Brian Bonds Email and Phone Number

• Preform quality reviews of new enrollments, plan changes, disenrollments, forced approves, CHIP enrollments, electronic funds transfers transactions, information requests, disenrollment letters and member portal inquires.• Knowledge of Highmark systems, as well as CMS MARx and CAPS system.• Maintain flexibility in a team environment and escalate findings to management for corrections of enrollment transactions.• Create and revise quality desk level procedures for various… Show more • Preform quality reviews of new enrollments, plan changes, disenrollments, forced approves, CHIP enrollments, electronic funds transfers transactions, information requests, disenrollment letters and member portal inquires.• Knowledge of Highmark systems, as well as CMS MARx and CAPS system.• Maintain flexibility in a team environment and escalate findings to management for corrections of enrollment transactions.• Create and revise quality desk level procedures for various workstreams.• Uphold HIPPA regulations pertaining to confidential information such as protected health information (PHI) or protected Identifiable Information (PII). Show less

• Promoted a positive customer experience with first call resolution while responding to complex inquiries from Medicare brokers, General Agencies and Field Marketing Organizations (FMO) via phone or email in a courteous manner focused on providing accurate information regarding Centers for Medicare and Medicaid Services (CMS) regulations, Medicare Advantage and Medicare Supplement products, Medicare Part D prescriptions plans, sales, marketing, enrollment processing, broker certification… Show more • Promoted a positive customer experience with first call resolution while responding to complex inquiries from Medicare brokers, General Agencies and Field Marketing Organizations (FMO) via phone or email in a courteous manner focused on providing accurate information regarding Centers for Medicare and Medicaid Services (CMS) regulations, Medicare Advantage and Medicare Supplement products, Medicare Part D prescriptions plans, sales, marketing, enrollment processing, broker certification, appointment process and CMS marketing guidelines• Built rapport with internal and external customer and handled all inbound and outbound calls with great importance as well as based on commitment made to client• Documented appropriately based on internal policies and procedures Show less

• Answered incoming calls in a pleasant demeanor from brokers, clients, merchants, and other financial institutions related to checking, debit card, ACH and bill payments and addressed, resolved, or escalated issues to management personnel to satisfy customers.• Adhered to required call technique to provide excellent customer service.Worked under limited supervision with no instructions on routine work, while general instructions are given on special assignments.• Determined reasons… Show more • Answered incoming calls in a pleasant demeanor from brokers, clients, merchants, and other financial institutions related to checking, debit card, ACH and bill payments and addressed, resolved, or escalated issues to management personnel to satisfy customers.• Adhered to required call technique to provide excellent customer service.Worked under limited supervision with no instructions on routine work, while general instructions are given on special assignments.• Determined reasons for declined transaction, as well as, assist customers with recognizing unfamiliar charges and explained various merchant attributes and matters that arise when attempting to complete certain transactions. Show less

• Performed call monitoring and provides trend data to quality supervisor. • Accountable for assessing agents to ensure professional, compliant, efficient, effective, and satisfactory customer interaction. • Responsible for giving timely feedback and coaching based on results and scores • Completed appropriate assessments with Avaya Quality Monitoring software. Licensed Insurance Agent• Pennsylvania Accident & Health License• Enrolled Medicare Part D recipients… Show more • Performed call monitoring and provides trend data to quality supervisor. • Accountable for assessing agents to ensure professional, compliant, efficient, effective, and satisfactory customer interaction. • Responsible for giving timely feedback and coaching based on results and scores • Completed appropriate assessments with Avaya Quality Monitoring software. Licensed Insurance Agent• Pennsylvania Accident & Health License• Enrolled Medicare Part D recipients in stand alone prescription plans.• Informed and explain to callers of benefits, co-payments, premiums, as well as, formulary of all plans.• Patient with clients while assisting them through the enrollment process.• Prescreened calls for Medicare customers seeking additional coverages.• Assisted existing subscribers and new prospects under 65 with applying for various insurances through an ecommerce website. Show less

Outbound Sales Representative• Executed 100-150 scripted outbound calls using a defined list of candidates for membership renewal in a clear, concise manner.• Documented updates in information and feedback delivered during contact calls; and, ensure all pledges are received, processed and paid according to appropriate departmental policies.• Trained in suggestive selling of theater programs, museum memberships, and other up-sell experiences. • Proficient in VISTA Back Office… Show more Outbound Sales Representative• Executed 100-150 scripted outbound calls using a defined list of candidates for membership renewal in a clear, concise manner.• Documented updates in information and feedback delivered during contact calls; and, ensure all pledges are received, processed and paid according to appropriate departmental policies.• Trained in suggestive selling of theater programs, museum memberships, and other up-sell experiences. • Proficient in VISTA Back Office ticketing system to process member and visitor transactions, answer member and visitor inquiries, while providing service to all museum patrons, as well as, mail confirmations and unfulfilled pledge invoices.Inbound Sales Representative• Accountable for processing 20-40 inbound calls with a primary focus on individuals; as well as, members and make recommendations according to customer's needs pertaining to museum programs, theater shows, exhibits, plus special events.• Managed one or multiple queues or skill sets over various customer contact channels.• Ensured all reservations are received, processed, and paid according to appropriate departmental policies.• Sustain an outstanding attendance record, with punctual adherence to scheduled work start times. Show less