HILDAMARIE VELEZ
Seffner,Fl
Summary
With more than 13 years of industry experience as a healthcare insurance Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
12
12
years of professional experience
1
1
year of post-secondary education
1
1
Certification
1
1
Language
Work History
State Sales Support Admin. MS, LA, AL, GA
Centene WellCare
Tampa, FL
01.2022 - Current
- Developed comprehensive training materials by working closely with various departments to track industry trends and incorporate new training modules for both internal and external staff in various formats, including PowerPoint presentations, Excel spreadsheets, PDF documents, and videos.
- Developed content for consumer facing sales materials for Limited Medical, Short Term Medical, Accident Insurance, Life Insurance, AD&D, AME, Critical Illness, Cancer Insurance, Travel Insurance, Prescription Discount, Vision Insurance, Dental Insurance, Legal Tax Discount, Telemedicine Services, Sales processes, and more.
- Ensured training materials were informative, engaging, and aligned with regulatory guidelines.
- Supervised a team of 2 individuals, assigning tasks and providing ongoing monitoring to ensure successful task completion.
Remote / Hybrid - Product Specialist
Health Insurance Innovations
Tampa, FL
09.2017 - 02.2020
- Developed comprehensive training materials by working closely with various departments to track industry trends and incorporate new training modules for both internal and external staff in various formats, including PowerPoint presentations, Excel spreadsheets, PDF documents, and videos
- Developed content for consumer facing sales materials for Limited Medical, Short Term Medical, Accident Insurance, Life Insurance, AD&D, AME, Critical Illness, Cancer Insurance, Travel Insurance, Prescription Discount, Vision Insurance, Dental Insurance, Legal Tax Discount, Telemedicine Services, Sales processes, and more
- Ensured training materials were informative, engaging, and aligned with regulatory guidelines
- Supervised a team of 2 individuals, assigning tasks and providing ongoing monitoring to ensure successful task completion.
- Researched product's technical specifications and accurately communicated information.
- Liaised between customers and manufacturing to design new product and distribution sales materials.
Senior Processing Specialist & Q.A.
Cognizant
Tampa, FL
09.2016 - 07.2017
- Customer Service Call Center for Emblem Health NY PPO, EPO, HMO, Medicaid, Government health insurance
- Call monitoring and evaluation, providing actionable insights to improve agent performance and enhance the overall customer experience in the contact center for about 120 phone agents
- Developed evaluation forms and methodologies to capture valuable insights, coaching, and training programs
- Collaboration with managers to create and implement corrective action plans, fostering a culture of continuous improvement in the Customer Service Contact Center
- Aiding in the hiring and recruitment processes to ensuring the selection of high-performing top talent.
Team Lead
Freedom/ Optimum/ Easy Choice Medicare Healthcare
Tampa, FL
11.2011 - 05.2016
- Tele Sales & Sales Support Call | Freedom / Optimum / Easy Choice Medicare Healthcare, Successfully led and supervised a team of 6 employees in the agent support department and 30 employees in the tele-sales department
- Conducted quality call reviews and provided coaching to enhance team members' performance and customer service skills
- Developed, updated, and delivered training programs to ensure the team's continuous improvement
- Regularly updated processes to optimize efficiency and effectiveness and served as a subject matter expert in all areas industry and products
- Led key special projects, demonstrating strong project management skills and the ability to drive results.
Education
Bachelor of Science - Business Administration, Healthcare Management
Western Governors University
12.2022 - Current
Associate of Science - Medical Billing And Coding
Everest College - City of Industry
Tampa, FL 05.2001 -
Skills
Team Leadership and TrainingRelationship ManagementVendor ManagementStrategic VisionaryRegulatory ComplianceRisk ManagementLeadership and ManagementQuality ControlSales Support and Customer ServiceAnalytical and Problem-Solving SkillsCompliance and Regulatory KnowledgeCall Center ManagementPerformance ManagementProcess ImprovementTechnological SavvyExperience with Six Sigma/LEAN methodologies
Direct sales
Account management
Time management
Sales processes
Policy and procedure modification
Business administration
Certification
2-15 Life Health & Variable Annuity
Timeline
Bachelor of Science - Business Administration, Healthcare Management
Western Governors University
12.2022 - Current
State Sales Support Admin. MS, LA, AL, GA
Centene WellCare
01.2022 - Current
2-15 Life Health & Variable Annuity
12-2020
Remote / Hybrid - Product Specialist
Health Insurance Innovations
09.2017 - 02.2020
Senior Processing Specialist & Q.A.
Cognizant
09.2016 - 07.2017
Team Lead
Freedom/ Optimum/ Easy Choice Medicare Healthcare
11.2011 - 05.2016
Associate of Science - Medical Billing And Coding
Everest College - City of Industry
05.2001 -