Eden Hernandez
Winter Garden,Florida
Summary
Adept at CRM software and managing inbound calls, excelling as a Member Experience Advisor at NationsBenefits, where I enhanced member satisfaction and managed members in the Medicare Savings Program (MSP). By helping them receive their Extra Benefits provided by the MSP dealing with complaints, placing orders, filing disputes, explaining plan benefits, etc. Also currently in Broward County College online pursuing my AS degree in Human Resources, while working full-time.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Member Experience Advisor
NationsBenefits
08.2023 - Current
- Safeguarded sensitive customer information, maintaining strict adherence to industry compliance standards within the CRM system architecture.
- Boosted customer satisfaction by addressing and resolving inbound sales inquiries promptly and professionally.
- Handled escalated calls from dissatisfied customers with professionalism and tact, ultimately resolving issues efficiently.
- Dealt with claims, disputes, placing OTC orders, explaining flex benefits to Medicare/Medicaid recipients in the Medicare Savings Program (MSP).
- Managed high volume caseloads while maintaining strict adherence to deadlines and quality standards.
Education
AS degree - Human Resources
Broward College
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Oakwood University
Skills
- Exceptional communication
- CRM software expertise
- Complaint Handling
- Call Center Operations
- Telephone Etiquette
- Upselling
- Software Troubleshooting
- Zendesk Knowledge
- Extensive familiarity with healthcare insurance terminology and information
Certification
- Licensed Health & Life Agent FL 2-15
Timeline
Member Experience Advisor
NationsBenefits
08.2023 - Current
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Oakwood University
AS degree - Human Resources
Broward College
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