Patrice Gibbons
Customer Service Representative
Pearland,TX
Summary
Resourceful customer service professional and energetic self starter offering 5+ year track record of cultivating customer loyalty and retention. Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. Superb analytical skills leveraged to proactively improve customer service processes and garner stellar customer feedback.
Overview
15
15
years of professional experience
7
7
years of post-secondary education
2
2
Certifications
Work History
Representative (Remote)
Teleperformance USA
Salt Lake City, UT
10.2022 - Current
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Coordinated and managed vendor relations to secure access to resources and services needed to promote business needs.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promoted available products and services to customers during service, account management, and order calls.
Benefits Coordinator (Remote)
Senior Life Services
Vero Beach, FL
07.2022 - 09.2022
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
- Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
- Generated leads through cold-calling, networking and other outreach methods.
- Collected premiums on or before effective date of coverage.
- Performed administrative tasks, such as maintaining records and handling policy renewals.
Medicare Sales Agent (Remote)
TTEC
Englewood, CO
07.2021 - 05.2022
- Educated clients on insurance policies and procedures.
- Analyzed customer needs to provide customized insurance solutions.
- Evaluated competitors' products and services to gain competitive advantage.
- Negotiated contracts and terms of sale with potential customers.
- Determined financial needs by assessing existing coverage and aligning new products and services with long-term goals.
Life & Health Agent (Remote)
Healthcare Solutions Team
Lombard, IL
12.2020 - 05.2021
- Prepared customized recommendations for plans to meet particular needs.
- Helped consumers enroll in private and marketplace plans and cross-sold additional benefits such as dental and vision plans.
- Developed sales leads from direct referrals, networking and targeted marketing campaigns.
- Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
- Generated leads through cold-calling, networking and other outreach methods.
Medicare Sales Agent (Remote)
All Web Leads, Inc.
Austin, TX
07.2020 - 10.2020
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Created professional sales presentations and seminars to effectively demonstrate product features and competitive advantages.
- Developed and delivered engaging sales presentations to convey product benefits.
- Utilized CRM software to manage customer accounts and track performance metrics.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
Medicare Insurance Agent
Physicians Mutual
Houston, Texas
09.2019 - 01.2020
- Developed and presented product presentations to educate and sell Medicare supplement products to customers.
- Prepared and reviewed insurance applications to verify compliance with regulations.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Determined client needs and financial situations by listening and scheduling fact-finding appointments.
Licensed Life & Health Agent
Charge Financial Group
Pearland, TX
12.2018 - 08.2019
- Solicited policies that protect individuals and businesses from financial loss resulting from cancer, heart attacks/strokes and accidents, and other catastrophic illnesses.
- Developed marke ng strategies and promote new insurance supplemental and life contracts or suggest additions/changes to existing contracts.
- Created productive relationships to create a pool of prospective clients from various sources by networking, cold calling, and using referrals.
Data Entry Clerk
Professional Alternatives
Houston, Texas
07.2018 - 12.2018
- Prepared, completed and sent paperwork to clients and/or customers via UPS for the purpose of DMV Texas titling and registration.
- Organized, sorted, and checked input data against original documents.
- Checked for accuracy by verifying data and records.
Case Manager
National Smart HealthCare Services
Houston, Texas
10.2017 - 02.2018
- Assisted consumers in coordinating weekly appointments, including arranging transportation and preparation of required paperwork.
- Identified care needs of individual patients and coordinated responses based on physician advice, insurance limitations, and procedural costs.
- Visited each consumer according to the Level of care authorized and at each visit, complete protocol confirming home visit (i.e., encounter logs, intervention on notes, etc.).
- Developed and implemented comprehensive case management plans to address client needs and goals.
Home Health Aide/Provider
Victory Home Health
Houston, Texas
05.2015 - 10.2017
- Supported a patient by providing housekeeping and laundry services; shopping for food and other household requirements
- Helped patient care for themself by teaching use of cane or walker and personal hygiene use.
District Manager
HOUSTON CHRONICLE
Houston, Texas
09.2014 - 08.2015
- Managed Houston Chronicle home delivery circulation for more than 11,000 subscribers in the Houston, TX area.
- Maintained financial records to ensure timely clearance of all credit and debit ac vi es associated with payroll.
- Recruited, negotiated, and maintained over 75 independent contractors that serviced pre-defined geographical locations in the Houston, TX area.
Subcontracts Expedi ng Specialist
BECHTEL CORPORATION
Houston, Texas
02.2009 - 08.2014
- Provided overall procurement and supply chain support to the designated project team including but not limited to the sourcing events for construc on and commissioning services
- Reviewed key terms and condi ons of 7 major lump sum contracts that averaged $100K - $500M dollars in scope
- Monitored outstanding area expedi ng assignments; reviews expedi ng reports, and took correc ve ac on on problems iden fied in reports
- Evaluated produc on schedules and progress reports from suppliers to determine if their programs and work progress met jobsite requirements.
Document Management Technician
Bechtel Corporation
Houston, Texas
12.2007 - 02.2009
- Managed the flow of documentation on 5 high profile projects to provide assistance with inbound and outbound document processes, document sorting, logging and work order creation.
- Performed document reproduction, printing documents from electronic sources such as email attachments, PDF files and cloud storage.
- Checked over 1,000 vendor final document transmittals in 240 purchase orders for correct InfoWorks status and quality standards.
- Compared incoming data against quality, integrity and accuracy expectations, identified faults and affected timely remedies.
- Coordinated expediting resolutions of vendor document issues and created a personal metric to maintain procurement log.
Education
MBA - Human Resources
University of Phoenix
Houston, TX 10.2008 - 12.2010
Bachelor of Science - Business Management
University of Phoenix
Houston, TX 03.2003 - 03.2008
Skills
Verbal and Written Communication
Time ManagementCritical Thinking
Computer ProficiencyTyping
Data Entry
Decision-Making
Teamwork and Collaboration
Dependable and Responsible
Interpersonal Communication
Problem-Solving
Planning and Coordination
Certification
General Lines Agent - Life, Accident, Health and HMO
Timeline
Representative (Remote)
Teleperformance USA
10.2022 - Current
Benefits Coordinator (Remote)
Senior Life Services
07.2022 - 09.2022
Medicare Sales Agent (Remote)
TTEC
07.2021 - 05.2022
Life & Health Agent (Remote)
Healthcare Solutions Team
12.2020 - 05.2021
Medicare Sales Agent (Remote)
All Web Leads, Inc.
07.2020 - 10.2020
Medicare Insurance Agent
Physicians Mutual
09.2019 - 01.2020
Licensed Life & Health Agent
Charge Financial Group
12.2018 - 08.2019
General Lines Agent - Life, Accident, Health and HMO
11-2018
Data Entry Clerk
Professional Alternatives
07.2018 - 12.2018
Business Analysis IT Professional
10-2017
Case Manager
National Smart HealthCare Services
10.2017 - 02.2018
Home Health Aide/Provider
Victory Home Health
05.2015 - 10.2017
District Manager
HOUSTON CHRONICLE
09.2014 - 08.2015
Subcontracts Expedi ng Specialist
BECHTEL CORPORATION
02.2009 - 08.2014
MBA - Human Resources
University of Phoenix
10.2008 - 12.2010
Document Management Technician
Bechtel Corporation
12.2007 - 02.2009
Bachelor of Science - Business Management
University of Phoenix
03.2003 - 03.2008