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Versatile, results-oriented Customer Service and Operations Leader with 15+ years of experience in support roles within a variety of industries. Advanced experience in improving operational efficiency along with steadfast listening skills which provide a valuable asset/tool to internal clients and ensures high efficiency levels. Equipped with a significant level of communication and interpersonal abilities with a strong background in effectively fostering positive relationships with internal/external teams.

Customer Service/Sales Workflow/Process Improvement Team Leadership

Training/Coaching Decision Making/Planning Complex Problem Solving

Oral/Written Communication Medicare Insurance Plans Healthcare Industry

• Direct day to day sales and customer service logistics within a fast-paced environment with a focus on increasing productivity and operational efficiency
• Address incoming customer phone calls, assist individuals with enrollment in Medicare, and addressed billing inquiries
• Played a lead role in the development and implementation of an abbreviated enrollment process which resulted in increased customer satisfaction
• Maintain an expert level knowledge of Medicare group insurance, Medicare insurance, individual major medical insurance plans, and financial projects
• Utilize superior communication and interpersonal abilities to maintain positive rapport with both internal and external clients

JP Morgan Chase September 1999-July 2005

• Managed customer service operations within a call center environment which included identifying customer inquiries and providing appropriate feedback
• Performed detailed account research, resolved complex disputes related to Chase credit cards, and completed balance transfers on behalf of clients
• Supervised a team of approximately 4 individuals which required providing individualized coaching and guidance along with mentoring new employees and overseeing employee performance issues

Current Health Insurance License

Life and Annuities License