Alzada Moze'E Email & Phone Number

In addition to all previous duties:Building Business Partnerships Process ImprovementsDeveloping and Empowering TalentMentor

Charlotte Metro

Proficiently lead a floor of 30-75 Member Services agents, who are handling inbound/outbound inquiries to effectively service, retain and sell health insurance plans and products via phone to customers.• Manage and coach MS team managers in order to drive improvements across the MS floor• Track, understand, and be held accountable to various program metrics and overall team production, translate understanding of unit goals into proper incentives and motivation to drive behavior necessary to meet and exceed these targets• Understand and influence GoHealth’s product offerings, including Major Medical, Medicare Advantage, Medicare Supplement, Prescription Drug Plans and other ancillary health products• Onboard and coach team members on ongoing basis to improve Member Services metrics• Improve overall agent ability to guide consumers through inquiries, complaints/escalation and the health insurance policy selection and application process• Serve as subject matter expert for health insurance inquires, retention and application process• Understand GoHealth’s compliance and regulatory needs, in order to drive compliant team member behavior• Drive overall desired culture and behavior within program• Drive continuous process improvement throughout the Member Services floor, raising suggestions and/or pain points to Corporate management

Charlotte, North Carolina

Effectively manage Licensed Medicare Agents in the following areas:Lead a team of 10-20 Member Service agents with inbound/outbound benefit inquiries and retention efforts to effectively assist customers with navigating their plans, push effectuation rates, and to continue to retain members and our BoBTrack, understand, and accountable to various team metrics such as effectuation rates, overall team production, and more; drive behavior necessary to meet and exceed these targetsDrive continuous improvement throughout the Member Services sales floor, raising improvement suggestions and/or pain points to program managementListen to calls and coach agents on a daily, weekly, and monthly basis while looking at key items such as phone presentation, servicing techniques, and retention efforts Onboard and coach team members on ongoing basis to improve effectuation and recovery production metricsDrive overall desired culture and behavior within teamPerformance Review- Formally reviewed both weekly and monthly

Charlotte Nc

Leader of a team of 45 Licensed Health and Life Insurance Sales Agents servicing the nation’s most complete online and telephonic health insurance portal to 125 insurance companies.Developing a high-performing sales and management team in a hands-on, start-up environment. Directly manage key account relationships with major corporate clients, working with senior decision-makers on product selection and performance improvements. Production continues to exceed Key Performance Indicators through skillful analysis and interpretation of call data, allowing for fine calibration of Agent coaching efforts.Selected Contributions:Demonstrating excellent presentation skills for new hire adult learners and on-boarding.Queue Management constantly monitored, which helps to maintain adherence and Service Level Agreements and decreasing fees and expenses.Exceeded Operational Excellence goal of 20% exceeded through performance coaching based on reporting tools and product knowledge to identify areas for improvement and the sales strategies to effect the change. Facilitating on-going training of tenured agents.Assisting client with developing, implementing, and updating training materials.Implemented process that produced an exceptional rate averaging 35% passing agents on an average of 2 months before appointments to campaigns during on-boarding for annual enrollment, coordination of classroom training, material development, and assessment testing.#1 rated Tier 2 Sales Manager

Charlotte, North Carolina Area

Managed 60 existing and new clients under ACA regulations and annual reporting data in partnering with ADP, LLCWorking independently in developing and maintaining effective, proactive relationships and communications with clients and ADP departments/associates to contribute to a successful overall client experience. Created ongoing relationships with customers based on trust, excellent customer support and quick resolution of any problems. Managed implementations for specific/specialized product(s) by working with the client to implement solutions that directly impact the entire client organization.Selected Contributions:Creates complex custom reports.Undertakes special projects related to implementation and compliance.Consults with Client to develop customized training to meet Client needs.Mentors, coaching, training and providing technical support to less experienced implementation consultants.Demonstrates project management skills and strategic communication skills.

Charlotte, North Carolina Area

Vice President (2006-2015)Servant Leader of international organization committed to teaching life skills and mentoring.Introduced modern management science and techniques to the operations of a faith-based outreach organization. Set ambitious growth goals and utilized strategic marketing campaigns to accomplish them. Built strong consultative relationships with stakeholders while ensuring the excellence of Love’s programs through rigorous evaluation of results, close financial oversight, aggressive fundraising, cutting-edge technical support, and creative use of communication media.Selected Contributions:Increased by 25% the number of adults and youth being mentored.Newly introduced business techniques allow for greater, controlled scaling of organization’s operations.Introduced process improvement for cost saving methods through delegating cross training skills for payroll.

Benefits Consultant/On Floor Supervisor (2009-2015)Orchestrated member of Annual Enrollment, Onboarding, and TNA (Training Needs Analysis)forAON/Hewitt, the leading provider of risk management services, insurance and reinsurance brokerage and human capital and management consultant, with an employee base of 59,000 people in more than 120 countries.Researched, suggested, and implemented process improvements after accessing trends from repeat callers and escalated supervisor calls in tracking data analysis which resulted in new protocol for procedures. Slashed payroll/benefits administrations costs by decreasing penalties and informal leadership in call center operations such as queue management, by making decisions to decrease employees when needed in order to maintain business continuity, and control service level agreements with clients.Selected Conributions:Quantified and increased employee rankings after recognizing areas to provide coaching and feedback to peers and contractors, and call calibrations were used to gage areas where annual and ongoing client specific training for health, 401k, and pension were conducted.Improved service level agreements as a result of increased employee rankings which helped to develop relationships with new clients and maintain client retention as the frontline department.Resolved issues and concerns by partnering with 3rd parties in obtaining and confirming participant information.

Master’S Degree, Organizational Mgmt/ Human Resource, 3.45 Gpa

US ARMY Honorable Discharge Army Commendation Medal (ARCOM) Overseas Medal

Bachelor'S Degree, Sociology, 3.86

Activities and Societies: Graduated Magna Cum Laude, Deans’ List, and Member of Alpha Lambda Sigh Honor Society