Open to opportunities

Rodney Brown

@rodneybrown

Licensed insurance agent delivering first-call resolution and proactive client support across healthcare and financial services.

United States

Message

What I'm looking for

I’m looking for an insurance or client-services role where I can drive first-call resolution, manage enrollment/billing/account work, and use CRM tracking to resolve complex cases while maintaining HIPAA-compliant service.

I’m a highly motivated client service professional with 8+ years of experience in customer service, healthcare insurance, and financial services. I’m known for managing client relationships, resolving service inquiries, and educating clients on complex policies through first-call resolution and issue investigation.

In my current role as a Licensed Insurance Agent with Phoenix Rise Insurance, I’m the primary point of contact for clients—assisting with policy selection and technical support inquiries while using CRM systems to accurately record interactions and track case resolution. Previously at Humana, I provided first-call resolution for 90–95% of service inquiries, coordinated across departments to minimize escalations, and maintained strict compliance with HIPAA and company policies.

Experience

Work history, roles, and key accomplishments

Current

Licensed Insurance Agent

Current

Phoenix Rise Insurance

Jul 2024 - Present (1 year 11 months)

Served as primary point of contact for clients, supporting policy selection and technical support inquiries. Resolved complex issues across enrollment, billing, and policy administration while documenting interactions in CRM to track case resolution and maintain satisfaction.

Client Relationship Management First Call Resolution Policy Administration CRM Systems Technical Support Case Management Customer Retention Customer Service

Healthcare Insurance Agent

Humana

Jul 2018 - Jun 2024 (5 years 11 months)

Delivered 90–95% first-call resolution for healthcare service inquiries, including enrollment, billing, and claims processing. Investigated and resolved customer issues by coordinating across departments, educating clients on healthcare plans and billing policies, and maintaining HIPAA and company compliance.

First Call Resolution Enrollment Billing Claims Processing HIPAA compliance Customer Service

New Account Specialist

USAA

Jun 2016 - Jun 2018 (2 years)

Handled a high volume of customer interactions in a fast-paced call center, assisting members with account setup and technical troubleshooting. Resolved transaction inquiries by collaborating with internal teams and working service requests efficiently.

Call Center Operations Customer Service Technical Troubleshooting Transaction Inquiry Resolution Troubleshooting High Volume Communication

Admissions Representative

Everest University Online

Jun 2010 - Jun 2016 (6 years)

Managed customer interactions for prospective students, guiding applications, enrollment, and financial aid processes. Maintained accurate telephonic and email records to track applicant progress and trained/mentored new hires to improve cross-training within the team.

Admissions And Enrollment Support Financial Aid Process Support Customer Service Applicant Progress Tracking Email And Phone Case Documentation Mentoring Cross Training Process Improvement