Shantaa Smith
Plantation,FL
Summary
Proven track record in enhancing customer satisfaction and retention at Ensurem through expert communication and in-depth product knowledge. Spearheaded workshops and streamlined processes, demonstrating adaptability and a goal-oriented approach. Excelled in relationship building, contributing to a team that trained over 150 agents, ensuring regulatory compliance and quality assurance.
Overview
8
8
years of professional experience
Work History
Customer Benefit Advisor
Ensurem
Ft. Lauderale, FL
07.2023 - 03.2024
- Spearheaded workshops for both individuals or groups interested in learning about available benefit plan options; ensured content was comprehensible for diverse audiences.
- Streamlined application processes for clients, resulting in faster enrollment and service delivery.
- Utilized advanced data analysis tools to identify potential areas of improvement within client benefits packages, maximizing value while minimizing cost.
- Participated in industry conferences and seminars to expand professional network connections and stay informed about emerging trends in employee benefits solutions.
- Increased customer retention through timely follow-ups and continuous support for their benefit needs.
- Provided excellent customer service by addressing concerns promptly while adhering to company policies.
Member Service Representative
Convey Health Solutions
Miramar, FL
09.2022 - 06.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional service through active listening, understanding member needs, and offering appropriate solutions.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
- Promoted a positive work environment by fostering open communication between colleagues and supervisors.
- Assisted members with account management, including updating personal information and setting up automated payments.
Customer Service Sales Representative
Connexion Point
Sunrise, FL
07.2016 - 09.2022
- Performed Needs Analysis to determine appropriate Medicare Advantage and Stand Medicare Prescription Plans, Optional Supplemental Dental and vision plans suitable for Medicare Beneficiaries to enroll into.
- Served as floor support personnel coaching other agents.
- ESP Certifier
- Over the course of tenure, Trained, developed, and supervised a team of over 150+ agents newly hired agents.
- Monitored training outcomes to track goals by ensuring Quality Assurance guidelines are followed, client call certification compliance, and training completion.
Education
Life, Health & Annuities
Xcel Testing Solutions
Fort Lauderdale, FL03.2016
Computer Basic
Management Resources
Miami, FL02.2005
Hospitality
Hospitality Institute
Miami11.2000
High School Diploma -
American Academy
Miami, Florida04.2000
Skills
- Goal-Oriented
- In-depth product knowledge
- Regulatory Compliance Knowledge
- Expert Communication
- Teamwork and Collaboration
- Problem-Solving
- Adaptability and Flexibility
- Relationship Building
- Attention to Detail
- Reliability
- Excellent Communication
- Team building
Timeline
Customer Benefit Advisor
Ensurem
07.2023 - 03.2024
Member Service Representative
Convey Health Solutions
09.2022 - 06.2023
Customer Service Sales Representative
Connexion Point
07.2016 - 09.2022
Life, Health & Annuities
Xcel Testing Solutions
Computer Basic
Management Resources
Hospitality
Hospitality Institute
High School Diploma -
American Academy