Melissa Rijo Wood
Charlotte,NC
Summary
Adept at transforming customer interactions into sales opportunities, I leveraged my expertise in CRM software and exceptional customer service skills at Tranzact Insurance Solutions to significantly enhance client satisfaction and retention. My proactive approach in policy writing and client assessment, honed at Concentrix and Gibon Tech Corp, consistently exceeded sales targets by over 30%. I am a goal-oriented professional effective at dealing with individuals during stressful and confusing situations to address benefits needs and navigate agency structures. Practiced at working with regulatory limits and department standards to handle requirements via email, letter, telephone calls and in person. Offering several-year background generating new business by selling various insurance plans.
Overview
11
11
years of professional experience
Work History
Insurance Agent
Tranzact Insurance Solutions
Charlotte, NC
08.2023 - Current
- Delivered a Best-in-class customer service experience through continuous coaching by leaders in order to constantly improve soft skills, sales tactics, rapport building, and active listening skills
- Conducted telephone appointments with prospective clients to build rapport and sell insurance services.
- Explained complex technical terms related to insurance plans in simple language for easy understanding.
- Monitored clients' insurance coverages to ensure changing needs were met.
- Conducted research to identify competitive rates and benefits offered by other providers.
- Leveraged industry trends to shape solutions and approaches.
- Educated customers on the importance of maintaining adequate insurance coverage.
- Responded to customer inquiries and problems to promote great service.
- Conducted meetings or phone calls with potential clients to present insurance policies and answer questions.
- Ensured compliance with applicable laws, regulations, and company policies while selling insurance products.
- Developed and implemented comprehensive insurance plans for clients according to their individual needs.
- Gathered detailed information from customers prior to offering quotes or making recommendations.
- Developed relationships with new clients through expert customer service and gained clientele through referrals from existing customers.
- Provided customers with information regarding plan features, pricing, and availability.
- Participated in continuing education courses to stay current on industry trends and changes in regulations.
Call Center Agent
Concentrix
Jacksonville, NC
02.2020 - 07.2023
- Company Overview: I was an advocate for Centerwell Pharmacy, formally known as Humana, as a customer service representative for the award-winning global company, Concentrix.
- Listen attentively to customers' needs and concerns.
- Demonstrate empathy while maximizing the opportunity to build rapport with the customer.
- Solve problems that are generally unstructured and require extensive use of conceptual thinking skills.
- Track packages.
- Review shipment dates and locations.
- Billing questions.
- Payment processing.
- Audited customer account information to identify issues and develop solutions.
- Took many inbound calls per day, attentively listening to customers' questions and concerns and increasing customer base.
- Resolved common and complex issues by determining need of customer and immediately offering favorable solutions, increasing customer satisfaction scores.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Maintained strong call control and quickly worked through scripts to address problems.
Sales Representative
Gibon Tech Corp
Newark, NJ
03.2014 - 03.2019
- Cellular Service Sales Representative for Sprint and all associated companies, such as Boost Mobile, Virgin Mobile, and T-Mobile.
- Providing excellent customer and client service, and advisory.
- Perform tasks and orders in a timely and efficient manner, including but not limited to creating accounts, billing, processing payments, and purchases.
- Troubleshooting and resolving any issues that may occur within my expertise.
Education
High school diploma -
Skills
- Customer Service Excellence
- Customer follow-up
- email follow up
- Email Submission Processing
- Client assessment
- Prospective client identification
- Regulatory compliance
- Licensed insurance agent
- Policy writing
- Leads prospecting
- Quotes and sales
- Health insurance Sales
- Inbound Sales
- Outbound Sales
- Sales Management
- Account Management
- Microsoft Office
- Upselling
- Telemarketing
- Direct Sales
- Typing
- CRM Software
- Salesforce
- Customer Relationship Management
- Software Troubleshooting
- Help Desk
- Sunfire software
- Call time management
Languages
Spanish, Fluent
Personal Information
Work Permit: Authorized to work in the US for any employer
Affiliations
Aside from my professions, I am also a mother and I enjoy time spent with family.
I have been a content creator for social media for a few years and over those years I educated myself on the use of camera lenses and functions, as well as editing photo and video.
Languages
Spanish
Professional
Timeline
Insurance Agent
Tranzact Insurance Solutions
08.2023 - Current
Call Center Agent
Concentrix
02.2020 - 07.2023
Sales Representative
Gibon Tech Corp
03.2014 - 03.2019