Charmaine Roberts
Summary
Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Licensed Healthcare Agent
Teleperformance USA
, IN
06.2021 - Current
- Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
- Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
- Tracked progress of all outstanding insurance claims.
- Developed sales leads from direct referrals, networking and targeted marketing campaigns.
Independent Insurance Agent
AllState
, GA
07.2020 - 06.2021
- Maintained high standards of customer service by building relationships with clients.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Sold auto, home, life and other various insurance products to individuals and affinity groups within assigned territory using consultative selling techniques.
- Obtained underwriting approval by completing application for coverage.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
Insurance Sales Associate
State Farm
, Georgia
11.2019 - 06.2020
- Customized existing insurance programs to suit individual client needs by analyzing specific requirements.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Sought out new clients and developed client relationships through networking, direct referrals, lead databases and cold calling.
- Reviewed policy applications for errors and liaised with underwriters to facilitate quick completion of application process.
- Handled approximately 100 outbound and inbound sales-related calls per week to qualify individuals interested in purchasing insurance coverage.
Licensed Healthcare Agent
TTEC
, GA
04.2016 - 11.2019
- Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
- Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
- Tracked progress of all outstanding insurance claims.
- Developed sales leads from direct referrals, networking and targeted marketing campaigns.
- Answered 60 inbound calls per day from existing and future policyholders to answer inquiries and discuss insurance options.
Customer Service Manager
Southland Logistics
, Georgia
10.1999 - 03.2010
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
Education
Associate of Arts - Business Administration
American InterContinental University
Schaumburg, IL04.2013
Skills
- Call Center Customer Service
- Customer Complaint Resolution
- Policyholder Communication
- Administrative Support
- Policy Feature Explanations
- Insurance Policy Sales
- Customer Account Management
- Needs Assessment
- Calm and Professional Under Pressure
- Microsoft Office
- Auto Dialers
- SAP
Certification
- Property and Casualty License - 2019
- Life and Health License - 2019
Timeline
Licensed Healthcare Agent
Teleperformance USA
06.2021 - Current
Independent Insurance Agent
AllState
07.2020 - 06.2021
Insurance Sales Associate
State Farm
11.2019 - 06.2020
Licensed Healthcare Agent
TTEC
04.2016 - 11.2019
Customer Service Manager
Southland Logistics
10.1999 - 03.2010
Associate of Arts - Business Administration
American InterContinental University
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