Technology
Leena Watson
Customer Service Representative
Orange,Texas
Summary
Driven Customer Service Advisor with over 15 years of experience offering personalized, courteous service. Expert at managing insurance sales cycle, prospecting and follow-up support. Skillful in advising current and potential clients on insurance coverage plans and processing applications, payments and corrections. Resourceful and versatile professional with reputation for consistently achieving aggressive sales goals. Demonstrated to solve problems independently and perform at an optimal level. Persuasive Qualifying Specialist with expertise in assessing client needs, advising on coverage options and monitoring insurance claims. Energetic and communicative professional with 15 years of experience. Dedicated to developing meaningful client relationships and offering best solutions for coverage.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
Work History
Insurance Qualifying Specialist
Quantum 3 Media LLC
, North Carolina
03.2023 - Current
- Remote
- Qualify Customer eligibility for Medicare Insurance
- Transferring to licensed Insurance Agents once qualified.
- Maintained high standards of customer service by building relationships with clients.
- Utilized Salesforce to document and track customer account details.
- Communicated effectively with members of operations, finance and clinical departments.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
Licensed Insurance Agent
Assurance IQ
Seattle, Seattle
06.2022 - 03.2023
- Remote
- Listen attentively to new and potential clients, evaluate their needs and their financial statuses, and propose ideal plan options for unique circumstances
- Working knowledge of the insurance industry, insurance products risk management profiles, and related state and federal regulations
- Experience with accounting and or sales lead software
- Basic computer skills with proficiency with Microsoft Office suite
- Work with policyholders to develop and deliver risk management strategies.
- Attended continuing education courses and workshops to gain additional insurance industry knowledge.
- Provided coverage option information to assist clients in protecting assets.
- Upsold additional products and services after identifying customer needs and requirements.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
Insurance Qualifying Specialist
Quantum 3 Media LLC
, North Carolina
10.2021 - 06.2022
- Remote
- Qualify Customer eligibility for Medicare Insurance
- Transferring to licensed Insurance Agents once qualified
- Ensure a positive Customer experience by educating Customers on the features of Medicare
- Outbound calls and warm transfer after qualification
- Establish and maintain productive, informative and proactive relationships with other team members.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
Corporate Call Center Representative
Bekins Northwest
Olympia
01.2019 - 07.2020
- Taking all phone calls
- Answering inquiries about the company including pricing, availability and logistics
- Setting appointments for sales agents
- Inside sales from leads to conversion and proven retention with a commission of $9,380 and a booking revenue of $11,300 between,
- Highly proficient in Salesforce and Movers Suite
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Educated customers on company systems, form completion, and access to services.
Living, Administrative Assistant Manager
Brookdale Senior
Olympia
12.2017 - 03.2018
- Performed general office duties, including answering multi - line phones, routing calls and messages and greeting visitors
- Delivered expert clerical support by efficiently handling a wide range of routine and special requirements
- Interacted with customers professionally by phone , email or in person to provide information and direction.
- Opened, sorted and distributed incoming messages and correspondence to 8 -person team.
- Used Salesforce and Kronos to create presentations, reports and spreadsheets.
- Performed accounting activities by preparing expense reports, purchase orders and invoices.
- Monitored office supplies to order and replenish stock when necessary.
- Improved office efficiency by implementing color-coded filing system and introducing additional time-saving measures.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Entrusted to handle confidential and sensitive situations in professional matter.
Office Administrative Assistant
Cloud Technologies LLC
Olympia
12.2015 - 11.2017
- Supported Staff and Call Center
- Developed and updated spreadsheets
- Delivered top -notch administrative support to Office Staff, promoting efficiency
- Worked closely with Clientele to facilitate needs and assistance.
- Created and updated records and files to maintain document compliance.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Delivered top-notch administrative support to office staff, promoting excellence in office operations.
- Authored business documents to organize and emphasize information quickly and effectively.
- Responded to inquiries from callers seeking information.
- Sorted, opened, and routed mail and deliveries to meet business requirements.
- Routed business correspondence, documents, and messages to correct departments and staff members.
- Managed accounts payable and receivable to gain better sense of overall financial stability and liquidity.
- Identified communication channels to set roadmap to distribute information.
Education
Diploma -
Puget Sound High School
09.1986 - 06.1990
Skills
Over 5 years of Remote Sales experienceundefined
Accomplishments
- Supervised team of 8 staff members.
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
- Monetary Transactions - Handled cash, check, credit and automatic debit card transactions with 100% accuracy.
- Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
Interests
Outdoors
Cooking
Education
Reading, Hiking, Cooking
I want to be present and that includes the things I consume, reading, hiking, cooking.. you name it.
Timeline
Insurance Qualifying Specialist
Quantum 3 Media LLC
03.2023 - Current
Licensed Insurance Agent
Assurance IQ
06.2022 - 03.2023
Insurance Qualifying Specialist
Quantum 3 Media LLC
10.2021 - 06.2022
Corporate Call Center Representative
Bekins Northwest
01.2019 - 07.2020
Living, Administrative Assistant Manager
Brookdale Senior
12.2017 - 03.2018
Office Administrative Assistant
Cloud Technologies LLC
12.2015 - 11.2017
Diploma -
Puget Sound High School
09.1986 - 06.1990
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