Shantelle Robertson

• Developed long-term relationships with customers by providing personalized service and advice.
• Communicated regularly with clients regarding their Medicaid applications
• Ensured compliance with all applicable laws and regulations related to the sale of securities.
• Resolved customer complaints promptly and professionally while maintaining high levels of customer satisfaction.

• Provided guidance and support to Customer Service Representatives on a daily basis.
• Analyzed customer feedback data to identify trends and develop strategies for improvement.
• Developed comprehensive reports detailing trends in customer inquiries or complaints.
• Analyzed customer feedback surveys to identify areas for improvement within the team.
• Implemented coaching techniques to help employees reach their full potential.
• Identified opportunities for process improvements within the department.
• Created, implemented and maintained departmental policies and procedures.
• Trained newly hired Customer Service Representatives on company policies, procedures and protocols.

• Developed and administered employee benefit programs, including health, dental, vision and life insurance.
• Analyzed existing benefits policies and recommended changes to improve cost efficiency or increase coverage options.
• Conducted orientation sessions to explain the details of employee benefits packages to new hires.

Provided Customer support and service

• Assisted in developing communication materials for benefit-related topics such as open enrollment, wellness initiatives or changes in plan designs.
• Processed invoices related to employee benefit plans in order to ensure timely payments were made.
• Researched various providers of employee benefits to identify the most competitive plans for employees.
• Maintained accurate records of employee benefit enrollments and terminations in payroll system databases.
• Reviewed COBRA notices prior to distribution in order ensure they meet legal requirements.
• Resolved complex claims issues with insurance carriers by researching policy language, contract provisions and regulatory requirements.
• Managed open enrollment processes by providing guidance on available benefits and answering questions from employees regarding their options.
• Coordinated annual renewals for all group medical, dental, vision, life insurance policies as well as other voluntary programs such as flexible spending accounts.
• Collaborated closely with HR department staff on special projects related to improving administrative efficiencies around employee benefits processes.
• Ensured compliance with HIPAA privacy regulations when handling confidential information related to employee benefits programs.

• Processed payments received from clients promptly according to established procedures.
• Explained complex technical terms related to insurance plans in simple language for easy understanding.
• Conducted research to identify competitive rates and benefits offered by other providers.
• Ensured compliance with applicable laws, regulations, and company policies while selling insurance products.
• Gathered detailed information from customers prior to offering quotes or making recommendations.
• Developed relationships with new clients through cold calling and referrals from existing customers.
• Prepared documents such as applications, endorsements, renewals, cancellations, or other forms required by law or company procedures.
• Maintained accurate records of all insurance transactions using computer software systems.
• Provided customers with information regarding plan features, pricing, and availability.
• Resolved customer complaints in a timely manner to maintain high satisfaction levels.
• Negotiated contracts between insurers and insured parties in order to obtain favorable terms for both sides.
• Developed and implemented comprehensive insurance plans for clients according to their individual needs.
• Assessed customer risk levels and recommended appropriate coverage options.
• Participated in continuing education courses to stay current on industry trends and changes in regulations.
• Advised customers on the best ways to minimize risks associated with their assets.
• Educated customers on the importance of maintaining adequate insurance coverage.
• Scheduled meetings with prospective clients to discuss available products and services.
• Engaged customers and provided high level of service by carefully explaining details about documents.
• Conducted telephone appointments with prospective clients to build rapport and sell insurance services.
• Responded to customer inquiries and problems to promote great service.
• Conducted meetings or phone calls with potential clients to present insurance policies and answer questions.
• Conducted in-home and group presentations to provide detailed explanations of policy guidelines and benefits to clients and families.
• Explained coverage options to potential policyholders, answering questions or concerns.
• Counseled prospects and policyholders on coverage, limits and regulations.
• Used mailings and phone solicitation and made presentations to groups at company-sponsored gatherings to gain new clientele.
• Contacted underwriters and submitted forms to obtain binder coverage.
• Strategized long-term business objectives by assessing customer feedback for direction on process improvements.
• Monitored clients' insurance coverages to ensure changing needs were met.

• Answered customer inquiries and provided accurate information regarding products and services.
• Provided accurate information about products and services to customers.
• Maintained a high level of professionalism when dealing with difficult customers.
• Developed strong relationships with customers by providing personalized assistance and support.
• Tracked orders from start to finish to ensure timely delivery of goods or services.
• Resolved customer complaints promptly and efficiently.
• Maintained detailed records of customer interactions, transactions and comments for future reference.
• Provided exceptional customer service to ensure customer satisfaction.
• Resolved complex problems by working with other departments to provide solutions that meet customer needs.
• Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
• Developed positive relationships with customers through friendly interactions.
• Conducted regular follow-up calls with customers after resolving their issues.
• Provided excellent customer service to resolve customer complaints in a timely manner.
• Implemented innovative methods for streamlining the customer service process.
• Identified opportunities for upselling additional products or services based on customer needs.
• Gathered customer feedback through surveys and used the data to improve customer service.
• Identified areas of improvement in customer service processes and suggested changes accordingly.
• Asked probing questions to determine service needs and accurately input information into electronic systems.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
• Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Answered inbound calls, chats and emails to facilitate customer service.
• Used approved scripts to de-escalate angry customers during telephone interactions.
• Developed strong customer relationships to encourage repeat business.
• Adjusted bills and refunded money to resolve customers' service or billing complaints.
• Determined accurate prices for customer services, consistently searching for deals and best prices.
• Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
• Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
• Prepared and evaluated CRM reports to identify problems and areas for improvement.
• Strengthened customer retention by offering discount options.
• Collected deposits or payments and arranged for billing.
• Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
• Engaged in conversation with customers to understand needs, resolve issues and answer product questions.