Melissa Shongo Email & Phone Number

Chattanooga, TN, US

United States

Clearwater, FL

• Utilize active listening skills to assess potential clients needs by completing a needs analysis
• Chosen to work overtime to assist in the testing of new marketing campaigns
• Review different plan options that are available in the service area and present a plan that meets potential clients needs
• Proceed with the Summary of Benefits and close the sale
• Consistent conversion rate of 24% while maintaining quality average of 91%
• Licensed in 21 states and appointed with 6 carriers

Saint Petersburg, Florida

• Won monthly and several weekly contest for earning the most points which consisted of quotes, appointments, sales, talk time and dials
• Specialize and assist potential clients in making decisions by carefully matching their needs with available products and services
• Present product to potential clients via screen share
• Completed all company certifications for each state on all products and services
• Licensed and appointed in FL, UT, TX, SC, VA and AZ

Tampa/St. Petersburg, Florida Area

• Supervise and direct daily activities of 25 non-exempt agents, including agents located in Canada, US and four E-care agents in an inbound call center to support a Canadian rewards program
• Responsible for launch of a new project to include preparing team in roll out of PCI compliance, additional services and promotions
• Collaborated with client to create standard operating procedure manual for new agents to have access to systems using Word, PowerPoint and SharePoint
• Accountable for running, auditing and provide coaching for 6 weekly reports to minimize potential fraud

• Managed daily workflow and leadership of 20-34 associates in an outbound call center for the Humana At Home Managed Care Department. Ensured staff consistently achieved productivity goals and quality standards. Led.
• Received Star Award for assisting with STARS initiative which resulted in company receiving industry 4 Star rating
• Decreased member decline rate from 9.9 to 4.2 through utilizing data reports to assist team on rolling with resistance
• Improved referral turnaround time form 3 months to 3 days by meeting with key stakeholders to bring entire referral process in house
• Increased production and quality improvement by 33% through collaborating with IT and key stakeholders to transition department from a manual process to an automated process

Bradenton, FL

• Performed all property management, office, and administrative services for health park of 6 buildings generating over $1M annually. Prepared and processed invoices, completed bank reconciliations, and deposits..
• Contributed to intensive research that supported operational streamlining and to strategically change marketing property from traditional medicine to holistic medicine park

Washington D.C. Metro Area

• Managed staff and operations for 6 payday advance offices that netted over $1.75M in monthly assets
• Processed and executed all 90 day and yearly employee evaluations including bonuses and raises
• Created, applied, and administered office action plans that quantified fee, controlled debt and enhanced office profits
• Grew the district by 220% in one year through improving customer service and process improvement
• Decreased controllable expenses 12% by monitoring overtime and staffing needs
• Conducted monthly audits of the office financial records to minimize potential losses and ensure government compliance