Oversaw Medicare Group sales strategies and managed a high-volume sales pipeline for MAPD, PDP, and Medicare Advantage products. Collaborated with executive leadership and cross-functional teams to implement innovative solutions, support over 300 employees, and drive market growth and operational excellence.𝐒𝐞𝐥𝐞𝐜𝐭𝐞𝐝 𝐂𝐨𝐧𝐭𝐫𝐢𝐛𝐮𝐭𝐢𝐨𝐧𝐬 𝐚𝐧𝐝 𝐊𝐞𝐲 𝐑𝐞𝐬𝐮𝐥𝐭𝐬 𝐢𝐧𝐜𝐥𝐮𝐝𝐞:◉ Setting and achieving Medicare Group sales goals by managing a robust sales pipeline of 35,000 Medicare Advantage policies during Annual Enrollment periods. Adapting strategies to navigate changing Medicare regulations, ensuring consistent market growth and revenue stability.◉ Streamlining sales processes in collaboration with the marketing team, resulting in a 3-5% increase in conversion rates. Enhancing customer retention by tracking lead performance, optimizing marketing spend, and eliminating underperforming campaigns.◉ Developing and implementing daily, weekly, and monthly reporting systems for four locations, enabling leadership to monitor agent and team performance effectively. Created monthly scorecards that facilitated bi-monthly feedback and accountability, driving operational efficiency and sales performance.◉ Partnering closely with Training, Marketing, and Compliance teams to improve lead quality, increasing conversion rates from 7% to over 10%. Enhancing sales performance by identifying and removing underperforming leads and reallocating marketing resources to high-performing campaigns.◉ Revamping attendance and performance policies in collaboration with HR and leadership, resulting in improved employee retention and increased accountability among a team of over 300 employees. Implementing policies that streamlined agent management and reduced turnover rates.

Led strategic initiatives and collaborated with COO and regional leaders to align call center operations with corporate goals. Implemented advanced technologies and developed policies to enhance patient care, operational efficiency, and team performance in a dynamic healthcare environment.𝐒𝐞𝐥𝐞𝐜𝐭𝐞𝐝 𝐂𝐨𝐧𝐭𝐫𝐢𝐛𝐮𝐭𝐢𝐨𝐧𝐬 𝐚𝐧𝐝 𝐊𝐞𝐲 𝐑𝐞𝐬𝐮𝐥𝐭𝐬 𝐢𝐧𝐜𝐥𝐮𝐝𝐞: ◉ Managing call center operations for 20 medical centers, improving first-call resolution and enabling office staff to focus on in-person patient care.◉ Implementing Sharpen CCaaS platform and Salesforce, enhancing call quality, reporting accuracy, and optimizing outbound marketing campaigns.◉ Negotiating contracts with Puerto Rico-based vendors, boosting outbound call campaigns and enabling rapid agent scaling, resulting in significant cost reductions.◉ Establishing a work-from-home team, increasing employee morale and reducing brick-and-mortar costs while maintaining high service levels.◉ Streamlining appointment scheduling by optimizing provider calendars, reducing call handling time, and enhancing patient satisfaction through improved IVR systems.

Spearheaded comprehensive call center, case processing, and dispatch operations for a national legal firm, managing a team of over 360 professionals. Collaborated with COO, attorneys, IT, and case staff to implement strategic initiatives, integrate advanced technologies, and develop operational policies that drove organizational growth and efficiency.𝐒𝐞𝐥𝐞𝐜𝐭𝐞𝐝 𝐂𝐨𝐧𝐭𝐫𝐢𝐛𝐮𝐭𝐢𝐨𝐧𝐬 𝐚𝐧𝐝 𝐊𝐞𝐲 𝐑𝐞𝐬𝐮𝐥𝐭𝐬 𝐢𝐧𝐜𝐥𝐮𝐝𝐞: ◉ Scaling call center operations from 300,000 to 2.5 million calls annually by adding a second site and integrating outsource partners, supporting national marketing campaigns.◉ Establishing a work-at-home team of 90+ intake and support staff, enabling expansion into new states and outsourcing Spanish calls to El Salvador, resulting in significant cost savings.◉ Implementing Nice inContact outbound dialer, increasing lead dialing capacity by 50% per day and reducing staffing costs. Deployed Salesforce to streamline case handling and decision call flows, enhancing efficiency.◉ Negotiating contracts with key vendors, LMS, and WFM systems, enhancing call center management and operational efficiency to support rapid scalability and increased call volumes. ◉ Developing and executing strategic plans and operational policies, collaborating with the COO, attorneys, IT, and case staff to drive organizational growth and ensure alignment with corporate goals.

Oversaw and held decision-making responsibility for a team of 300+ members, serving as the single point of accountability for a high-impact client program.𝐒𝐞𝐥𝐞𝐜𝐭𝐞𝐝 𝐂𝐨𝐧𝐭𝐫𝐢𝐛𝐮𝐭𝐢𝐨𝐧𝐬 𝐚𝐧𝐝 𝐊𝐞𝐲 𝐑𝐞𝐬𝐮𝐥𝐭𝐬 𝐢𝐧𝐜𝐥𝐮𝐝𝐞: ◉ Elevating customer satisfaction scores by implementing advanced conflict resolution and problem-solving strategies, ensuring client retention and loyalty.◉ Building and mentoring a highly efficient administrative team by providing continuous coaching and fostering professional development opportunities, enhancing overall team performance.◉ Delivering client projects on time and within budget by employing effective project management methodologies, ensuring alignment with organizational goals and client expectations.