Served as thought Partner/Leader to Executive Human Resources leadership team in ideating and developing strategic HR projects to optimize new organization. Managed eight extremely complex and diverse initiatives with high level accountability which required collaborative leadership, strategic and critical thinking, and driving efficiencies and improvements across the organization. Demonstrated robust leadership and communication skills by facilitating alignment and consensus with diverse and cross-functional Stakeholders.

Identify, develop, drive, and implement operational improvements in call center sales operations for direct to consumer (D2C) telemarketing sales of Medicare products

Led product strategy, directed, and managed all call center inside sales, direct sales, and customer service to meet and exceed all sales and revenue objectives

Manage, lead, and direct 14 unique Customer Care locations with over 250 collective bargaining employees, within a highly regulated Workers Compensation industry, to meet all Public Utility Commission answer time requirements, claims processing and turnaround times, and customer service inquires from businesses and employees In California

Developed new products and strategies to manage and lead Sales team to generate new health plan sales and revenue from Small, Medium, and Large Group Businesses

Developed product strategies with Carriers, designed targeted marketing strategies to increase sales, managed and directed Sales, Customer Service, and Operations teams to sell, place, and retain life insurance products sold to consumers via an eCommerce business model in an inbound and outbound call center environment

Hired to start-up, build, and launch a brand-new company to sell individual and family health insurance and Medicare to consumers via an e-commerce model in an inbound & outbound environment.

Managed and drove all product strategy & design with Carriers. Created website functionality, CRM customization, marketing campaigns, & acquisition strategies.

Managed Sales and Customer Service organizations with responsibility for sales, revenue, retention, & P&L.

Led and managed entire Call Center Small Business and Individual and Family Sales, Operations, and Customer Service organizations within all fifty states within the health insurance industry.

Designed products with Carriers based on target marketing of specific geographic regions.

Directed, led, and managed new strategic initiative for Apple Computer's outbound sales channel to increase product sales, market share, and revenue to specific vertical business markets by progressive, out-of-the-box, and unique telesales efforts in an inbound and outbound call center environment

Provide leadership and oversight for three inbound and outbound Call centers with 550 employees within a highly regulated and Union environment. Ensure superior customer care and answer time, implementing up-sell and cross-sell efforts in a B2C and B2B environment in 26 states, ensuring compliance with each state’s service regulations.

Championed and implemented new outsourced sales channel to generate incremental revenue in all twenty-six states.