Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Kelly Caldwell

Kelly Caldwell

Tampa,FL

Summary

Motivated Trainer eager to help new hires advance in knowledge and abilities to meet career goals. Engaging and hands-on instructor with more than 17 years of related experience and superior planning and time management abilities. Real world sales experience in route and Medicare sales. 240 Licensed Health Insurance Broker. Ability to handle multiple projects simultaneously, in high volume contact center's, with a high degree of accuracy, utilizing multiple programs and LMS applications.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Route Sales Representative

DeConna Ice Cream
12.2022 - Current
  • Maintained positive relationships with customers using good communication and follow-through abilities.
  • Maintained up-to-date knowledge of products and services to address customer inquiries
  • Managed product transitions from warehouse to customer site, loading, and unloading in alignment with specifications.
  • Analyzed sales and customer data to identify buying trends and offer recommendations.
  • Utilized route optimization software to plan and manage delivery routes.

Global CCP

United Healthcare Group
04.2022 - 12.2022
  • Established and maintained relationships with global customers, vendors and contractors.
  • Planned and implemented strategies for improving customer service and satisfaction globally.
  • Collaborated with global CCT teams to identify and facilitate member extractions in times of catastrophe.
  • Implemented and enforced global service quality assurance processes.
  • Coordinated with global service teams to resolve customer service issues.

Corporate Sales/Medicare Trainer

HealthPlanOne
08.2020 - 04.2022
  • Routinely trained 17 consecutive weeks of Impact Sales Training classes
  • Schedules and facilitates training to support on-going education for all sales employees to strengthen product knowledge, introduce new products, and support sales and customer service skills
  • Developed and led group training courses to align with corporate sales and service goals.
  • Facilitates the learning process via workshops, virtual sessions, on-the-job trainings, conference calls, one-on-one coaching sessions, and written communications to ensure agents are competent in the areas of product knowledge, compliance, sales presentation, customer service, and communicating the value of HPONE products
  • Designed and implemented sales training program and documentation.
  • Assessed training program effectiveness on regular basis and improved upon deficient areas.

Customer Service Representative

OneSupport
03.2020 - 09.2020
  • Provides support for clients, re Covid-19 Unemployment claims, in a fast paced inbound call center environment.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.

Technical Trainer

IGT (Florida Lottery
10.2018 - 03.2020
  • Traveled daily to different retail locations within the entire state of florida to train managers and staff on the operation of the newest Florida Lottery GT 2000 touch screen scratch of lottery machines.
  • Maintained training logs and communicated with management on each training location
  • Maintained fuel records for rental cars utilized daily.
  • Maintained and submitted receipts for per-diem meals and lodging
  • Traveled to home office in Orlando to pick up training materials.
  • Mapped training schedule daily to ensure accuracy of locations, and the best route possible

Education

Bachelor of Arts - English/Writing

Christopher Newport University
Newport News, VA

Skills

  • 17 years Corporate Training - Customer Service, Sales
  • 16 years Hospitality Industry - Serving, Bartending, Training
  • Safe Vehicle Operations
  • Needs Assessment
  • Client Relations
  • Effective Customer Communication
  • Route Management
  • Issue Resolution

Certification

  • Licensed Health Insurance Agent - September 2020 - Present. NPN7711677

Timeline

Route Sales Representative

DeConna Ice Cream
12.2022 - Current

Global CCP

United Healthcare Group
04.2022 - 12.2022

Corporate Sales/Medicare Trainer

HealthPlanOne
08.2020 - 04.2022

Customer Service Representative

OneSupport
03.2020 - 09.2020

Technical Trainer

IGT (Florida Lottery
10.2018 - 03.2020

Bachelor of Arts - English/Writing

Christopher Newport University

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Kelly Caldwell