Diane McCoy

• Assisted clients with tax inquiries and provided timely information.
• Guided customers through TurboTax software navigation and features.
• Resolved technical issues related to tax filing processes efficiently.

Scheduled virtual and in house appointments with a tax expert, provided optional programs to file taxes Inbound high call volume gathered pertinent tax information to customize a premiere experience with a tax expert matching customer tax needs.

• Documented customer interactions and feedback for service improvement.
• Utilized CRM systems to track client interactions and follow-ups.
• Maintained a positive environment while addressing customer concerns promptly.
• Managed multiple tasks simultaneously while ensuring accuracy and quality of work.
• Resolved customer complaints in a professional manner while upholding company policies.
• Participated in team meetings and training sessions on a regular basis.

• Educated clients on Medicare options and benefits effectively.
• Assisted clients in completing enrollment applications accurately.
• Coordinated outreach events to promote Medicare plans in the community.

• Selling Spectrum products such as internet, cable, phone, mobile, and streaming services.
• Sales obtained through local events, campaigns, store fronts etc.

• Provided retention and equipment recovery services non-pay customers in the Cable TV industry.
• Worked on Spectrum collections campaign via outbound calls.
• A minimum of 250 outbound calls per shift mandatory.
• Quota of 5 plus debt payments per day.

• Providing solutions and customized packages of all lines of services.
• Offering promotions and discounts retaining each and every line of business via strategic implementation of sales and customer service techniques that ultimately retain Spectrum lines of service.
• Upselling and customizing packages following tried and true call flow.

• Licensed agent Florida 2-15 health, life & annuities.
• Processing government sponsored healthcare programs to senior citizens and disability recipients.
• Provided knowledge and instructions to assist clients to make better choices concerning their health without any form of pressure sales.
• Highly government regulated.
• Three years contract during open enrollment.

• Provided government sponsored healthcare programs offering a range of healthcare solutions.
• Licensed nationwide in all Centene markets.
• Hired specifically for open enrollment which ended December 7, 2018.
• Florida 2-15 Health, life, & annuities.

• Provided Individual & Group Healthcare insurance, benefits, supplements, life, and accidental insurance.
• Florida 2-15 15 Health, life, & annuities.

• Utilizing a lead program with ongoing product training, seminars, and team meetings.
• Huge portfolio of insurance products and services via highly rated insurance carriers such as Mutual of Omaha, Foresters, and CFG, to name a few.
• Selling products & services with the ultimate task of helping families meet their financial goals.

• Bilingual financial consultant for Russell Investments Canada.
• Directed potential clients to our unique portfolio manager utilizing a consultative financial platform, setting appointments via email and/or Phone contact.

• Handled inbound calls as well as making 50 – 80 outbound calls per day.
• Advised customers referencing active & available vacation property information.
• Created a sense of urgency to have customers purchase a property location package, sold memberships to enhance their package deal.
• Accomplished great conversion, exceptional revenue, low cancellations.

• Provided APS Retrieval and Summary Services, Exam Solutions, and Underwriting/Claims Support to the Insurance Industry.
• Provided customer support for clients with Life, Disability, Long-Term Care, and Health insurance.
• Ordered, tracked, and retrieved requirements and related risk management services.
• Contacted doctors / hospitals retrieving medical records for insurance companies.
• Directed payments through UPS by mail monitored pick up records sent.

• Responded to internet inquiries with courtesy, accuracy and professionalism.
• Internet rep for both North & south store locations.
• Two separate financial entities with shared inventory.
• Effectively utilized lead management tools, entered customer data promptly and accurately into software.
• Generated sales appointments for lease and purchase orders of new and used vehicles.
• Conducted phone surveys to assess customer preferences and quality of experience.
• First in nationwide sales, July 2012.

• Inbound/outbound customer contact.
• Evaluated customer needs by assessing product and service volume.
• Maintained current customer base, monitoring individual needs on a quarterly basis.
• Participated in a temporary program as a bilingual (French) consultant, exploring the untapped Canadian market to cultivate and generate sales.

• Internet sales in a high traffic, high demand automotive sector.
• Provided superior customer service via knowledgeable customer interaction in reference to all Toyota products & services.
• Handled 50-100 calls per day prioritizing available inventory.
• Compiled all necessary reports, forms and other documentation, to provide the highest degree of customer satisfaction, through honest interactions.

• Inbound and outbound sales; customer service.
• Responsible for residential & business accounts.
• State of the art call center, 24/7 rotating shifts.
• Worked different queues, sales, customer service, billing, collections, and retention.
• Bundled product & services, phone, internet, & cellular.

• Production, sales, shipping & receiving, quality assurance, logistics, marketing, purchasing.
• Trained and familiarized with all facets of the industry from manufacturing, production, sales and distribution of factory produced footwear for large big box stores such as Macy’s, WalMart, KMart, Zellers, Yellow Shoe, Nordstroms as well as wholesale and consignment distribution.