Sharmila McCauley

• Generated sales for medicare; 100 Applications during Annual Enrolment period and 60 Applications during Open
• Enrolment period.
• Provided customer service to clients through phone and email communication.
• Upsold additional products or services when appropriate in order to meet sales goals.
• Prepared promotional materials for marketing campaigns.
• Participated in ongoing training programs related to job duties or responsibilities.
• Monitored changes in the healthcare industry to ensure compliance with regulations.
• Provided customer service support to answer inquiries about health plans and benefits.
• Collaborated with other departments to provide accurate information about products, pricing, policies.
• Evaluated risk factors associated with different health plans to determine profitability potential.
• Conducted research related to new trends in the healthcare industry such as telemedicine or virtual care.
• Facilitated communication between providers and payers regarding payment issues or coding errors.
• Processed changes in insurance policies and periodically reassessed client needs.
• Calculated premiums and established payment methods.
• Participated in weekly training sessions to improve product knowledge and enhance company growth.
• Analyzed clients' needs and financial situations to customize insurance policies for individual necessity.
• Fielded inbound calls from customers inquiring about alternative insurance options to generate sales opportunities.
• Conducted fact-finding assessments to create sales presentations for client engagement.
• Achieved repeat business and referrals through personalized services.

* Handled back to back calls for credit card inquiries in a call center environment.

* Acted as a liaison partner with several departments within the bank for client's with multiple citibank portfolios.

* Researched and handled issues with American airlines mileage management for co-branded card products.

* Resolved payments and collection issues for clients on a daily basis.

* Followed up with necessary callbacks on ongoing issues as needed for clients.

* Completed recovery projects for the bank using Excel and SharePoint applications.

• Provided accurate, valid, and complete information to customers in a timely manner.

• Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
• Assisted customers with product inquiries and resolving complaints promptly and professionally.
• Managed credit line increase compliance.
• Conducted Focal Groups for Credit Card Products to increase revenue
• Wrote and edited training materials for new hires.
• Supervised and trained customer service staff to ensure excellent customer service delivery.
• Managed Student Loans suite of products to enhance customer experience as well as agency servicing.
• Generated sales revenues of between 90% and 100% each month.
• Managed work flow analysis for call center environment.
• Provided guidance and support to junior customer service representatives, including coaching and mentoring.
• Developed policies and procedures for handling incoming calls, emails, complaints, returns, refunds.
• Performed quality assurance audits on completed transactions by reviewing recordings of phone conversations between customers and agents.

• Led new hires to execute compliant conversations with customers
• Spearheaded United Way charitable contributions from employees
• Contributed and encouraged colleagues to walk for March of Dimes each year
• Mentored with several colleagues in new banking roles.

• Managing Editorial Content of Magazines and Newsletters
• Preparation of Radio scripts and advertisements
• Writing of news releases and organizing press conferences for the company

• Managed team of graphic designers and was Editor for all outgoing magazines for insurance customers as well as agents.