LaTesha Griffin
Canton,MI
Summary
Experienced Licensed Medicare Sales Agent with a strong background in healthcare customer service and front-end collections. Thrives in fast-paced environments that require exceptional attention to detail, communication, and leadership skills. Committed to delivering superior service with a high level of ethics. Interacts confidently and professionally with individuals at all levels. Results-oriented and resourceful in completing projects and effectively managing multiple tasks.
Customer service professional with strong focus on team collaboration and achieving results. Demonstrates effective communication, problem-solving, and conflict resolution skills. Adaptable and reliable with proven track record of leading teams through changing needs and challenges. Recognized for fostering supportive and productive work environment.
Overview
14
14
years of professional experience
Work History
Sales Customer Service Representative Team Lead
Assurance IQ
03.2022 - 05.2024
- Leading and managing a team of customer service representatives
- Monitoring the performance of customer service representatives and providing feedback
- Handling customer inquiries, complaints, and comments, and ensuring issues are resolved in a timely manner
- Providing customer service training to new and existing employees
- Using problem-solving skills to develop ideas, answers, and strategies to assist customers
- Using excellent verbal and written communication skills to convey complex information clearly and effectively
- Collect, review and analyze an applicant’s relevant history and records
- Obtain additional information about an applicant to determine coverage needs
- Determine the level of risk for insuring or lending
- Offer recommendations on whether or not to approve an application
- Help agents determine premium costs
- Evaluate insurance claims for accuracy and the coverage amount
Sales Customer Service Representative
Assurance IQ
02.2021 - 03.2022
- Triage calls prior to transferring calls to sales agents
- Take inbound calls to provide telephonic assistance, guidance, and education to prospective members
- Assist Medicare beneficiaries by providing solutions and coverage options for their general health care needs and supplemental benefits
- Assist prospective members in education and enrollment into products provided by all main Medicare carriers nationwide: Medicare Advantage (Part C), Medigap Supplemental, and Prescription Drug (Part D) plans
- Provide exceptional customer service while maintaining compliance with state and federal guidelines
- Collect, review and analyze an applicant’s relevant history and records
- Obtain additional information about an applicant to determine coverage needs
- Determine the level of risk for insuring or lending
- Offer recommendations on whether or not to approve an application
- Help agents determine premium costs
- Evaluate insurance claims for accuracy and the coverage amount
Medicare Sales Representative
eHealth Insurance
07.2020 - 01.2022
- Provide inbound/outbound telephonic assistance, guidance, and education to prospective members
- Assist Medicare beneficiaries by providing solutions and coverage options for their general health care needs and supplemental benefits
- Assist prospective members in education and enrollment into products provided by all main Medicare carriers nationwide: Medicare Advantage (Part C), Medigap Supplemental, and Prescription Drug (Part D) plans
- Provide exceptional customer service while maintaining compliance with state and federal guidelines
Inside Telesales Representative
Meridian Health/Wellcare/Centene
07.2019 - 07.2020
- Provide inbound/outbound telephonic assistance and/or guidance to prospective members
- Assist Medicare beneficiaries by providing solutions and coverage options for their general health care needs and supplemental benefits
- Assist prospective members in education and enrollment into Meridian/WellCare products: Medicare Advantage (Part C) and Prescription Drug (Part D) plans
- Build and sustain a book of business from inbound/outbound leads, followed by reliable member follow-up
- Achieved 150% of the sales goal during first annual enrollment period for MAPD plans as licensed sales agent
- Maintain compliance with state and federal regulations and receive 95% or above average Quality Assurance approval through auditing tools
Front End Collections Representative
Credit Acceptance
11.2012 - 10.2019
- Handle inbound and outbound calls for delinquent customers
- Provide exemplary levels of customer service; assist customers with past due balances
- Responsible for the coordination of all aspects involved with finalizing the closing process
- Review, analyze and make final determination on loan verification approvals
- Request loan document information from external customer and/or third parties; ensure all customer information is correct, including demographic and contact information
- Set up repayment plans and new terms of sale; record new commitment to repay debt
- Resolve customer complaints by providing appropriate solutions and alternatives for existing loans
- Initiate repossession proceedings
Customer Service Representative
Blue Care Network
10.2017 - 07.2019
- Explain customer benefit packages including but not limited to deductibles, copays, coinsurance and out of pocket maximums
- Verify insurance coverage and benefit levels with various third-party payers and claims
- Monitor and secure referral and authorizations prior to date of service; advise supervisor of any incomplete accounts
- Explain appropriate forms to patients and family to ensure that necessary consent, regulatory forms, and MSP questionnaires are completed correctly
- Assist clients in filling of policy documents and contact them whenever any error is discovered
- Offer information about price quotes to prospective customers
- Manage and protect the reputation of the company
- Maintain strong clientele relationship with customers
Legal Assistant/Collection Agent
Buckles & Buckles, PLC
04.2010 - 11.2012
- Provide administrative and clerical support to office departments; handle inbound and outbound calls; volume of 200+ per day
- Alert manager about cancellations or new meetings; prepare confidential and sensitive documents
- Maintain collections for credit card payments; maintain case costs by verifying outstanding balances with attorneys and providers
- Maintain well-standing of customer accounts; initiate all collection activities via telephone calls, letters and emails for credit cards
- Record new commitment to repay debt and update customer account
- Send statements of delinquencies to credit bureaus
Education
Diploma -
Denby Technical and Preparatory High School
Detroit, MISkills
- Team Management
- CRM software knowledge
- Call center experience
- Complaint Handling
- Team coaching
- Staff Monitoring
- Issue Resolution
- Inside sales
References
Available Upon Request
Timeline
Sales Customer Service Representative Team Lead
Assurance IQ
03.2022 - 05.2024
Sales Customer Service Representative
Assurance IQ
02.2021 - 03.2022
Medicare Sales Representative
eHealth Insurance
07.2020 - 01.2022
Inside Telesales Representative
Meridian Health/Wellcare/Centene
07.2019 - 07.2020
Customer Service Representative
Blue Care Network
10.2017 - 07.2019
Front End Collections Representative
Credit Acceptance
11.2012 - 10.2019
Legal Assistant/Collection Agent
Buckles & Buckles, PLC
04.2010 - 11.2012
Diploma -
Denby Technical and Preparatory High School
Similar Profiles
Lynchie BotexLynchie Botex
Sales Supervisor at Assurance IQSales Supervisor at Assurance IQ
James HaJames Ha
Human Resources Specialist at Assurance IQHuman Resources Specialist at Assurance IQ
Maria MirandaMaria Miranda
Medicare Sales Agent at Assurance IQMedicare Sales Agent at Assurance IQ
Paula MaddenPaula Madden
LEO at University of Michigan School of Social WorkLEO at University of Michigan School of Social Work
RYAN KELLMANRYAN KELLMAN
Photographer & Videographer at RKellmanPhotography, LLCPhotographer & Videographer at RKellmanPhotography, LLC