Ramon Collins

**** *** ****** **. *********** Tx 75137

214-***-**** ac28ve@r.postjobfree.com

OBJECTIVE Self-motivated, up-beat professional seeking to leverage 15 years in Operations Management in Health Care Industry, seeking to grow client base utilizing exceptional Sales and Service Mgmt knowledge, customer relations and leadership techniques

EXPERIENCE

Operations Manger– Teleperformance USA Dallas

February 2013 to Present

Responsible for managing daily operations for our Business Partner Humana Pharmacy, consisting of 200 non -licensed sales and service agents and 12 supervisors in Dallas at its peak. Also maintaining responsibility for sales development and strategy across 4 sites (Dallas Killeen Shreveport and Port St Lucie FL). Closing out business being highlighted as the most successful partner over period of 6 years with Humana Pharmacy. Currently managing 90 employees including 4 Supervisors for United Health Care (MA West East and PDP )in Dallas licensed, and non-licensed advocates, as well as PDP service in Dallas. Both lines of business handling Inbound & Outbound customer service and pharmacy assistance. Daily executions included war room calls outlining previous day performance, opportunities, expectations and actions plans. In-shift meeting with Quality management and work force management outlining best practices to enhance production and performance, member CSAT/DSAT, and Leadership development.

• Achieved a perfect overall quality (3 sites) score for first time in campaign history with Humana Partnership

• Efficient with B2P and GM% with Humana Partnership

•. Sound Absenteeism and Attrition with Humana partners

• Closed over 2500 OB sales per day/Humana

• Exceeded all targets with IB customer service/sales (Only when in Red Alert/calls in queue)/Humana

• Exceeding client target of 5 sales per day (per each site) achieving 7 sales per day across partnership sites

• Successfully developed sales scripting that enhanced overall sales/revenue for client and company

• Ehanced the culture and work ethic with special agent recognition and retention program wth UHC client (MA West)

• Maintained efficient B2P with UHC client

• Established recognition/incentive (4 Rocks Stars Only) for UHC client (MA West Dallas and PDP lines of business)

• Achieved perfect CSAT for 4th quarter/UHC (MA West Dallas)

• Spearheaded TP Agent initiative achieving positive % (moving all lines of business from 85% to 98%)/UHC Dallas

• Enhanced A4M (Assist in Schedule) average 15% exceeding target for UHC client Dallas (Dec thru Jan 2016/17)

Operations Sales lead/Sales Manager– Aegis Communications Group Dallas

August 2009 to January 2013

Managed 375 non -licensed sales and service agents across 3 sites (Killeen Dallas Port St Lucie Fl) in addition to 20 sales coaches for Humana Pharmacy Partnership. Primarily enrolling current members with mail order service from an IB platform, also from OB platform reaching out to existing members educating with intent to enroll with 90 day mail order service. Daily executions included reviewing financials and sales reporting from previous day. WR (war room) conference with site leaders outlining previous days opportunities, highlights, calls outs, and action plans. Another Warm room with Quality leadership to identify and level-set CSAT & DSAT and process opportunities along with site rankings and actions plans. Conference call with sales coaches across all 3 sites coaching to sales opportunities specifically closing and relevant rebuttals, along listening sessions to enhance compassion and member experience. ELP (enhanced learning experience) executed with Supervisors reviewing outlier management best practices along with sales strategies and action plans.

• Achieved perfect overall quality (3 sites) score for first time in campaign history

• Closed over 2500 OB sales per day

• Achieved attrition goal of 7% for Dallas and PSL lines of business

• Exceeding client target of 5 sales per day (per each site) achieving 7 sales per day

• Efficiently sound from financial platform maintaining perfect B2P% & GM% deliverables with Dallas and Killeen sites

• Successfully developed sales scripting that enhanced overall sales/revenue for client and company

• Special Project management

• Spearheaded Sales Coach initiative and training with all sites (Dallas Killeen PSL)

• Traveled to each site (Killeen PSL )once a quarter to initiate enhanced Sales Training

• Established Sales “Boot Camp” for all 3 sites (Dallas PSL Killeen

Operations Sales Manager- Aegis Communications Group Irving Tx

January 2007 to July 2009

Managed 10 Supervisors during our business partners (Humana) busiest season (Open Enrollment) Inbound /Outbound sales and service, as well as sales development, along with sales strategies across 3 sites (Creating/editing scripts for OB platforms) Also responsible for managing clients commercial sales unit exceeding clients expectation of 4 sales per day ultimately achieving 10+ sales per day. Daily duties consisted of reviewing KPI’s from previous day, along with Sup war room session to level-set action plans and accountability. Triad sales cross-training with all 3 sites (Dallas Killeen PSL /FL) focusing on rapport building, confidence enhancement, relevant rebuttals and close statements. Financial Pillar war room outlining actions for B2P, Absenteeism, and GM%.

•Assisted clients in achieving JD Power and Associates award for customer service and supportHumana

•Exceeding clients targets for sales and Quality

•Responsible for the successful creation and delivery of commercial sales script

•Exceeded commercial sales target of 4 sales per day exceeding target and delivering 8-10 (on average)

•Maintained sales coaching and development across 3 sites

•Spearheaded internal process improvement with rebuttal execution and member experience increasing overall sales revenue

•Achieved attrition target (7%) for 3 quarters

Project Manner & Service Recovery - Aegis Communications Group Irving Tx

July 2004 to December 2006

Created and implemented help desk to service over 175 employees servicing New York, Louisville and Irving for Humana client at the time. This served as an escalation Help Desk for agents needing assistance with billing, navigation, trouble shooting, and member follow-up. Also managed a group of 7 Service Recovery Specialist processing member CSAT/DSAT resolving unresolved escalations, along with high profile members with unresolved issues, along with member retention.

• Consistently Achieved Service Level target 90%

• 0% Attrition for duration of of Help Desk

• Expanded Help Desk Initiative to NY site due to success in Irving

• Reduced member complaints and Escalations by 10% in Irving

• Enhanced Quality and member experience

• Reduced Hold and after call

• Increased production

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Customer Service/Sales Supervisor - Aegis Communications Group Irving Tx

Aug 2001 to June 2004

Managed 18 agents (25 at peak) handling IB/OB customer service and Health Record Assessment for Humana client

• Consistently maintained attrition target of 7%

• Achieved highest 360 evaluation amongst all 3 sites (at the time)

• Received Top Gun Award for Supervisory Excellence

• Achieved Exceptional Quality Award achieving

• Implemented “All About You” program

EDUCATION

North Lake College- Studied Liberal Arts & Media Technology -Video Production/Broadcasting

Jan 1997 to May 1999

REFERENCES

Tanisha Robertson / Call Center Manager Teleperformance

C - 757 715- 0177

Eric Tweed /Humana Vendor Manager

C - 480-***-****

Kevin Scott/ Google Vender Mgmt

C - 480-***-****

Rashauna Jackson/ Director Teleperformance

C - 972-***-****

Darla Bland/ Operations Manager Teleperformance Killeen

C - 254-***-****

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