Summary
Overview
Work History
Education
Skills
Certification
Timeline
Volunteer
Latisha Salim

Latisha Salim

Phoenix,AZ

Summary

High volume Inbound/outbound Customer Service Specialist with over 20 + years of experience who is detail-oriented and well-organized, possessing an Excellent aptitude in customer service. Exceptional communication and problem-solving skills. Overall, patient, calm, and pleasant to work with, professional, have excellent active listening skill pays attention to detail with a willingness to learn and broaden skills

That provides the ability to service a diverse clientele and will make a significant contribution to the establishment.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Licensed Insurance Agent

Clear Match Medicare
04.2021
  • Sell and review clients' health care plan options, help them evaluate their needs and coverage, determine eligibility,
  • Provided valued service as a health care Advisor to determine a plan that best fits their needs and budget
  • Evaluating risk utilizing rules and guidelines bind coverage with center of Medicare Services
  • Make recommendations about obtaining insurance and help people understand their options for a prescription drug, vision, and dental policies
  • Enrollment Specialist Department, enrolling clients in Medicare Advantage/Supplement plans
  • Adhering to the streamlined process by assuring strict guidelines
  • Collaborating with different departments to ensure efficiency
  • Enrollment Verification Department complying with guidelines and federal regulations of the center of Medicare Services high inbound call volume
  • Retention specialist outbound calls working with clients to increase brand loyalty and revenue
  • Focusing on retaining existing businesses by delighting customers and finding solutions
  • Amplicare Department partnered with HPOne to help retain the clientele of their pharmacy partners’ Medicare-eligible patients.

Licensed Insurance Agent

Guide well Connect
Tempe, AZ
08.2018 - 12.2021
  • Sell health insurance products to individual Under 65 and/or Over 65 consumers in a call center environment
  • Support both inbound (90%) and outbound calls to Consumer prospects through market driven and marketing campaigns
  • Ensure all customers are warmly greeted via Branded call opening, their needs are assessed quickly, and they are referred to the appropriate setting, person, information, or tools to address their needs
  • Analyze customer needs and match to appropriate insurance product solutions
  • Present and explain recommended product solutions, including benefits, features, company services, operation processes; present alternatives as appropriate
  • Facilitate application process; advise customers of eligibility and follow established procedures to adhere to department and federal guidelines
  • Promote and facilitate APO (Automated Payment Options) enrollment and set up
  • Review with and deliver product fulfillment materials to customers
  • Maintain inbound availability to support telephone service levels and customer satisfaction.

Roadside Assistance Agent/Sales and Reservations

UHAUL Inc
Phoenix, AZ
01.2018 - 05.2018
  • Worked for U-Haul Corp in 2 positions Roadside and sales and reservations
  • Assisted customers with roadside service with U-Haul equipment transferred to sales and reservation team where assisted customers within bound customer service and Reservations for U-Haul equipment.

Customer Service Representative

Synergy Solutions
Phoenix, AZ
08.2017 - 01.2018
  • Worked for Shutterfly Customer Service as a seasonal temp
  • Agent
  • Assisted customer with inbound customer service and general questions
  • Also Inbound represented for Blue cross blue shield taking inbound call for clients who need assisting find coverage or doctors with their
  • Medical plan.

Customer Service Representative

FLS CONNECTION
Phoenix, AZ
07.2015 - 09.2015
  • Answered a high volume of telephone calls from customers regarding donations
  • Handled outbound calls for many Political Republican Paries and Conducted research
  • Maintained contact and followed up on problems that required special handling
  • Recognized by customers who appreciated my extra efforts

Customer Service Representative

FSU
Phoenix, AZ
10.2014 - 07.2015
  • Answered customers questions about products, prices, availability, product uses, and credit terms
  • Consulted with clients after sales or contract signings to resolve problems and to provide ongoing support
  • Contacted regular and prospective customers to demonstrate products, explain product features, and solicit orders
  • Estimated and quoted prices, credit and contract terms, warranties, and delivery dates
  • Recommended products to customers, based on customers’ needs and interests
  • Enrolled customer in a Utility Assistance Program to save money and kwh on energy billVeteran Benefit Consultant

Customers Service/Sales Associate

Gruber Power
Phoenix, AZ
07.2014 - 10.2014
  • Implemented corporate and departmental policies, procedures, and service standards
  • Provided employees with guidance in handling difficult or complex problems and in resolving escalated complaints or disputes
  • Transferred calls to VA Specialist to update client with beneficial VA Benefits and procedures
  • Asked clients pre-qualifying questions based on mortgage and property or selling credit score and additional programs the customer is eligible for and any other details that is necessary using logic and reasoning to identify customer is eligible for and any other details that is necessary using logic and reasoning to identify strengths and weaknesses of alternative solutions, conclusion, or approaches to problems

Deregulated Energy Consultant

G5 Total Marketing
Phoenix, AZ
10.2013 - 07.2014
  • Answered a high volume of outbound telephone calls from customers regarding deregulated energy and utility assistance for low income customers provided referrals to customers needing a reduction on kwh to say money on energy bill
  • Maintained contact and followed up on problems that required special handling
  • Provided marketing support by making outbound sales calls for special promotions
  • Recognized by customers who appreciated my extra efforts
  • Researched and responded to customer inquiries and explained transactions to their satisfaction
  • Customer Service and Sales

Customer Service Assistant

West Business Service
Mesa, AZ
11.2009 - 12.2010
  • Handled emotional customers with delicacy, listening empathically while maintaining policy and company procedure
  • Handled inbound and outbound calls for Direct TV, transferred customer service to new location
  • Assisting customers on account information and upgrades on equipment and warranty and bundling services
  • Speaking and talking to others to convey information effectively
  • Actively looking for ways to help customers to save more and updated customers on promotions
  • Updated customer Accounts and added credits if necessary

Customer Service Representative

Affinitas
Mesa, AZ
01.2009 - 08.2009
  • Answered a high volume of telephone calls from customers regarding payments, returns and charges to accounts
  • Assisted customers in the selection of products
  • Maintained contact and followed up on problems that required special handling
  • Provided marketing support by making outbound sales calls for special promotions
  • Recognized by customers who appreciated my extra efforts
  • Researched and responded to customer inquiries and explained transactions to their satisfaction
  • Business to Business outbound call for American Express, consulted with gates keeper of business to analyze business requirements into service solutions.

Education

GED -

Frank X. Gordon
Mesa, AZ
11.2008

Skills

  • Customer Service, High Volume Call Center handling inbound/outbound calls, Proficient in Microsoft, Office, Word, PowerPoint, and outlook
  • KEY PROFICIENCIES
  • Quotes and Sales
  • Regulatory Requirements
  • Excellent customer service
  • Accurately record, remember, and verbally communicate with others to produce rapport
  • Consistently maintain a positive attitude
  • Comprehensive written and verbal communication skills
  • Ability to balance multiple tasks simultaneously
  • Knowledge of Microsoft Office, Word, Excel, PowerPoint, Outlook
  • Ability to set goals and meet objectives efficiently
  • Ability to solve and sell customers' queries
  • Highly organized and detailed orientated
  • Resident Certified Licensed Insurance Agent State of AZ, Non resident Licensed Agent with States outside of residency I have experience with Under 65 and Medicare Supplement and Advantage Plans
  • Vision and Dental Insurance
  • Insurance Coverage Verification

Certification

  • Certified Licensed Insurance Agent

Timeline

Licensed Insurance Agent

Clear Match Medicare
04.2021

Licensed Insurance Agent

Guide well Connect
08.2018 - 12.2021

Roadside Assistance Agent/Sales and Reservations

UHAUL Inc
01.2018 - 05.2018

Customer Service Representative

Synergy Solutions
08.2017 - 01.2018

Customer Service Representative

FLS CONNECTION
07.2015 - 09.2015

Customer Service Representative

FSU
10.2014 - 07.2015

Customers Service/Sales Associate

Gruber Power
07.2014 - 10.2014

Deregulated Energy Consultant

G5 Total Marketing
10.2013 - 07.2014

Customer Service Assistant

West Business Service
11.2009 - 12.2010

Customer Service Representative

Affinitas
01.2009 - 08.2009

GED -

Frank X. Gordon
  • Certified Licensed Insurance Agent
Latisha Salim