Maurice Sykes
South Holland,IL
Summary
Experienced customer service professional with over 15 years of sales and service expertise, complemented by a total of 20 years in call center environments. Skilled in service-based roles, prioritizing customer satisfaction in fast-paced settings. Collaborative team player and effective leader, leveraging strong technical and interpersonal abilities to drive organizational efficiency and profitability. Committed to delivering quality performance while fostering and nurturing customer loyalty.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Benefits Advisor - Sentara Healthcare
Insight Global
11.2020 - 08.2024
- Advised customers regarding plans, coverage and deductibles
- Stayed current on industry trends and Medicare changes affecting client benefits, applying this knowledge to proactively update job aids as needed.
- Reviewed customer situation to recommend options to best fit customer needs while maintaining affordability
- Designed tools to improve employee productivity
- Regularly maintained position in top 25% of team for sales, productivity, availability and call quality.
- Served as a trusted resource for members seeking assistance with complex claims issues or disputes with service providers.
Fraud Specialist - IDES
Insight Global
01.2020 - 08.2023
- Handled both inbound and outbound calls in a fast paced environment
- Evaluated each situation to determine the callers’ needs to assist effectively
- Secured calls while maintaining confidentiality with sensitive PII
- Provided claimants with accurate information including direction to the appropriate department when necessary
- Closed fraudulent claims
- Advised victims of necessary steps to protect themselves in addition to important information on helpful resources available to them
- Tracked and reported calls taken daily as well as status, classification, escalations and trends
- Met at regular intervals to stay apprised of new developments in procedures, and organizational changes.
- Maintained detailed records of all detected fraud incidents for future reference and analysis.
Benefits Advisor
GoHealth
04.2018 - 03.2020
- Advised customers regarding plans coverage and deductibles
- Correctly calculated discounts and charges quickly
- Reviewed customer situation to recommend options to best fit customer needs while maintaining affordability
- Designed tools to improve employee productivity
- Regularly maintained position in top 3 of team for sales, productivity, availability and call quality.
- Conducted detailed benefits analysis to tailor plans that met client needs and Medicare guidelines.
- Provided expert guidance during benefit plan design reviews, resulting in optimized offerings for clients.
Benefits Advisor
Informis
06.2017 - 01.2018
- Set Appointments
- Maintained schedule with 100% response under 24 hours to inbound messages
- Advised customers regarding plans coverage and deductibles
- Reviewed customer situation to recommend options to best fit customer needs while maintaining affordability
- Assisted retirees with, medical, dental, and vision benefit packages.
- Assisted seniors with understanding Medicare options and the transition process
- Maintained Medicare certification
- Exceeded goals for sales, productivity, availability and call quality.
Benefits Advisor
GoHealth
09.2016 - 01.2017
- Advised customers regarding plans coverage and deductibles
- Correctly calculated discounts and charges quickly
- Reviewed customer situation to recommend options to best fit customer needs while maintaining affordability
- Designed tools to improve employee productivity
- Regularly maintained position in top 3 of team for sales, productivity, availability and call quality.
- Conducted detailed benefits analysis to tailor plans that met client needs and Medicare guidelines.
- Provided expert guidance during benefit plan design reviews, resulting in optimized offerings for clients.
Benefits Advisor
Aerotek Professional Staffing
05.2015 - 09.2016
- Advised customers regarding plans coverage and deductibles
- Correctly calculated discounts and charges quickly
- Reviewed customer situation to recommend options to best fit customer needs while maintaining affordability
- Designed tools to improve employee productivity
- Regularly maintained position in top 3 of team for sales, productivity, availability and call quality.
Customer Service Representative
Ajilon Staffing
03.2014 - 09.2015
- Assisted customers with completing Medicaid applications
- Accurately entered data quickly and efficiently
- Completed and mailed welcome packets and forms
- Scanned, tracked incoming documents and notated accounts
- Tracked incoming and outgoing mail communication with clients
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Customer Service Representative
Enova Financial
01.2011 - 09.2014
- Processed payments and assisted customers with loan applications
- Correctly calculated discounts and charges quickly
- Reviewed accounts to recommend options to improve customer satisfaction and retention
- Accurately recognized fraud trends and effectively defined key actions to minimize loss
- Designed tools to improve employee productivity
- Partnered with other departments within the company to increase employee morale
- Regularly exceeded company standards for productivity, availability and call quality.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
Senior Customer Relationship Specialist
Allstate Insurance Company
01.2001 - 01.2011
- Assisted policyholders with inquiries regarding claims concerns and changes to their policies
- Fielded escalations
- Provided floor support
- Committed to the assistance and support of others while maintaining a cheerful and helpful attitude
- Reviewed policies with customers and proposed different products and services based upon account history in order to help minimize their monthly bill
- Maintained sales and productivity goals
- Resolved disputes and problems
- Demonstrated skill in customer satisfaction, while maintaining efficiency, and a positive attitude
- Preserved and promoted customer retention through courteous and efficient resolution of disputes, complaints, and discrepancies.
- Enhanced customer satisfaction by addressing and resolving concerns in a timely manner.
- Submitted First Notice of Loss Claims during catastrophic events to ensure clients claims were started as quickly as possible.
- Spearheaded efforts to streamline departmental workflow processes, resulting in increased productivity among team members.
- Provided personalized support to customers, ensuring their needs were understood and met with appropriate solutions.
- Collaborated with cross-functional teams to ensure seamless service delivery, leading to high levels of customer retention.
- Team Lead for several teams from 2007-2011. Provided feedback regarding performance. Monitored calls and coached to increase productivity to exceed metrics. Mentored to create behaviors to ensure new trainees were successful. Assisted with the development and management of a SharePoint website dedicated to team development and support.
Benefits Advisor
Ranstad
01.2018
- Set Appointments
- Maintained schedule with 100% response under 24 hours to inbound messages
- Advised customers regarding plans coverage and deductibles
- Correctly calculated discounts and charges quickly
- Reviewed customer situation to recommend options to best fit customer needs while maintaining affordability
- Assisted seniors with understanding Medicare options and the transition process
- Maintained Medicare certification
- Exceeded goals for sales, productivity, availability and call quality.
Education
B.S. Business Marketing -
Governor’s State University
Chicago, ILSkills
- Benefits analysis
- Benefits Administration
- Teamwork and Collaboration
- Problem-Solving
- Time Management
- Leadership skills
- Multitasking
- Excellent Communication
- Organizational Skills
- Team Collaboration
- Analytical Thinking
Certification
- Insurance Producer-Life, Illinois Department of Insurance, 2015-01-01, Present
- Insurance Producer-Health, Illinois Department of Insurance, 2015-01-01, Present
- Insurance Producer-Fire, Illinois Department of Insurance, 2003-01-01, Present
- Insurance Producer-Casualty, Illinois Department of Insurance, 2003-01-01, Present
- AHIP Certified 2023 Medicare Health Plans
Publications
Allstate Woodridge CIC Weekly, G:\4GBFD\Documents\Dept103WRwebsite\main.htm, 10/24/2007
Timeline
Benefits Advisor - Sentara Healthcare
Insight Global
11.2020 - 08.2024
Fraud Specialist - IDES
Insight Global
01.2020 - 08.2023
Benefits Advisor
GoHealth
04.2018 - 03.2020
Benefits Advisor
Ranstad
01.2018
Benefits Advisor
Informis
06.2017 - 01.2018
Benefits Advisor
GoHealth
09.2016 - 01.2017
Benefits Advisor
Aerotek Professional Staffing
05.2015 - 09.2016
Customer Service Representative
Ajilon Staffing
03.2014 - 09.2015
Customer Service Representative
Enova Financial
01.2011 - 09.2014
Senior Customer Relationship Specialist
Allstate Insurance Company
01.2001 - 01.2011
- Insurance Producer-Life, Illinois Department of Insurance, 2015-01-01, Present
- Insurance Producer-Health, Illinois Department of Insurance, 2015-01-01, Present
- Insurance Producer-Fire, Illinois Department of Insurance, 2003-01-01, Present
- Insurance Producer-Casualty, Illinois Department of Insurance, 2003-01-01, Present
- AHIP Certified 2023 Medicare Health Plans
B.S. Business Marketing -
Governor’s State University
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