Johannie Diaz
Windsor,USA
Summary
Dynamic and results-driven health insurance professional with extensive experience in sales and customer service, committed to enhancing consumer experiences at Access Health Connecticut. Adept at delivering clear guidance and compassionate assistance while fostering positive relationships with clients. Proven track record of supporting consumers through complex insurance processes, ensuring satisfaction and trust. Passionate about empowering individuals with the knowledge needed to make informed health insurance decisions.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Sales Customer Service and Broker Services
ConnectiCare / Molina Healthcare INC
10.2024 - 09.2025
- Assisting clients with the enrollment process for health insurance plans: Individual Commercial policies, Exchange policies thru AHCT, Assisting Broker with the application process, eligibility requirements, and enrollment deadlines. Providing support with plan comparisons and helping clients make informed decisions about their coverage.
- Assisting members and Brokers with Inbound and outbound calls, emails, and inquiries from clients regarding their health insurance policies, providing prompt, courteous, and accurate assistance to address their questions and concerns requests with enrollments.
Sr. Sales and Service Associate
ConnectiCare
06.2017 - 10.2024
- Assisting clients with the enrollment process for health insurance plans: Individual Commercial policies, Exchange policies through AHCT and Medicare Advantage Plans, guiding them through application process, eligibility requirements, and enrollment deadlines. Providing support with plan comparisons and helping clients make informed decisions about their coverage.
- Face-to-face interaction with customers as well as respond to inbound and outbound calls, emails, and inquiries from clients regarding their health insurance policies. Providing prompt, courteous, and accurate assistance to address their questions, concerns, and requests.
- Educating clients on the details of their insurance benefits, including coverage options, deductibles, copayments, and out-of-pocket expenses. Clarifying any discrepancies and ensuring clients have a clear understanding of their coverage.
- Helping clients with premium payments, including setting up payment methods, processing payments, and addressing billing inquiries or discrepancies.
- Maintaining accurate and detailed records of client interactions, inquiries, and transactions in the customer service database. Ensuring compliance with data protection and privacy regulations. Weekly audits service and sales interactions. Mentoring staff with any questions and assisting them with customers, teaching staff to be self-sufficient.
Lead Bilingual Call Center Representative
Maximus Federal
06.2014 - 06.2017
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Placed outbound customer service or customer satisfaction calls to follow up on issues. Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Processed application for enrollment health insurance thru the State of Connecticut Health Exchange.
Education
Associate Degree - Tourism Marketing
Morse School Of Business
Hartford, CT06.1997
High School Diploma - undefined
Bloomfield High School
Bloomfield, CT06.1993
Skills
- Service-oriented background
- Effective analytical skills
- Proficient in meeting deadlines while maintaining quality
- Team-oriented and self-sufficient
- Skilled in Microsoft applications and Salesforce
Certification
- State Of Connecticut Insurance Producer License Accident & Health or Sickness,Credit,Travel (Active - Expiration 05/31/2026) License: 18204909
- AHIP Certification 2026
- Access Health Connecticut CAC Certified 2025.
- State OF New York Insurance Producer License Accident & Health or Sickness,Credit,Travel (Active - Expiration 02/27/2026) License : 1835163
- New York State Of Health Marketplace Certification 2024. Certification number : S115177
Languages
English/ Spanish Fully Bilingual
Timeline
Sales Customer Service and Broker Services
ConnectiCare / Molina Healthcare INC
10.2024 - 09.2025
Sr. Sales and Service Associate
ConnectiCare
06.2017 - 10.2024
Lead Bilingual Call Center Representative
Maximus Federal
06.2014 - 06.2017
High School Diploma - undefined
Bloomfield High School
Associate Degree - Tourism Marketing
Morse School Of Business