Quality Specialist
Humana Insurance Company
10.2021 - Current
Hi, I’m
David Warner
Green Bay,WI
Summary
Seasoned customer service professional with over two decades of experience in various industries, including healthcare, insurance, and financial management. Achieved customer satisfaction and loyalty by providing excellent service and timely solutions. Managed and coached teams of up to 25 people and maintained compliance with company policies and procedures. Demonstrated sales skills and handled inbound/outbound calls effectively.
Work History
Humana Insurance CompanyGreen Bay, WI
Quality Specialist
10.2021 - Current
Job overview
- Monitored QA procedures for adherence by employees, notifying personnel of non-compliance issues.
- Collaborated with management to discuss effective plans for resolving major quality problems.
- Consulted with management and personnel to educate on QA standards.
- Secured positive customer experiences while executing effective quality assurance practices.
Humana Insurance CompanyGreen Bay, WI
Customer Service Representative
11.2019 - 10.2021
Job overview
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls, providing frontline customer support or assistance with health insurance as well as Go365 product.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Upheld quality policies and procedures to increase customer satisfaction.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
Otis Elevator/ManpowerBloomfield, CT
Dispatcher/Customer Service
04.2019 - 11.2019
Job overview
- Addressed questions, problems or requests for service or equipment.
- Recorded and maintained files or records of customer requests, work or services performed.
- Relayed work orders and information between work crews, supervisors and field personnel.
- Arranged for repairs to restore service and schedules.
Efficient Lighting ConsultantsNewtown, CT
Energy Consultant
11.2017 - 04.2018
Job overview
- Planned and implemented energy-efficient approaches to address costly problems and save clients money.
- Analyzed client's energy usage by collecting electricity information and made recommendations to optimize energy usage.
- Generated proposals to upgrade customer lighting to LED product to reduce cost and energy usage
- Guarantee compliance by using DLC listing fixtures and bulbs
- Work closely with Eversource energy company and other organizations to provide financing options/assistance
Employee Family ProtectionGlastonbury, CT
Employee Benefit Counselor
07.2016 - 01.2017
Job overview
- Upsold/Cross Sold Life, Accident, Critical Illness and Disability Insurance
- Provided assistance to plan participants by explaining benefits information to ensure educated selections.
- Communicated effectively via email, phone and face-to-face with plan participants to resolve issues pertaining to their insurance products.
- Life and Health Licensed in over 20 states
HumanaGreen Bay, WI
Customer Service Representative
10.2013 - 07.2016
Job overview
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls, providing frontline customer support or assistance with health insurance as well as Go365 product.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Upheld quality policies and procedures to increase customer satisfaction.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
APAC Customer Service/HotwireGreen Bay, WI
Customer Service Representative / Exchange
10.2011 - 09.2013
Job overview
- Handled reporting of daily, weekly and monthly stats for TL’s
- Educated customers on special pricing opportunities and company offerings.
- Awarded “Star Player” within company
- Answered incoming calls and electronic requests, providing frontline customer support or assistance with their Hotwire Travel products and services.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
Primerica Life Insurance CompanyGreen Bay, WI
Regional Leader
02.2006 - 04.2013
Job overview
- Worked closely with families to develop better financial health through counseling and product offerings in the Mortgage, Insurance, and Securities Industry
- Recruited and trained all full and part-time representatives for the company
- Managed up to 25 representatives and helped them become successful
- Guaranteed compliance in all areas – industry, company, department
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Produced sales documents, finalized deals and filed records.
Education
Naugatuck High SchoolNaugatuck, CT
High School Diploma
06.1997
Albertus Magnus CollegeHartford, CT
Some College (No Degree) from Business Management
Skills
- Team Collaboration
- Data Analysis
- Regulatory Compliance
- Issue Resolution
- Staff Training
- Building Customer Trust and Loyalty
- Calm and Professional Under Pressure
- Multitasking and Prioritization
- Upselling Products and Services
- Verbal and Written Communication
- De-escalation Techniques
- Efficient and Detail-Oriented
Interests
VOLUNTEER EXPERIENCE: Volunteered at Convalescent Home, Served meals at local Soup Kitchen, Participated in “Santa’s Delivery” program, Participated/assisted at Toy Drives/Dart Tourney for “Toys for Tots”
Timeline
Customer Service Representative
Humana Insurance Company
11.2019 - 10.2021
Dispatcher/Customer Service
Otis Elevator/Manpower
04.2019 - 11.2019
Energy Consultant
Efficient Lighting Consultants
11.2017 - 04.2018
Employee Benefit Counselor
Employee Family Protection
07.2016 - 01.2017
Customer Service Representative
Humana
10.2013 - 07.2016
Customer Service Representative / Exchange
APAC Customer Service/Hotwire
10.2011 - 09.2013
Regional Leader
Primerica Life Insurance Company
02.2006 - 04.2013
Naugatuck High School
High School Diploma
Albertus Magnus College
Some College (No Degree) from Business Management
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