Destiny Malone Email and Phone Number

Provide a market leading agent experience through aiding and maintaining all Agent and Agencies who desire to sell Aetna Senior Supplemental products. • Utilizing resources to maintain low cycle times & agent satisfaction for all Agent and Agencies with initial onboarding and/or existing agent requests. • Processing all appointments and exceeding the expectation of a regular customer service experience. • Manages what queues the team is in based off daily inventory and provides to the team.• Communicates any new changes in process and or efficiencies on both the queue assignment, team huddles, staff meetings, and the overtime email.• Works closely with the manager to ensure the team always is being supported, is properly trained, fully staffed, compliant with both internal policies as well as state regulations.• Schedules training and time off requests for contingent members of the team.• Schedules and Leads a weekly team huddle & supports documentation of meetings. • Manages contingent worker time cards as well as time-off requests.• Maintains employee engagement and encouragement • Trained in all aspects of the contracting department, and provides help to the entire team. • Problem Solving: takes all escalation calls and provides a resolution.• Hosts one on one meetings with individual team members to provide feedback and learning opportunities.• Assists in developing the careers and professional skills for career development with team members.• Works closely with the development team to test changes in our in house SWIFT system.

• Insured the events went smoothly & the feedback from attendees was exceptional. • Being able to take initiative: to see a problem, make a decision about what might be done about it, and follow through and solve the problem. • Managed staff to ensure there was enough coverage for the event. • Delegated tasks to ensure their completion and supplied wedding guests with a full service experience.