• Support and execute marketing campaigns with a focus on data targeting and channel strategies.• Optimize direct response campaigns through A/B testing, improved targeting, and process documentation.• Scope and implement thought leadership initiatives via direct response marketing campaigns and programs.• Manage projects from inception to completion, ensuring timely delivery.• Utilize segmentation and propensity models to enhance targeting and campaign results.

• Developed and maintained comprehensive forecast reports, accurately reflecting actual and projected call volumes, staffing levels, attrition rates, coverage gaps, and licensing renewals.• Created detailed metric reports for leadership, tracking key performance indicators for 89 telephonic nurses, including Average Handle Time (AHT), occupancy, calls per hour, call types, licensing renewals, and training schedules.• Designed regional schedules for nurses and nurse practitioners, tailored to market demands and based on credentials and licensing requirements.• Analyzed workforce processes and procedures, providing actionable recommendations for improvement.• Automated reporting processes, significantly reducing preparation time, increasing accuracy, and minimizing errors.

• Developed and managed standard operating procedures and training manuals for the administrative department using PowerPoint and Word.• Oversaw and optimized the workflow of over 250 underwriters.• Analyzed, designed, and implemented information systems to track commissions, production, availability, budget, and metrics using Excel, Tableau, and SQL.• Established a robust data and reporting infrastructure utilizing Queries and SQL.

• Reviewed risks and opportunities with Senior Leadership through detailed reporting, developing and executing improvement plans.• Conducted short and long-term planning for cases, staffing, attrition, budget, coverage, and conflict resolution using Access, Excel, Tableau, and SQL.• Coordinated, scheduled, and led daily executive meetings using Excel, PowerPoint, and Adobe Illustrator to discuss site production and projections.• Managed the creation, processing, storage, retrieval, analysis, design, and exchange of multiple sources of electronic data and information

• Analyzed daily adherence, call volume, average handle time, attrition, quality, complaints, and surveys for the team using Excel, ensuring data-driven decision-making.• Monitored and designed information systems to track scheduling, availability, budget, and metrics using Excel and Access databases, optimizing operational efficiency.• Managed payroll, conducted interviews, provided coaching, facilitated onboarding, delivered floor training, and conducted quarterly and annual reviews, write-ups, and terminations.• Led a team of 25 customer service advocates, fostering a collaborative and high-performance work environment.• Implemented performance improvement plans and strategies to enhance team productivity and service quality.• Coordinated with cross-functional teams to address operational challenges and streamline processes.