· Provide leadership and coaching to team members to exceed operational goals. Collaborate with peers to identify and facilitate process improvement ideas creating operational efficiencies and cost savings.· Continuously look for opportunities to improve performance, culture and drive teamwork and collaboration.· Accountable for maintaining and managing BPO and Vendor relations. Serve as a liaison with data analytics for staffing models and overall responsibility for Enrollment… Show more · Provide leadership and coaching to team members to exceed operational goals. Collaborate with peers to identify and facilitate process improvement ideas creating operational efficiencies and cost savings.· Continuously look for opportunities to improve performance, culture and drive teamwork and collaboration.· Accountable for maintaining and managing BPO and Vendor relations. Serve as a liaison with data analytics for staffing models and overall responsibility for Enrollment Operational Performance Guarantees.· Key participant in several cross functional initiatives including work from home strategy post-Covid, BPO optimization, RFP/OPG and New Group onboarding and current Wellmark projects including Frontier Implementation and WHPI Modernization. Show less

Led, developed and motivated a team of 10 Telesales Managers, responsible for 150 sales consultants. Accountable for monthly objective of $1.5 million in sales revenue and $30 revenue per call, while maintaining cost per call under $10. Forecasted call volume. Effectively interacted with CWA union members and handled grievances within the center. Responsible for data analysis, performance management, training and expense planning. Implemented cost reduction initiatives, center sales… Show more Led, developed and motivated a team of 10 Telesales Managers, responsible for 150 sales consultants. Accountable for monthly objective of $1.5 million in sales revenue and $30 revenue per call, while maintaining cost per call under $10. Forecasted call volume. Effectively interacted with CWA union members and handled grievances within the center. Responsible for data analysis, performance management, training and expense planning. Implemented cost reduction initiatives, center sales initiatives, created and maintained various revenue reports. Show less

Center lead for Sales Commissions, Corporate Compliance violations, talent management, budgets and revenue reporting. Assisted with new hires and implementing hiring strategies. Lead for EEO, Attendance, Unemployment and FMLA issues. Provided consultation and guidance throughout the organization and facilitated the development of Individual Development Plans. Trained and consulted with employees on sales guidelines and commission structure.

Responsible for 24+ Sales and Service consultants, exceeded monthly sales objectives of over $250,000 monthly, handled customer escalations, conducted structured behavior interviews for new hires. Achieved President's Club all 3 years for team results, based on top 3% of the company for results.