Ethel Cuffie
Dalzell
Summary
To use past and present skills and experience to obtain gainful long-term employment.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Licensed Insurance Sales Agent
TTec / Kaiser Permenante
10.2024 - 01.2025
- Streamlined policy renewal processes for improved efficiency and client retention rates.
- Spent ample time with each customer, verbally reviewing, and explaining documents for client comprehension.
- Upsold additional products and services after identifying customer needs and requirements.
- Managed existing accounts with a high level of professionalism, addressing any concerns or changes in coverage as needed.
- Educated customers on policy features, benefits, and options, allowing them to make informed decisions about their coverage.
Customer Service Rep
Nexrep/Teladoc Health
05.2022 - 12.2024
- Assist members and non-member with requesting virtual visits to speak to provider
- Verify member coverage and benefit provider
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assist members with registering their account
- Responded to customer requests for products, services, and company information.
- Assist members with updating medical records
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assist with processing payments.
License Insurance Sales Agent
Teleperformance/UHC/Humana
07.2020 - 12.2022
- Answer all inbound calls and any AEP questions Member may have concerning Medicare coverage
- Review members plan coverage to ensure That it is still the best fit for medical and prescription Drug coverage
- Review all extra benefits with member
- Enroll member in best plan based on Health changes for the new year
Independent Agent
Henderson -Locke/AIL
06.2020 - 07.2020
- Sell and Promote Life Insurance
- Present clients with free offers
- Complete Client Application
Home Support Worker
Self-employeed
11.2014 - 04.2020
- Operated electronic lifting devices to safely transfer patients with mobility issues.
- Monitored patients for changes in condition, promptly reporting any concerns to healthcare providers.
- Used home healthcare software to document patient care activities and update medical records.
- Provided emotional support and companionship to patients, improving overall well-being.
- Enhanced client comfort by providing personal care services such as bathing, grooming, and dressing.
- Provided transportation and appointments management.
- Followed nutritional plans to prepare optimal meals.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
CSR/Phone Banker
Wells Fargo Bank
07.2011 - 11.2014
- Product Sales
- Account Review
- Explain charges and services
CSR/Billing
Teleperformance/DirecTV
02.2009 - 06.2011
- Detail customer billing using a bill ledger
- Explain monthly charges and programming cost
- Educate on programming and rebate credits
- Accept and process and payment
CSR/Help desk Tech Support
Teleperformance Bellsouth/ AT&T
05.2007 - 07.2009
- Troubleshoot any and all computer and DSL issues business and residential customer may have
- Take supervisor call as requested by customers
- Assist with maintaining AT&T hardware and software
- Schedule appointments as needed
- Assist with new service orders
Secretary
Tuomey Healthcare System
10.2003 - 02.2007
- Data Entry
- Maintain database
- Schedule staff Meeting
- Timekeeper (payroll)
- Schedule staff viewing of mandatory policies and video
- Collect and update Policy and Procedure Manual as new laws come available
- Create and graph charts and track yearly trends and progress
- Compose and revise memos and forms
- Maintain and effective and open line of communication between Health Reach and other Departments
- Order supplies and equipment
- Complete reports and deliver reports to the proper personnel promptly
Education
Associate degree - computer Information System
Saint Leo University
06.2006
Certificate - Medical Terminology, Medical Coding
Central Carolina Technical College
Sumter, SC06.2000
Skills
- Communication Skills
- Interpersonal Skills
- Leadership Ability
- Technology
- Social media marketing
- Policy analysis
- Cold calling
- CRM software
- Customer service
- Licensed insurance agent
- Insurance sales
- Customer needs assessment
- Risk management
- Rapport building
- Lead prospecting
- Teamwork and collaboration
- Multitasking Abilities
- Reliability
- Call center customer service
- Excellent communication
Certification
- + Certification, 3 Weeks
- Medical Coding
- Medical Terminology
- Knonos (timekeeper)
- South Carolina, Insurance Producer, Accident & Health or Sickness, Life
- Plus 11 other states
Timeline
Licensed Insurance Sales Agent
TTec / Kaiser Permenante
10.2024 - 01.2025
Customer Service Rep
Nexrep/Teladoc Health
05.2022 - 12.2024
License Insurance Sales Agent
Teleperformance/UHC/Humana
07.2020 - 12.2022
Independent Agent
Henderson -Locke/AIL
06.2020 - 07.2020
Home Support Worker
Self-employeed
11.2014 - 04.2020
CSR/Phone Banker
Wells Fargo Bank
07.2011 - 11.2014
CSR/Billing
Teleperformance/DirecTV
02.2009 - 06.2011
CSR/Help desk Tech Support
Teleperformance Bellsouth/ AT&T
05.2007 - 07.2009
Secretary
Tuomey Healthcare System
10.2003 - 02.2007
Certificate - Medical Terminology, Medical Coding
Central Carolina Technical College
Associate degree - computer Information System
Saint Leo University
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