Hearing programs
- Acted as Liaison between the customers and our partner providers, facilitate member’s appointment with Nations Hearing providers
- Exceptional knowledge of Medicare and Managed Care Regulations
- Explain medical process and procedures, while giving clear concise step by step directions to members
- Establish rapport with members, showing patience, empathy and sensitivity
- Provided knowledge and in-depth advice for hearing loss and hearing aids
- Confidentially explain the various hearing aid plans and their benefits
- Educate members on the various products and services that will enhance their quality of life
- Resolve member’s inquiries at the first point of contact whenever possible.
Financial Services Representative
Mass Mutual
Fort Lauderdale, Florida
05.2017 - 08.2017
- Preparing for that next step in life isn’t always easy
- My combination of experience, professionalism and access to a wide variety of products and services can help you meet your financial goals, estate strategies and insurance needs
- Whether your goals include preparing for milestone life events like retirement or college, or whether you’re simply looking for life, disability income or long-term care insurance protection, I promise you a new level of attention, insight and capability.
Customer Consultant
Hear.com
Coral Gables, Florida
05.2016 - 01.2017
- Use expert people-skills to consult with customers via telephone, throughout every step of our process
- Develop individual solutions based on the requirements of the customer
- Act as liaison between the customer and our partner provider
- Provide knowledge and in-depth advice for hearing loss and hearing aids
- Skilled Used: Sales Skills, Product Knowledge, Superior customer service
Limited Term Telesales Specialist
Humana Inc
Miramar, FL
06.2015 - 12.2015
- Responsible for educating and enrolling Medicare eligible recipients interested in Humana’s various lines of business, such as: Medicare Supplement Plans, Medicare Advantage Plans, Individual Dental and Visions Plans, utilizing excellent salesmanship and superior knowledge of products to successfully match customers with Humana products and services
- Contact existing customers directly by telephone to support field sales representatives by setting appointments for qualified prospects
- Skilled Used: Superior customer service, sales skills, product knowledge, fact finding.
Client Representative
Virtue Direct
Pembroke Pines, Florida
03.2015 - 04.2015
- Worked in the Home Depot Store as a client rep, explaining to customers the latest promotional offer
- Give details about promotion and make appointment to have Home Depot Designers come out to their home for consultation
- Skills Used: Excellent customer service skills, product knowledge
Supervisor of Insurance Call Center
Convey Health Solutions
Miramar, Florida
08.2014 - 11.2014
- Responsible for 32 agents, coaching, mentoring and assisting with questions or concerns
- Handled escalated supervisor calls
- Ensure time sheet completed for each agent, made note of occurrences and evaluated each agent on an individual basis
- Ensuring company dress code maintained by each agent
- Accomplishments:
- Had the respect of my agents, they worked as a team resulting in our call volume being maintained at an acceptable levels.
Licensed Insurance Agent
Legair Financial Group
Pembroke Pines, FL
05.2012 - 08.2014
- Established relationships with vendors that provide services related to insurance products.
- Initiated contact with potential clients through cold calling and networking activities.
- Identified opportunities for cross-selling additional policies or services to existing customers.
- Collaborated with internal teams such as Underwriters and Claims Adjusters to ensure accuracy.
Auto Sales Peron / Auction Manager
College Auto Sales
Miami, FL
05.2007 - 05.2012
- Product knowledge of vehicles on our lot.
- Explain policy for deposit and final payment requirements.
- Help international and local customers on the phone, via Skype, and in person.
- Assisted with shipping if necessary. Collect payment and complete purchase agreement, getting all necessary signatures.
- Assisted in developing budgets for upcoming auctions based on projected costs associated with each event.
- Identified potential sources of new customers through various marketing channels such as social media, email campaigns.
- Ensured proper documentation of sales, purchases and payments for each auction item.
- Developed and implemented strategies to maximize revenue from the auctions.
- Organized transportation arrangements for auction items as needed.
- Maintained accurate records of all transactions related to the auctions.
Education
Business Adm.
LaGuardia Community College
06.1983
Diploma - Business Adm.
Franklin K. Lane High School
06.1982
Skills
- Highly motivated
- Result-driven
- Project management
- Leadership
- Trainer
- Organizational skills
- Communication skills
- Building lasting relationships
- Sales/marketing
- Reliability
- Persistence
- Written and verbal skills
- Diversity of clientele
- Multitasking
- Interpersonal skills
- Problem-solving skills
- Ability to stay calm in stressful situations
- Superior customer service
- Sales skills
- Listening skills
- Liaison between client and lender
- Attention to detail
- Professionalism
- Account Management
- Client Education
- Healthcare knowledge
- Product Recommendations
- Microsoft office suites
- Issue Resolution
- Insurance knowledge
- Complaint Handling
Training
- Medicare Sales Certification School
- Senior Sensitivity Training
- Communication Excellence Training
- Empowerment Training
- Telephone Technique
- Team Building Certification
- Team Player Award
Certification
- Life and Health Insurance License 2-15
Timeline
Manager of Operations
Nations Hearing
03.2021 - 06.2024
Member Experience Advisor
Nations Hearing
09.2017 - 03.2021
Financial Services Representative
Mass Mutual
05.2017 - 08.2017
Customer Consultant
Hear.com
05.2016 - 01.2017
Limited Term Telesales Specialist
Humana Inc
06.2015 - 12.2015
Client Representative
Virtue Direct
03.2015 - 04.2015
Supervisor of Insurance Call Center
Convey Health Solutions
08.2014 - 11.2014
Licensed Insurance Agent
Legair Financial Group
05.2012 - 08.2014
Auto Sales Peron / Auction Manager
College Auto Sales
05.2007 - 05.2012
Business Adm.
LaGuardia Community College
Diploma - Business Adm.
Franklin K. Lane High School