Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
LANGUAGES
Timeline
Generic

Leticia Nicola

Ave Maria

Summary

Ability to establish strong customer relationships and effectively identify customer needs. Proven track record of meeting and exceeding sales objectives. Results-driven professional with years of experience in sales, customer service, and business development. Proven track record of consistently meeting and exceeding sales goals, with an ability to develop and maintain successful relationships with clients. Skilled in data analysis, forecasting, and problem-solving to optimize customer service, increase sales, and identify new business opportunities. Highly motivated self-starter, with a passion for providing exceptional customer service and achieving success.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Dedicated Client Service Partner

The Cigna Group
07.2024 - Current
  • Cultivated strong client relationships through proactive communication and personalized service strategies.
  • Managed client accounts, ensuring timely resolution of inquiries and enhancing overall satisfaction.
  • Developed tailored solutions by analyzing client needs and collaborating with internal teams for effective implementation.
  • Led onboarding processes for new clients, streamlining integration and improving user experience across platforms.
  • Coordinated cross-departmental collaboration to align resources with client objectives, ensuring comprehensive support and success.

SALES CONSULTANT

Chenmed
05.2023 - 12.2023
  • Communicated product features, advantages, and benefits to customers.
  • Ensured customer satisfaction by providing timely responses and support.
  • Used solution selling skills and sales knowledge to prospect new business and close sales calls.
  • Achieved quarterly and annual sales goals by acquiring new customers.
  • Maximized sales opportunities, remaining focused on goals and expectations.
  • Analyzed customer needs and identified solutions to meet their requirements.
  • Adhered to company policies and procedures while meeting organizational goals.
  • Developed tailored sales strategies to meet diverse client needs.
  • Developed and maintained strong client relationships to drive sales growth.

INSURANCE SALES AGENT

The CIgna Group
08.2020 - 04.2023
  • Educated clients on health insurance options and benefits, enhancing decision-making processes.
  • Developed tailored insurance plans to meet diverse client needs, ensuring comprehensive coverage.
  • Analyzed client feedback to refine product offerings and enhance overall customer satisfaction rates.
  • Enhanced customer satisfaction by providing accurate and timely information on health insurance plans and benefits.
  • Coordinated enrollment periods for group health insurance plans to ensure timely processing of applications and minimize disruptions in coverage for employees.
  • Participated in ongoing professional development opportunities such as webinars or workshops to increase product knowledge and sales skills.
  • Provided exceptional customer service, addressing concerns promptly and professionally to ensure client satisfaction.
  • Educated clients on insurance policies and procedures.
  • Monitored customer feedback and identified areas of improvement.

MEMBER SERVICE SPECIALIST

Avmed
02.2017 - 07.2020
  • Managed multiple tasks simultaneously while meeting deadlines in a fast paced environment.
  • Adhered to company policies and procedures while providing exceptional service to members.
  • Organized paperwork efficiently to streamline processes within the department.
  • Verified accuracy of data entry into computer system before finalizing any transaction.
  • Processed payments for services rendered promptly and accurately using appropriate methods of payment.
  • Collaborated with other departments as needed for successful completion of projects.
  • Participated in meetings regarding changes or updates in policies or procedures.
  • Provided excellent customer service to members by answering inquiries, resolving problems and processing transactions quickly and accurately.
  • Utilized effective communication skills to build relationships with members and co-workers.
  • Maintained a professional attitude while interacting with customers and colleagues.
  • Demonstrated strong problem solving abilities when resolving member complaints or issues.
  • Conducted follow up calls with members after completing transactions or resolving disputes.
  • Analyzed member feedback surveys and provided recommendations for improvement on customer service experience.
  • Maintained confidentiality of all sensitive information pertaining to members' accounts.
  • Developed a thorough understanding of products and services offered by the organization.
  • Developed and maintained positive relationships with customers by providing timely, accurate information and solutions to their inquiries or problems.
  • Handled escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions.
  • Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.
  • Provided exceptional customer service to clients in fast-paced call center environment.
  • Navigated multiple computer systems and applications and utilized search tools to find information.
  • Made appropriate account corrections to resolve customer problems.
  • Built sustainable relationships and trust with customer accounts using open and interactive communication.
  • Conferred with customers by telephone or in-person to provide product or service information.
  • Recorded details of inquiries or complaints to maintain up-to-date records of customer interactions and transactions.
  • Referred unresolved customer grievances to designated departments for further investigation.
  • Followed up promptly on all unresolved cases from previous shifts.
  • Assisted customers in navigating through various web pages on the company's website during their purchase process.
  • Analyzed and collected customer information to prepare product or service reports.
  • Used job-related software to complete contract forms, prepare change of address records or issue service discontinuance orders.
  • Determined charges for services requested and arranged for billing.
  • Read from scripts to promote uniformity and consistency in communications.
  • Obtained and examined relevant information to assess validity of complaints and determine possible causes.

INSIDE SALES REPRESENTATIVE

Humana
05.2016 - 01.2017
  • Developed and maintained strong client relationships through effective communication and personalized service.
  • Led training sessions on new health care regulations, ensuring team adherence and updated knowledge base.
  • Leveraged cross-selling opportunities by identifying potential needs for additional insurance products or services among existing clients.
  • Conducted regular follow-ups with clients to review coverage, discuss policy changes, or offer additional services as needed.
  • Contributed to the development of marketing materials, including brochures, newsletters, and social media content, aimed at promoting health insurance offerings and generating new leads.
  • Educated potential customers about the benefits of various health insurance plans during seminars or one-on-one consultations.
  • Collaborated with team members to share best practices, optimize sales efforts, and improve overall performance.
  • Streamlined the application process for clients by guiding them through paperwork completion and submission efficiently.
  • Generated leads through cold-calling, networking and other outreach methods.

INSURANCE SALES AGENT

United Healthcare
03.2014 - 01.2016
  • Increased sales by identifying client needs and recommending suitable health insurance products.
  • Expanded clientele base through targeted prospecting efforts such as cold calling, networking events, and referrals from satisfied customers.
  • Maintained up-to-date knowledge of industry trends, regulations, and competitor products to provide informed recommendations to clients.
  • Exceeded monthly sales targets by implementing effective sales strategies and promoting company offerings.
  • Improved client retention rates by conducting policy reviews and offering options for optimal coverage based on individual needs.
  • Provided comprehensive product knowledge and guidance to help clients on product selection.
  • Developed sales strategies to increase sales of insurance policies.
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.

Education

HIGH SCHOOL DIPLOMA -

American Christian Academy
Miami, Florida
05.1994

Skills

  • Teamwork
  • Teamwork and collaboration
  • Customer service
  • Time management
  • Computer skills
  • Active listening
  • Adaptability and flexibility
  • Problem resolution
  • Call center experience
  • Medical terminology
  • Goal setting
  • Sales and upselling
  • Call center operations
  • Customer account management

Accomplishments

  • Achieved client satisfaction through effectively helping with benefits.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Documented and resolved members issues which led to outstanding results.

Certification

215

LANGUAGES

Spanish Fluent

Timeline

Dedicated Client Service Partner

The Cigna Group
07.2024 - Current

SALES CONSULTANT

Chenmed
05.2023 - 12.2023

INSURANCE SALES AGENT

The CIgna Group
08.2020 - 04.2023

MEMBER SERVICE SPECIALIST

Avmed
02.2017 - 07.2020

INSIDE SALES REPRESENTATIVE

Humana
05.2016 - 01.2017

INSURANCE SALES AGENT

United Healthcare
03.2014 - 01.2016

HIGH SCHOOL DIPLOMA -

American Christian Academy

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