Joann Collins
Pflugerville,TX
Summary
Diplomatic customer service professional with over 30 years of experience in fast-paced and high-volume customer-service setting. Proven ability to build and solidify customer relationships, exceed performance goals, develop client loyalty, and create successful solutions. Seeking to use these skills to serve in a Leadership Role to cultivate a motivating, efficient, and supportive work environment and further my career at Baylor, Scott and White.
Overview
31
31
years of professional experience
Work History
Access Service Representative 2
Baylor, Scott and White Medical Center
06.2023 - Current
- Assisted in training new hires on department processes and procedures, contributing to a knowledgeable workforce ready to provide exceptional service to patients.
- Responded promptly to register patients in Emergency department with urgency and empathy
- Collection of payment at time of service when possible
- Proactively identified potential areas for improvement within department processes, proposing solutions that were ultimately implemented successfully across the organization.
- Maintained strict adherence to HIPAA regulations while handling sensitive patient information, ensuring confidentiality and security at all times.
Licensed Insurance Sales Agent
Tesla
01.2023 - 06.2023
- Proactively sought referral opportunities from satisfied customers which led to an increase in new business acquisition.
- Collaborated with underwriters to tailor policies that met clients'' specific needs and requirements.
- Building rapport with potential clients through engaging presentations highlighting the advantages of our insurance products.
- Built long-lasting relationships with clients through excellent communication and attentive service.
Customer Success Associate
Zebra Insurance
09.2021 - 01.2023
- Collaborate with managers and implement strategies to support clients, staff and operation goals
- Analyze and process confidential company and customer data while completing administrative task such as preparing product or service reports while providing action plans to address and resolve issues
- Answer calls and queues while prioritizing customer satisfactions, first contact resolution and reducing customer wait times
Teleservice Representative
Harte Hanks
02.2019 - 07.2021
- Consulted over 200+ Blue Cross/Blue Shield Federal employees and Medicare recipients per month providing education, information and guidance with enrolling in their respective healthcare programs
- Conducted assessments on agents to monitor and measure quality assurance with internal and external quality standards, coaching team members who were below the 75% benchmark on improvement plans
- Initiated operational improvement with new system and provided support and constructive feedback to peers during the transition, while being a strong team player implementing team building activities resulting in increased team morale
Customer Service Representative
LogistiCare Solutions LLC.
09.2018 - 01.2019
- Schedule non medical transportation appointments, set up for meals and lodging for medicaid clients in call center environment.
- Developed reputation as an efficient service provider with high levels of accuracy.
- Communicated all guidelines and policies per the State of Texas to customers.
- Answered average of 50 calls per day, addressing customer inquiries and solving problems.
Customer Service Representative
Harte Hanks Inc
06.2018 - 10.2018
- Received phones calls from FedEx clients who needed assistance tracking packages, online support, locate pickup/drop off facilities.
Sales Advisor
Club Demonstrations Services
06.2018 - 09.2018
- Educated customers on promotions to enhance sales while consistently meeting over 85% of sales quota
- Demonstrated a variety of consumer goods during events resulting in reaching sales goals for a variety of vendors
- Incorporated public speaking, sales and marketing skills while interacting customers and influencing purchase decisions, resulting in increased sales
Customer Service
Charter Communications, Spectrum
05.2017 - 06.2018
- Consistently provided first contact resolution for customers with concentration on retention and sales, resulting in a 10% growth in new and existing customers
- Exceeded services levels throughout company for 10 consecutive months despite high call volumes averaging 55+ calls per shift at call center
- Delivered quality concierge services while assisting customers with sales transactions, service inquires, and technical support
Enrollment Broker
MAXIMUS, Inc
05.2015 - 05.2017
- Responded to an average of 60 calls from customers inquiries efficiently and effectively regarding health insurance plans, finding providers and medical facilities, assisted in making appointments
- Assist customers in enrolling into a medical plan and successfully connecting customers to resources in community
- Educating customers by reading and interpreting elements within the application for health insurance
Prepared and presented proposal for change to Management for employees to work from home
Sales/Customer Service
Time Warner Cable
09.2013 - 04.2015
- Sell complete cable packages, upgrade existing accounts while retaining customers business
- To promote excellent customer by assisting customers by answering questions, trouble shooting at level one and solving problems.
- I meet and exceeded company goals of average handle time, customer satisfaction, adherence and other metric requirements
Small/Med Business Resolution/Tax Specialist
Dell Financial Services
10.2006 - 10.2010
- Investigate and resolve conflict issues, complaints, billing questions
- Promoted to implement and organize new department and became the team lead
- Successfully led a project (7,500 hours), with a goal of reducing the hours involved of refunding sales tax charged in error to small and medium businesses. I collaborated with other departments and reduced the time of 23 days to 12 hours
- First chosen in Pilot Program to work from home
- Managed a high-volume workload within a deadline-driven environment resolving an average of 100 cases each week while meeting performance metric
Licensed Insurance Agent/Customer Service
Eastwood Insurance
08.2004 - 10.2006
- Sold auto insurance policies, communicated guidelines and insurance laws to customer.
- Problem resolution representative, mediating/assisting customers and agents
- Received payments, enter all data, made policy changes
- Inbound and outbound calls to customers.
Underwriter/Licensed Agent
Progressive Insurance Company
04.2002 - 06.2004
- Handled incoming calls from policyholders, resolving problems and making changes to policies
- Consistently exceeded goals of company allowing me to assist managers and facilitate peers to meet company goals
- Facilitated calibrations, performed side-by-sides with representatives who demonstrated an opportunity for learning in order to meet the quality
- Evaluate employee key performance indicators and identify training needs and development opportunities
- Trained and prepared customer service representatives to successful pass the test to become licensed agents
Underwriter/Customer Service Representative
New York Life Insurance Company
04.1994 - 08.2001
- Processed payments, policy changes, reinstatement of life insurance policies, beneficiary changes, surrendering policies, processed loan and dividend disbursements
- Responsible for SEC Products and compliance thereof, Annuities and Registered Products
- Successfully completed three segments of LOMA
Education
GED -
Cuyahoga Community College
Cleveland, OHAssociate of Arts - Paralegal
Academy of Court Reporting
Cleveland, OH2002
Skills
- Operations Management
- Customer Management
- Team Building and Training
- Strong Communication Skills
- Conflict Resolution
- Adaptability
- Team liaison
- Proficient in computer use
- Multitasking skills
- Minimal supervision
Timeline
Access Service Representative 2
Baylor, Scott and White Medical Center
06.2023 - Current
Licensed Insurance Sales Agent
Tesla
01.2023 - 06.2023
Customer Success Associate
Zebra Insurance
09.2021 - 01.2023
Teleservice Representative
Harte Hanks
02.2019 - 07.2021
Customer Service Representative
LogistiCare Solutions LLC.
09.2018 - 01.2019
Customer Service Representative
Harte Hanks Inc
06.2018 - 10.2018
Sales Advisor
Club Demonstrations Services
06.2018 - 09.2018
Customer Service
Charter Communications, Spectrum
05.2017 - 06.2018
Enrollment Broker
MAXIMUS, Inc
05.2015 - 05.2017
Sales/Customer Service
Time Warner Cable
09.2013 - 04.2015
Small/Med Business Resolution/Tax Specialist
Dell Financial Services
10.2006 - 10.2010
Licensed Insurance Agent/Customer Service
Eastwood Insurance
08.2004 - 10.2006
Underwriter/Licensed Agent
Progressive Insurance Company
04.2002 - 06.2004
Underwriter/Customer Service Representative
New York Life Insurance Company
04.1994 - 08.2001
Associate of Arts - Paralegal
Academy of Court Reporting
GED -
Cuyahoga Community College
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