KERRY-ANN MARTIN FAGAN
Brooklyn
Summary
Dynamic professional with extensive experience in compliance and client management at NYState of Health. Proven track record in strategic planning and problem-solving, enhancing customer satisfaction. Recognized for training and mentoring staff, resulting in increased team productivity and operational efficiency. Committed to delivering exceptional service and fostering strong client relationships.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Broker
NYState of Health
New York
10.2025 - Current
- Ensured adherence to strict Marketplace policies, including HIPAA privacy and security standards.
- Accurately recorded and submitted all required information for NY State of Health eligibility and enrollment.
- Managed client records and processed eligibility actions efficiently using a dedicated Broker Portal.
- Secured agreements and certificates of appointment with various insurance carriers participating in NY State of Health.
Accident and Health Insurance Agent
Aflac
New York
08.2025 - Current
- Consulted with business owners and HR professionals to provide supplemental employee benefits.
- Educated clients on Aflac policies, highlighting direct cash benefits for out-of-pocket expenses.
- Prospected and conducted cold calls to secure appointments and expand client base.
- Enrolled employees in chosen supplemental plans for enhanced financial protection.
Customer Support Representative
Crate & Barrels
Panama City Beach
10.2021 - 05.2025
- Manage high volume of customer interactions through calls, chats, and emails efficiently.
- Resolved diverse customer issues, enhancing satisfaction and loyalty.
- Built strong customer relations by exceeding service expectations.
- Documented interactions accurately in call center database.
- Facilitated order placement and delivery scheduling for seamless service.
- Facilitated customer engagement by actively listening and addressing concerns, fostering loyalty and enhancing overall satisfaction.
- Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
Supervisor
Broadwalk Resorts
Panama City Beach
06.2018 - 03.2023
- Manage over 56-86 person seasonally.
- Set schedules and orientate activities and task.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Authorized to hire and release of employment.
- Inspection of all rooms before and after cleaning.
Customer Support Representative
Harte Hanks/HBO Max
01.2021 - 10.2021
- Handled high volumes of calls and emails, ensuring prompt resolutions and customer satisfaction.
- Resolved device issues, enhancing user experience and documenting interactions for quality service.
- Fostered customer relationships, boosting loyalty and satisfaction through effective communication.
- Collaborated with technical teams to troubleshoot compatibility, ensuring seamless HBO Max use.
- Identified customer needs, providing solutions that improved service quality and user experience.
- Remote Position
Brand Specialist/Customer Service Representative
Inktel Contact Solutions
Miramar
10.2019 - 01.2021
- Efficiently managed calls, emails, chats, boosting customer satisfaction.
- Built strong customer ties, improving retention measurably.
- Resolved customer issues, providing effective solutions.
- Maintained accurate interaction records for clarity.
- Proactively engaged customers, enhancing brand loyalty.
Technical Support
Support.com
California
09.2016 - 09.2019
- Resolved network issues, enhancing connectivity and user satisfaction.
- Customized router settings, optimizing home network performance.
- Assisted with device connectivity, improving user experience.
- Troubleshot systems, ensuring seamless internet access.
- Provided empathetic support, fostering customer trust.
- Provided exceptional technical support, leading to commendation from company's senior management.
- Enhanced team productivity by providing timely technical support for hardware and software issues.
Education
Bachelor of Science - Pharmaceutical Medicine
University of Florida
Florida, NY11.2025
MBA - Marketing/Marketing Management, General
University of Technology
Jamaiaca01.2008
Skills
- Training and mentoring
- Goal orientation
- Staff management
- Customer service
- Attention to detail
- Employee motivation
- Problem solving
- Strategic planning
- Inventory management
Hobbies and Interests
- I enjoy learning new things
- Traveling and interacting with people
- Cooking new dishes
- Being family oriented
Certification
Accident and Health License
References
References available upon request.
Timeline
Broker
NYState of Health
10.2025 - Current
Accident and Health Insurance Agent
Aflac
08.2025 - Current
Customer Support Representative
Crate & Barrels
10.2021 - 05.2025
Customer Support Representative
Harte Hanks/HBO Max
01.2021 - 10.2021
Brand Specialist/Customer Service Representative
Inktel Contact Solutions
10.2019 - 01.2021
Supervisor
Broadwalk Resorts
06.2018 - 03.2023
Technical Support
Support.com
09.2016 - 09.2019
Bachelor of Science - Pharmaceutical Medicine
University of Florida
MBA - Marketing/Marketing Management, General
University of Technology