Sonya Navarre

Handle inbound calls to match callers with appropriate health plans, consistently meeting or exceeding monthly sales and retention goals while maintaining accurate CRM records for follow-up.

Supported members and providers via phone, email, and secure messaging on benefits, claims, authorizations, and provider verifications, creating and following up on cases and escalations.

Handled inbound calls using needs-analysis to sell health insurance plans, meeting and exceeding monthly sales targets through consultative techniques and plan recommendations.

Educated members on Express Scripts pharmacy coverage and prescription claims, processed refills and payments, and documented interactions in the records system to resolve member issues.

Managed administrative operations including certification compliance, licensing, and payroll for drivers, ensuring regulatory adherence and operational continuity.

Supervised an 8-person team, monitored calls and chats for quality assurance, and drove daily revenue goals through coaching and incentive programs to improve customer satisfaction.

Handled inbound cancellation calls and re-educated members on product value, achieving retention goals through persuasive communication and feature demonstration.

Performed outbound sales to practice managers and doctors, driving new revenue by consulting on cloud-based medical billing technology and service offerings.

Advised customers on online product and service strategies to improve web presence, meeting or exceeding sales goals through consultative recommendations and technical guidance.

Drove partner sales and Adobe product promotions, organizing incentive programs that achieved 113% of plan and managed maintenance renewals with a 98% close rate.

Completed coursework in Business Administration and Management.