Melissa Rijo Wood
Charlotte,NC
Summary
Adept at transforming complex customer interactions into high-efficiency resolutions, I leverage my expertise in CRM software and exceptional digital communication skills to significantly enhance client satisfaction and retention. My proactive approach in compliance and client assessment, honed across multiple customer-facing roles, consistently exceeds service targets. I am a goal-oriented professional effective at dealing with individuals during stressful and confusing situations to address benefits needs and navigate complex agency structures. Practiced at working with regulatory limits and department standards to handle requirements via email, letter, and digital channels.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Insurance Agent
Your Health Care LLC
Deerfield Beach, Florida
04.2025 - Current
- High-Volume Digital Communication: Leveraged GoHighLevel CRM and EnrollHere to manage a rapid-response workflow, navigating the full enrollment lifecycle for Medicare Advantage (Part C) and ancillary health products.
- Complex Data Management: Expertly gathered and verified sensitive client data, including provider networks and medication lists (dosages/frequency), ensuring 100% accuracy in coverage alignment and plan eligibility.
- Compliance & Disclosure Mastery: Maintained strict adherence to CMS and life insurance regulatory standards by accurately delivering Summaries of Benefits and legal disclosures in high-pressure environments.
- Efficiency & Multitasking: Optimized a '40-minute start-to-finish' workflow, encompassing client discovery, technical verification, and digital enrollment without sacrificing quality or compliance.
- Cross-Product Proficiency: Rapidly pivoted between health insurance, hospital indemnity, and mail-order pharmaceutical services, demonstrating an ability to master new product scripts and technical systems quickly.
Insurance Agent
Tranzact Insurance Solutions
Charlotte, NC
08.2023 - 01.2025
- 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
- Served as an advocate for Centerwell Pharmacy (formerly Humana) as a customer service representative.
- Solved problems that are generally unstructured and required extensive use of conceptual thinking skills.
- Audited customer account information to identify issues, process payments, and develop solutions.
- Resolved common and complex issues by determining customer need and immediately offering favorable solutions.
Sales Representative
Gibon Tech Corp
Newark, NJ
03.2014 - 03.2019
- Cellular Service Sales Representative for Sprint, Boost Mobile, Virgin Mobile, and T-Mobile.
- Performed tasks and orders in a timely and efficient manner, including creating accounts, billing, processing payments, and purchases.
- Troubleshot and resolved issues within expertise, providing excellent customer and client service.
Education
High School Diploma -
Silk City 2000 Academy
Paterson, NJSkills
- Customer Service Excellence
- Email & Chat Support
- Email Submission Processing
- Client Assessment
- Regulatory Compliance
- Licensed Insurance Agent
- Account Management
- Software Troubleshooting
- CRM Software (GoHighLevel, Salesforce, Sunfire)
- HIPAA Certified
- Typing (High-Volume Documentation)
- Spanish (Fluent/Professional)
Certification
Licensed Insurance Agent-Life & Health
Notary Signing Agent
HIPAA
Languages
Spanish, Fluent
Spanish, Professional
Interests
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
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Insurance Agent
Your Health Care LLC
04.2025 - Current
Insurance Agent
Tranzact Insurance Solutions
08.2023 - 01.2025
Call Center Agent
Concentrix
02.2020 - 07.2023
Sales Representative
Gibon Tech Corp
03.2014 - 03.2019
High School Diploma -
Silk City 2000 Academy