Natalie Shelton-Antley
Christiansburg
Summary
Hardworking relationship manager proficient at devising personalized solutions to meet all types of customer demands. Positive and upbeat team player and clear communicator with demonstrated success several years of experience.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Relationship Manager
Martin Wealth Solutions
Christiansburg
10.2024 - Current
- Cultivated strong client relationships to enhance customer satisfaction and retention.
- Managed client accounts, ensuring timely communication and issue resolution.
- Maintained accurate records of client interactions in CRM systems for tracking purposes.
- Managed daily operations including scheduling appointments, coordinating meetings and preparing agendas.
Sr. Telesales Agent
UnitedHealthcare
Roanoke
08.2021 - 10.2024
- Asked relevant leading questions to understand customer needs.
- Built immediate rapport with clients through friendly and engaging conversation.
- Followed prepared sales script to provide accurate information about products price, features, and benefits.
- Explained products and services and prices and answered questions from customers.
- Scheduled appointments for sales representatives to meet with prospective customers and for customers to attend sales presentations.
- Participated in the training delivery rotation where I obtained my training certification to train new hires.
- Traveled to our St. Louis and Columbus sites to train interns through the Early Careers program.
- Participated in the sales operations rotation where I worked on a variety of tasks on a day-to-day basis. Those tasks include call metric reporting for employer groups, adding meetings to employer group toolkits, and attending meetings regarding 2025 plans.
- Assisted with a project that leverages the use of AI for Direct-to-Consumer sales agents to be able to type in their questions and get an AI generated response from job aid verified answers.
- Engaged customers through effective communication and active listening techniques.
DSNP Navigator
UnitedHealthcare
Roanoke
02.2020 - 08.2021
- Assigned a panel of dual special needs plan members in the State of New York and was their customer service point of contact within the company.
- Participated in the Delivery Assistant/Principles of Effective Training program within the Learning Solutions department that allowed me to assist with new hire DSNP Navigation classes, whether that was through coaching trainees on their calls or in teaching training modules when needed.
- Participated in the first Telesales Gig program and supported Direct-to-consumer sales during 2021 AEP.
Customer Service Representative
UnitedHealthcare
Roanoke
11.2018 - 01.2020
- Greeted customers by name and displayed respectful attitude, helping develop rapport with customer base and build lasting relationships.
- Responded to telephone inquiries and complaints following standard operating procedures.
- Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints.
- Navigated multiple computer systems and applications and utilized search tools to find information.
Front Desk Associate
YMCA of Pulaski County
Pulaski
04.2018 - 11.2018
- Answering phone calls from member and taking messages when needed.
- Setting up new memberships and renewing current ones.
- Giving tours of the facility as requested.
- Performing light housekeeping duties.
- Processing cash, check, and card payments.
- Participating in local YMCA sponsored fundraising events.
Education
Bachelor of Science - Criminal Justice
Radford University
Radford, VA08.2018
Skills
- Effective Customer Communication
- Product and Service Knowledge
- Sales Expertise
- Customer Experience
- Predictive Dialers
- Answering Customer Questions
- Communication skills
- Customer relationship management
- Active listening
- Problem solving
- Team collaboration
- Time management
- Client relationships
- Client engagement
Certification
VA Life and Health Insurance License
Timeline
Relationship Manager
Martin Wealth Solutions
10.2024 - Current
Sr. Telesales Agent
UnitedHealthcare
08.2021 - 10.2024
DSNP Navigator
UnitedHealthcare
02.2020 - 08.2021
Customer Service Representative
UnitedHealthcare
11.2018 - 01.2020
Front Desk Associate
YMCA of Pulaski County
04.2018 - 11.2018
Bachelor of Science - Criminal Justice
Radford University
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