Lead team of 300 Internal / Vended associates responsible for educating members about the medical and personal benefit of participating in a clinical research study. Responsible for 15% annual increase in study enrollment through implementing new sales training and techniques, increasing collaboration with key stakeholders, and building a motivational/inspiring sales culture. Oversee $11M budget across several diverse lines of business (Vaccinations, Therapeutics, and Pediatrics). Foster strong partnership and collaboration between the enrollment, clinical sites, and marketing divisions to ensure that patients receive a cohesive clinical experience.  Exceeded monthly enrollment forecast by 24.2% (achieved 1,180 vs a goal of 950 enrollments) through developing effective skills training, enhanced patient scripting highlighting individual value propositions, innovative campaign structure, and ensuring goal/KPI alignment.  Lead all outbound sales call center operations, including creating improved processes/procedures, improving sales techniques, and training, and identifying new technologies to improve performance. Drive associate engagement and wellness activities / programs designed to improve associate’s health, engagement, and career advancement. Create strategic plans to ensure all financial and sponsor goals are achieved, partner with internal Technical Development to build and omni channel patient experience and build a more robust reporting suite to drive decisions and performance improvement.

Operations Director, Service and Sales Operations (2008 – 2022)•Lead team of 1.5K Internal / Vended associates responsible for educating members on individual value proposition and assist in moving prescriptions to Humana Pharmacy. Oversee $78M budget across several diverse lines of business. Directed member and prescription growth of Humana Pharmacy, including new business development, collaboration with key stakeholders, measurement / reporting, and cross selling initiatives. Lead all sales call center operations, including inbound / outbound calling campaigns, identifying new technologies to improve performance, and improving sales technique training. Improved customer self-service experience via IVR, Automated Dialing, SMS, Mobile Application and Email channels. Increased Net Promotor Scores from 29% to 73% through celebrating employee empowerment, acting upon customer and associate feedback, redesigning training programs, and coaching to first call resolution. Increased member refill self-service from 52% to 81% through simplified member tools, omni channel environment, incorporating member / associate feedback, and process improvements. Increased sales performance from 21K Enrollments in 2008 to 2.9M Enrollments in 2021, equating to 17.4M prescriptions, resulting in $331M pre-tax profit. Implemented and lead relationship and performance of multiple vendor partners and vendor locations, creating a healthy performance driven culture and cost savings. Achieved employee satisfaction score of 94% (above the 90th percentile) and employee attrition under 15% annualized, by fostering diversity of thought, encouraging a speak up mentality, ensuring understanding of how everyone can make a difference, and building a culture where every employee feels cared for and respected. Through this engagement, team’s culture was highlighted (Chapter 5 - Culture) in the book “Maximize Influence - How To Be The Influencer Not the Influenced” by Chase Kreger.

Vice President / Operations Manager, Outbound Telesales / Test and Learn (2006 – Present)•Managed two distinctive Customer Service Sales Units, Outbound Telesales and Test and Learn, consisting of 7 supervisors and 140 telephone advisers. Provided guidance, development, and strategic vision to ensure that all key metrics were achieved / exceeded. •Oversaw 35 tests, including 11 that resulted in Fee Based Products / Strategies that were rolled out to the Enterprise and generated over $70 million in new revenue for the firm.•Implemented a sales technique training program resulting in increased balance transfers acquisitions. Outbound Telesales achieved $1.2 Billion in balance transfer sales exceeding full year sales goals by $200 Million. •Built a motivated and energized sales floor by focusing on employee morale and environmental opportunities. Increased Employee Satisfaction from 79% to 91% and Customer Satisfaction from 81% to 87%.•Initiated a new recruiting / interviewing process to ensure that each candidate hired was an ideal candidate for the position. Improved Employee Retention from 43% to 61%.Vice President / Balance Consolidation Strategy Manager, National Sales (2004 – 2006)•Managed the Balance Consolidation Strategy and Communication for the entire Chase Cardmember Services business. Acted as a liaison between Marketing and the nine Customer Service sites regarding policies, procedures, and enhancement initiatives. •Initiated customer segment and supervisor sales training resulting in the Enterprise exceeding its full-year financial forecast by $1.7 Billion. Vice President / Operations Manager, Customer Relationship Group (2002 – 2004)•Managed a team of 7 officer level managers, 35 Supervisors and 500+ Service to Sales Customer Service Advisers. Provided guidance, development, and strategic vision to ensure that all key metrics were achieved / exceeded.