William H. Bradley
Mount Dora,FL
Summary
Current Licensed Health Insurance Agent with Florida and 18 other states.
Experienced Customer Service Representative brings 15 + years of applying exceptional customer service, conflict mediation and communication skills to address diverse needs. Smoothly mitigate customer conflicts through calm, level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset.
Overview
35
35
years of professional experience
Work History
Remote Licensed Health Insurance Agent
Clearlink Insurance
04.2024 - Current
- Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
- Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
- Used Software to process benefit transactions.
- Adhered to health and prescription insurance products, delivery systems and claims systems.
- Educated clients on insurance policies and procedures.
- Analyzed customer needs to provide customized insurance solutions.
- Increased client satisfaction by efficiently addressing their insurance needs and providing personalized solutions.
- Enhanced customer retention through effective relationship-building and follow-up strategies.
- Assisted clients in understanding complex insurance policies, ensuring they made informed decisions when selecting coverage options.
- Maintained up-to-date knowledge of industry trends and regulatory changes, providing accurate advice to clients and staying ahead of competitors.
- Educated prospective clients on the benefits of various health insurance options, effectively matching them with suitable plans that met their unique needs.
Remote Licensed Health Insurance Agent (Seasonal)
Results-CX / Humana Medicare Seasonal Position
08.2023 - 12.2023
- Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
- Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
- Adhered to health and prescription insurance products, delivery systems and claims systems.
- Handled high volume inbound and outbound calls
Patient Liaison
CannaMD
03.2023 - 07.2023
- Responded to patient concerns and questions with compassionate and knowledgeable service.
- Entered details into computer systems and managed database of information.
- Worked effectively with staff from all departments to coordinate resolutions.
- Assisted patients in understanding individual rights and responsibilities in regards to care, coverage and payment.
Remote Customer Support Representative
Inktel Contact Center Solutions
05.2022 - 08.2022
- Delta Faucet Customer Support.
- Handled high volume outbound and inbound calls. Assisted consumers with installation and repairs of Delta kitchen and bathroom faucets.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Connected with customers to address questions and resolve issues through phone and email.
Centene Wellcare Remote Customer Care Agent
Sykes-Alpine Access
11.2021 - 04.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted inbound and outbound customers with questions.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Coordinated timely responses to online customer communication and researched complex issues.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Described product highlights and benefits to help guide purchasing decisions.
Hard Goods Supervisor
Goodwill Industries Of Central Florida
11.2018 - 04.2020
- Trained team members in successful strategies to meet operational and sales targets.
- Implemented daily operating procedures to keep store clean, adequately stocked and well-organized.
- Walked through department multiple times each shift to evaluate and correct issues such as cleaning and stock replenishment needs.
- Maintained focus during busy times and delegated tasks to employees to keep business running smoothly.
- Maintained clean, adequately stocked and organized store by streamlining daily operations and introducing new procedures.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
Driver
Lyft Ride Share
08.2017 - 01.2019
- Cleaned and maintained vehicle and assessed vehicle for damage after each shift.
- Delivered goods and products to customer on time and in excellent condition.
- Coordinated efficient routes to avoid delays and optimize schedules.
Customer Care Agent
Answernet Call Center
04.2016 - 09.2017
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Logged call information and solutions provided into internal database.
- Maintained superior quality by reducing downtime to maximize customer support and meet revenue goals.
Call Center Agent
Amazon.com
11.2015 - 04.2016
- Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Customer Service and Deliveries
HD Quikprint
08.2015 - 01.2016
- Customer printing orders and deliveries.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
Customer Service Representative, Sirius XM
Dial America
12.2013 - 07.2015
- Sirius XM subscriptions and payments.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Customer Care, Seasonal
Honey Baked Ham
10.2013 - 12.2013
- Front counter customer service and sales.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
Studio Manager, Audio Engineer, Vocalist
Talking Tabs Studio
02.2003 - 09.2013
- Audio recording, mixing, mastering with Pro Tools
- Keyboardist/Vocalist
- Regulated volume level and sound quality during recording sessions.
- Adjusted sound according to variances in temperature and tonal needs.
- Prepared for recording sessions by selecting and setting up microphones.
- Maintained and repaired sound equipment.
- Separated instruments, vocals and peripheral sounds and mixed during post-production stage.
- Provided audio mixing and recording expertise to field and studio-based productions.
Customer Service Specialist
AT&T Wireless
10.2001 - 02.2003
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
Specialty Media Buyer
Virgin Mega Store
08.1997 - 02.2001
- Bought product from distributors, managed inventory, stocked and restocked shelves to keep supplies available, increased sales through product knowledge and expertise.
- Determined costs for media campaigns and delivered this information in reports to clients.
- Developed tight professional relationships with media planners, which helped to identify right targeted audiences for campaigns.
Assistant Manager
Disc Jockey Music Store
02.1993 - 08.1997
- Managed a staff of ten, focusing on delivering excellent customer service and displaying an exceptional work ethic
- Managed inventory, stocked and restocked shelves, increased sales through product knowledge and expertise.
- Monitored cash intake and deposit records, increasing accuracy and reducing discrepancies.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
Apparel Stock Clerk
Kmart
01.1989 - 01.1991
- Assisted the smooth running of the apparel department by stocking shelves and delivering excellent customer service.
- Maintained effective team member communication.
- Greeted customers and directed to requested products.
- Removed debris and packaging from boxes and separated for recycling or disposal.
- Conducted inventory and restocked items throughout day.
Education
No Degree - Music and Sound Technology
Valencia College
Orlando, FL09.2014
High School Diploma -
Middletown High School
Middletown, MD06.1982
Skills
- Order and Refund Processing
- Multitasking and Prioritization
- Customer Account Management
- Issue and Complaint Resolution
- Calm and Professional Under Pressure
- Customer Data Confidentiality
- CRM Software
- Courteous with Strong Service Mindset
- Building Customer Trust and Loyalty
Timeline
Remote Licensed Health Insurance Agent
Clearlink Insurance
04.2024 - Current
Remote Licensed Health Insurance Agent (Seasonal)
Results-CX / Humana Medicare Seasonal Position
08.2023 - 12.2023
Patient Liaison
CannaMD
03.2023 - 07.2023
Remote Customer Support Representative
Inktel Contact Center Solutions
05.2022 - 08.2022
Centene Wellcare Remote Customer Care Agent
Sykes-Alpine Access
11.2021 - 04.2022
Hard Goods Supervisor
Goodwill Industries Of Central Florida
11.2018 - 04.2020
Driver
Lyft Ride Share
08.2017 - 01.2019
Customer Care Agent
Answernet Call Center
04.2016 - 09.2017
Call Center Agent
Amazon.com
11.2015 - 04.2016
Customer Service and Deliveries
HD Quikprint
08.2015 - 01.2016
Customer Service Representative, Sirius XM
Dial America
12.2013 - 07.2015
Customer Care, Seasonal
Honey Baked Ham
10.2013 - 12.2013
Studio Manager, Audio Engineer, Vocalist
Talking Tabs Studio
02.2003 - 09.2013
Customer Service Specialist
AT&T Wireless
10.2001 - 02.2003
Specialty Media Buyer
Virgin Mega Store
08.1997 - 02.2001
Assistant Manager
Disc Jockey Music Store
02.1993 - 08.1997
Apparel Stock Clerk
Kmart
01.1989 - 01.1991
No Degree - Music and Sound Technology
Valencia College
High School Diploma -
Middletown High School
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