Nicole Rios
Orlando,Fl.
Summary
Experienced in the medical field, technical support, customer service, marketing, and sales. Hardworking and dedicated individual with a strong background in inbound and outbound calling for sales and customer service. Skilled in appointment setting, managing records, and upholding HIPAA protocol. Committed to excellence in every task. Highly proficient in computer operations, quickly learning new programs and typing at an average speed of 65 words per minute. Well-versed in Word, Excel, PowerPoint, and Linux parallels. Comfortable with both Windows and Linux systems. Approach interactions with prospects or clients with patience and respect. Prioritize going above and beyond for customers, defusing challenging situations through compromise to ensure customer satisfaction and leave them with a positive experience.
Overview
15
15
years of professional experience
Work History
Licensed Insurance Agent
Ttec (TeleTech) - HealthCare Solutions
08.2017 - 07.2024
- Calculated quotes and educated potential clients on insurance options.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
- Improved client satisfaction by providing tailored insurance solutions and exceptional customer service.
- Established trust with clients through transparent communication regarding policy costs, coverages, exclusions, limitations, endorsements or riders available upon request.
- Enhanced cross-selling success by identifying complementary products that would further protect clients'' assets or reduce liability exposure.
- Consistently met or exceeded sales targets through diligent prospecting, follow-up, and effective closing strategies.
- Delivered outstanding first-contact resolution rates when assisting clients with inquiries about premiums or billing issues.
- Attended continuing education courses and workshops to gain additional insurance industry knowledge.
- 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.
Sales Rep
Contact America
02.2017 - 05.2017
- Executed cold calls in telecommunications and telesales.
- Collaborated on training initiatives to establish successful PM shift operations.
- Excellent sales record
- Trained in all available programs
- Trainer experience
Sales Rep, Customer Support
Dial America
09.2014 - 05.2016
- Advanced to Non-Licensed Insurance Agent role for effective rapport with elderly callers.
- Managed and resolved Technical Escalation Forms with precision and efficiency.
- Pioneered and led onboarding for team members assigned to live support initiatives.
IT Support and Sales
Convergys
02.2014 - 08.2014
- Developed proficiency in processing incoming calls for customer assistance.
- Learned soft phone skills while placing customers on hold, as well how to use and operate call center phones, multiple lines
- Skilled in handling and diffusing tense situations.
- Customer Service Tier 2 Technical Support trouble shooting via telephony for cable, internet and phone service
- Graduated training class with the highest percentage
- Convergys was my first experience in a corporate call center setting giving me the knowledge and experience to handle incoming calls for customer support
IT Technician and Customer Service
Next Level Lan Gaming Center
11.2009 - 10.2012
- Planned and organized events while strategizing marketing and advertising initiatives.
- As well as inventory and all other sales duties
- PC repair, image mounting, and was responsible for following up on all repairs, with the lead technician, as well as with the clients
- Coordinated engaging competitions to enhance participation.
- Marketing and Advertising
- Junior Systems Administrator
- Proficient in Smartlaunch
- Coordinated tasks by efficiently managing work orders and prioritizing client needs.
Education
Communications
Seminole Community College
Communications
University of Phoenix
High School Diploma - Spanish
Oviedo High School
Oviedo01.2006
Skills
- Proficient typing skills
- Data Entry
- Knowledge of Microsoft Office applications
- Linux
- POP3
- IMAP
- Salesforce
- Softphones
- Setting appointments
- Sales calls
- Troubleshooting IT Tier 2 support
- Answering questions about insurance
- Third party verifications calls
- Excellent trouble shooter
- Active listening skills
- Great attitude
- Enunciation
- Clear voice
- Good diction
- Grammar
Timeline
Licensed Insurance Agent
Ttec (TeleTech) - HealthCare Solutions
08.2017 - 07.2024
Sales Rep
Contact America
02.2017 - 05.2017
Sales Rep, Customer Support
Dial America
09.2014 - 05.2016
IT Support and Sales
Convergys
02.2014 - 08.2014
IT Technician and Customer Service
Next Level Lan Gaming Center
11.2009 - 10.2012
Communications
Seminole Community College
Communications
University of Phoenix
High School Diploma - Spanish
Oviedo High School
Similar Profiles
Alicia BrewtonAlicia Brewton
Health Insurance Agent at Ttec (TeleTech) - HealthCare SolutionsHealth Insurance Agent at Ttec (TeleTech) - HealthCare Solutions
Angel BrownAngel Brown
Customer Service Representative at Ttec (TeleTech) - HealthCare SolutionsCustomer Service Representative at Ttec (TeleTech) - HealthCare Solutions
James MingleJames Mingle
Webtech Website Support -UHC at Ttec (TeleTech) - HealthCare SolutionsWebtech Website Support -UHC at Ttec (TeleTech) - HealthCare Solutions
Shakeyda LawrenceShakeyda Lawrence
Healthcare Customer Service Representative at Ttec (TeleTech) - HealthCare SolutionsHealthcare Customer Service Representative at Ttec (TeleTech) - HealthCare Solutions
Timm PiperTimm Piper
Sr. Regional Sales Specialist at Axlab, Inc.Sr. Regional Sales Specialist at Axlab, Inc.