Jennifer Brooks
Athens,TN
Summary
Dynamic professional with a proven track record at UHC, adept at leveraging expertise in insurance consultation and crisis management to achieve high customer satisfaction. Excelled in creating impactful PowerPoints and leading teams to top metrics, including a 20% business increase at Weichert Realtors. Skilled in diffusing tense situations and building trust, demonstrating exceptional interpersonal and presentation abilities. Skilled in over 30 years of customer service experience (internal and external) customer retention and customer training
Overview
30
30
years of professional experience
Work History
Advocate4me M&R High Profile
UHC
10.2022 - Current
Trained and assisted members make the most of their insurance plans. Consulted with members when they are at their worst due to deaths, recent serious health diagnosis, embarrassing health conditions for the member and isolation.
Constructed PowerPoint to assist members on team have an easier time with the task at hand. Lead refresher on dental. Was shadowed by advocates coming back from leave. On old team led in metrics and kudos calls. New team consistently ranked 1 in NAVIDIA leading team in kudos calls high NPS & USE metrics EOM twice in 6mo Creating PowerPoint to assist teammates on delivering NBA’s
Sales - Marketing-Listings
Weichert Realtors
07.2018 - Current
Consulted with new homebuyers or first time, clients. Honest and thorough consultation with clients listening their home resulting in less days on market. Increased business by 20% in first year. Maintained relationships for repeat business and recommendation. Advertising done by word-of-mouth only. Mentored clients in what would be the best purchase for the long-term for them wants versus needs.
Supervisor of Operations
UPS
05.1994 - 03.2013
Trained and assisted members make the most of their insurance plans. Consulted with members when they are at their worst due to deaths, recent serious health diagnosis, embarrassing health conditions for the member and isolation.
Constructed PowerPoint to assist members on team have an easier time with the task at hand. Lead refresher on dental. Was shadowed by advocates coming back from leave. On old team led in metrics and kudos calls. New team consistently ranked 1 in NAVIDIA leading team in kudos calls high NPS & USE metrics EOM twice in 6mo Creating PowerPoint to assist teammates on delivering NBA’s
Education
Various
UHC
40 Hour Mediation Certificate in The State of Illi
Private Instruction
Bachelor Of Science - Human Services Management
University of Phoenix
Phoenix, AZ10.2008
Skills
Ability to diffuse heighten situations Assisting members in understanding difficult insurance while they are frustrated, bringing member to laughter and understanding
Ability to make embarrassing topics for some of our members by making member feel comfortable, safe in building trust
Ability to help one deal with death of partner, creating laughter, and fond memories through tears
Checking in on teammates privately, when mention of difficulty or stress
Maintains relationship through contacts of other teams and past teams
Assisting teammates and trading information to be more successful advocates
Timeline
Advocate4me M&R High Profile
UHC
10.2022 - Current
Sales - Marketing-Listings
Weichert Realtors
07.2018 - Current
Supervisor of Operations
UPS
05.1994 - 03.2013
Various
UHC
40 Hour Mediation Certificate in The State of Illi
Private Instruction
Bachelor Of Science - Human Services Management
University of Phoenix
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