Ibeth Hernández, Mba Email & Phone Number

• Review a high volume of calls, written correspondence, web chats, and offline research and casework to maintain service quality standards.• Identify and document strengths, weaknesses, and opportunities for improvement.• Provide feedback and coaching opportunities through evaluations.• Help to develop and maintain quality standards, guidelines, and scorecards.• Identify, analyze, and report on quality and performance trends and metrics.• Participate in calibration sessions between auditors.• Participate in quality meetings and reviews.• Help with the development of quality reports and deliverables.

Orlando, Florida, United States

MEDICARE LICENSED AGENT, (AEP SEASONAL)• Outbound and inbound calls - Group Retirees.• Telephonic enrollments for PDP, MAPD, supplemental and ancillary products.• Assisted on self-enrollment.• Customer Service for HRA accounts, appointments scheduling and general questions

Orlando, Florida, United States

• Outbound and inbound calls for Medicare beneficiaries.• Completed telephonic enrollments.

Lake Mary, Florida

• Completes phone evaluations daily.• Compiles and or reports on Key Performance Indicators as outlined by the client.• Reviews and validates errors and communicates consistencies and or agent needs with their direct supervisor.• Performs other duties as assigned.• Welcome Outbound/Inbound calls to Aetna members to review plan benefits and features.

Orlando, Florida Area

• Experienced in listening members and customer service recorded phone calls to ensure compliance with client metrics, state, federal and legal regulations.• Audited chats for proper compliance in sales, customer retention, federal employees and commercial business lines (Wells Fargo, Amazon, California Public Employees’ Retirement System - CalPERS and Nike).• Monitored compliance with state insurance department, HIPAA, PHI, PII and ethical and legal regulations.• Partnered with the senior management leadership team and quality leadership to provide feedback and recommendations that improved service level and the quality of the calls.• Collaborated in the designing of the major client Kaiser Permanente QA-based guidelines, scripts and training material based on trends. • Analyzed life and health licensed agents’ performance metrics, compared trends, provided feedback to team leads to improve agents’ performance, and recommended coaching as needed.• Developed an internal chat for licensed agents that enhanced productivity from 40% to 90%.• Worked with multiple systems: Customer Relation Management (CRM), and client-based applications. • Conducted in calibration sessions and trainings.• Took incoming calls to discuss Kaiser Permanente Senior Advantage Health Insurance plans.• Completed telephonic enrollments.

Orlando, Florida Area

• Acquisition/Retention/Save Team.• Responsible for taking incoming calls to discuss our applicable insurance plans.• Review of current benefits with prospects members and recommend options to change plans and retain their membership.• Online Support to members and prospects members.• Navigating through multiple system applications to fulfill caller requests, update caller information. • Complying with performance standards for work quality, work efficiency, attendance, and schedule adherence. • Assisted with unlicensed representative activities based on client’s needs.

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BSI's “ISO 9001:2015 Internal Quality Systems Auditor” competency-based course teaches the concepts of the ISO 9001:2015 standard.

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