Nichole Anderson
Winter Haven
Summary
Skilled Agent experienced in identifying the needs of the client and working to find a solution promptly and professionally. Determined Quality Assurance Specialist with dedication to quality and accuracy. Familiar with handling multiple projects in highly competitive environments. Solid interpersonal and collaboration skills. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Licensed Insurance Agent
HPOne
08.2023 - Current
- Improved client satisfaction by providing tailored insurance solutions and exceptional customer service.
- Increased policy sales by conducting thorough needs assessments and presenting suitable coverage options.
- Enhanced agency reputation through consistent provision of accurate, timely, and knowledgeable advice on insurance policies and regulations.
- Streamlined the claims process for clients, ensuring prompt resolution and payment of claims.
- Retained existing clientele by regularly reviewing their policies and recommending adjustments as needed to maintain optimal coverage.
- Achieved high client retention rates by consistently delivering exceptional service and support throughout the policy lifecycle.
- Consistently met or exceeded sales targets through diligent prospecting, follow-up, and effective closing strategies.
Licensed Agent
TTEC Communications Inc.
08.2022 - Current
- Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
- Analyzed customer requirements to determine which products or services would provide best fit.
- Informed clients of policies and procedures.
- Resolved caller issues quickly and thoroughly.
- Obtained client information by answering telephone calls.
- Advised customers about new products and assisted customers in determining best Medicare plan for their needs.
- Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
- Obtained underwriting approval by completing application for coverage.
- Calculated quotes and educated potential clients on insurance options.
Quality Assurance Team Member
Omni Interactions(CVS Contract)
11.2020 - 04.2022
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Monitored calls for quality-control.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Inspected, verified and documented quantifiable characteristics of calls by comparing against customer specifications and company quality standards.
- Fixed identified issues to increase productivity and boost workflows.
- Promoted adherence to quality standards by educating CSRs on quality control.
- Created and ran Learning Bars to help boost QA scores by providing extra knowledge to CSRs.
Customer Service Representative
Faneiul(Humana Contract)
09.2021 - 11.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
CSR
CORESTAFF Services(CT PUA)
11.2020 - 04.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Communicated with people from various cultures and backgrounds on application process.
- Documented all communication with applicants and inputted information into system.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Scheduled appointments with applicants to gather information and explain benefits processes.
Office Manager
Jackson Hewitt Tax Service
12.2013 - 03.2020
- Managed/ Trained new staff,, , Data input, Banking, Payroll, Schedules, managed incoming and outgoing phone calls, completed tax returns) Winter Haven, Fl, 407-282-1040.
- Maintained computer and physical filing systems.
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
- Prepared and reviewed federal and state income tax returns in accordance with applicable tax laws.
- Researched and analyzed tax developments and applications to specific business situations.
- Managed, developed and trained staff, established and monitored goals and conducted performance reviews for staff.
- Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
Education
Bachelor of Science - Business Administration
Southern New Hampshire University
No Degree - Education
Ashford University
High School Diploma - undefined
James A Garfield High School
Garrettsville, OHLicense - Cosmetology
Maplewood Career Center
Ravenna, OHSkills
- Professional telephone demeanor
- Complaint resolution
- Remote Work
- Staff Development and Training
- Team Management and Supervision
- Proficient in Microsoft Office and Outlook
- Strong Communication Abilities
- Information Documentation
- Insurance Recommendation
Certification
- Licensed Insurance Agent - Est. 2022 in FL, IL, NJ and NY
Timeline
Licensed Insurance Agent
HPOne
08.2023 - Current
Licensed Agent
TTEC Communications Inc.
08.2022 - Current
Customer Service Representative
Faneiul(Humana Contract)
09.2021 - 11.2021
Quality Assurance Team Member
Omni Interactions(CVS Contract)
11.2020 - 04.2022
CSR
CORESTAFF Services(CT PUA)
11.2020 - 04.2021
Office Manager
Jackson Hewitt Tax Service
12.2013 - 03.2020
Bachelor of Science - Business Administration
Southern New Hampshire University
No Degree - Education
Ashford University
High School Diploma - undefined
James A Garfield High School
License - Cosmetology
Maplewood Career Center
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