Summary
Overview
Work History
Education
Skills
Timeline
Generic

Lynetta Penn

Chattanooga,TN

Summary

Seasoned CRM Consultant with a proven track record at Progressive Insurance, enhancing customer relationships and streamlining business processes. Expert in data analysis and adept at leading teams towards achieving operational excellence. Demonstrates exceptional communication skills and a knack for problem-solving, significantly improving customer satisfaction and operational efficiency.

Overview

14
14
years of professional experience

Work History

CRM Consultant

Progressive Insurance Companies
Chattanooga, TN
05.2024 - Current
  • Provided ongoing support for customers who had questions or issues regarding their use of the Customer Relationship Management application.
  • Identified needs of customers promptly and efficiently.
  • Communicated with customers, competitors and suppliers to stay abreast of industry or business trends.
  • Handles inquiries and transactions for single or multiple lines of business and states.
    Identifies the customer's motive for calling and understands the customer's insurance needs.
  • Adds and deletes vehicles, drivers, and coverage from existing policies.
    Processes cancellations, renewals, reinstatements, endorsements, payments, and state/federal filings in Progressive systems.
  • Advocates for and educates on Progressive's products and services.
  • Uses software applications to track, gather information, and answer inquiries.
  • Partners with a coach or supervisor to continually develop skills and improve results.
  • Stays current on products, services, and procedures.
  • Remains flexible in order to better meet the needs of the customer.

Communications Coordinator

Medicare
Chattanooga , TN
01.2022 - 08.2023
  • Designs, develops, produces, and coordinates on a variety of internal and external communications materials and media necessary to sell Medicare products, retain membership, and maximize Medicare STAR quality ratings.
  • Work with Subject Matter Expert (SME) and Business owners on several Medicare-related projects and materials.
  • Conducting final review and approval before internal or external communications are released.
  • Possess high-level knowledge of Medicare/Medicaid plans.
  • Possess strong organizational, interpersonal, and time management skills.
  • Stay abreast of Center for Medicare Services, state regulations, and compliance guidelines that aid in increasing STAR ratings.
  • Consistently looking for process improvements that enable our business to run most efficiently.
  • Monitoring the processes to ensure compliance with quality level and regulations, and to reduce the business or fraud risk exposed to the company.
  • Ability to work independently without supervision or in a group environment, sharing roles, responsibilities, and accountability.
  • Organize and supervise the Medicare material review process to ensure alignment with strategic objectives, operational data, and regulatory requirements while securing cost efficiency.
  • Collect data and compile reports to enhance business functions
  • Provide recommendations that supports the design, development, assessment, and implementation of organizational management projects, policies, and/or procedures
  • Participating in analyzing business requirements and production specifications to improve the effectiveness of the organization's management operations

Technical Team Expert

BlueCross BlueShield of TN
Chattanooga, TN
01.2015 - 01.2022
  • Provide guidance and support to staff, internal/external customers, and internal partners.
  • Possess high-level knowledge of Medicare/Medicaid plans.
  • Serve as Subject Matter Expert (SME) on several Medicare-related projects.
  • Investigate high-profile issues and conduct root cause analysis for concerns identified.
  • Monitoring the processes to ensure compliance with quality level and regulations, and to reduce the business or fraud risk exposed to the company.
  • Possess strong organizational, interpersonal, and time management skills.
  • Assist agents with meeting yearly goals.
  • Stay abreast of Center for Medicare Services, state regulations, and compliance guidelines that aid in increasing STAR ratings.
  • Consistently looking for process improvements that enable our business to run most efficiently
  • Ability to work independently without supervision or in a group environment, sharing roles, responsibilities, and accountability.
  • Run reports as needed.
  • Assisted with projects and responsibilities to foster relationships with internal departments.
  • Perform audits and quality checks. (i.e., CTMs)
  • Collect data and compile reports to enhance business functions.
  • Provide recommendations that support the design, development, assessment, and implementation of organizational management projects, policies, and/or procedures.
  • Participating in analyzing business requirements and production specifications to improve the effectiveness of the organization's management operations.

Senior Care Representative (EXPERT)

BlueCross BlueShield of TN
Chattanooga, TN
01.2011 - 01.2015
  • Provided compelling consumer experiences by way of the Ulysses Call Strategy for both members and providers.
  • Handled member questions concerning billing, claims, COB, scheduling preventive screenings, various appointments, requesting in-home assessments and/or kits, and various other services.
  • Trained new staff members as a mentor.
  • Provided Technical Team Expert backup assistance.
  • Assisted STARS team with regional Community Wellness Events by providing customer service to members, assisting with set up and take down of event material, and traveling as needed.
  • Assisted members by contacting providers to resolve claim filing and scheduling concerns.
  • Connected with pharmacies to assist members with medication refills, questions, and system issues.
  • Used First Call Resolution, Ulysses Call Strategy, and Online Help/Senior Care Division resources to provide 'Peace of Mind' to our members and providers and to assist Medicare Advantage in reaching Center for Medicare Services 5-Star rating.

Education

Property And Casualty Insurance License - Property And Casualty

ASI Insurance Systems
Chattanooga, TN
05-2000

High School Diploma -

Hixson High School
Chattanooga, TN
06-1994

Skills

  • Communication and presentation
  • Communication Skills
  • Documentation
  • Critical Thinking
  • Team building
  • Quality Control
  • Operations research
  • Adaptability
  • Time management abilities
  • Business process improvement
  • Problem-solving aptitude
  • Reliability
  • Multitasking Abilities
  • Needs assessments
  • Team Leadership
  • Professionalism
  • Customer Service
  • Problem-solving abilities
  • Performance Metrics
  • Tableau
  • Forecasting and planning
  • Analyze trends
  • Data Security
  • BI dashboards
  • Report Writing
  • Statistical Analysis
  • Business Forecasting
  • Data Analysis

Timeline

CRM Consultant

Progressive Insurance Companies
05.2024 - Current

Communications Coordinator

Medicare
01.2022 - 08.2023

Technical Team Expert

BlueCross BlueShield of TN
01.2015 - 01.2022

Senior Care Representative (EXPERT)

BlueCross BlueShield of TN
01.2011 - 01.2015

Property And Casualty Insurance License - Property And Casualty

ASI Insurance Systems

High School Diploma -

Hixson High School

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Lynetta Penn