Lisette Castro
Licensed Agent
San Antonio,Texas
Summary
Proficient Licensed Agent with superior work ethic and expertise in working from scripted responses to resolve customer problems. Driven and responsible with adaptable, solution-oriented nature. Excellent conflict mediator and efficient multitasker. Sales experience. Time management abilities. Quick learner and self-motivated. Strong verbal and written communication. Prone to accuracy and pay attention to detail. Good organizational skills.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Brokerage Sales Representative
HeathPlan One
05.2021 - Current
- Telesales agent handling inbound and outbound engagement.
- Perform detailed Medicare insurance sales needs analysis via phone with clients, including educating the client about Medicare, identifying matching plans, services, and assisting through the enrollment process.
- Close sales and underwrite policies for clients, completing applications accurately.
- Work with internal supervisors, managers, training staff, and customer service representatives.
- Fully understand, abide by and stay current with all Center for Medicare and Medicaid Services (CMS) rules and regulations as they pertain to duties assigned.
- Performs other related duties as assigned.
- Assist clients with full needs analysis.
- Also offer stand alone dental, vision, hearing, hospital indemnity and heart attack and stroke policies when available.
- Follow up on personal book of business and maintain retention.
- Stay up to date with individual carriers and resources
- Achieved monthly sales goals by promoting product benefits and enrolling new clients.
- Increased sales by offering advice on purchases and promoting additional products.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Reached out to customers after completed sales to evaluate satisfaction and determine immediate service requirements.
- Met with existing customers and prospects to discuss business needs and recommend optimal solutions.
- Tailored sales approaches and techniques to specific client needs to increase marketing effectiveness.
- Met Quality Assurance standards goals of over 95%.
Licensed Sales Agent
e-Telequote
07.2020 - 04.2021
- Take incoming Medicare sales calls and assist beneficiaries with finding most suitable plan.
- Make outbound calls to interested beneficiaries to review Medicare options that resulted in building personal book of business.
- Maintain Book of Business.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Maintain Medicare and Insurance carriers knowledge.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
Supervisor
Qualfon
07.2019 - 07.2020
- Lead and managed a team of 20 agents from hiring and onboarding to performance management.
- Transformed an underperforming team of 14 through re-training, one-on-one trains, that increased productivity to company quality.
- Tracked and prepared reports of progress and goals to management.
- Ensure employees understand and comply with performance standards and policies.
- Monitor and evaluate agent performance, provide learning and/or coaching opportunities.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
- Evaluated employee performance and coached and trained to improve weak areas.
- Maintained compliance with company policies, objectives and communication goals.
- Worked with management team to implement proper division of responsibilities.
- Set overall vision and provided team leadership.
- Developed training, task and process guidelines and communicated clear and concise directions to employees.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Interviewed, hired and trained new employees for production positions.
- Identified individual employee's unique work styles and adapted management methods.
Licensed Sales Agent
Qualfon
09.2018 - 07.2019
- Take incoming Medicare sales calls and assist beneficiaries with finding most suitable plan.
- Verify beneficiaries with information in regards to doctors and medications that are covered under their plan.
- Outbound- screen callers to verify Medicare requirements.
- Review insurance plans with beneficiaries.
- Exceeded corporate quotas for monthly policy sales.
- Worked independently with minimal supervision.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Contributed to team objectives in fast-paced environment.
Coordinator
Brightstar Care
08.2017 - 09.2018
- Coordinate the intake and assessment of potential patients, and gathers all pertinent information. regarding referral as defined by program policy
- Maintain working knowledge of Medicaid as well as insurance authorization and benefits requirements for therapy services.
- Develop and foster positive relationships with ongoing and potential referral sources.
- Assist with plans and presentations of program information to referral sources, patients, families and professionals.
- Effectively communicate with both internal and external contacts in a collaborative style that is timely, that meets the needs of the referral source, care team member, patient or family and facilitates the rehab admission and referral process.
- Responsible for keeping, updating and maintaining records by getting the appropriate information from both patients and employees.
- Responsible for assisting Branch Manager with recruitment, maintenance of personnel records, management, client scheduling and service, timesheet tracking and orientation.
- Scanning and entering into files all pertinent information for each employee and client.
- Managed office activities by maintaining communication between clients, tracking records and filing all documents.
- Entered data, generated reports and produced tracking documents.
General Agent
American Income Life, Agencies LLC
Carvajal
12.2016 - 06.2017
- Build and maintain a client case.
- Created my weekly schedule of appointments booked to see clients.
- Met with families on an individual basis and created life insurance plans for each family.
- Submitted applications to home office and aid the underwriter in assessing risk by evaluating all factors using detailed information from prospective to help minimize loss.
- Contacted clients and made personal annual reviews of policies with each family.
- Discussed and accessed family budgets.
- Maintained accurate sales records.
- Consistently exceeded productivity goals.
Front Desk
Hilton Palacio del Rio
07.2014 - 01.2017
- Handle cash register Micros POS system.
- Deal with room charges, credit card, and cash transactions.
- Manage a bank till daily and make cash drop daily along with transaction receipts.
- Interact with guests and answer questions.
- Establish relationship with guests and remember regulars, creating more personable experiences.
- Assist manager with making weekly schedule.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
Education
Higher Education -
Luther Burbank High School
San Antonio06.2010
Skills
- Maintaining Customer Database
- Consultative Selling Techniques
- Call Volume and Quality Metrics
- Dispute Resolution
- Call Documentation
- Data Entry and Maintenance
- Customer Account Management
- Courteous with Strong Service Mindset
- Customer Retention Strategies
- Upbeat and Positive Personality
- Efficient and Detail-Oriented
- Calm and Professional Under Pressure
Accomplishments
- Capable to deal promptly with various type of client demands
- Able to conduct tough conversations
- Developed great communication skills while working in a large-scale hotel industry from experiencing customers of all types, employees, and interacting with managers of different departments
- Ability to follow instructions and deliver quality results
- Capable of handing situations as well as well great problem solving skills; asking the appropriate questions, utilizing resources to gain knowledge and answers.
- Able to build connection with guests on quick interactions
- Self-sufficient and goal oriented
- Good in building rapport with clients to make personable experience.
Certification
Lean Six Sigma Certification
Timeline
Brokerage Sales Representative
HeathPlan One
05.2021 - Current
Licensed Sales Agent
e-Telequote
07.2020 - 04.2021
Supervisor
Qualfon
07.2019 - 07.2020
Licensed Sales Agent
Qualfon
09.2018 - 07.2019
Coordinator
Brightstar Care
08.2017 - 09.2018
General Agent
American Income Life, Agencies LLC
12.2016 - 06.2017
Front Desk
Hilton Palacio del Rio
07.2014 - 01.2017
Higher Education -
Luther Burbank High School
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