Regina Gilliard
Charlotte,NC
Summary
Dynamic Licensed Insurance Broker with a proven track record at GoHealth, leveraging outstanding communication skills and conflict resolution expertise to educate clients and secure underwriting approvals. Recognized for enhancing customer relations and achieving significant business growth through strategic analysis and empathetic service. Committed to continuous improvement and professional development.
Overview
12
12
years of professional experience
Work History
Licensed Insurance Broker
GoHealth
09.2021 - Current
- Calculated quotes and educated potential clients on insurance options.
- Obtained underwriting approval by completing application for coverage.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Attended continuing education courses and workshops to gain additional insurance industry knowledge.
Customer Service Agent
Iqor Holdings US
11.2020 - 09.2021
- Exhibited high energy and professionalism when dealing with all levels of clients and staff.
- Sought ways to improve processes and services provided with forward thinking
- Entered customer interaction details into Intelligent Desktop to track requests, document problems and record solutions offered.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Recognized when customer's concern was beyond current skillset and transferred call to appropriate department
- Managed over 150 calls per day
- Processed payments and made payment arrangements for customers
Food Service Worker
Compass Group USA
06.2018 - 03.2020
- Promoted customer satisfaction by preparing food according to standard recipes with modifications based on individual customer requirements.
- Compiled recipe ingredients and prepared for cooks by washing, cutting or measuring food items.
- Cooked batches of food according to standard recipes.
- Greeted customers at deli counter to fulfill requests and answer questions.
- Communicated effectively with customers to plan large or specialized orders, providing customers with recommendations, samples and response to particular requests.
General Manager
Chipotle
10.2012 - 09.2016
- Drove year-over-year business growth while leading operations, strategic vision and long-range planning.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Increased revenue streams by reducing costs, managing schedules and performing variance and risk analysis to implement corrective actions.
- Managed budget implementations, employee reviews, training, schedules and contract negotiations.
- Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.
- Held weekly meetings with regional managers to identify techniques to overcome sales obstacles.
- Supported regulatory compliance by overseeing all audits to verify protocol adherence.
Education
Associate of Applied Science - Medical Assisting
ECPI University
Charlotte, NC06.2010
GED -
CPCC
Charlotte, NC06.2004
Skills
- Conflict Resolution
- Outstanding communication skills
- Customer Relations
- Service-oriented self-starter
- Empathetic and genuine
- Exemplary work ethic
- Guest Services
- Professional Telephone Voice
- Scheduling
- Client Needs Assessment
Timeline
Licensed Insurance Broker
GoHealth
09.2021 - Current
Customer Service Agent
Iqor Holdings US
11.2020 - 09.2021
Food Service Worker
Compass Group USA
06.2018 - 03.2020
General Manager
Chipotle
10.2012 - 09.2016
Associate of Applied Science - Medical Assisting
ECPI University
GED -
CPCC
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