Yyyyyy x. yyyyyy

Energetic, self-assured and goal-focused executive with nearly 20 years of progressive industry experience in managing operations for a full-scale Contact Center. Skilled in driving sales and service delivery across numerous verticals e.g. medical, life & health, property and casualty insurance. Also adept in non-insurance product distribution best practices. Demonstrated ability to achieve success by transforming operations to bolster productivity and align with strategic objectives. Proven aptitude in the areas of metrics development and attainment, as well as performance management, including staff and technology scaling. Leader of innovative internal growth initiatives. Effectively work with stakeholders at all levels. In search of a challenging, new role with an innovative organization that allow for contribution to organizational growth.

         Surpassed Aon-Aon sales target by 150% and quality target by 125% ever since 2010; now include five centers and over 1.5K staff

         Developed the Aon-Aon executive sales blue print to garner clients for the healthcare exchange market

         Founded a highly skilled enrollment processing team, along with tools and processes to handle Aon-Aon s increased enrollment

         Devised an email program for MetLife to track and assess the quality of client interaction; noted areas for growth in order to optimally serve and communicate with customers to drive a first-class experience

         Improved MetLife s client satisfaction results by cutting billing errors, as well as boosting speed and efficiency during implementation

         Grew the MetLife Licensed Agent staff to include 200+ Life, Health and Annuities Agents in 2007, as opposed to 28 in 2005

         Managed the billing relationship and performance metrics for the MetLife Global Operations Support Center (GOSC) in Noida, India

         Garnered the best service and sales benchmarks over the 10-year history of Connextions

         Proved vital in recruiting and fostering relations with eight new Connextions clients during two years with the company

         Spearheaded the development and execution of the College of Insurance, Connextions internal pre-licensing school for Life, Health and Variable Annuities licensure processes for staff

         Increased AIG agent population from 80 to 220 property and casualty agents in one year while concurrently achieving an industry-low attrition rate; also heightened operating margins during tenure

         Refined AIG s management training programs to focus on coaching and developing Agents to progress in their careers

Sales | Customer Service | Medicare Service Operations | Member Retention | Program Management | Quality Assurance

Property and Casualty & Health Insurance | Employee Group Benefits (Dental, Life, Disability) | Independent Adjuster | Claims Processing

Call Center Functions | Supervision | Leadership | Project Management | P&L | Contract and Vendor Negotiations

Strategic Planning & Analysis | Support Delivery | Shared Services | Product Implementation

Aon Aon Hewitt Navigators | Sales and Service Leader, 2010-Present

         Hired initially as the Sales and Service Delivery Leader for the Healthcare Exchange Division of Aon Hewitt; now focus primarily on strategic business growth for the Medicare Insurance Sales unit

         Worked tirelessly over the first six months to expand the Insurance Agent population from 16 to 104 and still drive that same growth

National Sales and Service Leader, 2014-Present, 2010-2012

         Deliver a comprehensive, quality consumer and client experience through the intentional delivery of top-line growth

         Improve the cost model, PTI contribution and Net Promoter ratings to set the market for healthcare exchanges

         Developed and currently utilize the Aon-Aon Customer Relationship Management (CRM) tool to scale

         Introduced a quality assurance and compliance program to deliver on service promises to client base

         Crafted and set into motion effective, engaging programs to improve colleague morale levels

         Built an emerging solutions channels to diversify business for the Retiree Exchange and its revenue models

         Founded and currently encourage the continuance of a positive, energetic sales and service operations culture

Vice President, Direct to Consumer Channel, 2012-2014

         Cultivated partnerships with organizations in need of Aon-Aon s services to tend to all stated post-65 retiree medical insurance needs

         Developed and maintained lead vendor relations

         Expanded upon search engine optimization (SEO) and pay-per-click (PPC) web lead efforts to boost revenue and profit

Metropolitan Life Insurance Company (MetLife) | Senior Manager of Employee Benefits Operations, 2008-2010

         Came on with the company as the Senior Manager in charge of case implementation for MetLife s Small Market Group Benefits

         Afforded additional duties shortly after for the Billing and Affinity & Specialty Benefits Departments

Yyyyyy x. yyyyyy

Senior Manager of Employee Benefits Operations, Continued

         Made a lasting cultural impact on business operations specific to metrics attainment and accountability; drove instantaneous, sustained changes across Billing, Reporting & Metrics, Quality and Process Improvement functions

         Rebuilt billing practices that served to improve the performance of billing within the Small Markets division

         Inserted controls on the due and unpaid collections process; rewrote the termination policy to cap the amount of retroactive terminations, which reduced claims overpayment

         Partnered successfully with Vice Presidents, Directors, Zone Sales Managers and Brokers, among others

         Implemented daily inventory meetings to optimally manage pending stock levels

         Enhanced customer satisfaction results by introducing programs to reduce billing errors, as well as increase speed and efficiency across the implementation process

         Drove promptness and productivity using key performance indicators (KPIs) along with process and talent management best practice

         Dedicated to progressing the production and achievement of both quality and performance metrics; led Quarterly Business Reviews with business partners to discuss the state of the business in response to finalized per-quarter metrics

         Also revitalized the weekly operational metrics scorecard used to present results for all measurable service offerings

Connextions | Director of Insurance Sales and Service Call Center Operations, 2005-2007

         Joined forces with the company in July of 2005 as a Senior Sales and Operations Manager to lead the growth of the Healthcare Insurance (HCI) Department, including three Health Insurance clients and 42 Licensed Heath, Life and Annuities Agents

         Progressed over 18 months to expand the Department to include 11 clients and 250 Licensed Agents

         Earned Director promotion that following December and took over strategic growth efforts and management of HCI departmental functions; included designing and sharing pay for performance incentive models for all HCI accounts

         Executed vision for success by analyzing new and existing client relationships to identify where the company could add value beyond the mere insurance policy sales process

         Created a Center for Medicare and Medicaid (CMS) Compliance Department to ensure that all over-65 sales and service processes compiled with departmental policies

         Researched and developed both a telephone application process using CMS regulations as an outline, as well as a telephonic sales process for Medicare clients

         Introduced an agent-level, client-centric reporting process to intensify productivity and efficiency levels

         Developed scripts for inbound, outbound, telephonic application, verification, member education, sales retention, and Health Risk Assessment (HRA) call processes

         Led the initiative to migrate from Siebel to a web-based multifunctional CRM platform

         Directed multiple cross-functional teams in developing prospect and member marketing efforts targeted at existing and new clients; also worked collectively to design member retention and health risk programs for new clients

American International Group (AIG) | Senior Sales Operations Manager, 2002-2005

         Commenced working relationship with the company as its Senior Sales Operations Manager as it was in the process of growing the Auto and Home Insurance Division

         Tasked with driving growth plans by increasing sales, brand recognition and Agent population growth

         Attained per-quarter growth targets collectively with teammates over the course of the first 12 months with AIG

         Implemented KPIs and benchmarking programs to gauge service, sales and quality improvements

         Created improved operational reports and scorecards, used to benchmark programs and improve upon efficiency metrics

         Leveraged a consultative sales approach and used sales remediation programs to generate success

Bachelor of Arts, Global Business Management, University of Phoenix

Xxxxxx Property and Casualty | Life, Health and Variable Annuities | All Lines Adjuster

Yyyyyy x. yyyyyy

March 19, 2018

Hiring Agent Name

Title

Company Name

Address

City/State/Zip Code

Dear [Hiring Agent Name],

I am pleased to submit my application materials for the (INSERT TITLE OF TARGET POSITION) vacancy and am submitting my documents for your review. As illustrated in the accompanying resume, my professional qualifications include the following accomplishments:

• As an executive-level professional, I bring to any position years of progressive Insurance Sales management experience. I am skilled in expert areas within the field including client relations, program development, process improvement and product implementation, among others.

• Over the course of my diverse, 15-year career, I ve proven myself to be adept in guiding and inspiring my peers and supervised teams to achieve success. I lead by example and am able to develop and sustain lasting relationships with stakeholders at all levels, both individually or within a team setting.

• I boast a proven record of delivering comprehensive direction in fast-paced environments that call for xxxxxxexibility, time management and the ability to work well under pressure. I am often regarded by others as a valuable mentor and subject matter expert specific to various types of insurance. This will serve me well in my next career role.

• Other core competencies include Critical Thinking, Teamwork, Communication, Claims Processing, Negotiation and many more. My diversity of experience includes actively contributing to processes that fuel positive change and revenue growth. I am readily able to identify both points of progress, as well as areas for improvement.

• Independent of my career history, I have a Bachelor of Arts in Global Business Management. I m also licensed as it relates to Xxxxxx Property and Casualty, Life, Health and Variable Annuities, as well as All Lines Adjuster insurances.

I am a focused, capable and highly experienced applicant committed to supporting the long-term goals of an innovative, reputable firm. I am confident that I could be a valuable asset to your organization, and look forward to interviewing with you in the near future.

Yours Truly,

Yyyyyy x. yyyyyy

Enc. Resume