Customer Successes Manager
My career has progressed with increasing responsibilities due to my consistent performance and reputation for delivering high-quality results while meeting and exceeding tight deadlines. I have sound business acumen, superior problem-solving and analytical skills as well as extensive expertise in handling all aspects related to overseeing teams, addressing operational challenges as well as identifying process improvement initiatives.
Please consider the following selected achievements and qualifications that I bring to this role.
§ Focused planning and multi-tasking capabilities enabling efficient, timely completion of multiple projects.
§ Articulate communications skills leading to the advancement of solid, progressive relationships with individuals across all levels and understand business needs across various departments within the company.
§ Able to adapt quickly and accustomed to working closely with stakeholders within multiple lines of business.
§ During my time with eHealth, I served as a sales agent, then Customer Care Specialist, before moving into Retention as a lead then supervisor. I managed and coached a small group of 15 licensed agents during the slow seasons. Working as a team with other managers/supervisors over the larger group of 75 to 80. Responsible for creating the charts and graphs needed to monitor and maintain the required KPI performances and goals.
§ During AEP, I was responsible for training, managing and coaching, an additional 30 to 90 employees in one setting, sometimes two or three classes before and during AEP, when needed. Creating the deck slides needed for training and Excel documents needed to monitor performance. They would support our team of 70 as non-licensed and would assist only with the current plan on file when no license was needed. I would then manage that team during that time until OEP was completed as well as my permanent team of 15 agents.
§ Working with other departments to increase the success of a plan remaining with the client past 90 days and offering solutions outside the plan if needed. This could have been anything from making sure our beneficiary Medicare or Medicaid status was in good standing or simply find a local dental location they offer discounts beyond the plans benefits. These clients were then kept on file as I was their main source of contact for future questions and concerns. I was licensed with all 50 states during this time, with over 30 different carriers for Medicare plans.
§ Broker Relations: As a Customer Care and Retention specialist, I was involved with communicating with other carrier/brokers when correcting issues with an application or active Medicare and IFP accounts. Any missing documents needed. I was also helping them find a different plan, if the current plan wasn't fitting their needs. Helping clients with billing and finding answers for information such as correcting payment issues or cost of care concerns. I have over 6 years of Medicare and Medicaid knowledge with 2 of those six being directly sold before moving to Customer Care, then Retention and relations.
Experience: 6 years
Yearly salary: $75,000
Hourly rate: $0
Nationality: 🇺🇸 United States
Residency: 🇺🇸 United States
|2020 - 2022||MEDICARE MANAGER RETENTION||eHealth|
|2020 - 2020||MEDICARE SUPERVISOR CUSTOMER CARE||eHealth|
|2018 - 2020||MEDICARE CUSTOMER CARE SPECIALIST||eHealth|
|2016 - 2018||MEDICARE SALES REPRESENTATIVE||eHealth|