Mary Johnson

Engaged in sprint planning and daily stand-ups to handle inbound calls from Medicare beneficiaries. Utilized database tools for plan assessment and guided beneficiaries towards optimal choices, while contributing insights in retrospective meetings for process improvement.

Led a 26-agent training team, integrating agile methodologies to optimize customer service training. Managed attendance, skill development, and collaborated with the Operations Manager to gather client presentation data.

Managed a team of agents using agile methodologies to drive performance improvement. Responsibilities included coaching, training, and overseeing compliance with company policies while collaborating with management for performance insights.

Provided similar responsibilities as a Medicare Insurance Agent, focusing on educating clients about their insurance options and utilizing active listening to enhance customer experience.

Conducted surveys using independent judgment and agile communication methods to meet KPI metrics. Adapted approaches based on feedback and continuously improved communication skills.

Educated and assisted clients in selecting insurance coverage after obtaining necessary licensing. Utilized active listening and product knowledge to improve client outcomes.

Managed a data processing and marketing business while raising four children. Provided database services and marketing strategies to local businesses, requiring meticulous record-keeping and communication.

Provided customer support and technical assistance, engaging in daily stand-up meetings to discuss client needs and improve service delivery.

Managed a network of bingo websites, coordinating chat moderators and ensuring effective communication and training while documenting game modifications.