SeNora Floyd
Lake Wylie,South Carolina
Summary
Results-driven professional provides customers with tailored solutions to meet needs. Successfully establishes relationships with customers and delivers quality service. Agile individual with excellent communication and customer service skills.
Overview
10
10
years of professional experience
Work History
Licensed Insurance Sales Agent
Medigap Life
04.2023 - Current
- Collaborated closely with claims department resolving disputes between insurance providers resulting in satisfactory outcomes for clients.
- Streamlined policy renewal processes for improved efficiency and client retention rates.
- Developed comprehensive marketing plans to generate leads and drive sales growth in a competitive market.
- Spent ample time with each customer, verbally reviewing, and explaining documents for client comprehension.
Licensed Sales Agent/Customer Service Lead Representative
Cigna
07.2020 - 04.2023
- Responsible for generating new membership into a Cigna Medicare Plan during the Annual Enrollment Period October 15 - December 7th on the merits and benefits of the Plans, including provisions of care and how they address the needs of Medicare beneficiaries
- Respond timely to 'Click to Chat' requests from online customers with the goal of enrolling telephonically once customer confirms eligibility and after presenting all benefits and services of the appropriate plan
- Manage a book of leads, which includes following up with customers via e-mail and conducting outbound calls to unsold leads in order to convert them to sales
- Enter and track all leads in the Cigna Medicare contact management system and follow up on those leads in a timely manner, providing accurate dispositions of leads with follow-up information
- Participate in assigned sales team events and special projects, including out-bound calls to supplied leads
- Provide feedback and guidance on market changes, marketing campaigns, plan operations, and delivery system issues
- Respond timely to live web chats from customers to answer questions and enroll in one of our Medicare plans
- Communicate clearly and professionally with all customers and capture accurate data within CRM tool
- Conduct outbound follow up calls in response to online inquiries
- Other duties as assigned.
- Negotiated favorable terms for clients during policy renewals, ensuring optimal pricing without compromising coverage levels.
- Developed a referral network of satisfied clients, leading to increased business growth through word-of-mouth recommendations.
Independent Licensed Sales Agent
Guidewell FL Blue/Mindlance
01.2019 - 07.2020
- Receive calls from existing customers looking to cancel their current policy and assess/identify the reason for the cancellation request
- Determine and share options to address customers cancellation reasons by addressing customer service issues via the applicable processes; supply alternative plan options that may better suited to the customer’s needs; clarify current benefit options
- When applicable the specialist will quote and enroll customers following the 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 the correct course of action to retain the customers which may include updating payment information, routing the caller to make a payment with a customer service associate, or quoting a different plan option that better meets the customers’ 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 other duties as assigned.
Sales Manager
GoHealth
07.2014 - 01.2019
- Execute sound call center operational practices, including attendance adherence and vacation policies, coaching cadences, and company policies
- Serve as a stellar change agent by planning, communicating, and supporting the changes within the call center
- Participate in the planning and on-boarding of new agents for the annual enrollment period and aid in classroom training, material development, and assessment testing
- Use reporting tools, product knowledge, and sales strategies to coach performance
- Partner with support teams to improve call center operations
- Partner with the Agent Performance team to gain a better view of agents' results and identify training needs and performance plans
- Exemplify the top agent performance when selling individual insurance policies to consumers
- Always maintain a high-quality work environment.
- Increased overall sales revenue by implementing effective sales strategies and building strong client relationships.
- Collaborated closely with marketing teams to develop targeted campaigns that drove significant increases in qualified leads and overall sales performance.
- Mentored junior sales professionals in advanced selling techniques, resulting in accelerated career progression and enhanced contributions to overall team success.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Resolved customer issues quickly to close deals and boost client satisfaction.
Education
Medical Office Administration -
Cleveland Community College
05.2008
Office System Technology -
Cleveland Community College
05.2008
Skills
- Remarkable sale and customer service experience in the insurance industry
- In depth knowledge of the direct consumer sales process
- Extensive knowledge of creating the closing sale
- Amazing ability to attain assigned sales and targets
- Ability to calculate discounts, percentages
- Solid reporting and analysis skills
- Profound ability to stay customer service focused
- Profound knowledge of sales presentations and product demos via phone and internet
- Team training and development
- Lead prospecting
- Client Retention
- CRM Tracking
- Sales Quota Achievement
- Consultative Sales Techniques
- Call Center Customer Service
- HIPAA Compliance
- Critical Thinking
- Client needs analysis
- Relationship Building
- Customer Complaint Resolution
- Quality Assurance Requirements
- Consultative Sales Approach
Timeline
Licensed Insurance Sales Agent
Medigap Life
04.2023 - Current
Licensed Sales Agent/Customer Service Lead Representative
Cigna
07.2020 - 04.2023
Independent Licensed Sales Agent
Guidewell FL Blue/Mindlance
01.2019 - 07.2020
Sales Manager
GoHealth
07.2014 - 01.2019
Medical Office Administration -
Cleveland Community College
Office System Technology -
Cleveland Community College