Shirley Panchana
Miami,FL
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Organized and motivated to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
7
7
years of professional experience
Work History
Health Insurance Agent
Etelequote
Remote
08.2024 - Current
- Advised clients on health insurance options, including coverage and cost comparisons.
- Assisted customers with enrollment in health insurance plans and managed administrative paperwork.
- Developed and maintained relationships with clients to ensure satisfaction with services provided.
- Evaluated existing policies to determine changes or modifications needed.
- Explained complex healthcare concepts to customers in an easy-to-understand way.
In Home Expert Manager
AT&T
Miami, FL
03.2020 - 08.2024
- Oversaw address of customer requests for friendly, knowledgeable service and support
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service
- Drove customer escalations to resolution by engaging directly with clients
- Scheduled appointments to meet customer needs and resolve key concerns
- Prepared documentation, reports and logs to identify and manage sales metrics and support process driven activities
- Assessed customer issues, researched solutions and implemented corrective actions to maintain high satisfaction
- Assessed monthly reports to review client activity and identify opportunities
- Enhanced development and drove continuous improvement of project delivery process by providing strong program leadership.
Retail Sales Consultant
AT&T Mobility
Coral Gables, FL
07.2019 - 03.2020
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Documented conversations with customers to track requests, problems and solutions
- Assisted customers in making payments on accounts and setting up payment plans
- Fielded customer complaints and queries, fast-tracking them for problem resolution
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
- Exceeded sales goals and improved profitability by aligning sales strategies and business plans with market trends
- Increased revenue by cultivating and securing new accounts while providing value-added services to existing clients.
Booking Agent
Norwegian Cruise Line
Doral, FL
12.2018 - 02.2019
- Accepted and processed customer payments and applied toward account balances
- Developed productive relationships with business representatives and consulted closely to uncover needs and match available solutions
- Grew customer base by identifying needs for relevant product solutions to fit client budgets and schedules
- Created, guided and executed projects through sales, design and staff management from concept to completion
- Designed timelines for services and alerted customers of changes or updates frequently.
Retail Sales Associate
AT&T Mobility
North Miami, FL
10.2017 - 12.2018
- Greeted each customer and offered assistance in finding requested items, helping boost customer satisfaction and retention
- Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts
- Monitored sales floor to identify customers in need of assistance and merchandise in need of replenishment
- Modified and reconstructed project plans to better align with organizational objectives
- Utilized project schematics, drawings and specifications to complete detailed and highly accurate take-offs
- Sold various products by explaining unique features and educating customers on proper application.
Education
Certificate -
BLS Certification
Remote01-2024
License - Health Insurance Agent
Insurance Agent License
Miami, FL10-2024
High School Diploma -
Miami Coral Park Sr High
06.2013
Skills
- Strong technical acumen
- Self-motivated
- Friendly, positive attitude
- Teambuilding
- Customer relations specialist
- Equipment set up and operation
- Organizational abilities
- Workplace Safety
- Restocking supplies
- Adaptable
- Patient positioning understanding
- Data Collection
Languages
- English, Native/ Bilingual
- Spanish, Native/ Bilingual
Timeline
Health Insurance Agent
Etelequote
08.2024 - Current
In Home Expert Manager
AT&T
03.2020 - 08.2024
Retail Sales Consultant
AT&T Mobility
07.2019 - 03.2020
Booking Agent
Norwegian Cruise Line
12.2018 - 02.2019
Retail Sales Associate
AT&T Mobility
10.2017 - 12.2018
Certificate -
BLS Certification
High School Diploma -
Miami Coral Park Sr High
License - Health Insurance Agent
Insurance Agent License