MELISSA SHONGO
Chattanooga
Summary
Professional with strong background in training and facilitation, adept at designing and delivering engaging educational programs. Focused on driving team collaboration and achieving results, with proven ability to adapt to changing needs. Skilled in instructional design, curriculum development, and effective communication, combined with passion for empowering others through knowledge and skills development. Known for reliability and fostering positive learning environments.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Insurance Agent
Exact Medicare
Chattanooga, TN
04.2025 - Current
- Instructed clients on policy options, coverage details, and enrollment procedures.
- Conducted regular follow-ups to ensure compliance and address client inquiries promptly.
- Analyzed market trends to identify new business opportunities and improve service offerings.
- Led training sessions for new agents, sharing best practices and industry insights.
- Provided mentorship to junior agents, fostering professional development and growth within the team.
- Drove ancillary sales growth by 20% across all teams through implementation of strategic sales training.
- Worked closely with eight team managers to optimize sales strategies and achieve division goals.
- Participated in ongoing professional development activities, staying current with industry trends and regulatory changes affecting insurance products and services.
- Cross-sold insurance products to existing clients to reach sales targets.
- Boosted sales team morale and performance by leading informative training sessions on new products and sales techniques.
Corporate Trainer
E-TELEQUOTE
Chattanooga, TN
06.2023 - 04.2025
- Led virtual training session for 30+ licensed Medicare agents, cultivating employee engagement and knowledge retention.
- Partnered with cross-functional teams to design training materials leveraging creative and AI-driven approaches.
- Fostered a culture of accountability and collaboration, driving a 90% retention rate and promoting 18 associates in three years through career development coaching.
- Developed a consolidated training program that decreased training duration from 3 days to 3 hours and generated a 20% increase in sales.
- Recognized as the #1 Trainer for 2024 based on retention and graduation rates.
- Achieved 85% retention rate and maintained a graduation rate of 66%, exceeding company benchmarks.
- Revitalized the lowest-performing team in the company, leveraging trust, empowerment, and accountability to transform performance in three weeks, leading to several agents exceeding goals.
- Collaborated with management to align training objectives with organizational goals and performance metrics.
Licensed Medicare Sales Agent – Hybrid
E-TELEQUOTE
Chattanooga, TN
08.2019 - 06.2023
- Consistently achieved a 24% conversion rate with an average quality score of 93% while maintaining an 87-94% pay through rate.
- Conducted comprehensive needs assessments to match clients with tailored Medicare plans.
- Primerica-Certified Sales Agent: Achieved top-tier performance during multiple Annual Enrollment Periods (AEPs), exceeding sales targets by 35% through consultative selling and client education.
- Medicare Supplement Authority: Recognized as a go-to resource for complex cases,
- Educated clients on Medicare options and benefits, enhancing understanding of healthcare choices.
Licensed Health Advisor
USHEALTH ADVISORS
St. Petersburg, FL
02.2019 - 08.2019
- Consistently ranked among top 10 performers to enhance sales and strengthen client relationships.
- Utilized screen-sharing technology to effectively present tailored solutions that addressed specific customer needs.
Supervisor, Imperial Oil
WIPRO
Tampa, FL
08.2018 - 02.2019
- Supervised a team of 25 agents across North America, ensuring compliance and performance excellence.
- Led PCI compliance implementation for new project launch, training 100% of agents on updated protocols with zero compliance violations.
- Developed standard operating procedure manual using Word/SharePoint, reducing new hire ramp-up time by 30%.
- Generated and audited 6 weekly fraud prevention reports, reducing fraudulent claims by 15% through targeted coaching.
Supervisor, Care Management Support
HUMANA AT HOME
St. Petersburg, FL
02.2013 - 10.2017
- Led a team of 18–34 associates, overseeing training, scheduling, and compliance with HIPAA regulations.
- Improved member retention to 85% through coaching on call quality and reduced member decline rate from 9.9 to 4.2 by leveraging data-driven strategies.
- Implemented process improvements, increasing inbound referrals by 20%.
Education
Diversity Leadership Certification - Organizational Leadership
University of South Florida
Tampa, FL03-2018
5G Leadership - Organizational Leadership
University of South Florida
Tampa, FL02-2018
Elite People Management Certification - Organizational Leadership
University of South Florida
Tampa, FL01-2018
Skills
- Class Facilitation
- Curriculum Design
- Team Building & Leading
- Policies & Procedures
- Sales Improvement & Processes
- KPI tracking
- Organizational development
- Learning management systems
- Team development strategies
- Training program development
- Goals and performance
- Relationship building
Certification
- 2-15 Series License - Florida Health and Life Insurance 2022
Timeline
Insurance Agent
Exact Medicare
04.2025 - Current
Corporate Trainer
E-TELEQUOTE
06.2023 - 04.2025
Licensed Medicare Sales Agent – Hybrid
E-TELEQUOTE
08.2019 - 06.2023
Licensed Health Advisor
USHEALTH ADVISORS
02.2019 - 08.2019
Supervisor, Imperial Oil
WIPRO
08.2018 - 02.2019
Supervisor, Care Management Support
HUMANA AT HOME
02.2013 - 10.2017
Diversity Leadership Certification - Organizational Leadership
University of South Florida
5G Leadership - Organizational Leadership
University of South Florida
Elite People Management Certification - Organizational Leadership
University of South Florida