Hi, I’m
Valerie Reina
Clermont,FL
Summary
I am a seasoned Sales and Customer Support Leader with extensive experience in managing teams, improving processes, and developing employees, particularly in remote work environments. I excel at exceeding key performance indicators (KPIs), building strong client relationships, and mentoring emerging leaders. This includes customer relations, CRM tools, and enrollment strategies, with a strong focus on employee engagement and problem-solving across various industries, including health insurance and hospitality. I also hold certifications in training and development and am a licensed health insurance agent.
Overview
13
years of professional experience
Work History
Ttec (TeleTech) - HealthCare Solutions
Lead Supervisor
06.2017 - Current
Job overview
- Spearhead daily operations, including process improvement, reporting, and team leadership, ensuring alignment with company policies and client expectations.
- Provide constructive, timely feedback to drive employee performance, resulting in consistently exceeded KPIs and quality scores.
- Mentor and develop team members, promoting leadership growth and a high level of employee engagement.
- Collaborate with cross-functional teams to solve problems, streamline processes, and enhance communication across the organization.
- Manage and prepare key reports, manuals, and documentation for internal and client-facing use.
Ttec (TeleTech) - HealthCare Solutions
Health Insurance Sales Agent
08.2016 - 06.2017
Job overview
- Delivered expert support to clients during SME meetings, contributing to maintaining a Five Star rating for the account.
- Qualified and enrolled prospective customers into Medicare plans, utilizing quantitative selling techniques to meet client needs.
- Conducted training sessions to share knowledge and improve the performance of fellow employees.
- Advised group and retirement plan clients, ensuring satisfaction through excellent service and support.
- Provided exceptional customer service, addressing concerns promptly and professionally to ensure client satisfaction.
- Managed approximately 30 incoming calls per day from customers.
Bluegreen Resorts
Sales Associate
12.2013 - 12.2014
Job overview
- Answered inbound calls from prospective customers, presenting product and service offerings tailored to their specific needs.
- Consistently met and exceeded weekly sales goals by personalizing each sales pitch.
- Participated in weekly workshops to stay updated on the latest product offerings and sales strategies.
- Ensured the accuracy and confidentiality of customer information entered into the system.
Hilton Grand Vacations
Outbound Sales Call Center Agent
11.2011 - 11.2013
Job overview
- Placed outbound calls to established Hilton customers, offering personalized services and products.
- Achieved monthly sales targets through effective communication and product knowledge.
- Contributed to team success by attending weekly training and development sessions, maintaining up-to-date knowledge on products.
- Displayed resilience under pressure, managing high call volumes while maintaining a positive attitude towards customers and team members alike.
- Represented company professionally in situations, working through challenging phone calls and cultivating positive interactions by remaining calm and poised.
Education
Valencia CollegeOrlando, FL
High School Diploma
Skills
- Team Management
- Motivational Techniques
- Employee Engagement
- Priority Management
- Leadership & Team Development
- Process Improvement & Optimization
- Client Relationship Management
- Employee Engagement & Mentoring
- Quantitative Sales Techniques
- CRM Tools & Data Management
- Communication & Problem Solving
- Training and Mentoring
Languages
English
Native or Bilingual
Spanish
Professional Working
Timeline
Lead Supervisor
Ttec (TeleTech) - HealthCare Solutions
06.2017 - Current
Health Insurance Sales Agent
Ttec (TeleTech) - HealthCare Solutions
08.2016 - 06.2017
Sales Associate
Bluegreen Resorts
12.2013 - 12.2014
Outbound Sales Call Center Agent
Hilton Grand Vacations
11.2011 - 11.2013
Valencia College
High School Diploma
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