She-ra Hefner
Hickory,NC
Summary
Personable and proactive, equipped with solid foundation in health insurance principles and customer service excellence. Possesses comprehensive understanding of policy provisions and regulatory requirements, coupled with effective communication and problem-solving skills. Dedicated to delivering tailored solutions and ensuring client satisfaction.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Licensed Health Insurance Agent
Paramount Staffing
09.2024 - Current
- Worked on Blue Cross and Blue Shield of Alabama AEP/OEP/MAOEP Campaign
- Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
- Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
- Educated prospective clients on the benefits of various health insurance options, effectively matching them with suitable plans that met their unique needs.
- Assisted in taking payments, Ordering ID Cards, Etc
- Assisted clients in understanding complex insurance policies, ensuring they made informed decisions when selecting coverage options.
- Also worked on various Outbound Projects
- Managed approximately 40 calls a day from members needing to enroll in coverage.
Licensed Insurance Agent
Globe Life: American Income Division
01.2024 - 08.2024
- Performed calls to potential clients from leads and referrals
- Schedule appointments with potential and current clients over zoom
- Calculated quotes and educated potential clients on insurance options.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
- Improved client satisfaction by providing tailored insurance solutions and exceptional customer service.
- Made approximately 150 outbound calls per day and scheduled at least 40 appointments a week.
Customer Support Specialist
Telaffects
04.2023 - 12.2023
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally to prevent callbacks.
- Managed approximately 75 incoming calls and emails per day from customers.
Education
Psychology
Caldwell Community College
Hudson, NCCertified Nursing Assistant - Continuing Education-CNA 1
Caldwell Community College And Technical Institute
Hudson, NC01-2013
GED -
Western Piedmont Community College
Morganton, NC01-2009
Skills
- Medicare expertise
- Life insurance
- Individual health plans
- HIPAA compliance
- Problem-solving
- Active listening
- Customer retention
Accomplishments
- Awarded monthly attendance bonus for attendance being >95%
- Awarded monthly QA bonus for having a QA Average of >99% by completing my calls with accuracy and efficiency.
- Graduated Training as top of my class for my Knowledge, Participation and Attendance.
- Awarded the Quarterly Ikiazen Recognition/Bonus that is given to one employee by introducing a recycling program for the company that was to save them over $800,000 a year once implemented.
Certification
- Ethics and Compliance Certification – Ethical Compliance Training Programs.
- Life and Health Insurance License - North Carolina (Resident), South Carolina and Alabama.
- Accident and Health License – North Carolina, South Carolina and Alabama.
- Individual Marketplace Agent/Broker Certification 2025- Health Insurance Marketplace
- Medicare Compliance Training
Timeline
Licensed Health Insurance Agent
Paramount Staffing
09.2024 - Current
Licensed Insurance Agent
Globe Life: American Income Division
01.2024 - 08.2024
Customer Support Specialist
Telaffects
04.2023 - 12.2023
Psychology
Caldwell Community College
Certified Nursing Assistant - Continuing Education-CNA 1
Caldwell Community College And Technical Institute
GED -
Western Piedmont Community College
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