Maria Moats
Owings Mills,MD
Summary
Detail-oriented professional with extensive experience in health insurance, focusing on compliance and process optimization. Known for strong analytical skills and teamwork, driving initiatives that enhance customer experiences and improve operational efficiency.
Results-driven health insurance agent with expertise in Medicare and customer complaint resolution. Proven ability to enhance client satisfaction through effective communication and problem-solving skills.
Experienced with navigating health insurance policies and regulations. Utilizes communication and advisory skills to guide clients through plan selection processes. Knowledge of policy compliance and client relationship management.
Overview
12
12
years of professional experience
Work History
Licensed Health Insurance Agent
WiPro/DyverseLynx
10.2025 - 01.2026
- Assisted clients in selecting appropriate health insurance plans based on individual needs.
- Educated customers on policy details, coverage options, and benefits to enhance understanding.
- Processed applications and renewals efficiently, ensuring compliance with industry regulations.
- Handled customer inquiries and resolved issues promptly to maintain high satisfaction levels.
- Collaborated with team members to streamline communication processes and improve service delivery.
- Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
- Maintained up-to-date knowledge of industry trends and regulatory changes, providing accurate advice to clients and staying ahead of competitors.
- Proactively identified potential coverage gaps for clients, recommending additional products or services to enhance their overall insurance protection.
- Utilized advanced analytical skills to evaluate risk factors and assess appropriate coverage levels for individual client situations.
- Implemented efficient time management practices, allowing for increased productivity while managing multiple tasks simultaneously.
- Adapted communication style based on individual client preferences, resulting in improved rapport and higher satisfaction levels.
- Contributed to team success by sharing best practices on sales techniques, product knowledge, and customer service skills with fellow agents.
- Maintained accurate records of all client interactions and transactions, ensuring compliance with industry regulations and company policies.
- Adhered to health and prescription insurance products, delivery systems, and claims systems.
- Used [Software] to process benefit transactions.
- Enhanced customer retention through effective relationship-building and follow-up strategies.
- Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
- Analyzed customer needs to provide customized insurance solutions.
- Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
- Conducted annual reviews of existing policies to update information.
- Analyzed risk factors to recommend appropriate coverage levels.
- Educated clients on insurance policies and procedures.
- Calculated premiums and established payment methods for sales.
Licensed Medicare Specialist
HealthPlan One
06.2025 - 09.2025
- Assisted clients in understanding Medicare plan options, ensuring informed decision-making.
- Conducted eligibility assessments to streamline enrollment processes for potential beneficiaries.
- Educated clients on benefits and coverage details, enhancing overall customer satisfaction.
- Collaborated with team members to resolve client inquiries promptly and effectively.
- Utilized CRM software to track client interactions and maintain accurate records of communications.
- Provided support during open enrollment periods, facilitating smooth transitions for clients selecting plans.
- Conducted comprehensive needs assessments, enabling tailored solutions for individual clients.
Customer Service Agent
AllState Property and Casulty Insurance
03.2025 - 05.2025
- Assisted customers with inquiries regarding insurance policies and claims processes.
- Provided support in resolving customer issues and complaints efficiently.
- Maintained accurate records of customer interactions and transactions.
- Adapted to various software systems for processing policy information.
- Collaborated with team members to enhance overall customer service experience.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
- Streamlined communication processes for improved information exchange between customers and team members.
- Responded to customer requests for products, services, and company information.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Met customer call guidelines for service levels, handle time and productivity.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
Retention Specialist
ELEVANCE Health
08.2024 - 01.2025
- Analyzed member feedback to identify trends and recommend improvements to services.
- Maintained accurate records of member interactions to support data-driven decision-making.
- Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Developed strong relationships with key accounts, ensuring ongoing satisfaction and long-term commitment.
- Boosted revenue through upselling and cross-selling opportunities during customer interactions.
- Gathered feedback from departing customers to identify areas for improvement in products or services offered.
- Utilized knowledge of customer experience to create specialized plans for customer retention.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
- Reduced churn rates by identifying at-risk customers and crafting personalized retention plans.
- Conducted detailed analysis of customer feedback to identify patterns and areas for improvement, enhancing overall satisfaction.
- Developed comprehensive understanding of customer needs through targeted surveys and interviews, informing product enhancements.
- Increased team efficiency through implementation of CRM tool, simplifying tracking of customer interactions.
- Fostered positive company image by ensuring prompt and empathetic resolution of customer issues.
- Empowered customers by providing comprehensive resources and support for self-service, improving satisfaction.
- Strengthened customer relationships, reaching out proactively to gather feedback and offer personalized solutions.
- Tailored retention initiatives to diverse customer segments, recognizing and addressing specific expectations and requirements.
- Cultivated team environment focused on exceeding customer expectations, leading by example in all customer interactions.
Licensed Medicare Specialist
GoHealth
05.2023 - 07.2024
- Adapted to regulatory changes by staying informed on Medicare policies and compliance requirements.
- Conducted market research to identify trends and inform product recommendations for clients.
- Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
- Assisted clients in understanding complex insurance policies, ensuring they made informed decisions when selecting coverage options.
- Handled escalated customer concerns promptly and professionally, resolving issues to the client''s satisfaction.
- Monitored customer feedback and identified areas of improvement.
- Designed presentations and marketing materials to promote insurance products.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Regularly attended industry conferences and workshops to stay abreast of evolving trends and best practices within the field of Medicare services.
- Utilized CRM software to track client interactions and manage follow-ups effectively.
Licensed Medicare Agent
Connexion Point
09.2022 - 05.2023
- Managed customer inquiries, ensuring accurate information delivery and high satisfaction levels.
- Resolved escalated customer issues, implementing solutions that improved service outcomes.
- Informed clients of policies and procedures.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Consistently met compliance requirements for the agency by promptly completing mandatory continuing education courses and staying current on industry regulations.
- Leveraged CRM software to track client interactions and identify sales opportunities.
- Coordinated with cross-functional teams to ensure seamless service delivery.
- Facilitated training sessions for new agents, elevating overall team performance.
Licensed Insurance Agent/Healthcare Customer Service Representative
CoreLogic/COTALITY
05.2022 - 07.2022
Licensed Medicare Sales Agent
Teleperformance USA
09.2021 - 02.2022
- Educated clients on Medicare plans and benefits, ensuring informed decision-making.
- Conducted enrollment sessions, guiding clients through application processes effectively.
- Collaborated with cross-functional teams to enhance customer service strategies and solutions.
- Utilized CRM tools to track client interactions, follow-ups, and progress toward enrollment goals efficiently.
- Streamlined the enrollment process with efficient documentation and data entry, reducing processing time.
- Helped eligible low-income seniors access financial assistance programs that reduce out-of-pocket healthcare expenses associated with Medicare plans.
- Enhanced customer retention rates by proactively addressing any issues or concerns regarding their Medicare plans.
- Consistently met or exceeded sales targets by employing effective sales strategies and techniques tailored to individual client needs.
- Increased Medicare plan enrollments by effectively presenting and explaining plan options to potential clients.
- Resolved client inquiries and concerns promptly, ensuring their satisfaction with chosen Medicare plans.
- Conducted thorough needs assessments for each client, recommending the most suitable Medicare plans based on their unique requirements.
- Analyzed client needs to recommend tailored Medicare options, improving satisfaction rates.
- Maintained up-to-date knowledge of industry changes through ongoing professional development training sessions and webinars.
Licensed Medicare Agent
Assurance
04.2021 - 08.2021
- Coordinated scheduling and resource allocation to optimize operational efficiency and service delivery.
- Developed process improvements that streamlined workflows, reducing response times for customer requests.
- Collaborated with cross-functional teams to align operational strategies with business objectives.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Increased customer satisfaction with personalized follow-up strategies.
- Optimized scheduling system to ensure timely follow-ups with potential leads.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Resolved escalated customer issues, implementing solutions that improved service outcomes.
- Monitored key performance indicators, identifying trends to enhance team productivity and effectiveness.
Licensed Medicare Sales Agent
GuideWell Connect
09.2020 - 12.2020
- Streamlined documentation processes, reducing errors and improving service delivery times.
- Monitored compliance with federal regulations, ensuring adherence in all sales practices.
- Developed a deep understanding of various Medicare plans and regulations to provide expert advice to clients in need of guidance.
- Developed personalized sales presentations tailored to each client''s unique needs, resulting in increased conversion rates and overall success as a Medicare Sales Agent.
- Assisted individuals transitioning from employer-sponsored health coverage to Medicare during retirement planning processes.
- Built strong relationships with clients for long-term success by providing exceptional customer service and support.
- Finalized sales and collected necessary deposits.
- Analyzed customer needs to provide customized insurance solutions.
- Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
- Educated clients on insurance policies and procedures.
- Analyzed risk factors to recommend appropriate coverage levels.
- Calculated premiums and established payment methods for sales.
- Monitored customer feedback and identified areas of improvement.
- Resolved client inquiries and concerns promptly, ensuring their satisfaction with chosen Medicare plans.
- Maintained up-to-date knowledge of industry changes through ongoing professional development training sessions and webinars.
Compliance Associate
GoHealth
01.2020 - 07.2020
- Ensured compliance with federal and state regulations through meticulous documentation review.
- Conducted regular audits to identify potential compliance risks and recommend corrective actions.
- Maintained up-to-date knowledge of regulatory changes, informing management of any potential impacts on company operations.
- Assisted in maintaining a culture of ethical conduct by providing training on relevant laws, regulations, and company policies.
- Collaborated with cross-functional teams to ensure timely resolution of compliance issues and promote adherence to industry standards.
- Maintained up-to-date knowledge of applicable laws and regulations.
- Maintained composure in stressful situations, confrontations, interviews and records searches.
- Monitored changes in legislation impacting company practices and communicated updates effectively.
- Streamlined compliance processes, enhancing efficiency and reducing turnaround times for audits.
- Warned violators of infractions or penalties.
Licensed ACA Insurance Agent
GoHealth
06.2018 - 01.2020
- Educated clients on policy options, benefits, and coverage details to ensure informed decisions.
- Conducted thorough policy reviews to identify gaps in coverage and recommend appropriate adjustments.
- Mentored new agents on best practices for sales techniques and customer engagement strategies.
- Analyzed market trends to inform product offerings and improve competitive positioning within the industry.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
- Cross-sold insurance products to existing clients to reach sales targets.
- Maintained accurate records of all transactions, ensuring compliance with company policies and regulatory requirements.
- Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.
- Expanded client base by actively prospecting for new business opportunities and generating referrals.
- Provided prompt responses to inquiries from both prospective and existing clients, demonstrating a commitment to exceptional service.
- Utilized CRM software to manage client relationships.
- Streamlined administrative tasks, improving overall office efficiency and productivity.
- Monitored changes in insurance industry to stay compliant with relevant laws and regulations.
- Resolved complex claims issues, advocating on behalf of clients to ensure fair settlements.
- Organized community outreach programs to raise awareness about importance of insurance, generating new leads.
- Streamlined application processing, significantly reducing wait times for policy approvals and client satisfaction.
- Improved client retention rates with exceptional service and timely follow-up on policy inquiries and adjustments.
Employee Benefits Specialist
Alight Solutions
09.2017 - 05.2018
- Managed employee benefits administration, ensuring compliance with regulations and policies.
- Facilitated open enrollment processes, guiding employees through benefit selections and changes.
- Provided ongoing support for employees during life events such as maternity leave, disability claims, or retirement planning.
- Reviewed proposed changes in legislation that could impact the company''s existing benefits package, advising senior leadership accordingly.
- Collaborated with HR team to onboard new employees, providing thorough orientation on available benefits options.
- Ensured compliance with all applicable federal and state regulations regarding employee benefits programs.
- Conducted regular audits of benefit plans and records, addressing discrepancies proactively before they became larger issues.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Resolved issues and inquiries from plan participants regarding health and welfare benefits and deductions through telephone, email, and in-person interactions.
- Observed strict procedures to maintain data and plan participant confidentiality.
- Coordinated and conducted employee orientations to promote understanding of coverage and options.
- Checked employees' benefits enrollment for accuracy and inputted all data into [Software].
- Collaborated with cross-functional teams to streamline benefits communication strategies.
- Implemented open enrollment system to streamline benefits processes for employees.
Medicare Sales Agent
TZ Insurance
08.2015 - 02.2017
- Conducted
- Trained and mentored junior agents on effective sales strategies and compliance regulations.
- Streamlined enrollment processes, enhancing efficiency and improving client satisfaction rates.
- Managed client relationships, ensuring consistent communication and timely resolution of inquiries.
- Helped eligible low-income seniors access financial assistance programs that reduce out-of-pocket healthcare expenses associated with Medicare plans.
- Developed a deep understanding of various Medicare plans and regulations to provide expert advice to clients in need of guidance.
- Consistently met or exceeded sales targets by employing effective sales strategies and techniques tailored to individual client needs.
- Maintained up-to-date knowledge of industry changes through ongoing professional development training sessions and webinars.
- Resolved client inquiries and concerns promptly, ensuring their satisfaction with chosen Medicare plans.
- Developed personalized sales presentations tailored to each client''s unique needs, resulting in increased conversion rates and overall success as a Medicare Sales Agent.
- Educated seniors on available government assistance programs, helping them make informed decisions about healthcare coverage.
- Educated clients on insurance policies and procedures.
- Analyzed customer needs to provide customized insurance solutions.
- Negotiated contracts and terms of sale with potential customers.
- Analyzed risk factors to recommend appropriate coverage levels.
- Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
ACA LICENSED Health Sales
APAC Customer Services
11.2013 - 04.2014
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Passionate about learning and committed to continual improvement.
- Participated in training sessions to enhance knowledge of products and regulatory changes.
- Reported policy changes and company conditions affecting customer satisfaction.
- Assisted clients in selecting appropriate health insurance plans based on individual needs.
- Handled customer inquiries and resolved issues promptly to maintain high satisfaction levels.
- Processed applications and renewals efficiently, ensuring compliance with industry regulations.
- Collaborated with team members to streamline communication processes and improve service delivery.
- Proactively identified potential coverage gaps for clients, recommending additional products or services to enhance their overall insurance protection.
- Utilized advanced analytical skills to evaluate risk factors and assess appropriate coverage levels for individual client situations.
- Maintained accurate records of all client interactions and transactions, ensuring compliance with industry regulations and company policies.
- Used [Software] to process benefit transactions.
- Adhered to health and prescription insurance products, delivery systems, and claims systems.
- Utilized CRM software to track client interactions and manage follow-ups effectively.
- Educated clients on insurance policies and procedures.
- Monitored customer feedback and identified areas of improvement.
- Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
Licensed Health Insurance Agent
Connections
09.2013 - 11.2013
- Educated prospective clients on the benefits of various health insurance options, effectively matching them with suitable plans that met their unique needs.
- Increased client satisfaction by efficiently addressing their insurance needs and providing personalized solutions.
- Conducted comprehensive policy reviews for existing clients, identifying opportunities for adjustments or additional coverage.
- Educated customers on policy details, coverage options, and benefits to enhance understanding.
- Maintained up-to-date knowledge of industry trends and regulatory changes, providing accurate advice to clients and staying ahead of competitors.
- Adapted communication style based on individual client preferences, resulting in improved rapport and higher satisfaction levels.
- Implemented efficient time management practices, allowing for increased productivity while managing multiple tasks simultaneously.
- Enhanced customer retention through effective relationship-building and follow-up strategies.
Education
High School Diploma -
Western Hills High School
Cincinnati,OhioLiberal Arts Studies -
Youngstown State University
Youngstown, OHNo Degree - Legal Studies
Cincinnati State Technical And Community College
Cincinnati, OHNo Degree - Pre Law
University of Cincinnati
Cincinnati, OHSkills
- Policy analysis
- Medicare expertise
- Enrollment processing
- Goal oriented
- HIPAA
- Cold calling
- Compliance
- Life insurance
- Financial acumen
- Needs assessment
- Sales lead coordination
- Policy comparison
- Insurance terminology
- Follow-up skills
- Individual health plans
- Insurance eligibility
- Risk mitigation
- Customer complaint resolution
- Teamwork
- Teamwork and collaboration
- Attention to detail
- Time management
- Problem-solving abilities
- Multitasking
- Reliability
- Quotes and sales
- Critical thinking
- Excellent communication
- Call center customer service
- Organizational skills
- Team collaboration
- Customer follow-up
- Team leadership
- Active listening
- Effective communication
- Verbal and written communication
- Customer engagement
- Decision-making
- Client needs analysis
- Relationship building
- Insurance policy sales
- Insurance sales
- Team building
- Data entry
- Task prioritization
- Conflict resolution
- Analytical thinking
- Goal setting
- Risk assessment
- Professionalism
- Policy changes
- Interpersonal communication
- Customer account review
- Policy renewals
- Billing inquiries
- Policy Knowledge
- Client consultations
- Insurance coverage verification
- Time management abilities
- Continuous improvement
- Customer retention
- Billing procedures
- Insurance practices
- Written communication
- Adaptability
- Customer referrals
- Networking skills
Timeline
Licensed Health Insurance Agent
WiPro/DyverseLynx
10.2025 - 01.2026
Licensed Medicare Specialist
HealthPlan One
06.2025 - 09.2025
Customer Service Agent
AllState Property and Casulty Insurance
03.2025 - 05.2025
Retention Specialist
ELEVANCE Health
08.2024 - 01.2025
Licensed Medicare Specialist
GoHealth
05.2023 - 07.2024
Licensed Medicare Agent
Connexion Point
09.2022 - 05.2023
Licensed Insurance Agent/Healthcare Customer Service Representative
CoreLogic/COTALITY
05.2022 - 07.2022
Licensed Medicare Sales Agent
Teleperformance USA
09.2021 - 02.2022
Licensed Medicare Agent
Assurance
04.2021 - 08.2021
Licensed Medicare Sales Agent
GuideWell Connect
09.2020 - 12.2020
Compliance Associate
GoHealth
01.2020 - 07.2020
Licensed ACA Insurance Agent
GoHealth
06.2018 - 01.2020
Employee Benefits Specialist
Alight Solutions
09.2017 - 05.2018
Medicare Sales Agent
TZ Insurance
08.2015 - 02.2017
ACA LICENSED Health Sales
APAC Customer Services
11.2013 - 04.2014
Licensed Health Insurance Agent
Connections
09.2013 - 11.2013
High School Diploma -
Western Hills High School
Liberal Arts Studies -
Youngstown State University
No Degree - Legal Studies
Cincinnati State Technical And Community College
No Degree - Pre Law
University of Cincinnati