Summary
Overview
Work History
Education
Skills
Additional Information
Certification
Timeline
Generic

Ruth Larry

Lancaster,TX

Summary

Skilled and experienced insurance sales and customer service professional with an active Life & Health and PC License in the state of Texas. Knowledgeable and dedicated customer service professional with extensive experience in the insurance industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Seasonal Licensed Healthcare Agent

Dialog Direct-Qualfon
07.2023 - 08.2023
  • Assisted clients in selecting appropriate Medicare healthcare plans based on individual needs and preferences.
  • Contributed to the team''s sales goals by consistently meeting or exceeding monthly quotas for new enrollments.
  • Ensured compliance with state and federal regulations, maintaining accurate records of all client interactions.
  • Educated clients on available healthcare options, empowering them to make informed decisions about their coverage.

Home Health Caregiver

Beginning In The End Home Healthcare
05.2021 - 10.2022
  • Enhanced patient comfort by providing compassionate and attentive care.
  • Assisted patients with daily living activities, improving their overall quality of life.
  • Monitored vital signs and reported any abnormalities to medical professionals promptly.
  • Administered prescribed medications accurately, ensuring proper dosage and adherence to schedules.
  • Performed light housekeeping duties to maintain a clean, safe, and organized living space for patient.
  • Transported client for medical and personal outings.
  • Assisted client with financials, paying bills, keeping up with banking account, purchasing groceries.

Customer Service Representative Lead (Cigna)

Tailored Management Staffing And Recruiting
08.2020 - 02.2021
  • Received 50 to 100 calls from existing Cigna customers looking to cancel their current Medicare supplement policy. assess /identify reason for cancellation request
  • Determine and share options to address customer’s cancellation reasons by addressing customer service issues via applicable processes; supply alternative plan options that may better suited to customer’s needs; clarify current benefit options
  • When applicable, specialist will quote and enroll customers following standard guidelines and processes governed by CMS.
  • Conduct outbound calls to existing customers who are at risk of cancelling due to nonpayment and assess reasons for potential lapses in payment. Determine correct course of action to which may include updating payment information, routing caller to make payment with customer service associate, or quoting different plan option that better meets customer’s financial budget. Document and track all calls to ensure proper follow up is done within a timely manner
  • Participate in other assigned Sales Team projects as needed.
  • Provide feedback and guidance on market nuances, marketing campaigns and plan operations
  • Attend internal Sales Meetings, Trainings and other company events as requested
  • Played a key role in reducing call wait times by optimizing scheduling and resource allocation.
  • Resolved escalated customer service inquiries and complaints to maintain satisfaction.

Life, Health, and PC Insurance Agent

Kemper Life Insurance Company
02.2020 - 03.2020
  • (ended due to COVID-19).
  • Serviced existing agency client base by collecting premium payments.
  • Assisted clients with service request.
  • Solicited new business to increase sales and build client base.
  • Handled policy renewals.
  • Acquired new leads and referrals from existing client base.
  • Worked with underwriting on new submitted insurance application until policy is issued.
  • Continually improved knowledge, skills and performance based on feedback and self-identified professional developmental needs
  • Built strong relationships with clients through consistent communication and excellent customer service.
  • Conducted thorough policy reviews with existing clients, identifying gaps in coverage and offering additional protection options when necessary.
  • Participated in ongoing professional development activities, staying current with industry trends and regulatory changes affecting insurance products and services.

Senior Assistant Customer Support (Annuities)

DXC Technology
03.2018 - 05.2019
  • Received 50 to 100 calls from annuitants. responded to basic customer questions and/or forwards call to appropriate personnel.
  • Recorded call on account history record with results of inquiry and initiated required confirmation without direct supervision.
  • Researched customer inquiries and responded to appropriate parties in a timely manner.
  • Processes customer requests by sending faxes, returning telephone messages, sending mail documents, or using other related communication.
  • Processed calls in a manner that ensured service level agreements (SLAs) were met or exceeded.
  • Recorded calls, processed requests, and updated account history with results of inquiry to include proper documentation.
  • Processed and distribute incoming and outgoing mail for multiple clients in accordance with established service level agreements.
  • Performed data entry and matches documents to appropriate accounts to ensure up to date and accurate information.
  • Interfaced with team members, management, and customers in reference to customer service.
  • Increased customer satisfaction with timely responses to inquiries, thorough research, and effective problem-solving strategies.
  • Acquired product and service knowledge to provide solutions to customers.

Senior Assistant Customer Support Rep (MetLife)

DXC Technology
12.2014 - 03.2018
  • Received 50 to 100 incoming calls and made outbound calls to new and existing MetLife life Insurance customers.
  • Took and processed service requests in a timely manner with use of insurance account transactions.
  • Took escalation calls when needed.
  • Experienced in servicing MetLife Guaranteed Acceptance Whole Life Policy, Metlife Term Policy, and MetLife Rapid Term Policy.
  • Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
  • Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
  • Assisted in the training of new employees.
  • Served as a trusted advisor to peers and junior team members, offering guidance on best practices while fostering an atmosphere of continuous learning within the workplace.
  • Acquired product and service knowledge to provide solutions to customers.
  • Increased customer service success rates by quickly resolving issues.

Customer Relationship Manager

Bank of America
07.2009 - 09.2013
  • Managed a portfolio with 500 plus delinquent accounts.
  • Responsible for reviewing files to determine solutions that will cure the account in a timely manner.
  • Researched and educated clients on account standing and educated clients with workout options such as repayment plans, special forbearance, modifications, short sale, or foreclosure treatments.
  • Responsible for maintaining all updates on delegations for FHLMC accounts.
  • Made outbound calls and answered incoming calls to customers and other 3rd party inquiries.
  • Researched, prepared, and/or procured documentation.
  • Analyzed requests in accordance with established guidelines and determined appropriate course of action.
  • Resolved complex customer issues.
  • Educated homeowners of the Making Homes Affordable Government Program.
  • Ability to apply credit skills and sound judgment, focusing on key areas of the borrower's ability, stability and willingness to repay their loan.
  • Responsible for problem-resolution on accounts in foreclosure and loss mitigation regarding customer issues in negotiating, collecting, and posting of funds, customer service issues, and investor issues.
  • Reinforced established quality control standards and followed procedures for optimal customer interactions.
  • Made customers aware of current and new programs and services.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Controlled resources and assets for department activities to comply with industry standards and government regulations.

Mortgage Collections Specialist

Bank of America-Mortgage
10.2008 - 07.2009
  • Responsible for managing daily collection associate workload and activities.
  • Demonstrated ability to exercise independent judgment in obtaining payments.
  • Reconciled discrepancies with clients.
  • Recorded information regarding financial status of client and status of collection efforts.
  • Substantial knowledge of responding to a high volume of phone calls.
  • Problem resolution and compliance to departmental policies, procedures, and operating standards.
  • Maintain inbound and outbound collection calls for all stages of delinquency and all product types.
  • Proven record of contacting customers about delinquent payments.
  • Verified customer information and updated pertinent information on customer's account.
  • Skip traced with assigned internet applications.
  • Followed all federal, state and local laws relating to debt collections.
  • Counseled debtors on payment options and arranged installment agreements.

Education

Bachelor of Science - Social Work

Texas Woman's University
Denton, TX
05.1975

Skills

  • De-escalation Techniques
  • Building Customer Trust and Loyalty
  • Courteous with Strong Service Mindset
  • Verbal and Written Communication
  • CRM Software
  • Data Entry and Maintenance
  • Multitasking and Prioritization
  • Customer Account Management
  • Calm and Professional Under Pressure

Additional Information

  • Certifications and Licenses , Texas General Lines, Life, Health HMO and PC License October 2019 - January 31,2024.
  • AHIP 2024

Certification

  • Licensed General Lines Health, Life and Property and Casualty Insurance Agent in Texas.

Timeline

Seasonal Licensed Healthcare Agent

Dialog Direct-Qualfon
07.2023 - 08.2023

Home Health Caregiver

Beginning In The End Home Healthcare
05.2021 - 10.2022

Customer Service Representative Lead (Cigna)

Tailored Management Staffing And Recruiting
08.2020 - 02.2021

Life, Health, and PC Insurance Agent

Kemper Life Insurance Company
02.2020 - 03.2020

Senior Assistant Customer Support (Annuities)

DXC Technology
03.2018 - 05.2019

Senior Assistant Customer Support Rep (MetLife)

DXC Technology
12.2014 - 03.2018

Customer Relationship Manager

Bank of America
07.2009 - 09.2013

Mortgage Collections Specialist

Bank of America-Mortgage
10.2008 - 07.2009

Bachelor of Science - Social Work

Texas Woman's University

Similar Profiles

CREATE PROFILE
Ruth Larry