OPodessa Pate
@odessapate
Customer-focused licensed insurance professional with 10+ years delivering compliant inbound sales, support, and QA-driven service.
United StatesWhat I'm looking for
I’m a customer-focused insurance and client services professional with 10+ years of experience across licensed insurance sales, inbound customer support, and quality assurance in regulated environments. I build trust by clearly explaining complex options and ensuring customers get accurate, compliant guidance.
As a Licensed Health / Insurance Agent at GoHealth (11/2021–01/2026), I delivered high-volume inbound sales and service support, performing detailed client needs assessments and explaining policy benefits, coverage limits, costs, and enrollment steps in a clear and compliant manner. I processed enrollments, renewals, and policy changes with strong documentation accuracy, while meeting call quality, handle time, productivity, and customer satisfaction expectations.
Earlier, I strengthened my compliance and QA foundation as a QA Analyst / Consultant at Wells Fargo (01/2021–03/2021), reviewing SBA PPP loan files for accuracy, completeness, and adherence to internal controls, federal guidelines, and risk management standards. I also bring a customer-facing regulated background from The Solomon Organization and loss mitigation experience from Citi / Santander Consumer, where I resolved inquiries professionally, handled high-volume call workloads, and maintained FDCPA and state regulatory compliance.
Experience
Work history, roles, and key accomplishments
GODelivered high-volume inbound insurance sales and customer support by conducting needs assessments and explaining policy benefits, limits, costs, and enrollment steps clearly and compliantly. Processed enrollments, renewals, and policy changes accurately, resolved escalations, and maintained CMS/carrier and internal quality standards while meeting call quality, handle time, productivity, and custo
WFPerformed quality assurance reviews of SBA PPP loan files to ensure documentation accuracy, completeness, and compliance with internal controls and federal guidelines. Identified errors and process gaps and supported validation/recalculation of forgiveness amounts using QA and risk assessment principles.
Assistant Community Manager
The Solomon Organization
Jun 2014 - Oct 2020 (6 years 4 months)
Provided customer-facing property management support by consulting prospective and current residents, explaining lease terms and policies, and managing inbound/outbound calls, appointments, and follow-ups. Resolved resident complaints, maintained compliant records and documentation under Fair Housing requirements, and supported occupancy, retention, and service-level performance goals.
Loss Mitigation Collector III
Citi / Santander Consumer
Feb 2009 - Jul 2013 (4 years 5 months)
Managed high-volume inbound and outbound collections for delinquent auto loan accounts by negotiating payment arrangements and resolutions with customers. Consistently met or exceeded monthly production and recovery performance goals while maintaining compliance with FDCPA and applicable state regulations, ranking among top-performing collectors.
Education
Degrees, certifications, and relevant coursework
WUWestern Governors University
Bachelor of Science in Information Technology, Information Technology
Pursuing a Bachelor of Science in Information Technology (BSIT) at Western Governors University with expected graduation in 2027.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
ZimbabweJob categories
Skills
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