Yolanda Covington
Raleigh,NC
Summary
Enthusiastic Sales and Customer Service professional with expertise in communication and negotiating. Driven to provide superior quality customer service. Innovative in leveraging extensive knowledge of products and services as well as creating solutions for customers to drive loyalty, retention and revenue. Highly adept at training, managing, coaching and mentoring sales and customer service associates with talent for interacting with staff at all levels of organization and public.
Achievements include expanding customer base and bringing in new sales revenue. Excellent customer service, research and conflict resolution skills. Flexible schedule and willingness to travel.
Overview
28
28
years of professional experience
Work History
Medicare Sales Broker
Residual Brother LLC
09.2023 - Current
- Field Inbound calls from Medicare Recipients
- Determine eligibility for Medicare and Medicaid
Senior Associate Operation Management
EXL
03.2022 - 08.2023
- Field Inbound calls from annuity account owners
- Make Outbound calls to varies annuity carries to anticipate when the initial premium will be received to fund the account
Licensed Sales Representative
American Republic Insurance Company
01.2015 - 01.2023
- Sell Medicare, Health, Dental, Life and Annuity products to individuals 55 and older
Benefits Administrator III
Conduent
08.2019 - 05.2021
- Processed death benefit claims for surviving dependents of active, term vested, retired members
- Researched the historical records to determine eligibility of Health and Pension benefits for surviving dependents
- Managed a workload utilizing multiple computer applications
- Provided guidance to survivors on how to handle the affairs of the deceased member
- Enrolled dependents in a timely manner to ensure continuous medical, dental, vision and prescription coverage
- Interpret Power of Attorney, Affidavits, Wills, Trust and Estate documents
- Calculated retirement estimates and commencement packages
- Made outbound courtesy calls to retiring employees to ensure paperwork is received in a timely manner to commence their retirement benefits
Incubation Software Support Agent
Convergys
01.2016 - 01.2017
- Work in collaboration with cross-functional teams to resolve partner and sales team quotes, deals, booking of orders, configuration troubleshooting, and software conversion concerns
- Operational and troubleshooting support to sales teams in charge of large volume sales orders
- Completed Mid Cycle refresh, License Portability, EA DSA
- Process e-mail requests and correspond with customers verbally as well through electronic communications to gather necessary information within the service levels
Sr. Benefit Specialist
Xerox
12.2005 - 02.2015
- Handled inquiries and related questions concerning enrollment of benefits and changing benefit election
- Guided employees with the employee self-serve benefit tool for annual enrollment
- Provided ongoing benefit assistance for multi-client services
- Counseled employees on their pension inquiries, pension estimates, (projections) pension payroll and benefit commencement packets
- Handled inquiries about payroll, job data, compensation, tax, W-2 issues, direct deposit update, severance payments, bonus payment and savings bonds
- Entered and maintained data for all payroll activities
Participant Advocate
Fidelity Investments/Formally IBM
01.2002 - 01.2005
Program Administrator
International Business Machines (IBM)
01.1997 - 01.2002
- Administered the LOA, Short/Long-Term Disability Plan
- Interpreted Psychological and Psycho-educational evaluation to determine eligibility for the IBM Special Care for Children Assistance Plan
- Communicated regularly with Plan Administrator, HR Business Partners about plan changes and plan implementation
- Interpreted plan policies for employees, management, and call center representatives
- Provided guidance on IRS, DOL, ADEA and ERISA regulations
- Provided backup support for Annual Open Enrollment yearly
- Acted as liaison between employees and insurance carriers
Education
B.A. - Marketing
Johnson & Wales University
Providence, Rhode IslandSkills
- PeopleSoft
- Microsoft Word
- Excel
- Power Point
- Salesforce
- SQL queries
- Life and Health Licenses
- Strong negotiation skills
- Objection handling
- Sales strategy development
- Sales reporting
- Cold calling
- Closing deals
- Documentation
- Compliance requirements
- Financial planning
- Financial analysis
- Multitasking
- Effective communication
- Conflict resolution
- Customer needs assessment
- Product and service sales
Timeline
Medicare Sales Broker
Residual Brother LLC
09.2023 - Current
Senior Associate Operation Management
EXL
03.2022 - 08.2023
Benefits Administrator III
Conduent
08.2019 - 05.2021
Incubation Software Support Agent
Convergys
01.2016 - 01.2017
Licensed Sales Representative
American Republic Insurance Company
01.2015 - 01.2023
Sr. Benefit Specialist
Xerox
12.2005 - 02.2015
Participant Advocate
Fidelity Investments/Formally IBM
01.2002 - 01.2005
Program Administrator
International Business Machines (IBM)
01.1997 - 01.2002
B.A. - Marketing
Johnson & Wales University
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