Vanessa Giles

• Marketed our Paternity, Immigration, Siblingship and Grandparentage DNA testing solutions to 50 to 65 callers daily.
• Provided support to customers during stressful situations by actively listening and analyzing their needs to recommend appropriate DDC DNA tests.
• Researched and addressed follow-up questions from customers until results were ready, while attending training sessions to enhance knowledge and escalating complex customer needs to leadership.
• Developed strong client relationships through effective communication and personalized service.
• Managed inbound and outbound 50 to 70 daily sales calls, ensuring timely follow-up on leads.
• Utilized CRM software to track sales activities and maintain client records accurately.
• Collaborated with marketing teams to create targeted campaigns that drove lead generation.

• Responded to 50-70 inquiries from individuals seeking information about Medicare Advantage and Medicare Supplemental plans, providing tailored guidance.
• Addressed questions and concerns regarding plans, ensuring clear understanding of options available.
• Assisted callers in selecting the plans that fit their needs following the Allstate sales flow process. Cross-sold additional coverage such as dental, vision and hearing plans.
• Conducted 45-65 follow-up calls with prospects to ensure timely communication and engagement. and followed through contacting prospects as scheduled
• Acted as liaison to help resolve issues between the client and their health care plan provider when necessary.
• Served as liaison to resolve issues between the client and their health care plan provider.
• Maintained and updated customer contact information for 55+ clients and prospects while correcting errors.
• Conducted presentations on benefits enrollment processes, simplifying complex information for diverse audiences.
• Analyzed client needs to provide tailored benefit recommendations, enhancing overall service quality.

• Answered 80 to 100 inbound calls from prospects regarding term and whole life final expense coverage from company media marketing, print ad campaigns, and referrals from affiliate programs with US credit unions, facilitating informed decision-making.
• Duties included making 100+ outbound calls per month to current and former clients for purposes of account maintenance and retention. Assisted clients with policy questions, updating contact information, walked clients through the application process for additional coverage amounts due to life changes. Made routine callbacks to 40+ former clients with lapsed policies to offer reinstatement or help them start new policies.
• Developed personalized insurance plans based on client needs and financial goals.
• Utilized CRM software to track leads, manage customer interactions, and streamline sales processes.
• Educated clients on policy options, benefits, and coverage details to ensure informed decision-making.

• Answered 50 to 60 daily calls and inquiries from patients prescribed Humira medication.
• Assisted patients in all 50 states in locating doctors and pharmacies; also ordering necessary medical supplies to ensure timely access to treatment.
• Guided patients in understanding and maximizing their medical insurance benefits to effectively meet their healthcare needs.
• Offered alternative options for acquiring drug samples or funding to continue therapy.
• Recorded side effects or adverse events experienced during medication use. Maintained accurate documentation and reported observations to the prescribing physician.
• Rigorously followed all HIPAA Guidelines as directed in certification process.
• Managed appointment scheduling, optimizing workflow and resource allocation.
• Collaborated with healthcare providers to resolve patient issues effectively.
• Analyzed feedback trends to identify areas for process improvement and efficiency gains.
• Developed strong rapport with patients, fostering trust and open communication regarding their healthcare needs.
• Addressed patient concerns promptly and professionally, resulting in high levels of customer satisfaction.

(some college)