Experience

JEA

• United States
• Utilities
• 700 & Above Employee

• Manager Customer Contacts

  • Jul 2022 - Present



GuideWell Connect

• United States
• Advertising Services
• 1 - 100 Employee

• Sr Manager / Consultant - Telephonic Sales and Operations

  • Jun 2015 - May 2022

  Responsible for drafting and implementing a strategic plan of GuideWellConnect’s Telesales operation to include insourcing, facilities,onboarding and staff augmentation through outside vendors.Drove the logistics and set up of more than 30 training classes across 7locations and implementation of virtual training; this consisted ofstarting classes when needed for go live dates and assigning trainers.Developed process improvement financial models and analysisrelated new rate structures and mix staffing strategies.Created the strategy to recruit and deploy 1000 new resources tosupport 5 clients with 12 different segment lines to deliver on growthgoalsDrafted and implemented a strategic plan to deploy more than 400resources to work remotely.Fostered collaboration across departments to onboard 1500 agents.Partnered with the sales managers and Work Force Management toimprove client expectations by outlining what is needed for asuccessful client/product performance implementation.



Florida Blue

• United States
• Insurance
• 700 & Above Employee

• Director of Shared Services - TeleDirect Sales

  • Apr 2014 - May 2015

  Responsible for the design and implementation of shared servicesstrategy, operation, and capabilities in a Telesales environment.Implemented call center dashboards to enhance operationalefficiency and delivery of service, quality assurance and salesperformance to align to goals and budget.Led collaborative processes with other departments to provideprocedural, consultative, telephonic and technological support to callcenters.Developed and managed the service delivery strategies for vendormanagement and ensured service level agreements and issueresolution for services delivered by vendors were achieved.Increased telecommunications workforce effectiveness by reducing50% of telephonic skills and improve call processing.Implemented multi-tenant lead management operations inSalesforce.com from 1 to 5 clients.Managed and directed all aspects of service center operations andinternal/external customer needs to meet established standards.

• Consumer Sales Web Chat / Telesales Manager

  • Jun 2005 - Mar 2014

  Responsible for coaching, sales performance management and careerdevelopment of TeleSales teams.Managed day to day activities to include sales submissions to align tomonthly metrics.Directed and mentored call center agents to exceed sales goals,Customer satisfaction scores, meeting average speed of answer(ASA) metrics and aligning to first contact resolution goals.Created sales management development plans to coach agents inachieving and exceeding sales performance metrics.Supported Spanish bilingual agents with call processing performanceby monitoring and evaluating Spanish calls for excellent service.Managed customer experience satisfaction scores above 93% topbox and 0.5% bottom box.Exceeded a web sales goal of over 8000 health sales annually.Exceeded an ancillary sales goal of 1 million in annualized premium.Increased shopping cart additions by 4%, registrations by 6% andsubmissions by 18% with a 64% decreased in site visits.

• Vendor Relationship Manager

  • Dec 2003 - Jun 2005

  Account Management of up to four vendor relationships focused onservice, sales and retention in a call center environment. Establishednew contracts and statements of work (SOW) to include different ratingmethodologies and pay for performance metrics.Managed a sales program with a budget of $13 million dollars.Increased sales conversion rates from 12% to 45% within a 6-weekperiod.Managed paid leads programs and scripts to support Telesales.Provided training, coaching and development for new sales andretention programs.

• Customer Service Supervisor

  • Aug 2002 - Dec 2003

  Managed a team of call center advocates focusing on servicing andenrolling customers in a regulated area of Guaranteed Issue policiesadhering to HIPAA regulations.Created scheduling to support the business operating hours.Managed telephony performance through tools like Centrevue andfive9 ACD reporting.Managed the staff to Standard Operating Procedures and handling ofchecks with applications received and submitted for processing.



Metris Companies

• Financial Services
• 1 - 100 Employee

• Sales Supervisor

  • Apr 2000 - Feb 2002

  Provided guidance and mentor a team of 15-20 representatives by employing coaching, counseling, review and evaluation, monitoring and feedback, and the effective utilization of development plans, career planning and appraisals.Maintained team efficiencies to meet financial objectives (including offer vs. sales rate) and monitored quality results to ensure excellent customer service. Provided guidance and mentor a team of 15-20 representatives by employing coaching, counseling, review and evaluation, monitoring and feedback, and the effective utilization of development plans, career planning and appraisals.Maintained team efficiencies to meet financial objectives (including offer vs. sales rate) and monitored quality results to ensure excellent customer service.



Citi

• United States
• Financial Services
• 700 & Above Employee

• Senior Quality Assurance Specialist

  • Jun 1995 - Apr 2000

  Accountable for setting up and organizing the quality processes for the customer care organization.Responsible for the collection of quality samples, analyzing data, creating and distributing performance statistical reports and manipulated data to identify problems, trends, investigate root causes and applied data analysis tools to provide alternative solutions.Used Statistical Process Control to monitor the behavior of the established processes. Accountable for setting up and organizing the quality processes for the customer care organization.Responsible for the collection of quality samples, analyzing data, creating and distributing performance statistical reports and manipulated data to identify problems, trends, investigate root causes and applied data analysis tools to provide alternative solutions.Used Statistical Process Control to monitor the behavior of the established processes.



AT&T Universal Card

• United States
• Financial Services

• Customer Service Representative

  • Jul 1992 - May 1995

  Represented AT&T Universal Card Services as the primary point of contact for customers in all areas of customer service. Represented AT&T Universal Card Services as the primary point of contact for customers in all areas of customer service.