Marie Bleus-Francois
North Miami Beach,FL
Summary
Bilingual and seeking to maintain full-time position that offers professional challenges utilizing interpersonal skills. Excellent communicator and dependable team player with strong understanding of the medical insurance and the banking industries. Adept at building relationships with clients while delivering outstanding service. Highly organized and detail-oriented with strong ability to identify potential risks and develop solutions.
Overview
35
35
years of professional experience
1
1
Certification
Work History
Licensed Medicare Insurance Broker - Remote
E-TeleQuote
06.2024 - Current
- Provided exceptional customer service by responding quickly to inquiries, resolving issues, and anticipating client needs.
- Educated clients on various insurance products, enabling informed decisions regarding their coverage options.
- Maintained thorough knowledge of insurance regulations, staying up-to-date on changes that could impact clients or business operations.
- Developed strong relationships with insurance carriers, allowing for more efficient claim resolution processes.
- Generated referral business from satisfied customers who shared positive experiences with friends and colleagues.
- Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.
- Retained 92% of policyholders during annual renewal period.
Citi Bank New Account Verification - Remote
Arise Virtual Solutions Inc.
09.2022 - 12.2023
- Worked in New Accounts Verification (NAV) Department and assisted completion of customer's application process for credit.
- Maintained strict adherence to compliance regulations, ensuring all transactions were accurately processed and documented.
- Processed various transactions with accuracy and according to bank standards and legal requirements.
- Resolved complex customer situations by utilizing problem-solving skills and escalating issues when necessary.
- Assisted in fraud prevention efforts by closely monitoring customer accounts and reporting suspicious activity as required.
- Participated in regular training sessions to stay up-to-date on industry trends, regulatory changes, and product offerings.
- Enhanced customer satisfaction by providing prompt and accurate responses to inquiries regarding their application.
- Reduced wait times for customers by efficiently handling high volumes of calls and resolving issues within targeted Average Handle Time (AHT).
- Addressed customer inquiries, requests and complaints with courtesy and professionalism.
- Paid attention to detail while completing assignments.
Instructor - Remote
Arise Virtual Solutions Inc.
02.2020 - 12.2023
- Tracked learners progress, frequently checking in with struggling learners and identifying root causes of problems.
- Improved learners performance by defining clear goals and communicating performance metrics.
- Assisted learners in retaining lecture information with creation of guides and course materials.
- Boosted learners performance by providing individualized support and targeted feedback.
- Prepared quizzes to gauge how well learners were learning.
- Increased learners participation via engaging lectures and assignments.
- Applied various teaching aids to minimize learning gaps and instruct and motivate learners.
- Tested learners to assess progress and adapted learning plans in alignment with performance.
Facilitator - Remote
Arise Virtual Solutions Inc.
02.2019 - 12.2023
- Developed and implemented comprehensive quality assurance plans to monitor call quality and adherence to regulatory standards.
- Conducted weekly call audits for agents to identify and resolve quality issues and QA Errors and adherence to established protocols, maintaining consistency.
- Applied coaching techniques and tools to support agents in order to improve performance.
- Conducted training courses for all agents to enhance understanding of client's best practices and protocols.
- Built rapport with my agents by demonstrating empathy, active listening and skills, during facilitated sessions.
- Led virtual training sessions to maintaining high levels of participant interaction and engagement throughout event duration.
Inbound Call Center Agent - Remote
Arise Virtual Solutions Inc.
01.2011 - 12.2023
- Handled high volume of inbound calls per shift to offer callers service information and resolved reason for the call.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Improved customer satisfaction levels by promptly addressing inquiries and resolving issues.
- Developed strong rapport with customers, ensuring repeat business and positive feedback.
- Provided exceptional service by actively listening to customer concerns and offering tailored solutions.
- Reduced call waiting times through efficient handling of inbound calls and effective problem-solving skills.
- Adhered to company policies and guidelines while providing timely responses to customer requests or complaints.
- Displayed excellent communication skills in assisting diverse clientele with various needs and preferences.
- Efficiently managed multiple tasks simultaneously while maintaining focus on serving customers effectively under pressure situations.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Attended telephone skills and program information training sessions to boost aptitude.
- Asked relevant questions to assist customers with selecting needed or requested products and services.
Library Associate
Champaign Public Library
02.1990 - 12.2020
- Enhanced library user experience by providing exceptional customer service and assisting with information requests.
- Streamlined book circulation process for improved efficiency and reduced wait times for patrons.
- Collaborated with librarians to develop and implement engaging programs and events for community.
- Assisted in collection development by selecting, purchasing, and weeding materials according to patron needs and interests.
- Provided reference assistance to patrons, utilizing various print and digital sources to answer questions accurately and efficiently.
- Managed interlibrary loan system to ensure timely access to materials from other libraries for patrons in need.
- Supervised team of student workers or volunteers, providing training, guidance, scheduling support, as well as performance feedback when necessary.
- Assisted patrons with technology-related questions about computers or devices available within library.
- Conducted inventory audits periodically ensuring minimal loss of assets while keeping updated record of library resources.
- Contributed to positive workplace culture by actively participating in staff meetings, professional development opportunities, and team-building activities.
- Assisted patrons with printing and copying according to personalized requirements.
- Answered patron questions in-person or by phone regarding library services and resources.
- Located library materials, resources and technologies to fulfill patron requests.
- Answered questions from patrons and helped to find desired materials.
- Developed library displays and implemented innovative outreach activities for improved community engagement.
- Maintained secure environment by monitoring visitors at front desk.
- Answered phone and in-person inquiries about library services, policies and procedures to provide accurate information.
- Assisted patrons with library's computers and provided information on logging onto Internet.
- Provided basic computer assistance to help patrons access needed resources.
- Utilized computer databases to locate library materials.
- Helped patrons locate resources using catalog and circulation systems.
- Assisted with mailings and interlibrary loans to facilitate flow of information and resources between libraries.
- Conducted library tours and orientations, familiarizing patrons with library's resources and services.
- Stayed up to date on references, card catalogs and automated information systems to teach and educate patrons.
Education
High School Diploma -
Midwood High School
Brooklyn, NY06.1984
Skills
- Excellent communication skills
- Customer service
- Client retention
- Client relations
- Customer follow-up
- Client needs analysis
- Relationship building
- Financial needs assessment
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Customer Relations - Earned highest marks for customer satisfaction, company-wide.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Supervised team of twelve staff members.
Certification
- Medicare Broker Certified
- America's Health Insurance Plans (AHIP) Certified
- HIPPA Certified
- CMS Fraud, Waste and Abuse Certified
Languages
English
Native or Bilingual
Haitian Creole
Professional Working
Timeline
Licensed Medicare Insurance Broker - Remote
E-TeleQuote
06.2024 - Current
Citi Bank New Account Verification - Remote
Arise Virtual Solutions Inc.
09.2022 - 12.2023
Instructor - Remote
Arise Virtual Solutions Inc.
02.2020 - 12.2023
Facilitator - Remote
Arise Virtual Solutions Inc.
02.2019 - 12.2023
Inbound Call Center Agent - Remote
Arise Virtual Solutions Inc.
01.2011 - 12.2023
Library Associate
Champaign Public Library
02.1990 - 12.2020
- Medicare Broker Certified
- America's Health Insurance Plans (AHIP) Certified
- HIPPA Certified
- CMS Fraud, Waste and Abuse Certified
High School Diploma -
Midwood High School
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