Ediannette Rosado-Fonseca
Kissimmee,FL
Summary
Focused and dedicated insurance professional with 5 years of experience providing superior customer service and rates for all sorts of individual and group policies. Partners with brokers and companies to build long-term relationships and develop strategic plans to aid clients with coverage needs.
Overview
11
11
years of professional experience
1
1
Certification
Work History
CUSTOMER SERVICE REPRESENTATIVE
Florida Blue - Blue Cross Blue Shield Of Florida
11.2023 - Current
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Tracked customer service cases and updated service software with customer information.
- Utilized data analytics tools to monitor performance trends regularly, identifying areas for improvement and implementing necessary changes.
INDEPENDENT INSURANCE AGENT
COLONIAL LIFE
07.2020 - 11.2023
- Develop and manage customer relationships and serve as a resource to customers and potential customers on all products and services
- Establish and maintain relationships with lead sources and settlement service providers
- Drive sales and revenue by assisting customers in making healthcare and ancillary product decisions over the phone.
- Handle onsite and call center worksite benefits
- Working closely with Brokers on educating Employees on their Employer offered benefits both Core and Supplemental.
- Conducted meetings or phone calls with potential clients to present insurance policies and answer questions.
- Prepared proposals and conducted closing interviews to sell insurance products.
- Delivered individualized support and broad knowledge of company products to bring targeted services to individuals with varying needs.
- Conducted in-home and group presentations to provide detailed explanations of policy guidelines and benefits to clients and families.
- Implemented innovative marketing strategies to attract new clients and expand market presence within the community.
- Leveraged networking events to establish connections with potential clients, increasing referral business opportunities.
SALES CONTRACTOR
Florida Blue
06.2020 - 09.2020
- Collaborated with team members to achieve monthly sales targets, fostering a competitive yet supportive environment.
- Conducted thorough needs assessments for prospective clients, providing tailored solutions that addressed specific pain points.
- Identified cross-selling opportunities within established client accounts, whether it was for medical or ancillary products resulting in increased revenue generation per account.
- Strengthened relationships with existing and new clients through regular check-ins and updates on products or services they may be interested in.
- Analyzed sales performance metrics regularly, identifying areas for improvement and implementing necessary changes to achieve targets.
- Provided comprehensive after-sales support to ensure customer satisfaction and maintain positive brand reputation.
- Utilized various marketing tools to generate leads, contributing to a steady increase in new clientele.
PATIENT REGISTRATION CLERK
SANITAS MEDICAL CENTER
03.2019 - 11.2019
- In charge of serving patients and Medical Location staff by identifying the best method to schedules patients flow to clinic based on predetermined appointment arrangements to allow the medical center to serve an adequate number of patients
- Main responsibilities where compiling and recording medical charts, reports, and correspondence and Receiving insurance co-pay payments and posting amounts paid to patient accounts a side from scheduling patients’ appointment.
AMBASSADOR
COMMUNITY, SANITAS MEDICAL CENTER
11.2019 - 06.2019
- Responsibilities consist on contributing to and delivering on strategies for the Senior population and community-based engagement
- Responsible for effectively promoting Senior Models and brand in the community
- Met specific Leads creation and patient retention goals as outlined by the Community Manager and
- Leadership in partnership with Insurance agents.
CUSTOMER SERVICE
CENTRAL DRUG
03.2017 - 08.2017
- I was responsible for managing a multi-line telephone, answered client questions regarding the sending of medicines and/or medical equipment
- I used Excel, Word and the office software, RX 30
- Contacted patients for prescription coverage information, and then followed up with the prescription insurance to confirm coverage and pay schedule
- Reviewed and verified prescriptions using prescription plans and programs such as IDC10.
CARE GIVER
LIKE FAMILY
01.2014 - 01.2017
- In-home caregiver for patients
- I managed the preparation and administration of medicines, food and treatments as required by the patient
- I had to oversee the management and intervention on various duties like non-ambulatory patients, healing and skin care, in and out of hospital care and childcare
- I also worked with in external agencies such as
- Departamento de la Familia (Puerto Rico) and Veterans Affairs through this employer.
SECRETARIAL ASSISTANT
FONDO SEGURO DEL ESTADO DE PUESTO RICO
01.2013 - 01.2015
- This was a seasonal position
- I reviewed and archived documents according to case, corresponding office and established data file
- Answered department switchboard and transferred calls to the proper individual.
Education
DIPLOMA - General Studies
JUAN J. OSUNA HIGH SCHOOL, COLUMBIA CENTRAL UNIVERSITY
Bachelor’s degree - Nursing
Columbia Colage
01.2017
Associates Degree -
01.2015
Skills
- Cross-Selling and Upselling
- Email Marketing
- Policyholder Communication
- Claims Information Gathering
- CRM Software
- Client Account Management
- Document Management and Storage
- Workflow Management
- Filing and Data Archiving
- HRIS Software
Additional Information
- 2-15 Health, Life and Annuity License in multiple States.
Certification
- Multiple StateLicensed 2-15 Insurance - 2020
Timeline
CUSTOMER SERVICE REPRESENTATIVE
Florida Blue - Blue Cross Blue Shield Of Florida
11.2023 - Current
INDEPENDENT INSURANCE AGENT
COLONIAL LIFE
07.2020 - 11.2023
SALES CONTRACTOR
Florida Blue
06.2020 - 09.2020
AMBASSADOR
COMMUNITY, SANITAS MEDICAL CENTER
11.2019 - 06.2019
PATIENT REGISTRATION CLERK
SANITAS MEDICAL CENTER
03.2019 - 11.2019
CUSTOMER SERVICE
CENTRAL DRUG
03.2017 - 08.2017
CARE GIVER
LIKE FAMILY
01.2014 - 01.2017
SECRETARIAL ASSISTANT
FONDO SEGURO DEL ESTADO DE PUESTO RICO
01.2013 - 01.2015
DIPLOMA - General Studies
JUAN J. OSUNA HIGH SCHOOL, COLUMBIA CENTRAL UNIVERSITY
Bachelor’s degree - Nursing
Columbia Colage
Associates Degree -
- Multiple StateLicensed 2-15 Insurance - 2020
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