Marie D. Davis
Orlando,FL
Summary
Dynamic leader with extensive experience in customer service and staff training at Results CX. Achieved remarkable enrollments in health plans by effectively analyzing client needs and delivering tailored solutions. Proficient in 214 & 240-Licenses, with a strong ability to foster team unity and implement successful recruitment strategies. Expertise in problem resolution enhances operational efficiency and supports organizational growth.
Overview
8
8
years of professional experience
Work History
Enrollment Agent
Results CX
Paris, TX
04.2021 - Current
- Receives inbound calls from beneficiaries who want to enroll into Health Insurance.
- Educate beneficiaries on how the plan works, including benefits, cost sharing, and levels of coverage.
- Assist beneficiaries with plan information, look up medicines on the formulary to verify if they are covered, the tier and copay level, and if a drug is not covered provide an explanation as to why.
- Key Accomplishment: Educate beneficiaries of different plans Ambetter offers.
- Enroll beneficiaries into Ambetter Health Plans.
- Assist members with health coverage through chat.
- Make concise and detailed notations as it pertains to Customer Account.
- Provide excellent customer service experience to all callers.
Trainer/Supervisor
Results Cx
Paris, TX
08.2024 - 11.2024
- Trained and managed team of 18 to 32 agents.
- Identify, prioritize, and coach agent development areas.
- Provide motivational techniques to promote team building and to increase team
- Multitask, listen, input data, probe, and proves solutions to the agents.
and call center morale. - Ensure that all agents have working equipment, and all items needed to do their job.
- Maintained up to date level of product and procedural knowledge by being attentive to and acting upon information advised in email updates, team meetings, training, and other briefing.
Enrollment Agent
Convey Heath Solution
Miramar, FL
09.2018 - 03.2021
- Receives inbound calls from beneficiaries who want to enroll into a PDP program.
- Educate beneficiaries on how the plan works, including benefits, cost sharing, and levels of coverage.
- Assist beneficiaries with updating account information, providing plan information, look up medicines on the formulary to verify. if they are covered, the tier and copay level, and if a drug is not covered provide an explanation as to why.
- Update account information such as billing options.
- Submit mail requests for beneficiaries such as ID cards and formularies.
- Key Accomplishment: Educate beneficiaries of different plans Cigna offers.
- Enroll beneficiaries into Cigna Health Spring Rx PDP Plan.
- Make concise and detailed notations as it pertains to Customer Account.
- Provide excellent customer service experience to all callers.
Shift Lead (Supervisor)
Walgreens
Miramar, FL
02.2017 - 08.2018
- Develop and implement strategic plans to delegate tasks to staff and supervise performance, providing leadership to team members and communicating store strategies to staff.
- Manage, plan, and track stock levels and purchases while controlling damages, markdowns, and facility controls.
- Train, mentor, and motivate personnel ensuring high levels of customer satisfaction through quality service.
- Key Accomplishments: Execute strategic store operation plans in absence of Store Manager, opening and closing store and authorizing overrides, money deposits, and register balances.
- Establish reputation as key manager, openly communicating with team members, maintaining a clean and well-organized store, and securing a safe working and shopping environment.
Education
Bachelor of Science - Business Management-Health Care Management
KAPLAN UNIVERSITY
01.2010
Associate of Applied Science - Health Information Management
MIAMI DADE COLLEGE
01.2006
Certificate - Coder/Biller Specialist
MIAMI DADE COLLEGE
01.2002
Skills
- 214 & 240-Licenses
- Chat
- Work from Home
- Customer Service
- Recruitment Strategies
- Records Management
- Staff Training & Leadership
- Problem Resolution
- Client needs analysis
- New agent training
Timeline
Trainer/Supervisor
Results Cx
08.2024 - 11.2024
Enrollment Agent
Results CX
04.2021 - Current
Enrollment Agent
Convey Heath Solution
09.2018 - 03.2021
Shift Lead (Supervisor)
Walgreens
02.2017 - 08.2018
Bachelor of Science - Business Management-Health Care Management
KAPLAN UNIVERSITY
Associate of Applied Science - Health Information Management
MIAMI DADE COLLEGE
Certificate - Coder/Biller Specialist
MIAMI DADE COLLEGE
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