Rashawn Collins
Rockwall,TX
Summary
Results-driven sales and customer service professional with extensive experience in health and life insurance. Proven expertise in developing best practices and implementing procedural changes that enhance sales goals and client satisfaction. Recognized for mentoring sales teams, managing complex accounts, and delivering personalized insurance solutions. Committed to maintaining high client satisfaction through exceptional service and effective use of CRM systems, including Salesforce.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Insurance Agent
Your Way Insurance
05.2024 - Current
- Assist clients in selecting the Medicare plan that best fits their healthcare needs and financial situation, including providing guidance on Plan A, Plan B, Advantage Plans, and Medigap options.
- Analyze individual healthcare needs and budgetary constraints to recommend the most appropriate Medicare coverage, ensuring clients understand the costs, coverage options, and enrollment periods.
- Help clients navigate the complexities of Medicare enrollment periods (Initial Enrollment, General Enrollment, and Special Enrollment Periods), and ensure they meet the deadlines to avoid penalties.
- Guide clients through the Medicare application process, ensuring that all necessary paperwork, documentation, and forms are completed accurately and in a timely manner.
- Provide expert advice on additional coverage options, such as prescription drug plans (Part D), vision, dental, and hearing insurance, to enhance clients' healthcare benefits.
- Stay up-to-date on legislative changes, new Medicare policies, and regulatory updates to inform clients about any potential impacts on their coverage or plan options.
- Serve as an advocate for clients, helping to resolve any issues or disputes related to Medicare claims, coverage, and benefits, while working with healthcare providers and insurance carriers to address concerns.
- Assisted hundreds of clients in successfully enrolling in Medicare and selecting plans tailored to their needs, ensuring maximum coverage at an affordable cost.
Insurance Account Manager
True Coverage
01.2023 - 04.2024
- Develop best practices and implement procedural changes to improve overall sales goals and client satisfaction
- Act as subject matter expert to provide expertise in health and life insurance plans, pricing, and plan renewals
- Provide guidance and support to clients to ensure that insurance plans are designed and implemented in a way that is cost-effective and meets their specific life situations
- Assisted in the development of training materials and programs for new sales team members
- Maintained detailed records of sales activities and customer interactions in CRM systems
- Ensured high levels of customer satisfaction through excellent sales service
- Managed the inbound queue and qualified lead calls by directing them to the appropriate team
- Provided exceptional customer service to clients ensuring a high level of satisfaction
- Ability to identify opportunities for tailored cross selling based on needs or challenges
- Continuous collaboration with insurance carriers to stay abreast of the products and services offered
- Provide strategic guidance and advice to clients and internal staff alike
- Able to manage a complex book of business and balance the needs of multiple clients simultaneously
- Identify arising issues/pain points within procedures or structure
- Mentor, train and coach individuals and teams to develop their skills and enhance their knowledge
Customer Service Lead
Labcorp
12.2019 - 01.2023
- Responsible for coaching and developing over 24 direct reports including couriers on customer service processes and best practices
- Served as back up driver when needed and performed dispatch duties as required
- Managed metrics, performance criteria, policies, and procedures of the team
- Uphold company service level agreements for clients and complied with DOT safety policies and procedures including all HIPPA guidelines
- Ensured ability of all individuals to meet performance and quality assurance targets
- Monitored individual and team results to identify and act on both positive and negative performance
- Responsible for recruiting, training, coaching, and terminating employees as necessary
- Updated routes in the database and reconcile route logs daily
Team Lead
Advantix Solutions Group
01.2009 - 11.2019
- Trained/Coached/Develop team of 15-20 team members to provide 1st touch call resolutions
- Ensured call and email quality was met from start to finish while proactively seeking ways to improve the process
- Monitored queues and reassigned staff duties as needed to support inbound call volumes
- Motivated and empowered the team to maximize the 'white glove' service in each call
- Provide detailed feedback to management about challenges and/or success of team and make recommendations on possible improvements
- Utilized client CRM systems, including Salesforce, to manage and track leads
- Handled escalated calls from customers regarding complaints and/or concerns
- Collaborated with the team and multiple departments to provide high quality customer service to clients, customers and management team
Education
Some College (No Degree) -
Bryant & Stratton College
BuffaloSkills
- Health Insurance Expertise
- Customer Relationship Management
- Client Needs Assessment
- Management of Insurance Programs
- Insurance product promotion
- Sales Strategy Development
- Proficient Negotiation Techniques
- Coaching and Guidance
- Conflict Resolution Skills
- Results-Focused
- Sales expertise
- Strong Technical Skills
- Exceptional interpersonal communication
- Client-Centric Approach
Certification
Expiration 4/2025 in TX. General Lines Agent – Life, Accident, Health, and HMO in the following states: AL, AZ, AR, FL, GA, IN, IA, KS, KY, LA, MS, MO, NE, NC, OH, OK, SC, TX, VA, WV, UT, OR, WI.
References
References available upon request.
Timeline
Insurance Agent
Your Way Insurance
05.2024 - Current
Insurance Account Manager
True Coverage
01.2023 - 04.2024
Customer Service Lead
Labcorp
12.2019 - 01.2023
Team Lead
Advantix Solutions Group
01.2009 - 11.2019
Some College (No Degree) -
Bryant & Stratton College
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