Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Computer Experience
References
Timeline
Generic

Courtney Steckert

Bath,PA

Summary

Personable and dedicated Customer Service Representative with extensive experience in the Retail Health Insurance industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Retail Sales & Service Representative III

Capital BlueCross
12.2012 - Current
  • Greeted customers and answered inquiries in a professional manner.
  • Knowledge of our entire product portfolio, including individual and commercial plans, Medicare and Medicare supplement plans, CBI, and ancillary products.
  • Proficient in handling new small group sales and retention.
  • Used web-based tools and other available resources to analyze customer needs and match them to the appropriate products and services
  • Conducted plan comparison and analysis for existing members seeking new solution.
  • Provided excellent customer service by addressing customer needs in a timely fashion.
  • Advised customers on health insurance coverage options, including premiums, deductibles, copays, and network providers.
  • Maintained up-to-date knowledge of health care reform laws and regulations.
  • Provided ongoing support for existing customers through phone calls, emails, and meetings.
  • Identified trends in customer inquiries to improve customer satisfaction ratings.
  • Generated reports detailing sales activities, progress toward goals, and customer feedback.
  • Performed administrative tasks such as scheduling appointments, updating records, preparing documents, and handling correspondence.
  • Ensured compliance with federal regulations governing health insurance plans.
  • Managed customer accounts by responding promptly to inquiries and resolving any issues that arise.
  • Participated in team meetings and brainstorming sessions regarding new initiatives or strategies for growth.
  • Increased sales through consultative sales approach and focused relationship building with new and existing policy holders.
  • Provided leadership and training for new agents regarding industry best practices and company policies.
  • Responded to inquiries and explained product features and service advantages to potential customers.
  • Exceeded company sales goals for new policies.
  • Pursued continued professional development through insurance workshops, course and webinars.
  • Explained coverage options to potential policyholders, answering questions or concerns.
  • Handled customer inquiries and complaints in a professional manner.
  • Provided expertise on product knowledge, services, policies and procedures to customers.
  • Developed and implemented customer service policies and procedures to improve quality of customer experience.
  • Resolved escalated issues from team members or customers in an efficient manner.
  • Identified opportunities to increase sales through cross-selling products or services.
  • Ensured compliance with company policies and regulations related to customer service operations.
  • Trained new team members on proper service methods and evaluated service delivery using quality assurance program.
  • Implemented company processes to effectively resolve customer service issues.
  • Volunteered to handle complaints and issues for manager during busy time periods.
  • Reduced call-time of inbound calls by recognizing and resolving systematic inefficiencies.
  • Mentored new employees on procedures and policies to maximize team performance.
  • Developed strong customer relationships to encourage repeat business.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Used proven techniques to de-escalate angry customers during telephone interactions.
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
  • Provided support for special events (such as seminars and Open Enrollment meetings) and projects for the general public in the retail center and/or at other local sites
  • Conduct formal and informal sessions, individually or within small groups, providing information and answering employee questions to ensure employees understand products, benefits and tools, and how to use them
  • Ordered materials, supplies, and services in accordance with established purchasing policies.
  • Coordinated returns with vendors when necessary for defective items or incorrect shipments.
  • Performed other duties as assigned by management team.
  • Ensured that all users had appropriate access privileges based on their roles and responsibilities within the company.
  • Created detailed documentation outlining procedures for granting access rights.
  • Assisted with troubleshooting and resolving issues related to user access control.
  • Maintained records of user activity logs for audit purposes.
  • Tracked requests from users for additional privileges or changes in existing permissions.
  • Responded quickly to inquiries from users regarding their account status or permission levels.

Customer Service Representative

Capital BlueCross
05.2008 - 12.2012
  • Handle inbound phone calls regarding health insurance policy inquiries from both medical providers and contract holders
  • Manage open work regarding customers on a day-to-day basis, making sure to provide call-backs as needed and ensuring proper documentation for their files
  • Provide information regarding benefits, claims, different medical insurance plans available such as Traditional, Comprehensive, HMO, PPO, Medicare Supplement and Advantage, CHIP, Flexible Spending Accounts, and Federal Employee Plans, all ensuring proper privacy and eligibility guidelines are followed
  • Meet face-to-face with members and prospective subscribers utilizing Lobby services in the Allentown Office.

Telephone Service Representative

Telerx/Pfizer DTC
06.2007 - 05.2008
  • Handled inbound phone calls about Pfizer pharmaceutical products, making outbound calls to consumers as necessary
  • Received the Representative of the Month Award for exemplifying highest standards in customer service and outstanding performance
  • Coached and trained other team members to improve overall team standings for the company
  • Efficiently organized and maintained data integrity and data entry work as well as provided statistical reports for the Pfizer DTC Allentown Team.

Financial Sales Consultant

PNC Bank
08.2005 - 03.2007
  • Worked in a fast-paced banking and sales environment
  • Built customer relationships by actively seeking out prospects, through cold-calling, and by referrals from existing clients
  • Performed daily operational activities, managed a team, created business plans, actively executed written and verbal marketing, and produced customer awareness about finance as a Promotional Manager
  • Recommended and serviced banking products, such as checking and savings accounts, all types of loans, Certificates of Deposit, Money Markets, and credit cards
  • Educated customers on alternative methods of banking delivery, such as ATM usage, debit cards, online banking and telephone banking
  • Became a Notary Public for the state of New Jersey for the purpose of 100% loan servicing
  • Won the PNC “Golden Apron Award” for outstanding leadership, sales, and customer service in December of 2005.

Assistant Manager

Fashion Bug
04.2004 - 08.2005
  • Heavily involved in managing a team of employees through constant motivation, creating schedules, coaching, and team meetings
  • Focused strongly on improving customer satisfaction and retention
  • Increased sales through fashion merchandising and coordinating, daily sales tracking, and working the sales floor
  • Handled cash register activity, balancing, and deposits for the bank.

Education

Associate's Degree - Interior Design

Northampton Community College
Bethlehem, PA
01.2006

Skills

  • Health Insurance Product Recommendations
  • Individual and Group Account Management
  • Customer Relationship Management
  • Customer Relations
  • Customer Support
  • Technical Support

Certification

  • Resident Producer Individual License
    Lines of Authority: Accident and Health, Life and Fixed Annuities

    Effective Date: February 20, 2023
    Expiration Date: August 31, 2025
  • American Red Cross
    Adult, Child and Baby First Aid/CPR/AED Certified

    Effective Date: May 20, 2024
    Validity Period: 2 Years

Accomplishments

  • 2023 Sales Conference: Awarded Honor from Roseann Humphrey for being that years' Retail Sales Representative for Saucon Valley Location

Computer Experience

  • Microsoft 365
    Word
    Excel
    Teams
    PowerPoint
    Outlook
    OneNote
    SharePoint

References

References available upon request.

Timeline

Retail Sales & Service Representative III

Capital BlueCross
12.2012 - Current

Customer Service Representative

Capital BlueCross
05.2008 - 12.2012

Telephone Service Representative

Telerx/Pfizer DTC
06.2007 - 05.2008

Financial Sales Consultant

PNC Bank
08.2005 - 03.2007

Assistant Manager

Fashion Bug
04.2004 - 08.2005

Associate's Degree - Interior Design

Northampton Community College

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Courtney Steckert