Eileen Sterling
T
Darby,PA
Overview
7
7
years of professional experience
Work History
Insurance Agent/Customer Experience Specialist
United Insurance Senior Benefits, LLC
Darby, PA
04.2025 - Current
- Conduct outbound and inbound consultations with senior clients to assess insurance needs and explain life, health, and supplemental insurance options in clear, easy-to-understand terms.
- Guide clients through the enrollment process, ensuring accurate completion of applications and compliance with company and regulatory guidelines.
- Provide personalized customer support to help clients understand policy benefits, coverage details, premiums, and limitations.
- Maintain detailed and accurate client records using CRM systems while adhering to HIPAA and data privacy standards.
- Follow up with clients to address questions, resolve concerns, and ensure satisfaction with their coverage selections.
- Build trust and rapport with clients through empathetic communication and a customer-focused approach.
- Meet performance goals related to call volume, enrollment rates, and customer satisfaction while working independently in a remote environment.
- Stay up to date on insurance products, underwriting guidelines, and industry regulations through ongoing training and licensing requirements.
Senior Resolution Specialist
Teleperformance
PA
12.2024 - 07.2025
- Provide advanced customer support to clients using TurboTax, assisting with tax preparation, form completion, and electronic filing of federal and state tax returns.
- Guide customers through complex tax-related questions, including income reporting, deductions, credits, and basic compliance requirements.
- Resolve escalated or complex customer issues with accuracy, professionalism, and attention to detail.
- Educate customers on how to navigate TurboTax software features to ensure correct and complete tax submissions.
- Review customer-provided information for accuracy and completeness while maintaining confidentiality and data security standards.
- Document customer interactions and resolutions thoroughly using internal case management and CRM systems.
- Meet or exceed quality assurance, productivity, and customer satisfaction benchmarks in a high-volume remote environment.
- Stay current on tax law updates, TurboTax product changes, and company procedures through ongoing training.
Senior Health Agent
Teleperformance
Darby, PA
09.2024 - 12.2024
- Working in a call center remotely from home. Enrolling recipients in new Medicare plans helping to educate them about their plans and making sure they get the benefits they need for 2025.
- Maintaining a 95% enrollment score and compliance.
- Maintained up-to-date knowledge of industry regulations and changes in insurance laws affecting coverage requirements or claim procedures.
Retention Specialist
Allstate/ VDart
Remote
05.2024 - 09.2024
- Handle inbound and outbound customer interactions focused on policy retention, satisfaction, and account management.
- Explain insurance policy coverage, benefits, premiums, and changes in clear, customer-friendly language.
- Educate customers on the value of maintaining their policies and provide tailored solutions to address concerns or objections.
- Process policy cancellations, rewrites, and application updates in compliance with company guidelines and regulatory requirements.
- Analyze customer needs and policy details to recommend appropriate adjustments or alternative coverage options.
- Maintain accurate documentation of customer interactions, policy changes, and retention outcomes in internal systems.
- De-escalate customer concerns professionally while maintaining a high level of customer service and brand representation.
- Meet performance metrics related to retention rates, call quality, and customer satisfaction in a fast-paced remote environment.
Customer Health Agent
Ignitist Inc
Harleysville, PA
09.2021 - 10.2023
- Conduct outbound and inbound calls with Medicare-eligible prospects to educate them on available health plan options.
- Explain Medicare basics, including Parts A, B, C, and D, as well as plan types such as HMO and PPO.
- Assess customer needs, healthcare usage, and eligibility to recommend appropriate coverage options.
- Assist clients with plan selection and enrollment while ensuring compliance with CMS and company regulations.
- Perform follow-up callbacks to address questions, resolve concerns, and support informed decision-making.
- Accurately document interactions, enrollments, and follow-ups in CRM systems.
- Build trust and rapport through clear communication, empathy, and product knowledge.
- Meet productivity and quality standards in a remote call-center environment.
Sales Representative
Guide-well Insurance/ Mind-lance
Union, NJ
08.2020 - 07.2021
- Handle inbound sales calls from prospective customers seeking health insurance coverage.
- Explain plan options, coverage levels, costs, and benefits in a clear and customer-focused manner.
- Actively listen to customer needs to recommend suitable plans for individuals and families.
- Assist customers with special enrollment period eligibility and related documentation requirements.
- Guide clients through the application and enrollment process to ensure accuracy and compliance.
- Address customer questions and objections while maintaining a consultative sales approach.
- Document call outcomes and customer information accurately in internal systems.
- Meet sales, quality, and customer satisfaction goals in a fast-paced remote environment.
Customer Service Representative
Ameri-health Caritas/ Mind-lance
Tinicum, PA
09.2019 - 12.2019
- Verified Medicaid on state system.
- Speaking with Participants about Medicaid benefits; medical, vision, dental. Also, connecting them with Participant Care Coordinator, so that the client could get Long Term Support Services.
- Changing demographics in the system and issuing ID Cards.
- Helping participant locate and change providers emailing appeals to the appropriate department.
Human Resources Specialist
K-force Connect/Temple Health
Philadelphia, PA
12.2018 - 08.2019
- Explained in detail benefits to heighten the knowledge of employees.
- Elucidated details about Tuition reimbursement and remission.
- Gathered documents and scanned them into the new computer system.
- Spoke with employees about medical, dental, and vision.
- Helped with disability and retirement and transfer calls to proper departments.
- Helped set up orientation for new employees.
- Return calls to make sure that employees are properly enrolled in benefits.
- Explained calls about life insurance gave instructions about Cobra for employees that are no longer with the health system application used Workday and ADP Verification of employee's insurance with outside parties like doctors, dentist and optometrist.
- Administered benefits programs, including health insurance, retirement plans, and paid time off.
Benefits Counselor
K-force Connect/Temple Health
Philadelphia, PA
12.2018 - 08.2019
- Elevated benefits knowledge and enrollment experience of the nation's workforce.
- Explain and enroll employees in core benefits.
- Explain and enroll employees in voluntary benefits.
- Answer incoming calls and/or place scheduled outbound calls or return calls from messages left at the required staffed times.
- Communicate information thoroughly and perform work completely and accurately.
- Entered information accurately into the enrollment program.
- Completed applications accurately with all required information correct.
- Explained each benefit in detail.
- Explained all voluntary benefits in detail and promote features and benefits.
- Ensure all benefits, coverage levels, dependents covered, and deductions are reviewed with and confirmed by the employees.
- Ensure all enrollment information is saved correctly, even if a partial enrollment was completed.
- Maintain acceptable Enrollment Center monitoring score of 90% or better.
Timeline
Insurance Agent/Customer Experience Specialist
United Insurance Senior Benefits, LLC
04.2025 - Current
Senior Resolution Specialist
Teleperformance
12.2024 - 07.2025
Senior Health Agent
Teleperformance
09.2024 - 12.2024
Retention Specialist
Allstate/ VDart
05.2024 - 09.2024
Customer Health Agent
Ignitist Inc
09.2021 - 10.2023
Sales Representative
Guide-well Insurance/ Mind-lance
08.2020 - 07.2021
Customer Service Representative
Ameri-health Caritas/ Mind-lance
09.2019 - 12.2019
Human Resources Specialist
K-force Connect/Temple Health
12.2018 - 08.2019
Benefits Counselor
K-force Connect/Temple Health
12.2018 - 08.2019