Monesha Miles
MS
Summary
Professional Summary
Detail-oriented Insurance Agent with experience delivering exceptional service and tailored insurance solutions to clients. Adept at navigating complex insurance policies and regulations, generating leads, and developing insurance plans. Skilled in building strong client relationships, assessing individual needs, and offering personalized advice to optimize coverage and minimize costs. Proficient at prospecting clients, developing quotes, and exceeding sales targets. Expertise in negotiation rates, providing customer information, and ongoing support.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Turbotax Live Assisted
(Concentrix)
Charlotte, NC
12.2023 - 04.2024
- Provided exceptional customer service to 50-90 customers daily (w) by actively listening to customers, assessing needs, and developing effective solutions (h) to increase customer service by 100%
- Successfully helped clients maximize their tax refunds and minimize potential errors, resulting in improved financial outcomes
Licensed Insurance Sales Agent(AEP Seasonal)
Teleperformance USA/UHC
Jacksonville , FL
01.2022 - 11.2023
- Conducted in-depth market research to identify potential clients and target markets.
- Utilized industry databases, conducted surveys, and analyzed competitor strategies.
Increased client base by 20% within six months.
- Developed personalized insurance solutions for clients based on their unique needs and financial goals.
- Held comprehensive consultations, assessed risk profiles, and recommended tailored coverage options.
Achieved a customer satisfaction rate of over 90% and generated a 15% increase in policy renewals.
Implemented targeted marketing campaigns to promote new insurance products and services. - Utilized digital platforms, created engaging content, and collaborated with marketing team.
- Boosted lead generation by 30% and exceeded sales targets by 10% in the first quarter.
Call Center Associate
Home Depot
Jackson, MS
07.2020 - 12.2021
- Handled a high volume of incoming calls from customers regarding product inquiries, order status, and complaints.
- Utilized active listening skills to understand customer needs and concerns, followed company protocols for issue resolution
- Improved call resolution times by 20% and contributed to overall team efficiency.
- Demonstrated empathy and patience while engaging with customers, actively listened to feedback and implemented necessary actions for improvement.
- Increased customer retention rates by 15% through personalized follow-up interactions.
Insurance Enrollment/Sales Agent Representative
The Powell Agency's
Jackson, MS
02.2019 - 10.2020
- Conducted insurance enrollment and sales activities during the seasonal period.
- Utilized effective communication skills to educate clients on various insurance plans, compare options, and address any concerns or questions.
- Successfully enrolled a high number of clients in suitable insurance policies, exceeding sales targets by 20%.
Telephone Research Interviewer(Medicare/Medicaid Representative
Quantum 3 Media LLC
Atlanta, GA
01.2020 - 12.2020
- Conducted telephone research interviews with Medicare/Medicaid representatives to gather data on healthcare coverage policies.
- Developed a structured interview script to ensure consistency in questioning and obtained consent from participants before proceeding.
- Generated comprehensive reports based on collected information, providing valuable insights for improving healthcare access and policy-making.
Operation Payroll Specialist and Customer Support
Quickbooks Online
Irvine, CA
03.2018 - 01.2019
- Conducted payroll processing and customer service tasks using Quickbooks Online for Operation Payroll Specialist
- Utilized Quickbooks Online features to input employee data, calculate wages, and generate pay stubs; Addressed customer inquiries and resolved issues promptly
- Streamlined the payroll process, reduced errors, and improved customer satisfaction levels with prompt responses
Senior Food and Beverage Server
Hoilday Retirement
Ridgeland, MS
05.2016 - 11.2017
- Implemented personalized meal plans and dietary restrictions for residents in retirement homes.
- Conducted individual assessments with residents to understand their specific needs and preferences.
Increased resident satisfaction by 20% and improved overall health outcomes.
- Data collected from surveys conducted with residents before and after the implementation of personalized meal plans.
Appointment Scheduler and Insurance Support
Sitel Group, Aon
Madison, MS
09.2020 - 04.2021
- Implemented an appointment scheduler system to streamline booking processes for patients and staff
- Conducted research on various scheduling software options, selected the most efficient one, and customized it to fit the needs of our clinic
- Decreased wait times for patients, improved staff efficiency, and increased overall patient satisfaction. According to a survey conducted post-implementation, 95% of patients found the new appointment scheduler easy to use and convenient.
Associate I,Customer Care
Aetna Medicare Continuum Global Solutions
Dallas, TX
10.2020 - 03.2021
- Identified errors in prescription orders by cross-referencing with patient profiles and physician instructions.
- Communicated effectively with pharmacists to resolve discrepancies and ensure accurate dispensing of medications.
- Implemented new quality control measures to prevent future errors from occurring.
- Through our diligent efforts, we were able to significantly reduce the number of medication errors in our pharmacy, leading to improved patient safety and satisfaction.
Education
Bachelor of Science - (BCs) in Pharmacy Technician
Technical College - Clarksville
Clarksville, TN01-2025
Associate of Applied Science - Medical Billing And Coding
Penn Foster College
Scottsdale, AZ08-2023
Certification - Healthcare IT Technician And Professional Coder
MedCerts, LLC
13955 Farmington Rd Livonia, MI 48154Certification - Electronic Health Records
Ashworth College
5051 Peachtree Corners Cir Suite 200, Norcross, GASkills
- Policy Renewals Data Entry
- CRM Software Filing
- Insurance Sales Strategy Medical Terminology Knowledge
- Policy Knowledge Microsoft Excel
- Customer Service Documentation
- Paperwork Processing Microsoft Outlook
- Closing Deals Insurance Verification
- Building Rapport Claims Processing
- Scheduling Patient Data Identification
- Product Knowledge Revenue Cycle Management
- Inbound and Outbound Calling Anatomy and Physiology
- CRM Software
Certification
- Medical Billing & Coding
- Medical Terminology- 4 years
- Pharmacy Dosages and Prescriptions
- CPC (Certified Professional Coder)
- FFM/ACA Certified
- Healthsherpa
- EHR Certified
- AHIP Certified -2024
- IT Healthcare Technician
- Medical Transcription
- Insurance Advisor
- Claims Evaluation
- Claims Handling Best Practices
- Essential Law for the Claims Professional
- Property and Casualty Pre-License
- Long Term Care
- Claims Evaluation
- Disability Income Insurance
- Life Insurance Underwriting
- Pre-license P&C Insurance
- 19 states Insurance Licenses (All Active)
NPN: 20723010
License Number:10948972
Timeline
Turbotax Live Assisted
(Concentrix)
12.2023 - 04.2024
Licensed Insurance Sales Agent(AEP Seasonal)
Teleperformance USA/UHC
01.2022 - 11.2023
Associate I,Customer Care
Aetna Medicare Continuum Global Solutions
10.2020 - 03.2021
Appointment Scheduler and Insurance Support
Sitel Group, Aon
09.2020 - 04.2021
Call Center Associate
Home Depot
07.2020 - 12.2021
Telephone Research Interviewer(Medicare/Medicaid Representative
Quantum 3 Media LLC
01.2020 - 12.2020
Insurance Enrollment/Sales Agent Representative
The Powell Agency's
02.2019 - 10.2020
Operation Payroll Specialist and Customer Support
Quickbooks Online
03.2018 - 01.2019
Senior Food and Beverage Server
Hoilday Retirement
05.2016 - 11.2017
Bachelor of Science - (BCs) in Pharmacy Technician
Technical College - Clarksville
Associate of Applied Science - Medical Billing And Coding
Penn Foster College
Certification - Healthcare IT Technician And Professional Coder
MedCerts, LLC
Certification - Electronic Health Records
Ashworth College