April Cefalu
Picayune
Summary
Reliable Customer Service Representative with extensive track record in demanding sales and account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
Overview
9
9
years of professional experience
2001
2001
years of post-secondary education
Work History
Medicare Sales Agent
Capitol Bridge
Bogalusa
08.2024 - 03.2026
- Educated clients about Medicare plans and options.
- Assisted clients in completing enrollment applications accurately.
- Conducted presentations to explain Medicare benefits and services.
- Developed strong relationships with clients to ensure satisfaction.
- Collaborated with team members to improve sales strategies and processes.
- Resolved client inquiries regarding coverage and claims efficiently.
- Maintained up-to-date knowledge of Medicare regulations and updates.
- Provided ongoing support to clients throughout the enrollment process.
- Followed up with clients regularly to ensure satisfaction and address any issues.
- Maintained accurate records of sales activities and customer interactions.
- Generated leads through cold calling prospective clients for Medicare services.
- Identified additional products and services in line with existing clients' benefit objectives to increase revenue.
- Explained coverage options to potential policyholders, answering questions or concerns.
- Calculated premiums and established payment methods, receiving customer payments and issuing receipts.
Sales Representative/Appointment Setter
Sunpro Solar
Covington
01.2023 - 08.2024
- Developed strong relationships with potential customers through effective communication.
- Conducted presentations to educate clients about solar energy solutions.
- Assisted in creating customized solar proposals for residential projects.
- Collaborated with installation teams to ensure customer satisfaction and quality service.
- Provided ongoing support to clients during and after the installation process.
- Managed customer inquiries and resolved issues promptly and professionally.
- Maintained knowledge of industry trends and competitive products for informed selling.
- Participated in training sessions to enhance product knowledge and sales techniques.
- Developed and maintained relationships with existing clients to ensure customer satisfaction.
- Reviewed monthly performance against targets set by management team.
- Researched competitors' products, prices, and sales techniques.
- Identified opportunities for cross-selling additional products and services.
- Managed inventory levels by ordering sufficient stock for each account.
- Set up meetings with potential clients and listened to their wishes and concerns.
Medicare Customer Service Representative
Maximus Federal Services
Bogalusa
01.2017 - 11.2022
- Assisted clients with Medicare inquiries and resolved issues promptly.
- Educated beneficiaries about enrollment options and coverage details.
- Handled complex case escalations while maintaining customer satisfaction.
- Utilized CRM systems to track interactions and manage follow-ups efficiently.
- Collaborated with team members to improve service delivery processes.
- Provided training and guidance to new hires on company policies.
- Developed instructional materials for common customer questions and concerns.
- Analyzed feedback to enhance support strategies and improve client experience.
- Participated in team meetings to discuss best practices for responding to customer inquiries.
- Provided guidance and support to customers regarding billing issues and payment plans.
- Provided technical assistance when necessary by troubleshooting any problems with online accounts or applications.
- Followed up with customers via telephone or email to ensure that their needs were met.
- Monitored changes in regulations affecting Medicare services provided.
Education
Picayune Memorial High School
Bachelor of Science -
Northshore Community College
Bogalusa, LouisianaSkills
- Speaking clearly and confidently
- Friendly, professional tone
- Active listening (not just talking, but understanding)
- Comfortable making outbound calls
- Handling objections (like “I’m busy” or “not interested”)
- Persuasion without being pushy
- Keeping conversations short but effective
- Scheduling appointments correctly
- Managing calendars and avoiding conflicts
- Following up with leads on time
- Being patient and respectful
- Staying calm with rude or uninterested people
- Building quick trust with strangers
- Staying positive even with rejection
- Hitting daily call or booking goals
- Self-discipline (especially if remote)
- Many callers are seniors, so patience is very important
- Showing kindness and understanding
- Not rushing people, even if calls take longer
- Using multiple systems at once (CRM, insurance platforms)
- Typing notes while talking
- Navigating customer accounts quickly
- Managing high call volumes
- Staying professional even with upset customers
- Following scripts while still sounding natural
Timeline
Medicare Sales Agent
Capitol Bridge
08.2024 - 03.2026
Sales Representative/Appointment Setter
Sunpro Solar
01.2023 - 08.2024
Medicare Customer Service Representative
Maximus Federal Services
01.2017 - 11.2022
Picayune Memorial High School
Bachelor of Science -
Northshore Community College