Taylor Watterberg
Scottsdale,AZ
Summary
Insurance Advisor seeking to leverage expertise in Medicare or ACA benefits, policies, and regulations to help clients make informed decisions about their healthcare coverage. AHIP 2023 & 2024 certified & licensed with over 15 of the top rated carriers throughout the US. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Experienced Call Center Team Lead with a proven track record of delivering exceptional customer service. Skilled in leading and motivating teams to achieve performance targets while maintaining high standards of customer satisfaction. Proficient in handling escalated customer inquiries and resolving issues promptly and effectively. Possess strong communication, problem-solving, and interpersonal skills to foster positive customer interactions and team collaboration. Adept at utilizing technology and analytics to optimize call center operations and improve service delivery.
Overview
5
5
years of professional experience
Work History
Health Insurance Sales Agent
Your Health Advisor
2023.05 - Current
- Conduct client consultations to assess individual health insurance needs and preferences.
- Provide personalized plan recommendations based on clients' medical history, budget constraints, and coverage requirements.
- Assist clients with completing ACA marketplace applications, ensuring accuracy and compliance with documentation requirements.
- Navigate subsidy eligibility and guide clients through the process of applying for financial assistance.
- Offer ongoing support to clients post-enrollment, addressing inquiries, resolving issues, and providing guidance on coverage benefits and claims.
- Collaborate with insurance carriers and healthcare providers to facilitate seamless enrollment and resolve client concerns.
Medicare Insurance Agent
SelectQuote
2022.07 - 2023.02
- Advised clients and enrolled them into Medicare Advantage, Prescription Drug Plans, and Supplemental plans, tailoring recommendations to meet individual needs and preferences
- Conducted phone consultations, providing guidance on enrollment procedures and answering questions about plan benefits and costs
- Coordinated with healthcare providers, insurance carriers, and community organizations to ensure clients received the highest quality of care and services
- Maintained accurate and up-to-date documentation in compliance with Medicare guidelines and company policies
- Collaborated with team members to meet enrollment targets and achieve customer satisfaction goals
Call Center Team Lead
Doterra
2019.07 - 2022.04
- Led a team of 20 customer service representatives in a fast-paced call center environment, ensuring team members meet performance targets and provide excellent customer service.
- Trained and mentored new team members on call center processes, procedures, and customer service techniques.
- Monitored team performance and provided coaching and feedback to improve productivity and quality.
- Analyzed call center metrics and implemented data-driven strategies to improve performance and customer satisfaction.
- Resolved complex customer issues and escalated as necessary to ensure timely and satisfactory resolution.
- Collaborated with upper management to develop and implement call center strategies to improve customer service and reduce costs.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Implemented and developed customer service training processes.
Education
Associate of Arts - Psychology
Utah Valley University
Orem, UT05.2033
Associate of Arts - Psychology
CGCC
Chandler, AZ08.2018
Skills
- Knowledge of Medicare benefits, policies, and regulations
- Strong communication and interpersonal skills to build trust and rapport with clients
- Ability to explain complex healthcare information in a clear and concise manner
- Attention to detail to ensure accurate and thorough enrollment and documentation
- Excellent organizational and time management skills to meet enrollment deadlines and manage client relationships
- Familiarity with healthcare technology, including electronic health records and Medicare enrollment systems
- Call center operations and software
- Customer relationship management (CRM) systems
- Data analysis and reporting
- Leadership and team management
- Problem-solving and conflict resolution
- Excellent customer service skills
- Rapport Building
- Customer Retention
- Customer Account Review
- Customer Service
- Customer follow-up
- Records Maintenance
- Quotes and sales
- Policy Changes
- Insurance Policy Sales
- Licensed Insurance Agent
- Call Center Customer Service
- Sales Reporting
- Customer Engagement
- Insurance Practices
- Cold-calling
Timeline
Health Insurance Sales Agent
Your Health Advisor
2023.05 - Current
Medicare Insurance Agent
SelectQuote
2022.07 - 2023.02
Call Center Team Lead
Doterra
2019.07 - 2022.04
Associate of Arts - Psychology
Utah Valley University
Associate of Arts - Psychology
CGCC
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