Melanie Henson
Richmond,Texas
Summary
Dynamic Customer Specialist dedicated to delivering exceptional service and swift issue resolution. Known for strong communication skills and meticulous attention to detail, consistently ensuring customer satisfaction. Experienced in thriving within fast-paced, high-volume call environments while maintaining efficiency and accuracy in support efforts. Committed to enhancing customer experiences through proactive problem-solving and a positive attitude.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Licensed Life and Health Insurance Agent
HealthMarkets Insurance Agency
01.2025 - Current
- Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
- Trained new agents on effective sales techniques and customer service best practices.
- Educated clients about health insurance coverage options, benefits and costs.
- Streamlined the application process for clients, resulting in faster approvals and fewer errors.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded proactively and positively to rapid change.
- Assisted clients in understanding health insurance options and enrollment processes.
- Evaluated client needs to recommend appropriate coverage solutions and plans.
- Developed personalized insurance strategies to enhance client satisfaction and retention.
Licensed Medicare Agent
America’s Trusted Benefits
04.2024 - 01.2025
- Informed clients of policies and procedures.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- 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.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- Managed client inquiries to ensure timely resolution and satisfaction.
- Assisted in developing tailored benefits solutions for diverse client needs.
Customer Care Specialist 2
Best Buy
09.2021 - 04.2024
- Took ownership of customers issues to follow problems through to resolution.
- Exceeded performance goals consistently by meeting 98% goal of demonstrating superior product knowledge when assisting customers.
- Helped large volume of 100 plus customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Managed difficult customer situations with empathy and understanding, ultimately defusing tensions and finding mutually agreeable resolutions.
- Logged call information and solutions provided into internal database.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Resolved customer inquiries through multiple channels, ensuring high satisfaction levels.
- Educated customers on product features and services, enhancing overall purchasing experience.
Education
No Degree - Business Management
Victoria College
Victoria, TXCertificate - Licensed Vocational Nursing
Victoria College School of Vocational Nursing
Victoria, TX08-2005
High School Diploma -
Cookeville High School
Cookeville, Tennessee05-1995
Skills
- User engagement strategies
- Effective problem resolution
- Effective listening
- In-depth product knowledge
- Customer complaint management
- Accurate data entry
- Proficient in Microsoft Office products
- Account management
- Teamwork and collaboration
- Time management
- Multitasking
- Call center customer service
- Public speaking
Certification
- Licensed Life and Health Insurance Agent since 11/2023 NPN 19478895
Timeline
Licensed Life and Health Insurance Agent
HealthMarkets Insurance Agency
01.2025 - Current
Licensed Medicare Agent
America’s Trusted Benefits
04.2024 - 01.2025
Customer Care Specialist 2
Best Buy
09.2021 - 04.2024
No Degree - Business Management
Victoria College
Certificate - Licensed Vocational Nursing
Victoria College School of Vocational Nursing
High School Diploma -
Cookeville High School