Daniel King
Palatine,IL
Summary
Motivated Quality Analyst with superior analytical and troubleshooting talents, and a track record of dependability and leadership. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
12
12
years of professional experience
Work History
QUALITY ANALYST
AON RETIREE HEALTH EXCHANGE Lincolnshire
, IL
04.2014 - Current
- Relied upon heavily as the reporting expert for the entire Quality Team, amongst 3 main lines of business
- Monthly, weekly, daily, and yearly reporting was in demand amongst all high level management and executive levels
- Reporting included reports on QA Score Averages, Trends, Customer Service Surveys, Audit Variances, QA Assignments, etc
- Reporting served as prototypes for what later was to be used in automated systems
- Subject matter expert for Medicare-related information within the call center
- Responsible for Quality Assurance by monitoring, analyzing and evaluating phone calls made to retirees for quality, compliance, accurate information and sales standards
- Coached Benefit Advisors one on one and by written quality assessment forms to enhance their abilities on the phone and to ensure compliance guidelines are being followed
- Handled escalation and supervisor calls and assisted with sales calls when call centers experienced high call volumes
- Requested multiple times for one on one coaching to enhance Benefit Advisors ability in completing their calls in an efficient and compliant manner
BUSINESS INSTRUCTOR
AON RETIREE HEALTH EXCHANGE
, 4/2014 - 6/2014
06.2016 - 08.2016
- Trained new agents about how Medicare works, Medicare health insurance plans, how to sell those plans compliantly, and how to use all computer systems that would be used on a day to day basis as licensed Benefits Advisor
- Management experience was further developed by overlooking 34-42 agents in both of these classes
- Expertise in training people at all levels and diverse backgrounds
- Relied upon heavily amongst the 3 instructors as the technical expert for all computer system applications used in the class
BENEFITS ADVISOR
AON RETIREE HEALTH EXCHANGE
, IL
07.2010 - 04.2014
- Assisted Medicare eligible retirees to select the Medicare health insurance plan that most suit their needs
- Ranked #1 in Medicare Insurance sales out of over 200 benefits advisors for the 2013 annual enrollment period; ranked #2 in Medicare Insurance sales out of over 500 benefits advisors for the 2011 annual enrollment period, and at the same time maintained quality and compliance standards
- Achieved a sales conversion rate higher than 90% for the 2013 annual enrollment period
- Coached other benefits advisors through challenging situations and sales calls using the extensive knowledge and experience I gained while working as an ARHE benefits advisor and especially from being on the retail team
- Obtained in depth knowledge regarding the intricacies of Medicare and Medicare Health Insurance Plans including the various laws and regulations
- Assisted and mentored my team members by providing sales tips, answering questions and providing help regarding the usage of ARHE sales systems
- Selected to participate in special large market project doing pension calculations and exceeded daily required quota for calculations
- Gained knowledge and experience about pensions including the various types of pensions, how to read Pension Plan requirements, and learned how to use pension calculation spreadsheets (Excel).
Education
Type 09 Certificate in Secondary Math Education -
National Louis University
Wheeling, ILBachelor of Science - Electrical Engineering
University of Illinois
Chicago, ILSkills
- Extremely proficient in Excel 10 Years experience in work environment (adept at complex formulas, if statements, pivot tables, graphical analysis, xlookups, vlookups, hlookups, working with very large rosters/lists, etc )
- Very strong work ethic
- Quick learner
- Very good at multi-tasking
Timeline
BUSINESS INSTRUCTOR
AON RETIREE HEALTH EXCHANGE
06.2016 - 08.2016
QUALITY ANALYST
AON RETIREE HEALTH EXCHANGE Lincolnshire
04.2014 - Current
BENEFITS ADVISOR
AON RETIREE HEALTH EXCHANGE
07.2010 - 04.2014
Type 09 Certificate in Secondary Math Education -
National Louis University
Bachelor of Science - Electrical Engineering
University of Illinois
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