Skilled in advanced issue resolution, collaborating with Account Owners to troubleshoot complex support matters, ensuring seamless merchant operations. Served as the primary contact for high-revenue merchants, providing personalized support to address real-time issues like account logins, ownership transitions, and other critical matters to maintain operational stability. Drove merchant success and retention through participation in quarterly business reviews and proactive outreach, aligning on merchant goals to foster long-term partnerships and improve satisfaction. Expertise in system optimization, with extensive knowledge of systems and resources, applied to efficiently resolve issues and enhance merchant support operations.

Leveraged a consultative approach to assess clients' current and future healthcare needs, enrolling them into suitable plans such as Medicare Advantage, Medicare Supplement, CHAS plans, Hospital Indemnity, and ancillary options. Drove business development through high-volume outbound, social, and targeted campaigns, consistently engaging with over 200 potential clients daily to expand the customer base. Built and maintained long-term client relationships with personalized engagement strategies, consistently surpassing sales targets while driving renewals and enhancing customer retention. Recognized as the Top Sales Agent of 2019 for outstanding performance in sales.

Implemented onboarding processes by designing and delivering customized training for prominent artists to ensure a thorough understanding of the platform’s functionalities. Collaborated closely with artists, providing tailored support through strong relationship-building and addressing specific needs. Facilitated regular check-ins, actively gathering insights to enhance service offerings and promptly address evolving needs or concerns. Led cross-departmental initiatives to streamline processes and improve the overall experience for artists, enhancing communication between support and technical teams.

Managed a high-volume call environment, handling up to 150 inbound and outbound calls daily to address diverse client needs efficiently and professionally. Identified and presented opportunities by converting clients into the OptumRx Mail Order Pharmacy Program, achieving high conversion rates while ensuring compliance with service agreements. Monitored and analyzed client feedback to implement process improvements that enhanced client satisfaction and retention.