SERENA M. BOGGS
Summary
I have 14 years of professional experience as an office assistant, store assistant, cashier, administrator, appointment setter, patient care specialist, operations manager, recruiter, database specialist, and insurance broker. An avid reader who is eager to expand my skillset by earning certifications in multiple disciplines, while working towards a degree in IT. Resourceful business relationship builder and networker
Overview
13
13
years of professional experience
1
1
Certification
Work History
Insurance Agent
Medigap Life
01.2023 - Current
- Built strong relationships with clients through consistent communication and excellent customer service.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
- Maintained high standards of customer service by building relationships with clients.
- Educated clients on the importance of adequate insurance coverage, fostering trust and loyalty among the existing client base.
- Cross-sold insurance products to existing clients to reach sales targets.
- Maintained accurate records of all transactions, ensuring compliance with company policies and regulatory requirements.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.
- Expanded client base by actively prospecting for new business opportunities and generating referrals.
- Developed comprehensive knowledge of various insurance products, enabling effective recommendations for clients'' unique situations.
- Participated in ongoing professional development activities, staying current with industry trends and regulatory changes affecting insurance products and services.o
- Participated in ongoing professional development activities, staying current with industry trends and regulatory changes affecting insurance products and services.
- Conducted thorough policy reviews with existing clients, identifying gaps in coverage and offering additional protection options when necessary.
- Established a solid reputation within the community as a knowledgeable and reliable resource for all things insurance related.
- Utilized CRM software to manage client relationships.
- Facilitated smooth transitions between carriers when needed, minimizing disruptions to client coverage and maintaining positive relationships with all parties involved.
- Monitored changes in insurance industry to stay compliant with relevant laws and regulations.
- Streamlined administrative tasks, improving overall office efficiency and productivity.
Insurance Broker
Family First Life
03.2022 - 01.2023
- Life, health & Medicare
- Presented insurance options persuasively to facilitate informed client choices.
- Developed strong rapport with clients by providing personalized insurance solutions.
- Analyzed client needs by reviewing existing policies and coverage options.
- Conducted sales presentations to educate clients about benefits of various insurance products.
- Educated clients on various insurance products, enabling informed decisions regarding their coverage options.
- Maintained thorough knowledge of insurance regulations, staying up-to-date on changes that could impact clients or business operations.
- Generated referral business from satisfied customers who shared positive experiences with friends and colleagues.
- Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.
Database Specialist
Atlantic Mutual Insurance
10.2020 - 01.2022
- Accounts Receivables skills helped to detect payment issues leading to a change in payment processing, decreasing the number of unpaid invoices
- Assisted in the manual transfer of data for over 2,000 clients from an excel spreadsheet to a SaaS resulting in a 50% completion status at the time of my departure
- Assisted the company owner's law firm with managing their collections department, resulting in an increase in resolved cases
Recruiter/Branch Office Administrator
Bankers Life & Casualty Insurance
05.2017 - 10.2020
- Assisted 100+ new insurance agents with the onboarding process, growing the office from 20 agents to over 125 agents
- Office MVP for quarter 3 in 2018
- Tracked and analyzed budgeting and office goals through spreadsheet reports which helped the office reduce spending
- Contributed to record-breaking months and quarters leading to an increase in yearly commissions paid to our office from $253,000 in 2018 to $756,000 in 2019
- Recipient of the South Florida Regional Choice Award for outstanding contribution, presented to 5 out of 35 employees
- Contributed to the office becoming #2 in recruiting and #3 in application count nationwide out of 300+ offices in quarter 1 2020
- Managed office compliance and report discrepancies to management leading to increased privacy security
- Conducted reference checks, background screening and other pre-employment checks to verify information on applicant's resume.
- Coordinated schedules to arrange management interviews with applicants.
- Managed high-volume requisitions in a timely manner to meet client staffing needs efficiently.
Administrative Assistant
Vitality Health Wellness Center
10.2016 - 02.2017
- Maintained and operated the shipping department
- Managed inventory of over 100 supplements sold in clinic and online
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
Operations Manager
Inwelligent Healthcare
06.2015 - 09.2016
- Started as a part-time receptionist and was promoted within five months
- Created the standard operating procedures and employee manual for the company
- Oversaw all front desk operations for three locations in three states
- Assisted in the hiring process of new employees; I also assisted in the process of opening new clinics
- Prepared reports and recommended policy changes for administrative processes
- Digital Marketing
- Created and maintained relationships with other companies and non-profit organizations such as the American Cancer Society and the National MS Society, along with doctor's offices
- Planned, organized, and hosted special events and charity fundraisers
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Facilitated smooth collaboration between departments through clear communication channels.
- Developed and implemented strategies to maximize customer satisfaction.
- Interacted well with customers to build connections and nurture relationships.
- Reported issues to higher management with great detail.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
Patient Care Specialist
Pink Lotus Breast Center
08.2011 - 12.2013
- Assisted the radiologist and breast surgeons with ultrasounds and procedures
- Blood draw, filing charts and chart preparation
- Ensured compliance with HIPAA regulations by safeguarding confidential patient information at all times.
- Reduced patient wait times by efficiently managing schedules and appointments.
- Maintained a clean, safe, and organized environment for patients by diligently adhering to infection control protocols and properly disposing of hazardous materials.
Education
Bachelor of Science - Information Technology
Capella University
OnlineSkills
- Customer service
- Professionalism and ethics
- Quotes and sales
- Client needs analysis
- CRM software
- Health insurance
- Vision and dental insurance
- Referral pipeline maintenance
- Highly organized
- Problem solver
- Insurance eligibility
- HIPAA compliance
Accomplishments
- PUBLISHED AUTHOR OF THE SHORT STORY “A NEW WORLD”
https://vocal.media/fiction/a-new-world-jtj0y0to4
• NATIONAL SOCIETY FOR LEADERSHIP AND SUCCESS PRESIDENTIAL MEMBER
Certification
- FLORIDA 215 LICENSE 60-HOUR COURSE, LICENSE #W647973
- FLORIDA ADJUSTER 620, LICENSE #W647973
Timeline
Insurance Agent
Medigap Life
01.2023 - Current
Insurance Broker
Family First Life
03.2022 - 01.2023
Database Specialist
Atlantic Mutual Insurance
10.2020 - 01.2022
Recruiter/Branch Office Administrator
Bankers Life & Casualty Insurance
05.2017 - 10.2020
Administrative Assistant
Vitality Health Wellness Center
10.2016 - 02.2017
Operations Manager
Inwelligent Healthcare
06.2015 - 09.2016
Patient Care Specialist
Pink Lotus Breast Center
08.2011 - 12.2013
- FLORIDA 215 LICENSE 60-HOUR COURSE, LICENSE #W647973
- FLORIDA ADJUSTER 620, LICENSE #W647973
Bachelor of Science - Information Technology
Capella University
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