Mallori Hyland
Mesa,AZ
Overview
11
11
years of professional experience
1
1
Certification
Work History
Sales Supervisor
Health Plan One
10.2023 - Current
- Increased customer satisfaction by addressing and resolving client concerns efficiently.
- Enhanced team productivity by creating a supportive work environment and providing ongoing feedback.
- Achieved sales targets consistently through regular monitoring of team performance and adjusting strategies accordingly.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Conducted regular performance evaluations, identifying areas for improvement and implementing necessary action plans.
- Handled escalated customer issues promptly, ensuring timely resolution and high levels of client satisfaction.
- Generated detailed reports highlighting team achievements as well as areas requiring further attention or improvement efforts.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
Trainer
Health Plan One
05.2023 - 10.2023
- Delivered dynamic presentations to facilitate learning and retention among diverse audiences.
- Managed multiple projects simultaneously, maintaining strict deadlines and high-quality deliverables.
- Educated new hires on proper use of products and systems.
- Implemented diverse instructional methods, optimizing trainee engagement.
- Facilitated Brokerage and Aetna Core classes.
- Enhanced trainee engagement through interactive workshops and hands-on activities.
- Conducted comprehensive needs assessments to identify gaps in knowledge and skills, informing future program development.
- Oversaw the administration of online learning platforms, ensuring seamless user experiences for trainees at all levels.
Licensed Health Agent - Brokerage
Health Plan One
10.2017 - 04.2023
- Reviewed plan options for individuals, families and Medicare eligible applicants
- Sold Medical, as well as Dental, Vision and Hearing policies
- Enrolled members on and off the marketplace
- Handled inbound and outbound calls
- Gathered necessary documents to complete Special Enrollment Period enrollments
- Looked up doctors, hospitals and prescriptions to ensure the chosen policy met my client's needs
- Updated the team board
- Filled out and submitted cancellation forms
- Trained new hires with call flow, benefits, and system navigation
- Held the role of Subject Matter Expert.
Customer Service Representative/ Non-Licensed Agent
Health Plan One
10.2016 - 10.2017
- Addressed customer concerns
- Placed detailed notes for inbound and outbound calls and properly dispositioned files
- Left voice mails
- Transferred members to their needed department
- Explained basic plan benefits and Affordable Care Act laws to the members
- Informed members of their enrollment time, added benefits, and all other updated information told to me by my supervisor
- Recorded survey question responses
- Retrieved and verified customers files
- Actively listened and engaged in complex conversations
- Analyzed the caller's situation and customized a solution to fit their needs
- Had a positive attitude and a desire to make a difference in peoples' lives
- Comfortably navigated technology while listening and talking on the phone
- Understood and obeyed all company, carrier and/or CMS related policies and procedures
- Performed related job duties as required.
Associate
In-N-Out
09.2015 - 10.2016
- Adapted and followed instructions requiring adequate comprehension skills
- Moved from one work area to another at a moment's notice and in and around crowded work areas
- Held responsibility for the operation of store equipment such as slicers, dicers, computer terminals, and fryers
- Interacted productively with co-workers
- Understood and followed posted work rules and procedures
- Received constructive criticism in a professional manner
- Perform all work related tasks as assigned by my supervisor.
Manager
Water N' Ice
05.2015 - 08.2015
- Prepared items according to written or verbal orders, working on several different orders simultaneously
- Assisted management with monthly inventory control and weekly stock ordering
- Quickly unloaded product shipments and stocked freezers
- Maintained a neat, well groomed appearance including impeccable personal hygiene, hair restraint and minimal jewelry that met company standards
- Performed general maintenance duties, including mopping floors, taking out trash, wiping counter tops and emptying grease traps
- Recorded customer orders and repeated them back in a clear, understandable manner
- Correctly received orders, processed payments and responded appropriately to guest concerns
- Resolved guest complaints promptly and professionally.
Food Prep
Nielsen's Frozen Custard
06.2013 - 09.2014
- Took necessary steps to meet customer needs and effectively resolve food or service issues
- Promptly reported complaints to a member of the management team
- Served orders to customers at windows, counters and tables
- Cut and chopped food items and cooked on the grill
- Accurately measured ingredients required for specific food items
- Properly portioned and packaged take-out foods for customers
- Carefully maintained sanitation, health and safety standards in all work areas
- Closely followed standard procedures for safe food preparation tools
- Worked well with teammates and openly invited coaching from the management team.
Education
High School Diploma -
Mesa High School
Mesa, AZMesa Community College
Mesa, AZSkills
- Computer software educated
- Microsoft knowledgeable
- Sales Team Oversight
- Workflow Management
- Online Instruction
- Preparing Quotes
- Managing Customer Relations
- Complaint Resolution
- Classroom Oversight
- Student Engagement
Certification
- Health Insurance License
- Training Facilitator
Timeline
Sales Supervisor
Health Plan One
10.2023 - Current
Trainer
Health Plan One
05.2023 - 10.2023
Licensed Health Agent - Brokerage
Health Plan One
10.2017 - 04.2023
Customer Service Representative/ Non-Licensed Agent
Health Plan One
10.2016 - 10.2017
Associate
In-N-Out
09.2015 - 10.2016
Manager
Water N' Ice
05.2015 - 08.2015
Food Prep
Nielsen's Frozen Custard
06.2013 - 09.2014
High School Diploma -
Mesa High School
Mesa Community College