Lisa Pointer-Jobe Email & Phone Number

Miramar, Fl, Us

Manages domestic and international contact centers performing several core functions, including after-hours support, crisis resolution / escalation, and customer experience / grievances. Concurrently manages separate teams overseeing quality review, training, workforce management, and vendor management.

Mclean, Virginia, Us

Led inbound & outbound COVID-19 resource call center at the height of the pandemic.Managed $10m budget and 260+ staff accross multiple functionsRecognized by DC Health for contributions during the height of the COVID-19 pandemicImplemented data-driven team performance evaluations to identify strengths and opportunities for growth, driving greater success and customer satisfaction, through scorecards, dashboards, quality reviews and internal audits.

Woonsocket, Ri, Us

Multi-site leader of diverse and highly regulated Medicare lines of business. Locations: Nashville, TN - Medicare HeadquartersSan Antonio, TXChandler, AZScotsdale, AZTempe, AZSolon, OHHonolulu, HISpan of responsibility 1,300+ at Medicare Enrollment seasonal peak. Extensive TravelMedicare Stars DirectorBrought CVS's Silverscript plan from 2.5 Stars to a sustained 4-Stars rating through proactive internal auditing.Oversaw sensitive key client accounts, including Aetna (4-Star) and New England Joint Enterprises (5-Star) plans.Implemented programs to ensure workforce planning and capacity during peak call volume, inclement weather and unexpected outages or shifts in service levels.Developed and managed Business Continuity Plan (BCP) Teams of Responsibility:Call Center (Inbound / Outbound)EscalationVendor Management Workforce ManagementCMS Complaints & Grievances Quality Monitoring TrainingMedicare Annual Enrollment Period (AEP), Open Enrollment Period (OEP) & Special Enrollment Period (SEP)

Santa Ana, Ca, Us

Key member of the Online Executive Leadership team.Span of control 330-345 Admissions FTE, span of influence is 800 – 850 FTE across cross functional teams.My style of leadership it to operate with a sense of urgency with a passion for flawless execution.Heavy emphasis on prospecting, meeting and exceeding KPIs through keen understanding of conversion, historical and forecasted data. Develop and deliver targeted presentations for specific audiences desiring to glean deeper insights the overall Online sales value stream, all KPIs, services, and technology support services in general. Key Sales leader with strategic responsibility to identify any choke points, scope the impact and propose solutions to remove barriers. An above average understanding of the value proposition associated with various functional groups across the multiple Service Centers.

Armonk, New York, Ny, Us

IBM Global Services merger - AT&T Global ServicesExperience selling managed services, Help Desk and professional services9 years+ experience presenting and selling to senior level executives of large companiesHeavy emphasis on prospecting and territory building experienceSuccessful history in achieving significant revenue growth in a technology-oriented environment. Proven track record of Channel/partner selling experience. Knowledgeable of market and industry trends, competitors, and leading customer strategies.Experience with contract negotiations.Extensive accomplishments of awards and recognition Extensive Travel - Domestic and International

Ba, Speech Communications / Minor - Marketing / Management

Certificate, Strategic Healthcare Leadership

Certificate, Healthcare Management

Certificate, Salesforce Administration Career

Certificate, Development Consulting & Change Leadership

Certificate, Data-Driven Decision Making