SALES ACCOUNT EXECUTIVE - United States Money Reserve Inc.
(2023-09)
- Generated new business through cold calling, email marketing, networking, and proactive client outreach.
- Built relationships with prospective and existing clients by identifying their individual needs and providing personalized solutions.
- Conducted consultative sales conversations and presentations to explain products, benefits, and purchasing options.
- Addressed customer concerns and objections while confidently guiding clients through the sales process.
- Negotiated terms and successfully move qualified prospects toward closed sales.
- Maintained ongoing communication with clients to strengthen relationships and encourage long-term business.
- Provided personalized service designed to create trust, customer satisfaction, and repeat business.
- Stayed informed on market conditions, product offerings, and industry trends to effectively educate clients.
REVENUE CYCLE CALL CENTER SUPERVISOR - GETIX Healthcare - Houston, TX
(2022-04 - 2023-09)
- Supervised revenue cycle operations including account management, customer communications, insurance coordination, collections, billing, cash posting, and contract analysis.
- Managed employee performance through coaching, feedback, performance reviews, and one-on-one meetings.
- Resolved escalated customer and insurance issues while maintaining a professional and service-focused approach.
- Reviewed financial hardship applications and assisted with complex customer account concerns.
- Developed and implemented procedures designed to improve accuracy and customer service.
- Monitored department performance and supported organizational goals and productivity requirements.
OPERATIONS SUPERVISOR - WellCare Health Plans - Tampa, FL
(2019-02 - 2022-02)
- Supervised 15–20 associates while ensuring operational requirements and regulatory standards were met.
- Onboarded and trained new employees, providing guidance on systems, processes, and customer interactions.
- Developed workshops focused on call flow, productivity, efficiency, and customer service.
- Coached associates on department metrics, performance goals, and professional development.
- Provided ongoing support and leadership to help employees achieve individual and departmental objectives.
ENROLLMENT PROCESSOR LEAD - Humana Health Plans Inc. - Tampa, FL
(2019-01 - 2019-02)
- Processed member enrollment applications and verified member and group information.
- Reviewed eligibility information and made adjustments in accordance with CMS requirements.
- Generated daily reports for interdepartmental use.
- Created and issued member ID card tickets and eligibility correspondence.
- Processed group monthly billing adjustments.
CUSTOMER SERVICE REPRESENTATIVE - Humana Health Plans Inc. - Tampa, FL
(2017-06 - 2019-01)
- Delivered personalized customer service while assisting members with insurance plans, benefits, coverage, copays, and account management.
- Resolved customer concerns by coordinating with internal and external departments.
- Verified customer information and maintained accurate account records.
- Educated members on their benefits and available services.
- Managed sensitive customer interactions while maintaining professionalism and a positive customer experience.
DATA ANALYTICS MANAGER - State of New Jersey - Trenton, NJ
(2016-07 - 2017-03)
- Managed a team of 8–10 employees while ensuring data accuracy, quality, and compliance with state procedures.
- Developed procedures for healthcare data extraction, transformation, and integration.
- Conducted quality assessments and validation processes.
- Assisted with analytical products and quantitative healthcare data analysis.
- Developed continuous outcomes reporting for multiple intervention programs.
CUSTOMER SERVICE CALL CENTER SUPERVISOR - A.S.T. Fund Solutions - Lyndhurst, NJ
(2013-06 - 2016-07)
- Recruited, hired, trained, and onboarded call center representatives to meet staffing and performance requirements.
- Managed and coached 10–15 associates in a high-volume call center environment.
- Monitored weekly performance metrics and coached employees toward department goals.
- Resolved escalated customer and employee concerns through effective conflict resolution.
- Developed presentations and motivational training sessions to improve employee performance.
- Communicated company goals and expectations to employees while reinforcing customer service standards.
CALL CENTER LEAD - Dish Network - Pinewood, NJ
(2008-05 - 2013-04)
- Supported 8–10 customer service representatives with account questions, customer inquiries, and system-related issues.
- Assisted representatives with scheduling and availability concerns.
- Served as a resource for escalated customer and employee issues.
- Communicated performance, system, and operational concerns to management.
ENROLLMENT LEAD REPRESENTATIVE - University of Phoenix - Jersey City, NJ
(2006-06 - 2008-02)
- Conducted prospective student interviews and identified qualified candidates based on career goals and program requirements.
- Consulted with students, parents, and educators regarding educational programs, services, costs, and expected outcomes.
- Forecasted and projected new student enrollment for the Director of Admissions.
- Participated in recruiting and enrollment activities including open houses, presentations, training sessions, and orientations.
- Built relationships with prospective students throughout the enrollment process.
QUALITY ASSURANCE MANAGER - NCME Corp. - Secaucus, NJ
(2003-05 - 2006-05)
- Monitored recorded and live customer interactions to evaluate quality and compliance.
- Managed and coached 10–12 representatives on call procedures and customer service practices.
- Identified performance gaps and implemented corrective coaching and training.
- Developed training initiatives designed to improve call quality and employee performance.
SQUAD LEADER - United States Army Corps of Engineers - Fort Rucker, AL
(1999-06 - 2003-03)
- Led a team of approximately 10 soldiers while managing daily training, assignments, and operational responsibilities.
- Provided leadership, instruction, and performance guidance in a structured environment.
- Maintained accountability, discipline, teamwork, and adherence to established procedures.
