Vice President of Business Development

• Jan 2023 - Present

Vice President Operations

• Sep 2019 - Jun 2022

During my role as Vice President of Operations, I have developed and executed portfolio growth strategies as well as forecasted revenue growth with executive and finance teams. It was one of my main responsibilities to determine the cost and propose pricing models for new and existing clients by introducing innovative solutions and revamping existing policies/procedures. It is worth mentioning that I analyzed industry trends and market insights, identified growth opportunities, and deployed new technologies aimed at ensuring the delivery of top-notch client service. I was responsible for managing the overall aspect of organization sales/RFPs for new and existing client opportunities, including negotiations. My Key Contributions for this role: • Increased revenue from $48M to $60M+ as well as increased profitability by 10%+ (From 5% to 15%) through client management, workforce management, quality assurance, as well as facilities and asset management. • Contributed to driving competitive growth for future development of Medicare and insurance industry contact/call center operations by engaging with top leadership and suggesting necessary amendments. • Delivered effective guidance and direction to 80%+ (~3000 agents), optimizing service delivery and performance that ultimately resulting in achieving sustainable profitable growth year-over-year. Show less

Vice President - Medicare Strategy & Solutions

• Jul 2017 - Sep 2019

During my role as Vice President Medicare Strategy & Solutions, I have created robust solutions for smaller client populations, supporting the retiree business segment while maintaining consistent coordination with the technology team. It is worth mentioning that I have communicated strategy and delivered expertise for future development of Retiree/Medicare business segment growth with technology and contact/call center operations. My Key Contributions for this role: • Managed $9M portfolio, starting with one client with $1.5 in revenue. • Expanded client base by (1 to 16 clients), including large public sector clients through industry contacts. • Acquired larger clients and developed teams and deployed innovative and cost-effective technology solutions that increased profitability. • Utilized top-notch communication skills to present at bswifts annual conference for retiree/medicare solutions and industry trends. Show less

General Manager

• Mar 2016 - Jul 2017

During my role as General Manager, I have managed the organization's largest client generating more than $40M in revenue by monitoring $55M portfolio as a member of the senior leadership team. My Key Contributions for this role: • Achieved workplace operational excellence and maximum customer satisfaction by delivering effective guidance and direction to 1,700 employees across six contact/call centers. • Increased revenue and profitability by working closely with client teams to bring on additional projects and improving metrics on existing projects. • Played key role in maximizing corporate financial growth by devising and executing operational improvement plans. • Improved customer service, improved KPI's and accelerated sales growth by designing and delivering effective training to team members. Show less

Sales Director - Aon Retiree Health Exchange

• Apr 2014 - Mar 2016

During my role as Sales Director, I have guided and directed teams to ensure long-term business success and promote the culture of continuous improvement. I have also consistently coordinated with leadership to influence future decision-making and anticipate needs and risks.My Key Contributions for this role:• Increased customer satisfaction ratings and enrollment goals by devising and executing new policies/procedures.• Empowered sales teams in receiving recognition as "Top Producing Team" across all locations year-over-year.• Optimized delivery process by identifying and deploying innovative and cost-effective technology solutions. Show less

Associate Site Leader

• Aug 2013 - Mar 2014

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Sales & Service Quality Operations Manager

• Aug 2012 - Aug 2013

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Sales & Service Center Manager

• Feb 2012 - Aug 2012

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Shift Manager/Service Leader

• Oct 2011 - Feb 2012

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Team Lead

• Jun 2011 - Oct 2011

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Benefits Advisor

• Sep 2010 - Jun 2011

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Sales Coordinator & Licensed Insurance Agent

• Oct 2008 - Apr 2010

Part of the Insurance Application Status for the Under 65 team. Responsibilities include updating reports with the application status, calling customer's to update them about requirements for the Underwriting process to be completed. Maintain various reports to track agent's performance, reports for clients, tracking customers' applications status. The reports are also used by Operations to track performance and by finance to reconcile commissions etc. I have partially managed a team of 15 marketing associates for a short term. In addition I have completed projects for the operations management. Have been selling health & Dental Insurance short term and long term to both the markets under 65 and Over 65 (Medicare & Medicaid) Was one of the top sales agents for the Medicare sales season. Reports and suggestions I have given to the company have been enforced and used with great results. Show less

Team Manager

• Nov 2006 - Dec 2007

Directly responsible for a team of 16 Technical Support associates. Responsible to generate Hourly & Weekly Reports for Internal Management and Client Management to measure metrics such as overall quality (XX%), customer satisfaction (XX%) and Average Handle Time (AHT) (XX). Motivated employees by enforcing action plans for below-average team members as well as creating an open environment to bring out best performance from other team members. Conducted Performance Appraisals semi-annually for team members. Appraisals were utilized by the management team to determine salary raises and promotions. Team achievement was significant Average Handling Time (AHT) reduction from 21.4 minutes to the target of 13.5 minutes for Verizon Online Consumer DSL Tech Support. Show less

Partner & Director

• Jul 2004 - Dec 2007

Managed production and operations of the Manufacturing facility, with a focus on hiring and conflict resolution of approximately 40 employees. Managed client relationships by meeting and interacting with clients on a regular basis. Focused on updating orders and soliciting feedback from clients regarding previous orders. Forecasted monthly production capacity in order to procure raw materials and schedule production to meet client demand. Have handles projects ranging from $15000 to $650000. Reported financial results such as Sales Revenue, Production Costs (i.e. Labor & Materials), and Profit. Negotiated with clients and successfully acquired contracts with companies such as Ford, Honda, Aegis/BPO Services Ltd, and Matchpia.org (Not-For-Profit Organization for National Marrow Donor Program) Show less

Team Leader

• Jan 2004 - Aug 2006

Directly responsible for a team of 23 customer service associates.As part of the client ramp up was assigned the role of Temp Trainer who was responsible to train approximately 150 people in December 2003 in the area of Customer Satisfaction and Sales.Responsible to generate and report program performance metrics to Internal Management and Client Program Managers such as sales per hour (SPH) (XX), quality (XX%), agent performance (XX%) and conversion of sales (XX%). Regular Client interaction responsibilities to obtain effective feedback to improve the quality of the team members.Responsible to conduct Yearly Performance Reviews for assigned team members to provide development feedback and determine action plans for improvement. Team provided customer service support for clients such as Econnergy Energy Company, Startec, Dish Network, Golf Pride, and Bell South AT&T. Show less

Associate

• Feb 2003 - Jan 2004

Experience in various support work streams such as Sales, Data Validation, Appointment Scheduling, and Collections.Supported various prestigious clients such as for clients such as AT&T and T-Mobile, New Century Mortgage, Hewlett Packard, and Econnergy Energy Was honored with the AEGIS Top Quality Award and Overall Top Performer for Sales in 2003. Promoted to Team Leader within a span of 10 months.