Tamika Preal
Houston,TX
Summary
Personable and dedicated Customer Service Representative with 10+ years of extensive experience in the customer service industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
Work History
Health Insurance Agent
True Coverage Insurance Marketplace
Davie, FL
03.2022 - 03.2025
- Provided customers with information regarding plan features, pricing, and availability.
- Conducted research to identify competitive rates and benefits offered by other providers.
- Developed and implemented comprehensive insurance plans for clients according to their individual needs.
- Ensured compliance with applicable laws, regulations, and company policies while selling insurance products.
- Achieved repeat business and referrals through personalized services.
- Resolved customer complaints in a timely manner to maintain high satisfaction levels.
- Maintained accurate records of all insurance transactions using computer software systems.
- Prepared documents such as applications, renewals, cancellations, or other forms required by law or company procedures.
- Scheduled meetings with prospective clients to discuss available products and services.
- Processed payments received from clients promptly according to established procedures.
- Responded quickly and accurately to inquiries from clients regarding their coverage plans.
- Developed relationships with new clients through cold calling and referrals from existing customers.
- Explained complex technical terms related to insurance plans in simple language for easy understanding.
- Stayed abreast of industry changes to amend insurance programs for existing and prospective clients.
Cigna Member Services Representative
Convey Health Solutions
Miramar, FL
10.2021 - 02.2022
- Answered inbound calls from wide range of members, welcoming callers.
- Adhering strictly to customers verifying PHI before proceeding to any asked questions or requested changes to the account.
- Consulted with customers regarding needs and addressed concerns.
- Processed customer account changes per their request.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Assisted customers with information regarding medication copays, deductibles, and coinsurance payments.
- Educated customers of the structure and breakdown of their Medicare prescription drug plan, and thoroughly explained what was covered and not covered.
- Contacting pharmacies to verify benefits so that customers can have medications approved and dispensed.
- Submitted referrals for customers to specific departments for document processing such as TROOP cost information, drug-spend, etc.
- Requested ID replacements, formulary list, summary of benefits, etc. to be sent out to customers who have either lost or not received them.
- Check order status on medications for our customers to assure they receive them in a timely manner with our mail order service with Express Scripts.
- Handled client inquiries with exceptional professionalism and enthusiasm.
Customer Service Representative
Florida Health Plan Advisors
Ft Lauderdale, FL
10.2019 - 06.2020
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Reviewed customer account information to determine current issues and potential solutions.
- Made outbound calls to obtain account information.
- Answered 200+ inbound calls per day and directed individuals to other departments.
- Improved customer service wait times to mitigate complaints.
- Reviewed account and service histories to identify trends and issues.
- Answered customer questions and addressed concerns, resulting in 50% reduction in complaint calls.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Exceeded company productivity standards on consistent basis.
- Transferred customers who inquired about purchasing health insurance to licensed agents.
Account Representative/Retention Specialist
Schumer Management & Consulting
Ft Lauderdale, FL
01.2019 - 10.2019
- Outbound calling existing clients regarding their expired vacation package.
- Building sustainable relationships of trust through open and interactive communication with clients to get them to agree upon reestablishing their inactive account with Bluegreen Vacations before it goes into deletion.
- Providing accurate, valid and complete information when educating them on all vacation packages available.
- Going the extra mile to engage customers.
- Open and maintain customer accounts by recording account information.
- Identify and assess customers' needs to achieve satisfaction regarding their existing account.
- Manage large amounts of incoming calls.
- Received and processed client payments, and updated accounts.
- Oversaw multiple accounts and worked diligently to meet and exceed performance goals.
- Cultivated and developed customer relationships to enable sustained revenue growth.
- Prepared quotes for potential clients, upselling special packages and maintaining high levels of accuracy.
Customer Service Representative
Prime Care Health
Fort Lauderdale, FL
01.2018 - 12.2018
- Gathering information from potential clients who are interested in health insurance.
- Creating proper urgency and interest during the phone call.
- Building clients trust while establishing friendly rapport.
- Consistently distributing 30-45 fronts a week while having an exceptional closing ratio.
- Exceeded company productivity standards on consistent basis.
- Answered 100+ inbound calls per day and directed to individuals or departments.
Secretary/ Receptionist
Kolossal Multi Services
Miami, FL
10.2015 - 12.2017
- Scheduled and confirmed appointments.
- Answered and directed incoming calls using multi-line telephone system.
- Delivered administrative support to team members by making copies, sending faxes, organizing documents and rearranging schedules.
- Oversaw office inventory by restocking supplies and submitting purchase orders.
- Maintained financial records to verify timely clearance of credit and debit activities.
- Communicated with vendors to place and receive orders, request services and deliver instructions from office management.
- Greeted customers, answered general questions and directed to appropriate locations.
- Directed clients to appropriate personnel to address concerns, resolve complaints or answer account-related questions.
- Maintained professional tone at all times, including during peak rush hours.
Skills
- Problem-solving abilities
- Active Listening
- Building Customer Loyalty
- Multi-Tasking
- People Oriented
- Organizational Skills
- Ability to work under pressure
- Adaptive team player
- Customer Support
- Sales expertise
Certifications
Active 2-15 License
Timeline
Health Insurance Agent
True Coverage Insurance Marketplace
03.2022 - 03.2025
Cigna Member Services Representative
Convey Health Solutions
10.2021 - 02.2022
Customer Service Representative
Florida Health Plan Advisors
10.2019 - 06.2020
Account Representative/Retention Specialist
Schumer Management & Consulting
01.2019 - 10.2019
Customer Service Representative
Prime Care Health
01.2018 - 12.2018
Secretary/ Receptionist
Kolossal Multi Services
10.2015 - 12.2017