• Responsible for enrolling new clients onto Beneration services in a fully remote environment.• Conduct virtual information sessions to confirm client needs and how Beneration will meet them and discuss the onboarding process.• Collect all data needed to register the client onto Benration services• Input client data in Beneration databases- I.E. salesforce, google sheets etc. • Act as the main point of contact for clients during the onboarding process.• Once the client is fully registered onto Beneration services, conduct a virtual meeting to review Beneration deliverables for the client and standard processes moving forward.

● Answer inbound calls within required service requirement of 3 seconds● Educate employees on benefit options available through their employer● Assist employees with questions regarding their elected employer group coverage ● Act as an advocate for any medical/prescription claim issue employees may have with the insurance company or provider

● Educate patients on copay assistance process● Evaluate patient benefit verification● Review application submissions for prescription copay assistance approval● Complete all required tasks within 95% of performance goals● Meet quality metrics at 97%

● Educate employees on FMLA process● Review FMLA documentation for accuracy● Contact employee or physician as needed to obtain appropriate information to approve FMLArequests● Promoted to be in charge of senior leave specialist reports within the first 4 months of hire date

● Educate and enroll retirees in health, prescription, dental and vision insurance plans with anaverage closing percentage of 88% in relation to their former group benefits● Conduct numerous comprehensive customer focused needs analyses in plan/productrecommendations with keen attention to details of each retirees’ circumstances● Quality and compliance average of 98%, Net promoter score (NPS) of 92%● Consistent in meeting or exceeding medical and ancillary sales goals month over month● Manage complaints and resolve customer escalations in an efficient and timely manner (with48-hour turn-around) along with multi-tasking various duties and projects in a fast paceenvironment● Rank in the top 10% of 500+ colleagues in customer satisfaction (CSAT) scores based oncustomer surveys● Promoted as a business instructor/trainer of seasonal vendor client agents● Subject matter expert (SME) and liaison of various insurance licensing and carrier certifications● Non-resident insurance licensed in 7 states● Peer nominated as enterprise’s engagement council representative of agent colleagues● Proficient in Microsoft Office, Excel, Word, PowerPoint, Outlook, Dynamics CRM

● Captive inside sales agent selling Medicare Advantage and Prescription Drug plans to Medicareeligible members with a 92% 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 handtimes, quality and compliance average 96%SKILLS & EXPERTISE:- CMS Guidelines, Practices, Services, HIPAA, AHIP- Customer Relationship Management (CRM)- Benefits Analysis/Plan Design- Sales/Customer Service/Support- Sales Account Management- Consultative Sales/Soft SkillsMicrosoft Office, Excel, Word, Outlook

Connextions, Inc. | CVS Caremark – Concord, NC● Assisted pharmacy technicians in submitting claims to insurance companies by providing properclaim process information● Regularly met customer service adherence and average handle time goals● Served as SME and lead agent for new agent associates upon training completionSKILLS & EXPERTISE:- Claims Processing- Customer Relationship Management (CRM)- Customer Service/Support- Training/MentorshipMicrosoft Office, Excel, Word, Outlook

• Community based internship promoting HIV prevention• Designed and implemented STD prevention programsSKILLS & EXPERTISE:- Public Speaking- Training/Coaching- Program Design- Promotions