Jackie Hatfield Email & Phone Number

Sarah Ann, Wv

Salt Lake County, Utah, United States

Operations director for various cXp clients (Insurance Carriers) and part of the Sr. Leadership team that manages a portfolio of 80+ Million, with 6 contact center locations, and oversight of 1700+ employees. • Direct, coach, develop, and mentor contact center leadership teams (75+ leaders) and provide oversight of supervisor development and performance while leading direct reports in line with business succession planning, company, and client policies. • Develop revenue maximizing and operations improvement plans and processes for sales, customer service, and leadership teams to meet client metrics and SOW required outcomes. • Created and lead a group of contact center agents taking inbound calls for Sales/Scheduling & Reminders/Customer Service/Welcome/Retention/Collection/Stars & Hedis Health Assessments. • Strategic consultant within the organization and among our clients to help create sales and customer service solutions, and strategies to improve service and sales metrics, exceeding client expectations.

Jacksonville, Florida Area

Direct, develop and execute sales initiatives, tactics and metrics leading cross functional teams (registered nurses, sales, customer service, marketing) of up to 26 employees to achieve business objectives Lead a team through motivation and empowerment in order for employees to exceed individual goals and overall team performance. • Leadership of a $70+ million dollar top performing retail center earning $44.46 revenue to expense ratio with the highest member retention rate of 77% across the retail chain while maintaining a positive membership growth rate averaging 15% YOY. The center provided a net contribution of $9M in 2019 to Florida Blue.• Lead successful company wide initiatives such as GWIA, SR inventory management, Hunt Team, Leadership Development, DTP’s and reporting.• Created and lead a group of call center agents taking inbound calls for Sales, Service, and Care teams. • Closed retail center gaps statewide by hosting peer to peer calls for both Sales Agents and Assistant Manager Teams.• Developed specialized sales training to increase efficiency statewide along with self coaching/training tools.• Developed external community engagements and business development initiatives within the local community promoting overall health and wellness.• Top producing agent of 2014 exceeding goal by 237% being the top insurance agent in the state and awarded Presidents Council (Advising CEO of retail chain evolution) member for 2014.• Achieved 175% of goal for 2015 earning 2nd place in the state of Florida.• Finished at 100% of the 2016 goal YTD when transferring into a leadership role within the company.

Tampa/St. Petersburg, Florida Area

Created a cross functional sales and customer service call center for Cigna within an Insurance brokerage and successfully launched a second department for American General Life Insurance. • Created a strong sales team with 40+ Million in annual billable premium, 80+ employees in two call center locations within 24 months. • Led all day to day operations for the Cigna and American General call centers which include coaching and mentoring managers, insurance agents, and customer service representatives. • Manage and forecasted annual goals and budgets for each program while collaborating with various departments internally and externally to meet company expectations and goals set. • Re-fined business processes to ensure application, reporting and call flow with department initiatives allowing proper lead flow, tracking, analyzing and reporting to help increase ROI, and productivity at the highest efficiency. • Develop & trained highly successful curriculums for insurance sales, customer service, management, quality guidelines, and reporting functions.

Roanoke, Virginia Area

Responsible for selling Medicare Supplemental products for the states of CT, GA, ME, NH, NY and VA. Provided and assisted with expert knowledge (SME) for the team in Insurance & Medicare (CMS) Regulations. Liaison between Sales and IT departments for Computer Telephony Interface (CTI), and third-party system designers.• Presented with Top 2009 & 2010 Annual Producer award and President’s Council Member exceeding goals over 200%• Consulted and help implement the OnePoint (Siebel) CRM becoming a SME for the CRM implementation increasing the nationwide Medicare sales department efficiency 63%.• Decreased average call time by 12% for the nationwide Medicare sales departments saving the company millions of dollars in yearly productivity.

Masters Of Business Administration, Organizational Leadership, 3.93 Gpa

Activities and Societies: Who's Who Among Students in Colleges and Universities

Bachelor Of Business Administration, Business Management

Associate Of Science (As), Computer Technology/Computer Systems Technology