DIANA WILLIAMS

As a Call Center Sales Retention Representative my role is to find solutions to maintain and grow existing relationships with our residential customer who request to downgrade or disconnect their Spectrum services. My job also includes upselling and signing customers up for cellphone services.

• Build rapport with customers through active listening and empathetic understanding of their needs.
• Resolve account issues for enhanced customer satisfaction and loyalty.
• Deliver exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Educate customers about billing, payment processing and support policies and procedures.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Managed high call volume, maintaining professionalism and efficiency in all interactions.

• Inbound and outbound Insurance Sales
• Discussed eligibility for health coverages
• Researched and making recommendations
• Analyzed customer needs to provide customized insurance solutions.
• Maintained high standards of customer service by building relationships with clients.
• Enrolled clients in Medicare Advantage plans.

• Analyzed customer needs to provide customized insurance solutions.
• Maintained high standards of customer service by building relationships with clients.
• Educated clients on various insurance products, enabling informed decisions regarding their coverage options.
• Cross-sold insurance products to existing clients to reach sales targets.
• Enrolled clients in Medicare Advantage/ Medicare Supplement and Ancillary
• Inbound and outbound calls. Make from 100 to 200 outbound calls daily.

• Evaluate Clients needs and concerns through needs analysis.
• Provided comprehensive product knowledge and guidance to help clients on product selection.
• Developed extensive knowledge of products and services to better assist customers.
• Navigated through multiple systems simultaneously during calls, providing a seamless experience for clients and maintaining overall call efficiency.
• Overcame objections using friendly, persuasive strategies.
• Enrolled Clients in Medicare Advantage and Medicare Supplement plans.
• Enrolled Clients In Medicaid and Affordable Care Act Plans.

• Built strong client relationships through active listening and empathetic communication, fostering customer loyalty.
• Adhered strictly to all company policies as well as regulatory requirements surrounding privacy protection and disclosure procedures.
• Conducted thorough needs assessments for prospective clients, ensuring appropriate coverage recommendations were made.
• Handled high call volumes daily while maintaining a professional demeanor and positive attitude toward each client interaction.
• Provided quotes and enrolled clients in Affordable Care Act plans.

• Resolved billing issues and take Insurance premium payments
• Reviewed claims status and discuss with customers.
• Clarified customer issues and determined root cause of problems to resolve product or service complaints.
• Met customer call guidelines for service levels, handle time and productivity.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

• Consistently provided professional, friendly and engaging service
• Enrolling clients in Affordable Care Act plans
• Evaluate client needs and concerns through needs analysis
• Educate clients on plan benefits.

• Evaluate leads obtained through a natural market
• Evaluate leads through referrals and lead database
• Educate potential clients on different types of financial products
• Prospecting
• Servicing new and existing clients
• Wealth Accumulation through Life Insurance.
• Advised clients on retirement planning options such as IRAs or annuities based on individual goals.
• Skilled at working independently and collaboratively in a team environment.
• Excellent communication skills, both verbal and written.

• Evaluate leads obtained through natural market
• Evaluate leads through referrals and lead database
• Prospecting
• Servicing new and existing clients
• Wealth Accumulation through Life Insurance.
• Advised clients on retirement planning options such as IRAs or annuities based on individual goals.

• Supervised a team of 30 Insurance Agents in a Call Center
• Worked on Operational Reports
• Contribute ideas and offer constructive feedback at weekly meetings
• Drive quality and survey scores.
• Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
• Motivated and trained employees to maximize team productivity.
• Reduced employee turnover by fostering a positive work environment and addressing employee concerns promptly.
• Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.

• Visited clients on site to give sales presentations discussing benefits
• Group Insurance and enrolling
• Identify and solicit sales through prospects in agency databases
• Evaluate leads through direct referrals and cold calling
• Calculate quotes and educate potential clients on insurance options.
• Managed time efficiently in order to complete all tasks within deadlines.

• Manager for multiple departments within the store
• Solicit new charge accounts
• Merchandise placement
• Sales/Customer service
• Inventory management
• Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
• Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
• Identified, hired and trained highly-qualified staff by teaching best practices, procedures, and sales strategies.
• Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.
• Recruited and hired top-level talent to add value and expertise to sales department.