David Sanderson
CARVANA
San Tan Valley,AZ
1
Language
19
years of professional experience
Customer Advocate | Healthcare Member Support | Relationship Management Customer-focused professional with more than 20 years of experience delivering exceptional client service, healthcare support, and call center leadership. Recognized for building trust with clients, resolving complex issues, and providing compassionate, white-glove service throughout the customer journey. Extensive experience advocating for customers, collaborating with cross-functional teams, resolving escalations, and educating members on complex products and processes. Passionate about improving the customer experience through proactive communication, relationship building, and solution-oriented problem solving.
Work History
Senior Advocate
1 Year- Supported customers throughout vehicle buying and selling process, delivering exceptional service via phone and digital channels while collaborating with internal departments to resolve complex issues and ensure seamless experience.
- Resolved escalated customer concerns quickly while maintaining professionalism and preserving customer confidence.
- Built strong customer relationships through proactive communication and consultative problem solving.
- Supported customers throughout the vehicle buying and selling process while delivering exceptional service through phone and digital communication channels. Worked closely with multiple internal departments to resolve complex customer issues and ensure a seamless customer experience.
- Collaborated with Operations, Logistics, Customer Experience, and Support teams to coordinate timely issue resolution.
- Educated customers on products, services, policies, and technology to improve understanding and engagement.
- Educated customers on products, services, policies, and technology, enhancing understanding and engagement.
- Identified and implemented improvements in communication processes, reducing customer friction.
- Key Contributions
PHI / TELECMI Specialist
6 Years- Conducted detailed medical interviews with insurance applicants while gathering critical healthcare information for underwriting decisions. Worked closely with underwriters, management, and internal teams to resolve complex cases and ensure timely processing.
- Contributed to team goals by providing insights and support.
- Delivered compassionate, high-quality service, assisting clients with sensitive healthcare conversations to foster trust and understanding.
- Investigated complex cases and collaborated with multiple stakeholders to ensure successful case completion.
- Investigated complex cases, collaborating with stakeholders to resolve issues and ensure timely case completion.
- Trained new employees on customer communication, technology, workflow efficiency, and call quality best practices.
- Earned a reputation for professionalism, empathy, and one-call issue resolution.
- Developed a reputation for delivering exceptional customer service and resolving issues effectively. for professionalism, empathy, and one-call issue resolution.
Call Center Specialist
2 Years- Facilitated policy servicing, payments, and account inquiries for policyholders, financial professionals, and internal partners.
- Resolved payment issues and policy concerns, enhancing customer experience through effective communication.
- Maintained high customer satisfaction while meeting productivity and quality expectations.
- Achieved high customer satisfaction by consistently meeting productivity and quality expectations.
Training Supervisor
2 Years- Led all company training initiatives including onboarding, continuing education, and sales development.
- Designed and delivered new hire and ongoing training for customer service representatives.
- Transitioned company training from paper manuals to a fully electronic learning platform.
- Transitioned training resources from paper manuals to a fully electronic learning platform, enhancing accessibility for all employees.
- Collaborated with leadership to develop strategies that enhanced employee performance and elevated customer satisfaction.
- Developed training materials that increased knowledge retention and ensured operational consistency across the team.
Call Center Team Supervisor
1 Year- Supervised teams of 8–18 customer service representatives, ensuring alignment with operational goals.
- Coached employees to enhance quality scores and customer satisfaction, contributing to overall team success.
- Conducted performance reviews and implemented individualized improvement plans.
- Fostered positive, collaborative, customer-focused team culture to promote engagement and performance.
Professional DJ
8 Years- Coordinated weddings, corporate functions, and private events, managing client relationships to ensure seamless execution.
- Cultivated lasting client relationships through exceptional communication and tailored service.
- Facilitated events for groups of up to 500 attendees, ensuring high levels of satisfaction and engagement.
Corporate Trainer
- Delivered instructor-led training to equip new Medicare and Affordable Care Act representatives with essential knowledge.
- Prepared employees to effectively address Medicare and ACA member inquiries, enhancing customer service quality.
- Facilitated engaging classroom instruction for groups of up to 36 participants, fostering an interactive learning environment.
Medicare Sales Specialist
2 Years- Educated members regarding Medicare Advantage, Medicare Supplement, and Prescription Drug Plans.
- Educated members on Medicare Advantage, Supplement, and Prescription Drug Plans to enhance understanding and informed choices.
- Delivered consultative recommendations based on each client's healthcare needs.
- Achieved high-quality assurance scores through maintaining accuracy and compliance while delivering exceptional customer service.
- Established trust with members by simplifying complex healthcare information, facilitating informed enrollment decisions.
Education
High School Diploma
Skills
Microsoft Outlook
Microsoft Word
Microsoft Excel
Microsoft PowerPoint
Account management
Problem-solving
Member support
Email management
Complaint resolution
EDUCATION & PROFESSIONAL DEVELOPMENT
- Leadership Training – World Works International
- Train the Trainer – Carey Limousine
- Train the Trainer – General Dynamics
Languages
English
Native or Bilingual
Timeline
Senior Advocate
CARVANA
01.2025 - 01.2026Read More
PHI / TELECMI Specialist
MASSMUTUAL
01.2019 - 01.2025Read More
Call Center Specialist
MASSMUTUAL
01.2017 - 01.2019Read More
Training Supervisor
OPENTECH ALLIANCE
01.2015 - 01.2017Read More
Call Center Team Supervisor
OPENTECH ALLIANCE
01.2014 - 01.2015Read More
Corporate Trainer
COGNOSANTE (Contract at GDIT Call Center)
01.2013 - 01.2013Read More
Medicare Sales Specialist
HUMANA
01.2011 - 01.2013Read More
Professional DJ
INFINITY ENTERTAINMENT
01.2007 - 01.2015Read More
Prescott High School
High School Diploma
Read More