Edwin Santana
Riverview
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience. Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Licensed Health Insurance Agent
Healthcare Solutions
Tampa FL
07.2023 - 02.2026
- Educated clients on health insurance options and benefits, enhancing decision-making processes.
- Developed customized insurance plans based on client needs and preferences, improving satisfaction rates.
- Conducted thorough policy reviews to ensure compliance with regulations and accuracy of information.
- Collaborated with underwriting teams to streamline application processes, reducing turnaround times.
- Led initiatives to enhance client relationship management practices, resulting in increased retention rates.
- Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
- Educated prospective clients on the benefits of various health insurance options, effectively matching them with suitable plans that met their unique needs.
- Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
- Assisted clients in understanding complex insurance policies, ensuring they made informed decisions when selecting coverage options.
- Maintained up-to-date knowledge of industry trends and regulatory changes, providing accurate advice to clients and staying ahead of competitors.
- Increased client satisfaction by efficiently addressing their insurance needs and providing personalized solutions.
- Conducted comprehensive policy reviews for existing clients, identifying opportunities for adjustments or additional coverage.
- Implemented efficient time management practices, allowing for increased productivity while managing multiple tasks simultaneously.
- Maintained accurate records of all client interactions and transactions, ensuring compliance with industry regulations and company policies.
- Adhered to health and prescription insurance products, delivery systems, and claims systems.
- Managed a diverse portfolio of health insurance accounts while consistently meeting sales targets and exceeding performance expectations.
- Used Software to process benefit transactions.
- Educated clients on insurance policies and procedures.
- Analyzed customer needs to provide customized insurance solutions.
- Met with customers to provide information about available products and policies.
Customer Service Manager
T-Mobile
Tampa, FL
09.2009 - 05.2023
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Assisted staff with resolving complex customer issues and implementing targeted solutions.
- Evaluated employee job performance and motivated staff to improve productivity.
- Set clear expectations and helped employees pursue optimal paths for achieving each target.
- Relayed customer feedback to cross-functional teams to improve products and services.
- Rolled out operational improvements and solutions to deliver top-notch customer service.
- Reviewed accounts for payments received or approved credit arrangements.
- Explained benefits, features and recommendations to maximize client retention.
- Led team engagement to assist cross-functional departments and achieve goals.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Education
Business Administration
University of Puerto Rico - Bayamon
Bayamon, PR05.2004
Skills
- Supervision & Leadership
- Relationship Building
- Friendly, Positive Attitude
- Team Building
- People Skills
- Computer Skills
- Fluent in Spanish
- Team Management
- Problem Resolution
- Customer Service
- Good Work Ethic
- Reliable & Trustworthy
- Flexible Schedule
- Active Listening
- Organizational Skills
Languages
Spanish
Native/ Bilingual
Accomplishments
- Recognized as Employee/Management team member of the year in 2010, 2011, 2012, 2013, 2014, 2015, 2016 and 2021 for outstanding performance and team contributions.
Education and Training
Certified Healthcare Licensed Agent
Several Customer Service and Sales Certifications
Certification
Health Insurance License- 2-40
Timeline
Licensed Health Insurance Agent
Healthcare Solutions
07.2023 - 02.2026
Customer Service Manager
T-Mobile
09.2009 - 05.2023
Business Administration
University of Puerto Rico - Bayamon