YOLANDA WILSON
Wichita Falls ,TX
Summary
Personable and professional Benefits Consultant committed to delivering excellent customer service and counsel. Demonstrated history of developing individualized benefits plans that meet clients’ needs while cutting costs. Skilled in maintaining client relationships by educating and clarifying the information required to get the most out of each plan. Strong passion to provide clients with a positive and consistent helping hand.
Service-driven professional highly informed of all state and federal regulations pertaining to benefits for employees. Communicative Benefits Specialist offering outstanding customer service and data confidentiality skills.
Overview
17
17
years of professional experience
Work History
Customer Service Specialist
Dignity Memorial
10.2019 - 04.2022
- 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.
- Complied with company policies and procedures by encouraging positive and effective work environment among all employees.
- Resolved concerns with products or services to help with retention and drive sales.
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Used consultative techniques to understand customer needs and make strategic referrals to business partners.
- Described product highlights and benefits to help guide purchasing decisions.
- Recorded product or service failure complaints and notified appropriate departments.
- Devised innovative strategies to improve customer satisfaction scores and meet company goals.
Benefits Consultant
AFLAC
10.2016 - 11.2019
- Processed applications and claim documents to ensure legal compliance and secure deliverables for clients
- Designed benefits packages for large group clients of employees by establishing organization’s needs, identifying budgetary limitations and proposing innovative methods to cut costs
- Grew book of business by establishing and maintaining positive client relationships
- Facilitated increased revenue by educating existing clients on additional services and products such as accidental and life insurance
- Planned and delivered presentation events per year focused on enhancing employee satisfaction
- Analyzed the benefit objectives and budgetary restrictions of clients with over 100 employees to develop employee benefit packages to fit unique needs while cutting costs
- Processed personal health records and insurance documents for legal compliance and secure deliverables for clients.
- Facilitated increased revenue by educating existing clients on additional services and products such as upgraded policies and products that pertain to individual families.
- Designed benefits packages for large group clients of over 200 employees by establishing organization's needs, identifying budgetary limitations and proposing innovative methods to cut costs.
- Grew book of business by 42 percent through establishing and maintaining positive client relationships.
- Explained benefits to plan participants in easy to understand terms in order to educate each on available options.
Insurance Sales Agent
Farmers Insurance Group, Brian Anderle
10.2017 - 08.2019
- Presented financial well-being information to groups of people to cultivate new business and increase financial well-being of customers
- Scheduled fact-finding appointments and consultations to determine client needs and overall financial situations
- Developed and maintained long-term relationships with policyholder's and small business entities
- Conducted annual reviews of existing policies to update information
- Conducted research on insurance packages and investment options to generate client recommendations.
- Built relationships with clients through active listening to provide excellent service
- Calculated premiums and established payment methods for sales
- Met with prospective customers and business owners in homes, businesses and other settings
- Modeled exceptional customer service skills and appropriate diagnostic sales techniques
- Contributed ideas and offered constructive feedback at weekly sales and training meetings
- Worked to accommodate new and different insurance requests and explored new value opportunities to optimize insurance agency reputation
- Upsold products to policyholder and potential new clients
CASINO TABLE GAMES SUPERVISOR
KIOWA CASINO
05.2005 - 09.2011
- Negotiated agreements between employees to clarify misunderstood directions and resolve conflicts affecting performance
- Monitored players during each hand to identify possible cheating or other unscrupulous behavior
- Inspected gaming equipment and card decks prior to dealing and monitored individual players to verify adherence to rules and fair gameplay
- Maintained fast game pace by handling chips, cards, money and gaming equipment efficiently
- Created enjoyable atmosphere for players by engaging patrons in positive and entertaining conversation
- Participated in short-handed games to meet required minimum number of players and keep gameplay moving
- Assessed and calculated multiple players’ cards against table competitors and house hands to determine round or game results, winners, correct wagers and rotation of play
- Promoted customer retention and satisfaction by greeting guests in friendly and enthusiastic manner to encourage fun gameplay environment
- Collected bets from game losers and paid out winnings to game winners, keeping each hand running smoothly and efficiently
- Dispensed and balanced high betting currency at close of shift and throughout games to secure accurate receipt, accounting, and distribution of player and house funds
- Worked with security and surveillance to resolve patron problems, improve operations and provide exceptional customer service
Education
High School Diploma -
Burburnett High School
Burkburnett, TX05.1985
Business Administration And Management
Vernon College
Sheppard AFBRealtor - Real Estate
Century 21 School of Real Estate/Nelson Tubbs
Wichita Falls, TX10.2004
Skills
- Training proficiency
- Regulatory compliance
- Benefits administration/Management
- Teamwork/Collaboration
- Electronic application proficiency
- Insurance Sales
Interactive communication skills
- Complaint resolution
- Account management
- Training development aptitude
- Money handling abilities
- Service standard compliance
- Good listening skills
Timeline
Customer Service Specialist
Dignity Memorial
10.2019 - 04.2022
Insurance Sales Agent
Farmers Insurance Group, Brian Anderle
10.2017 - 08.2019
Benefits Consultant
AFLAC
10.2016 - 11.2019
CASINO TABLE GAMES SUPERVISOR
KIOWA CASINO
05.2005 - 09.2011
High School Diploma -
Burburnett High School
Business Administration And Management
Vernon College
Realtor - Real Estate
Century 21 School of Real Estate/Nelson Tubbs
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