CHELSI FRANCISCO
Eagle Lake
Summary
Hardworking, highly motivated professional eager to lend combined knowledge and skills to enhance business performance. Operates well in both individual and team capacities, leveraging seasoned work ethic to quickly adapt to different processes and drive company objectives. Resourceful and results-driven with a passion for growth and efficiency to meet company needs and increase service value.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Deli Line Worker (Manufacturing)
Publix Warehouse
02.2025 - Current
- Operated machinery for efficient assembly line production, ensuring adherence to quality standards.
- Collaborated with team members to streamline workflows and enhance operational efficiency.
- Trained new employees on safety protocols and equipment operation, fostering a culture of safety.
- Monitored production metrics to identify areas for process improvement and implement solutions.
- Conducted routine inspections of equipment to minimize downtime and ensure optimal performance.
- Maintained accurate documentation of production processes to support compliance audits and reporting.
- Participated in training sessions to enhance skills and knowledge.
- Mastered various roles within the assembly line, showcasing versatility and adaptability that contributed to increased operational efficiency.
Licensed Health Insurance Agent
ResultsCX-Ambetter (Affordable Care Act Plans)
07.2023 - Current
- Performed administrative tasks such as creating reports, updating databases, scheduling appointments, and filing documents.
- Provided accurate information regarding various coverage options, policy details, provider options, formulary inquiries and premiums to customers.
- Being able to build a trusting relationship with prospective members over the phone to ensure them that I will do my best to find them the best possible plan based on their needs.
- Educated customers about their rights under the law regarding healthcare coverage options and how government subsidy (APTC) applies to their taxes.
- Responded quickly and effectively to customer inquiries via phone, email, or other communication methods.
- Maintained detailed records of customer interactions, transactions, and communications.
Licensed Health Insurance Agent
ResultsCX-Wellcare (Medicare Plans)
08.2015 - 07.2023
- Provided guidance on how customers can maximize their benefits while minimizing costs associated with their plan.
- Build rapport with prospective members aged 65 years of age or older. Or clients who have been deemed disabled for more than 2 years.
- Researched and analyzed customer’s needs to provide tailored solutions for their individual health insurance requirements.
- Developed expertise in selling health insurance plans, including Medicare Advantage, Stand-Alone PDP and Supplemental policies.
- Generated new business through cold calling, referrals and other marketing initiatives.
Dual Call Center Agent
ResultsCX-Wellcare (Medicare)/Staywell (Medicaid)
03.2016 - 03.2019
- Handled high volumes of incoming calls from customers while maintaining quality standards for call duration time.
- Employed active listening skills to accurately assess customer needs and provide appropriate solutions.
- The ability to convert from a Medicare sales agent role to a Medicaid customer service agent from one call to the next.
- Navigator through 6+ systems on every call.
- The ability to handle both inbound and outbound call type for both lines of business.
- Provided excellent customer service to customers and internal teammates.
- Utilized computer systems, databases, and other resources to research customer inquiries and respond appropriately.
- Established strong relationships with customers through courteous phone interactions and professional follow-up emails.
Quality Assurance Specialist
ResultsCX (Wellcare-MEU)
03.2015 - 08.2015
- Performed routine audits and quality assurance reviews to make sure agent were follow correct policies and procedures.
- Used quality monitoring data management system to compile and track performance at team and individual level.
- Communicated audit and quality review results and recommendations through written reports and face-to-face meetings.
- Identified potential areas for improvement within existing processes or workflows.
- Conduct calibration call with the client to compare scorecards for call to make sure finding are correct.
- Trained and mentored 6+ new quality assurance specialists on quality assurance processes and procedures.
Trainer
ResultsCX (Wellcare-MEU)
01.2015 - 03.2015
- Educated employees on proper use of organization’s products and systems.
- Maintained accurate records of all training activities, including attendance, evaluations and assessments.
- Provided feedback on employee performance during training sessions, offering constructive criticism when necessary.
- Assessed participant knowledge and understanding of the material and adjusted training accordingly.
- Travel to other State such as Texas to train classes of 20-25 employee for a 6 to 8 week timeframe.
- Coordinated team exercises and group discussions to increase training engagement.
Transition Need Assessment Specialist
ResultsCX (Wellcare-TNA)
06.2014 - 01.2015
- Contact new member of the health plan and go through a questionnaire on upcoming needs, medications, and appointments scheduled.
- Reach out to member’s doctors to help schedule appointment and assist with getting prior authorization if needed.
- Educate clients on benefits, polices and procedures of the plan they have chose.
- Understand and follow the polices and procedure to outbound calling.
- Provide excellent customer service skills to members and providers.
Key Holder
Dollar General
09.2013 - 06.2014
- Performed daily opening and closing procedures such as counting the cash drawer, balancing receipts, and reconciling discrepancies.
- Organized merchandise displays to ensure accurate pricing and attractive presentation of products.
- Handled escalated customer service issues or concerns, so customer have a good shopping experience.
- Encouraged teamwork among colleagues by leading by example and providing guidance when needed.
- Inspected stockroom areas for cleanliness and organization; identified any issues that could lead to safety hazards or theft.
- Trained new team members on proper key-holding duties including opening and closing the store, handling register transactions, customer service standards.
- Communicated regularly with management regarding stock levels, employee performance issues, customer feedback.
Sales Associate
Dollar General
02.2013 - 08.2013
- Greeted customers warmly and offer to escort customers to product racks and shelves if they need assistance.
- Demonstrated exceptional customer service skills, resolving customer complaints efficiently and courteously.
- Operated cash register to handle purchases, refunds, and exchanges for customers.
- Established a positive rapport with customers by delivering friendly, personalized service.
- Provided accurate information about products, prices and availability both in person and over the phone.
- Introduced promotions and sale opportunities, enticing customers.
Education
High School Diploma - undefined
Lake Region High School
Eagle Lake, FL06.2013
Skills
- Excellent Customer Service Skills
- Inbound and Outbound Call Handling
- Good Rapport Building Skills
- Working with multiple systems (Multitasking)
- Good Documentation
- HIPAA
- Compliance
- Safety procedures
- Stress management
- Dedicated and strong work ethic
Certification
- 0214-Life Incl Variable Annuity
- 0240-Health
Timeline
Deli Line Worker (Manufacturing)
Publix Warehouse
02.2025 - Current
Licensed Health Insurance Agent
ResultsCX-Ambetter (Affordable Care Act Plans)
07.2023 - Current
Dual Call Center Agent
ResultsCX-Wellcare (Medicare)/Staywell (Medicaid)
03.2016 - 03.2019
Licensed Health Insurance Agent
ResultsCX-Wellcare (Medicare Plans)
08.2015 - 07.2023
Quality Assurance Specialist
ResultsCX (Wellcare-MEU)
03.2015 - 08.2015
Trainer
ResultsCX (Wellcare-MEU)
01.2015 - 03.2015
Transition Need Assessment Specialist
ResultsCX (Wellcare-TNA)
06.2014 - 01.2015
Key Holder
Dollar General
09.2013 - 06.2014
Sales Associate
Dollar General
02.2013 - 08.2013
High School Diploma - undefined
Lake Region High School
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