Chrystal Hicks Email & Phone Number

Remote

• Manage a team of Quality Analysts.• Create training materials and train sales agents and analysts on scoring metrics.• Instruct the team in quality control and analytical procedures.• Identify overall compliance trends.• Collaborate closely with Sales and Quality Assurance Managers to address compliance issues.• Prepare documentation and reports, including performance reviews.• Interview potential new hires.• Provide feedback and coached agents on enrollment sales.

• Monitored inbound and outbound calls to ensure adherence to compliance guidelines, internal processes, scripting, and quality of customer service, as well as the accuracy of information communicated. • Assessed and scored calls to identify opportunities for improvement. • Analyzed data to spot trends. Used insights to refine strategies and address challenges. • Trained new analysts to uphold quality standards and processes.

• Handled outbound and inbound calls to qualify individuals interested in purchasing health insurance coverage.• Explained the advantages, features, and disadvantages of various policies to promote the sale of plans.• Provided impartial advice to clients based on their specific circumstances.• Collaborated with the sales team to reach targets, consistently meeting or exceeding personal quotas.• Consulted with customers on health-related products and services to provide the best solutions for their health and financial well-being.• Answered questions related to coverage and annual changes in healthcare plans, pharmacy networks, and drug formularies.• Assisted customers with the enrollment process.• Followed up with previous leads to generate new business.• Trained new employees on business practices and successful sales techniques.

Charlotte, North Carolina Area

• Responded to customer requests and cultivated community relationships to develop new business partnerships.• Assisted customers by providing accurate information for museum space reservations.• Enhanced the organization’s reputation and revenue by developing innovative methods to attract new business and increase customer engagement.• Answered inquiries from new and prospective clients promptly and effectively.• Delivered continuous, excellent customer service to the client base.• Conducted sales presentations and utilized suggestive selling techniques.• Consistently met and exceeded goals set by local and corporate management.

Charlotte, North Carolina Area

Maintain customer records by inputting and updating account information. Attract potential members by answering questions about the museum and the different types of memberships.

Charlotte, North Carolina Area

• Created, revised, and oversaw afterschool programs, tutoring, and character development initiatives for employees and students.• Ensured compliance with all state and federal guidelines.• Attended local and state meetings related to 21st Century programs.• Recruited, hired, and trained employees on all programs and company policies.• Managed accounts payable and payroll using QuickBooks, ensuring all monthly and quarterly reports were current.• Developed community relationships to secure volunteers and donations for the program.• Designed and developed marketing materials and managed all aspects of marketing campaigns.• Trained new employees on company policies and practices.

Huntersville, Nc

Utilized appropriate methods and flexible interpersonal style to help ensure the effective and efficient flow of work throughout the office. Trusted assistant to the Broker-In-Charge and office manager. Earned a reputation for maintaining a positive attitude and producing high-quality work. Helped drive customer satisfaction by working directly working with Broker-In-Charge clients.

Master Of Business Administration (M.B.A.)

Bachelor Of Arts (B.A.), Business Administration And Management, General

Associate Of Arts (A.A.), Liberal Arts And Sciences, General Studies And Humanities