Hortense Jnmarie

• Commenced training for Selling Medicare Insurance for 65+ with United Health Care. Failed to Complete training due to medical issues

• Provide home care/management for family member who was unexpectedly placed in hospice due to stage 4 Cancer
• Developed and implemented care plans for clients.
• Improved patients' comfort with massage and application of topical treatments.
• Improved patient well-being by providing compassionate care and maintaining a safe, clean environment.
• Assisted patients with daily living activities, resulting in enhanced comfort and increased independence.

• Enroll Individuals/Family in the Affordable Care Act Health Insurance during the Open Enrollment Period
• Managed approximately 50 inbound and 20 outbound calls per day.
• Authenticate prospects to ensure eligibility for the program
• Calculated quotes and educated potential clients on insurance options.

Managed an average of 50 inbound, outbound and internal call per day

• Responsibilities include booking travel, modifying, and re-protecting passengers
• Advising customers of schedule changes, liaising with suppliers including hotels, airlines, and cars, and internal and external departments with the aim of customer satisfaction
• Handles travel issues, conflicts, complaints, cancellations and refunds
• In-depth knowledge of GDS, and voyager tools
• Excellent customer service skills, active listening, verbal and written communication, serves as SME to assist new hirer to navigate the system while servicing the customer's travel needs
• Working knowledge of communication tools including Health Sherpa, Microsoft Adobe and Microsoft Teams, Emails, Nice/CXone phone system, Softphone, and Vici, Slack and Paylocity
• Provided exceptional customer service by promptly addressing concerns and resolving issues, leading to positive reviews and recommendations from satisfied clients.
• Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments for the company
• Improved client loyalty by consistently exceeding expectations with personalized travel advice and support.
• Resolved unexpected travel disruptions, maintaining calm and providing solutions to ensure client satisfaction.

• Responsibilities include Authenticating clients for the security of their accounts
• Assisting Clients with setting up their online access and password reset, assisting clients in navigating their online accounts, and liaising with other departments with the aim of one call one resolution
• Assisting Clients with setting up their online access and password reset, assisting clients in navigating their online accounts, and liaising with other departments with the aim of one call one resolution
• Managed 50-60 calls per day
• Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.