LISANDRA ANGULO
Fort Lauderdale,FL
Summary
Results-oriented Medicare telesales professional with 7+ years of experience in high-volume sales environments. Leveraged individual sales success and leadership skills to train new hires, coach vendor agents, and manage escalations. Focused on CMS compliance, utilizing AI tools to optimize performance and develop agents through data-driven coaching. Seeking a supervisory role emphasizing team development and performance enhancement.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Telesales Insurance Agent
Devoted Health
08.2023 - Current
- Exceeded sales targets in a high-volume environment, achieving 800+ new enrollments and 400+ plan changes
- Conducted needs assessments using active listening and targeted questioning to provide tailored, compliant solutions for clients
- Leverage CRM systems and AI-assisted tools to streamline workflows, improve documentation accuracy, and optimize conversion rates
- Supported inbound and outbound campaigns, building strong rapport and trust with diverse member populations to enhance customer experience
- Maintained performance during peak enrollment periods through effective time management, adaptability, and resilience
Subject Matter Expert - Medicare Telesales
UnitedHealthcare
06.2022 - 08.2023
- Trained and supported 100+ new hire and vendor agents, improving onboarding success and early production performance
- Delivered structured onboarding support, building CMS-compliant sales skills, system proficiency, and product knowledge
- Coached vendor agents during AEP, improving conversion rates through real-time compliance guidance
- Monitored performance data to identify skill gaps and provide targeted coaching for continuous improvement
- Managed member escalation calls with empathy, enhancing customer trust and retention
- Collaborated cross-functionally on product rollouts and process improvements, serving as the telesales subject matter voice
- Developed and presented business cases, reports, and training materials to leadership, translating frontline insights into strategies for operational enhancement
Medicare Insurance Agent
UnitedHealthcare
06.2019 - 06.2022
- Achieved 3,000+ Medicare enrollments in a high-volume call center environment
- Managed 50+ daily calls across AEP, OEP, and lock-in cycles, consistently exceeding sales targets while maintaining zero compliance violations
- Guided members in English and Spanish through plan selection and enrollment, enhancing benefits understanding and satisfaction levels
- Trained new agents on compliance and sales strategies, building a knowledgeable team to improve overall service quality
- Navigated multiple CRM and telephony systems, maintaining accurate documentation to support effective customer interactions
File Clerk, Boutique Specialist
Holman Automotive
Fort Lauderdale, Florida
01.2016 - 03.2019
- Gained experience in customer service, operations, and sales performance to support business goals.
- Created and organized a comprehensive database of files to facilitate cross-departmental access and collaboration.
Retail Sales Specialist
Dillard's
plantation, FL
07.2014 - 01.2016
- Built lasting customer relationships through attentive service and personalized support.
- Partnered with team members to consistently meet and exceed daily sales goals.
Education
Associate of Science - In Progress
Broward College
Fort Lauderdale, FLSkills
- AEP/OEP Operations
- Sales Strategy & Conversion
- Medicare Compliance (CMS)
- CRM Systems
- Performance Metrics & KPI Tracking
- Client Engagement
- Escalation Management
- Cross-Functional Collaboration
- Training & Onboarding
- Continuous Improvement
- Conflict Resolution
- Team Coaching & Development
- AI & LLM Proficiency
Certification
- Active Florida Health & Life Insurance License, Current
- Medicare Advantage & Prescription Drug Plan (MAPD) Certified
- Annual CMS Compliance & Marketing Guidelines Certification
Languages
- English, Full Professional Proficiency
- Spanish, Full Professional Proficiency
Timeline
Telesales Insurance Agent
Devoted Health
08.2023 - Current
Subject Matter Expert - Medicare Telesales
UnitedHealthcare
06.2022 - 08.2023
Medicare Insurance Agent
UnitedHealthcare
06.2019 - 06.2022
File Clerk, Boutique Specialist
Holman Automotive
01.2016 - 03.2019
Retail Sales Specialist
Dillard's
07.2014 - 01.2016
Associate of Science - In Progress
Broward College