Trennette Parker
Houston,TX
Summary
Goal-oriented Call Center Manager dedicated to building and overseeing first-rate call center teams. Encouraging leader with a demonstrated record of achievement in exceeding expectations in the insurance customer service call center industry.
Overview
36
36
years of professional experience
1
1
Certification
Work History
Sales Manager
Keystone Advisors
Houston, Texas
04.2022 - Current
- Develop and implement sales strategies to increase market share.
- Identify and develop new markets for products or services.
- Establish relationships with key clients, while maintaining existing customer base.
- Identify growth opportunities within existing accounts and work towards expanding the business relationship.
- Create and deliver regular reports on customer success metrics.
- Manage daily operations of sales department, including supervision of staff members.
Medicare Sales Agent
BroadPath
Tucson, AZ
06.2020 - 03.2022
- Educate and sell health plans to qualified members or applicants
- Process enrollments and dis-enrollments
- Provide guidance and recommendations to applicants and prospective candidates
- Assist with billing and payment processing
- Ensure that applications are completed correctly and that the required supporting materials have been provided.
- Present and clearly explain insurance policy options based on clients' needs and goals.
- Developed and implemented sales strategies to increase market share.
- Identified and developed new markets for products or services.
- Established relationships with key clients, while maintaining existing customer base.
- Created and presented monthly reports to management on sales performance.
- Monitored industry trends and competitor activities to stay ahead of the competition.
- Collaborated with marketing team to create promotional materials for target customers.
- Conducted regular meetings with staff members to review goals and objectives for the quarter and year.
- Assisted senior management in developing long-term strategic goals for the company's growth.
- Prepared sales production reports for senior management.
- Boosted revenue and facilitated sales activity while developing consistent employee measurements for exceeding goals.
- Enhanced sales volume through skilled support to both new and inactive customers.
- Led sales planning, development and account management to grow existing accounts and establish new sales accounts.
- Supported sales team members to drive growth and development.
Pre-Planning Advisor
Dignity Memorial
Houston, TX
12.2019 - 05.2020
- Present and sell all products and services
- Funeral, Cemetery, and Final Expense
- Update and service all accounts
- Prioritize team goals and objectives
- Host seminars to educate on products and services
- Formulate Excel spreadsheets to assist with daily, weekly, and monthly goals.
Licensed Insurance Agent
Allstate Insurance
Houston, TX
08.2017 - 12.2019
- Quoted, sold, and cross sold products to new and existing clients
- Home, Auto, Life, and Final Expense life
- Educated clients on products and services as assessed
- Assisted on claims and services as needed
- Processed payments, made necessary changes as requested.
Call Center Manager
UnitedHealth Group
Sugar Land, TX
10.2015 - 08.2017
- Resolved escalated member issues
- Researched and followed -up with members to coordinate benefits
- Assisted with a training program for new and existing employees
- Assisted with claims and appeals decisions.
- Developed daily, weekly and monthly reports on help desk team's productivity.
- Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Call Center Supervisor
General Dynamics Corporation
Houston, TX
03.2013 - 09.2015
- Train new and existing employees on practices and procedures in a healthcare call center
- Monitor call forecast for quality assurance
- Conduct weekly team meetings to educate and prioritize expectations to achieve or exceed goals
- Coached, mentored, and motivated each team member to assist with achieving compliance guidelines.
Lead Flight Attendant
United Airlines
Chicago, IL
05.2005 - 01.2012
- Assisted passengers with onboarding, luggage and safety issues
- Demonstrated safety procedures per airline aviation guidelines
- Performed flight announcements and emergency preparedness via intercom
- Served snacks and beverages at passengers' request.
Revenue Cycle Manager
AT&T
Houston, TX
09.1989 - 03.2005
- Resolved billing and revenue cycle problems in the healthcare call center environment
- Managed billing teams to oversee overall revenue projections
- Communicated with insurance collections, contract analysis, cash posting, billing transactions with clients, and reported creation
- Managed day-to-day activities of the Healthcare Center as related to revenue cycle functions
- Managed reports for bad debts, improved cash flow, and implemented company
- Practices and procedures.
Member Solutions Senior Specialist
Education
Associate of Applied Science - Business Management
University Of Phoenix
01.2003
High School Diploma -
Hyde Park Career Academy
01.1986
Skills
- Microsoft Office (5 years)
- Microsoft Word (7 years)
- Management (10 years)
- Customer Service Skills (10 years)
- Microsoft (10 years)
- Organizational Skills (10 years)
- Outlook
- Purchasing
- Leadership Experience
- Excel
- Microsoft Powerpoint
- Microsoft Outlook
- Time Management
- Data Entry
- Supervising Experience
- Customer Service
- Hospitality Experience
- Logistics
- Procurement
- Training & Development
- Insurance Sales
- Sales Management
- Insurance Coverage Verification
- Verbal and Written Communication
Certification
Billing (10+ years)
Billing (10+ years)
Coding (Less than 1 year)
Collection 10+ years)
Credit (10+ years)
Receptionist (10+ years)
Filing (10+ years)
Additional Information
- Certifications and Licensing , Life and Health Insurance April 2019 to April 2023 Property and Casualty License June 2019 to April 2023
Timeline
Sales Manager
Keystone Advisors
04.2022 - Current
Medicare Sales Agent
BroadPath
06.2020 - 03.2022
Pre-Planning Advisor
Dignity Memorial
12.2019 - 05.2020
Licensed Insurance Agent
Allstate Insurance
08.2017 - 12.2019
Call Center Manager
UnitedHealth Group
10.2015 - 08.2017
Call Center Supervisor
General Dynamics Corporation
03.2013 - 09.2015
Lead Flight Attendant
United Airlines
05.2005 - 01.2012
Revenue Cycle Manager
AT&T
09.1989 - 03.2005
Member Solutions Senior Specialist
Associate of Applied Science - Business Management
University Of Phoenix
High School Diploma -
Hyde Park Career Academy