Vice President of Sales

• Sep 2023 - Present

Director - Direct to Consumer Sales and Operations at Centene Corporation

• Apr 2021 - Jun 2023

Responsible for developing and cultivating strategies, relationships, systems, processes, and cultures to drive sales in domestic and offshore locations for MA, PDP, and under 65-Exchange. Led Sales Execution Teams (Captive, Vendors, Affiliated Brokers), Operations (Telecom, CRM & Info Systems, Onboarding, Training, Workforce Management, QA). ➤ The scale of business is $50M annually, during peak is 1,000+ agents/representatives, 50+ management, ~20 Operational Staff.➤ Since joining Centene my channel has increased sales performance each year starting at 6% call to sale (6% of calls result in a sale): 2019 (+3%), 2020 (+3.9%), 2021 (held performance, 2X enrollment volume), 2022 (+1.58%), with 2023 in the 30% range. ➤ I re-organized DTC Operations to improve capabilities, employee engagement, create efficiency, support scale, and improve employee experience.➤ Improved employee engagement by 22 points (0 to 100 scale) by creating ownership of functions, progression paths, specialization, increased visibility and understanding, and implement a “can do” culture. ➤Removed waste and inefficiency by consolidating systems, saving $2.4M.➤Created Ops and Execution reviews with measurable KPI’s, with owner reporting.➤Overhauled SalesForce to support funnel metrics.➤Implemented a 3-tiered call handling process to efficiently filter sales opportunities and save 35% licensed agents resources, meeting all KPI’s.➤Optimized Lead Management by 35% and drove 1,000+ additional sales monthly.➤Overhauled the sales process from transactional to conversational style, improved training and cut AHT by 6 minutes ($14M per annum).➤Quartile-d the team to support calls arriving at the highest performing agents, averaging 136% to goal throughout 2022.➤Deployed a variant vendor management technique that improved both businesses and partnered to a much greater degree driving BPO performance.➤Developed several affiliated broker partners and had them overperforming at month 1. Show less

Senior Manager - Direct to Consumer - Medicare Advantage & Standalone Prescription Drug Plan Growth

• Jul 2019 - Apr 2021

Responsible for developing and cultivating strategies, relationships, systems, processes, and cultures to drive sales in domestic and offshore locations for Medicare Advantage and Prescription Drug Plans.➤ The scale of the BPO business is $30M annually, during peak is 1,000+ agents/representatives, 3 Vendor Managers, ~20 Operational Staff.➤ From 2019 through 2023 the vendor channel has led sales performance over the captive channels through excellence in vendor management, project and program management, and employee engagement.➤My MA vendor channel has increased sales performance each year starting at 6% call to sale (6% of calls result in a sale): 2019 (+3%), 2020 (+3.9%), 2021 (held performance, 2X enrollment volume), 2022 (+1.58%), with 2023 in the 30% range. ➤MA sites averaged 136% to goal in 2022, PDP sites exceeded all enrollment and retention targets on a yearly basis➤Deployed a variant vendor management technique for both MA & PDP that improved both businesses and partnered to a much greater degree driving BPO performance.➤The PDP Channel (Offshore) were initially assessed with gaps in systems, process, and training so we went to apply “transformational change”. ➤We developed updated systems, processes, and training, defined new KPI’s to manage the health of the business, and created and implemented weekly call and business reviews to ensure consistent identification of successes and opportunities➤Overhauled the sales process driving down AHT.➤Over these years, I have successfully managed the PDP business through several product changes - meeting and exceeding all KPI’s for sales and retention with a business that is price-point sensitive causing massive swings in call volume.➤ Improved the CMS Secret Shop Program from 2.5 to 5 Stars for both MA & PDP.➤We have successfully managed to all KPI’s and CMS requirements while significantly improving sales performance and the employee and consumer experience for both MA & PDP resulting in promotion. Show less

Director Medicare Telesales

• 2012 - May 2019

Recruited to turn around Amerigroup's Tampa call center prior to its acquisition and merger with WellPoint/Anthem. Lead cross-functional team of 23 professionals in production of Medicare Advantage and DSNP, lead generation, and sales operations. Define, train, and implement selling strategies for direct and indirect channels. ➤Drove cultural shift and execution of sales strategy redirection from lead generation to direct sales; realized 42% increase in close ratio. ➤Designed and instituted mandatory sales training program; drove indirect sales appointments 400% with 50% increase in close ratio. ➤Collaborated with WellPoint leaders post-merger to introduce and educate DSNP product lines and develop plan design. ➤Led integration of Simply Healthcare; launched first dedicated telesales team for organization. ➤Designed automated system for DSNP validation tool and process; fueled massive close and conversion rates an additional 2,000+ sales per month. ➤Define, design, and implement DSNP retention activities equating to a net savings of 3.6 million in revenue with no increase in staffing Show less

Marketing Operations Program Senior Manager (2009-2012) Telesales Program Manager (2007-2009)

• 2006 - 2012

Achieved multiple promotions in recognition of sales performance and strong business acumen. Appointed to lead sales operations team. Defined, designed, and developed systems, tools, and process enhancements to manage sales activities across national enterprise. Developed training, procedural guidelines, and benchmarking materials. ➤Resolved unauthorized solicitation component of Centers for Medicare and Medicaid Services (CMS) sanctions. ➤Created and executed “Model Office” project, an enterprise-wide sales operations resolution. ➤Established SharePoint site to manage and maintain sales and marketing policies and procedures. ➤Grew tele-services program from 30 to 100+ referring brokers while mitigating compliance and compensation audit risks as tele-services program manager. ➤Outperformed average salesperson by 200% each month as individual contributor. Additional role included Individual Contributor, 2006-2007. Show less