DOUGLAS POOLE
Morrow,GA
Summary
Personable and dedicated Health Benefits Advisor with extensive experience in the industry. Solid team player with upbeat, positive attitude and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Offering 5 plus years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success. Results-driven Division Manager skilled in maintaining smooth and efficient operations to meet profit and loss targets. Hardworking and disciplined leader with continuous improvement mindset.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Employee Benefits Major Medical Division Manager
Secure Life Benefits
05.2023 - Current
- Supervised daily planning, coordination and administration for division operations.
- Controlled costs by streamlining operations and reducing waste.
- Established clear and consistent policies and procedures.
- Handled escalated complaints involving division operations and work of personnel under supervision.
- Built relationships with customers and community to establish long-term business growth.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Managed accounts to retain existing relationships and grow share of business.
- Implemented systems and procedures to increase sales.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Prepared sales presentations for clients showing success and credibility of products.
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
- Organized promotional events and interacted with community to increase sales volume.
- Enhanced profitability by developing pipelines utilizing marketing and sales strategies.
- Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
Medicare Sales Representative
Sonder Health Plans
04.2022 - 05.2023
- Educated clients on insurance policies and procedures.
- Analyzed customer needs to provide customized insurance solutions.
- Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Met with customers to provide information about available products and policies.
- Developed and implemented promotional strategies to increase customer base.
- Evaluated competitors' products and services to gain competitive advantage.
Customer Care Specialist
CareSource
02.2020 - 04.2022
- Continuous compliance
- Worked with sales team to collaboratively reach targets
- Consistently meeting or exceeding personal quotas
- Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options
- Responded to customer inquiries regarding health insurance coverage and policies to assist with informed decision-making
- Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities
- Assist customers via incoming calls or chat regarding existing, future, and or prior accounts
Insurance Agent
CareSource Health
02.2021 - 08.2021
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas
- Met with customers to provide information about available products and policies
- Educated clients on insurance policies and procedures
- Generated leads through cold-calling, networking and other outreach methods
- Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals
- Created sources for continuous client referrals within community and with businesses using extensive networking skills
- Analyzed customer needs to provide customized insurance solutions
- Designed presentations and marketing materials to promote insurance products
- Evaluated competitors' products and services to gain competitive advantage
- Developed and implemented promotional strategies to increase customer base
- Researched and identified potential new markets
- Drive sales and revenue by assisting customers in making healthcare decisions over the phone
- Strong team player ethics, and willingness to help all reach goals
- Handle inbound service calls by providing accurate and complete information
- Develop and manage customer relationships and serve as a resource to customers and potential customers on all products and services
- Monitored customer feedback and identified areas of improvement
- Developed relationships with providers and networks to achieve favorable client coverage
- Monitored changes in health insurance laws and regulations to verify.
Medicare Sales Representative
Alorica
07.2019 - 12.2019
- Make requested policy or account changes
- Consult with members to evaluate needs and determine best options
- Counsel members on options for service and coverage
- Consistently improve customer satisfaction through expert resolution of conflicts, issues, and concerns
- Streamlined operational efficiencies by managing accounts and contracts and processing system orders and cancellations
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Communicated with customers to identify needs and expectations
- Identified customer issues with products or services, investigated causes and initiated resolutions
- Recommended and upsold new products, resulting in Number% increase in revenue.
Medical Claims Specialist
Healthcare Claims Management
08.2018 - 07.2019
- Establish contact; assess an individual's healthcare needs and concerns; establish eligibility; provide overview of organizational mission; effectively and clearly present benefits of products in accordance with all governmental regulations; review documentation requirements and schedule follow-up appointments
- Consistently demonstrate ability to overcome market objections
- Consistently demonstrate a desire to reach and exceed departmental and personal goals
- Assist patients with timely filing of all medical claims to different insurance companies
- Work as a team to follow up on all service reviews regarding a variety of issues
- Determined insurance coverage levels and restrictions by thoroughly examining claims forms and associated records
- Checked into questionable claims, interviewing agents and claimants to resolve errors and omissions
- Effectively controlled the release of proprietary and confidential information for general client lists.
Sales and Marketing Representative
Dial America
01.2015 - 03.2019
- Make outbound and take inbound calls for various programs promoting a variety of different products and services for our clients
- Built positive and productive customer connections to drive consistent sales
- Boosted sales by executing complete sales cycle process from prospecting leads through contract negotiations and close
- Maximized branding exposure, customer traffic and sales by developing and executing effective marketing programs.
Patient Advocate
Rev One Companies
04.2014 - 12.2014
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Negotiated to collect balance in full.
- Processed payments and applied to customer balances.
- Counseled debtors on payment options and arranged installment agreements.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
Inside Sales Associate
Integrated Management Solutions
08.2013 - 03.2014
- Make outbound calls to patients all over the country to help resolve medical debt for our clients
- Sends various insurance claims to billing for review Works with
- Patient's attorneys to help resolve medical debt
- Managed database of patient information and frequently used computerized systems to track details
- Provided knowledgeable and compassionate service in response to all types of patient questions and concerns
- Helped patients understand care, coverage and payment responsibilities and rights
- Worked with patients to appeal insurance decisions and coordinated with providers to resolve problems.
Customer Service Representative
ACS a Xerox Company
03.2012 - 03.2013
- Cold called dental offices across the country pitching insurance coordinators and office managers Electronic insurance claims services
- Set live webinars for senior sales associates to host for decision makers
- Received commission for every demo that sold
- Cultivated long-term relationships with clients to accurately quote prices and terms that achieved customer objectives
- Answered customers' questions and addressed problems and complaints via phone
- Searched business directories, cultivated list of leads to identify and contact new prospects
- Took incoming customer service calls of Verizon Wireless Customers
- Handled up to 60 calls a day helping customers resolve their issues from billing to upgrading their plan and wireless devices
- Consulted with upset customers to determine best methods to resolve service and billing issues
- Informed customers on billing procedures, processed payments and provided assistance to set up payment options
- Reviewed account and service histories to identify trends and unaddressed issues.
Outside Sales Representative
Satori Enterprises
09.2011 - 03.2012
- Prospected and conducted face-to-face sales calls with business executives and directors throughout assigned territory.
- Established new accounts through cold calling and personal visits to potential customers.
- Negotiated terms and contracts with clients to maintain profitable sales.
- Visited customer locations to evaluate requirements, demonstrate product offerings, and propose strategic solutions for diverse needs.
Inside Sales Representative
All American Direct
03.2009 - 06.2010
- Answered customers' questions regarding products, prices, and availability.
- Maintained up-to-date knowledge of available products to best serve customers and maximize sales potential.
- Managed friendly and professional customer interactions.
- Determined needs, delivered solutions, and overcame objections through consultative selling skills.
Outside Sales Representative
EMS
04.2008 - 02.2009
- Sold Directv packages to customers at select retail locations maintained a sales average of one sale per day
- Recommended accessories and delivered details regarding latest promotions to increase sales
- Collaborated with retailers to strengthen product exposure with optimal locations, shelf positions and signage
- Handled incoming calls from distant network customers handled incoming calls and sold various programming packages to potential dish network customers
- Up sold consumer electronics to incoming prospects
- Recognized every quarter in the top 20% in company sales quota
- Trained new team men
- Created strategies to grow customer base, resulting in 15-20% increase in monthly sales
- Implemented consultative selling approach on all inbound calls
- Set up customer accounts in computer system with complete information
- Handled customer inquiries about the uverse fiber optic technology
- Wrote quotes, estimates, and bids
- Generated new business
- Managed a team of three reps
- Conducted site visits to assess needs, demonstrate products and
Inside Sales Representative
Defender Direct Inc.
03.2007 - 04.2008
- Recommend strategic solutions for customer requirements
- Collaborated with customers sales to identify and resolve service, account or technical product issues
- Handled incoming calls and sold to various programming packages to potential Dish Network Customers Recognized in top 15% in Dish
- Network sales quota
- Sales support team for ADT security division
- Negotiated prices and set up contracts to finalize service agreements
- Educated customers about product features and technical details to highlight benefits and correct misunderstandings.
Education
University of Toledo
Toledo, OH2005
Alabama A & M University
Normal, AL2003
Diploma -
Trotwood-Madison High School
Trotwood, OH06.2000
Skills
- Customer service
- Strategic Planning
- Project Management
- Operations Planning
- Field Operations Support
- Operational Efficiency
- Client Rapport-Building
- Workload Planning
- Customer Relations
- Senior Leadership Support
- Team Meetings
- Client Meetings
- Special Assignments
- Training and Development
- Carrier Relations
- Brand Representation
- Claims Monitoring
- Sales Quota Achievement
- Special Requests
- Performance Improvement
- Policy Development
- Sales and Marketing Expertise
- Sales Leadership
- Conflict Resolution
- Customer Relationship Development
- Analytical Thinking
- Problem Solving
- Sales Management
- Innovation and Creativity
- Quality Assurance
Certification
Health and Accident License
Health and Accident Licensed in 8 States
Currently holds health and accident licenses in the states of Georgia, Alabama, Arkansas, Florida, Michigan, North Carolina, Tennessee, and Texas
Additional Information
Originally from Dayton Ohio, I moved to the Atlanta metro area from Indianapolis Indiana in 2022. With over 5 years of experience in life and health insurance, I've helped countless clients find plans that fit their lifestyles and gives them peace of mind. I believe that putting clients first and maintaining a high level of professionalism on their behalf is what makes clients eager to refer me to their family and friends. In my spare time, I enjoy biking, playing pool, and bowling. I also enjoy spending time with my fiancé Keedra and my two rescue dogs, Bentley, and Zuri.
Timeline
Employee Benefits Major Medical Division Manager
Secure Life Benefits
05.2023 - Current
Medicare Sales Representative
Sonder Health Plans
04.2022 - 05.2023
Insurance Agent
CareSource Health
02.2021 - 08.2021
Customer Care Specialist
CareSource
02.2020 - 04.2022
Medicare Sales Representative
Alorica
07.2019 - 12.2019
Medical Claims Specialist
Healthcare Claims Management
08.2018 - 07.2019
Sales and Marketing Representative
Dial America
01.2015 - 03.2019
Patient Advocate
Rev One Companies
04.2014 - 12.2014
Inside Sales Associate
Integrated Management Solutions
08.2013 - 03.2014
Customer Service Representative
ACS a Xerox Company
03.2012 - 03.2013
Outside Sales Representative
Satori Enterprises
09.2011 - 03.2012
Inside Sales Representative
All American Direct
03.2009 - 06.2010
Outside Sales Representative
EMS
04.2008 - 02.2009
Inside Sales Representative
Defender Direct Inc.
03.2007 - 04.2008
University of Toledo
Alabama A & M University
Diploma -
Trotwood-Madison High School
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