Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Jessica Zackery

DAYTONA BEACH,FL

Summary

Dynamic sales and customer service professional with extensive experience, excelling in employee training and performance monitoring. Proven ability to enhance customer engagement and drive sales through effective communication and conflict resolution. Skilled in data entry and KPI tracking, fostering a high-performing team environment.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Licensed Medicare Field Agent

Humana
DAYTONA BEACH, FL
10.2023 - 03.2025
  • Monitored clients' insurance coverages to ensure changing needs were met.
  • Sought out new clients and developed clientele by networking to find new customers.
  • Participated in training sessions designed to enhance knowledge of products and services.
  • Created promotional materials such as flyers, brochures, and ads to increase brand awareness.
  • Identified new sales opportunities through networking activities.
  • Analyzed customer feedback to improve service delivery processes.
  • Managed relationships with existing customers by responding promptly to inquiries or complaints.
  • Collaborated closely with colleagues from various departments within the organization.
  • Conducted in-home and group presentations to provide detailed explanations of policy guidelines and benefits to clients and families.
  • Calculated premiums and established payment methods, receiving customer payments and issuing receipts.
  • Managed multiple assignments simultaneously while meeting tight deadlines.
  • Developed strong working relationships with vendors that provided goods or services related to field operations.
  • Maintained consistent customer contact to determine satisfaction level, gather information and solve problems.
  • Counseled prospects and policyholders on coverage, limits and regulations.
  • Used mailings and phone solicitation and made presentations to groups at company-sponsored gatherings to gain new clientele.
  • Educated customers about product features, benefits, warranties.
  • Completed day-to-day duties accurately and efficiently.

UHC MA Sales/Customer Service, Trainer/Inbound Sales Agent/Inbound Customer Service Supervisor

TELPERFORMANCE
Port St. Lucie, FL
08.2016 - 10.2023
  • Answer inbound sales calls for Medicare eligible members that may need to apply or change their plans
  • Using different programs to find the best possible plan for the member
  • Looking up medications, doctors and comparing different benefits, that may help member to keep down cost
  • Enrolling consumers into MAPD/PDP plans
  • Keeping a detailed log of my calls throughout the day for record of my daily stats
  • Training new employees on the product/Training the process of completing an enrollment
  • Data entry, reading reports and calculating missed time for all new agents
  • Training classes of 24 agents or less
  • As a customer supervisor I oversee up to 20 advocates
  • My daily duties include time edits, call monitoring and coaching advocates
  • Complete daily deliverables (AOFs, Coaching advocates, Reports)

Sales Team Lead

E-Telequote
06.2020 - 04.2022
  • Company Overview: Virtual
  • Partner with clients in curriculum design and modification as well as develop associated supporting materials
  • Ensure that all trainees are actively engaged in the training process through the planning and implementation of activities and incentives
  • In conjunction with supervisors and management staff, work with team members in the continued development of associates to reach optimal performance
  • Conduct ongoing refresher and cross-training modules in critical areas as identified by the quality and operations teams
  • Monitor, track and evaluate associate performance based upon pre-determined Key Performance Indicators (KPI’s) and provide personal feedback to associate to ensure all goals are met and Everise standards are adhered to
  • Be the constant presence on the production floor and actively interact with associates to ensure that they are engaged in productive work and systems are functioning properly
  • Ensure that underperforming associates meet client expectations through the creation and implementation of written action plans
  • Resolve customer escalations
  • Virtual

Customer Service Representative

MAXIMUS
Fort Pierce, FL
01.2014 - 09.2014
  • Company Overview: Fort Pierce, FL
  • Interview clients and take their calls to provide customer service and obtain information on claims
  • Process, prepare, and submit business or government forms, such as submitting applications for coverage to insurance carriers
  • Process and record new insurance policies and claims
  • Review and verify data, such as age, name, address, and principal sum and value of property on insurance applications and policies
  • Collect initial premiums and issue receipts
  • Modify, update, and process existing policies and claims to reflect any change in beneficiary, amount of coverage, or type of insurance
  • Notify insurance agent and accounting department of policy cancellation
  • Transcribe data to worksheets and enter data into the computer for use in preparing documents and adjusting accounts
  • Ensure that policy requirements are fulfilled, including any necessary medical examinations and the completion of appropriate forms
  • Explain features, advantages and disadvantages of various policies to promote sale of insurance plans
  • Calculate premiums and establish payment methods
  • Fort Pierce, FL

Security Officer

ALLEGIANCE SECURITY GROUP
West Palm Beach, FL
04.2012 - 03.2013
  • Company Overview: West Palm Beach, FL
  • Monitor and authorize entrance and departure of employees, visitors, and other persons to guard against theft and maintain security of premises
  • Write reports of daily activities and irregularities such as equipment or property damage, theft, presence of unauthorized persons, or unusual occurrences
  • Answer alarms and investigate disturbances
  • Circulate among visitors, patrons, or employees to preserve order and protect property
  • Answer telephone calls to take messages, answer questions, and provide information during non-business hours or when the switchboard is closed
  • Patrol industrial or commercial premises to prevent and detect signs of intrusion and ensure security of doors, windows, and gates
  • Warn persons of rule infractions or violations, and apprehend or evict violators from premises, using force when necessary
  • West Palm Beach, FL

Sales Associate/ 3rd Key Holder

CITI TRENDS
Fort Pierce, FL
12.2009 - 06.2011
  • Company Overview: Fort Pierce, FL
  • Provide customer service by greeting and assisting customers, and responding to customer inquiries and complaints
  • Direct and supervise employees engaged in sales, inventory-taking, reconciling cash receipts, or in performing services for customers
  • Assign employees to specific duties
  • Enforce safety, health, and security rules
  • Perform work activities of subordinates, such as cleaning and organizing shelves and displays and selling merchandise
  • Describe merchandise and explain use, operation, and care of merchandise to customers
  • Recommend, select, and help locate or obtain merchandise based on customer needs and desires
  • Compute sales prices, total purchases and receive and process cash or credit payment
  • Answer questions regarding the store and its merchandise
  • Maintain knowledge of current sales and promotions, policies regarding payment and exchanges, and security practices
  • Watch for and recognize security risks and thefts, and know how to prevent or handle these situations
  • Inventory stock and requisition new stock
  • Ticket, arrange and display merchandise to promote sales
  • Exchange merchandise for customers and accept returns
  • Clean shelves, counters, and tables
  • Help customers try on or fit merchandise
  • Open and close cash registers, performing tasks such as counting money, separating charge slips, coupons, and vouchers, balancing cash drawers, and making deposits
  • Bag or package purchases, and wrap gifts
  • Fort Pierce, FL

Education

High School Diploma -

Fort Pierce Central High School
Fort Pierce, FL
06.2004

Skills

  • Excellent Communication skills
  • Ability to stand for long periods
  • Strong computer skills
  • Great organizational qualities
  • Great customer service experience
  • Face to face and over the phone professional presence
  • Employee training
  • Sales techniques
  • Data entry
  • Customer service
  • Performance monitoring
  • Team leadership
  • KPI tracking
  • Engagement strategies
  • Conflict resolution
  • Public speaking
  • Presentations and demonstrations
  • Materials preparation
  • Brand building and awareness

Certification

  • Licensed Health and Life Insurance Agent, W332273
  • All lines Adjuster
  • 2044 Property and Casualty

Timeline

Licensed Medicare Field Agent

Humana
10.2023 - 03.2025

Sales Team Lead

E-Telequote
06.2020 - 04.2022

UHC MA Sales/Customer Service, Trainer/Inbound Sales Agent/Inbound Customer Service Supervisor

TELPERFORMANCE
08.2016 - 10.2023

Customer Service Representative

MAXIMUS
01.2014 - 09.2014

Security Officer

ALLEGIANCE SECURITY GROUP
04.2012 - 03.2013

Sales Associate/ 3rd Key Holder

CITI TRENDS
12.2009 - 06.2011

High School Diploma -

Fort Pierce Central High School

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Jessica Zackery