Brenda Eaton Email and Phone Number

• Educate and enroll retirees in health, prescription, dental and vision insurance plans with an average closing percentage of 90%• Conduct numerous comprehensive customer focused needs analyses in plan/product recommendations via customer-centric phone selling and strategic correspondence• Rank in the top 1% in sales for 2017; top 1% in sales for 2016 of 500+ agents• Quality and compliance average of 90%, Net promoter score (NPS) of 75%• Consistent in meeting or exceeding… Show more • Educate and enroll retirees in health, prescription, dental and vision insurance plans with an average closing percentage of 90%• Conduct numerous comprehensive customer focused needs analyses in plan/product recommendations via customer-centric phone selling and strategic correspondence• Rank in the top 1% in sales for 2017; top 1% in sales for 2016 of 500+ agents• Quality and compliance average of 90%, Net promoter score (NPS) of 75%• Consistent in meeting or exceeding medical and ancillary sales goals each month as well as numerous KPIs (key performance indicators)• Manage complaints and resolve customer escalations in an efficient and timely manner with a customer satisfaction (CSAT) score of 98% based on customer surveys• Non-resident insurance licensed in 49 states SKILLS & EXPERTISE:- Licensed: Life/Accident & Health/Medicare/LTC - NC- CMS Guidelines, Practices, Services, HIPAA, AHIP- Customer Relationship Management (CRM)- Benefits Analysis/Plan Design- Inside Sales/Customer Service- Consultative Sales/Soft SkillsMicrosoft Office, Excel, Word, Outlook, Dynamics CRM Show less

• Promoted as a business instructor-trainer of seasonal vendor client agents• Responsible for delivering numerous training classes to newly hired colleagues and vendor agents in service and quality processes, basic Medicare guidelines, and tutored agents in passing State licensing certifications (90+% passing effectiveness)• Assisted in the updating and creation of training materials including user's guides, technical manuals and other documentation for use by the call center… Show more • Promoted as a business instructor-trainer of seasonal vendor client agents• Responsible for delivering numerous training classes to newly hired colleagues and vendor agents in service and quality processes, basic Medicare guidelines, and tutored agents in passing State licensing certifications (90+% passing effectiveness)• Assisted in the updating and creation of training materials including user's guides, technical manuals and other documentation for use by the call center agentsSKILLS & EXPERTISE:- Training & Development/Coaching- Benefits Analysis/Plan Design- Consultative Sales/Soft Skills- ReportingMicrosoft Office, Excel, Word, PowerPoint Show less

Conducted comprehensive customer needs analysis in plans/products that work with their current Medicare coverage.

• Oversaw the success of 5 direct report trainer coordinators and coaches of 300 licensed agents• Coordinated and managed the training of new agents in proprietary client systems• Generated weekly/monthly agent reporting of key performance indicators (KPIs) for management and vendor client representativesSKILLS & EXPERTISE:- Training & Development/Coaching- Benefits Analysis/Plan Design- Consultative Sales/Soft Skills- ReportingMicrosoft Office, Excel, Word… Show more • Oversaw the success of 5 direct report trainer coordinators and coaches of 300 licensed agents• Coordinated and managed the training of new agents in proprietary client systems• Generated weekly/monthly agent reporting of key performance indicators (KPIs) for management and vendor client representativesSKILLS & EXPERTISE:- Training & Development/Coaching- Benefits Analysis/Plan Design- Consultative Sales/Soft Skills- ReportingMicrosoft Office, Excel, Word, PowerPoint Show less

• Trained new agent hires in sales and service process, basic Medicare guidelines, served as subject matter expert on company’s user interface systems• Conducted detailed weekly/monthly sales reporting of agent colleagues to management and client representativesSKILLS & EXPERTISE:- Training & Development/Coaching- Benefits Analysis/Plan Design- Consultative Sales/Soft Skills- ReportingMicrosoft Office, Excel, Word, PowerPoint

• Captive inside sales agent selling Medicare Advantage and Prescription Drug plans to Medicare eligible members with a 78% sales conversion average• Utilized comprehensive needs analysis model incorporated in a consultative sales approach• Met or exceeded monthly key performance indicators (KPIs) in sales, adherence, average hand times, quality and compliance average 98%SKILLS & EXPERTISE:- Licensed: Life/Accident & Health/Medicare/LTC - NC- CMS Guidelines, Practices… Show more • Captive inside sales agent selling Medicare Advantage and Prescription Drug plans to Medicare eligible members with a 78% sales conversion average• Utilized comprehensive needs analysis model incorporated in a consultative sales approach• Met or exceeded monthly key performance indicators (KPIs) in sales, adherence, average hand times, quality and compliance average 98%SKILLS & EXPERTISE:- Licensed: Life/Accident & Health/Medicare/LTC - NC- CMS Guidelines, Practices, Services, HIPAA, AHIP- Customer Relationship Management (CRM)- Benefits Analysis/Plan Design- Inside Sales/Customer Service- Consultative Sales/Soft SkillsMicrosoft Office, Excel, Word, Outlook Show less

• Provided cleaning services to individual and business customers • Directed communication and sales with customers regarding services• Conducted the interviewing, hiring and training of employees for cleaning assignments• Processed and managed payroll and employee schedulesSKILLS & EXPERTISE:- Business Management- Conflict Management- Account Management- Employee Training- Accounts Receivables- Marketing & Advertising- General Human… Show more • Provided cleaning services to individual and business customers • Directed communication and sales with customers regarding services• Conducted the interviewing, hiring and training of employees for cleaning assignments• Processed and managed payroll and employee schedulesSKILLS & EXPERTISE:- Business Management- Conflict Management- Account Management- Employee Training- Accounts Receivables- Marketing & Advertising- General Human Resources- Networking- Negotiations- Contracts- Logistics- Payroll- SalesMicrosoft Office, Word, Excel Show less