MARISSA GOMEZ

Contact 915-***-**** ad1e07@r.postjobfree.com

PROFESSIONAL PROFILE

Well-rounded growth, operations, marketing, and strategy professional specialized in the Medicare Advantage space. Experienced in creating efficient roadmaps, processes, and project deliverables across multiple levels of an organization. Serves as a subject matter expert across all growth strategies

● Bilingual – Fluent in English and Spanish.

● Experienced Sales professional.

● Experienced Sales Operations leader.

● Experienced PM leader.

PROFESSIONAL EXPERIENCE

Devoted Health Services, Inc. 06/2019 - Present

TX Sr. Sales Operations Manager

● Successfully modeled a replacement for a third party platform that was used to contract, onboard, certify over 20k agents in a timely and efficient manner in its first year. A 20% engagement rate increase was achieved while decreasing our processing times by 3 days across all users.

● Created and implemented operational processes for all sales channels while ensuring market adherence to Medicare, state guidelines, and compliance regulations by creating SOPs and P&P for all sales operational processes.

● Served as a subject matter expert in all sales operational processes and assisted in implementation of changes required due to cross functional business needs and market variances.

● Develop and upkeep of all sales resources and communications used by internal and external partners in our website, internal google sites, Jira, and Confluence pages.

● Mentor and manage a team of direct reports and serve as an interviewer in panel for multiple cross functional partners like sales, marketing, operations, and product.

● Designed and implemented improvements to our tools and processes YoY which resulted in added functionality to our technology resources providing a better user experience and engagement.

● Effectively worked with complex cross functional partners like engineering, legal, compliance, marketing, data science, sales operations, C-level leadership.

● Develop, maintain, manage key sales internal and external stakeholder relationships in all markets to support company growth goals.

● Create and maintain KPI reporting to c-level leadership current status, risks, and potential opportunities by sales regions.

● Developed call center structure, scripts, and policies, continued support of the call center operations and strategy plans.

WellCare Health Plans 03/2017- 06/2019

Sr. Sales Project Manager

● Oversight of 6 markets with over 250 internal sales agents, 50k certified brokers, and 200 agencies.

● Modeled, implemented, and trained the new CRM system and reporting for lead management to suit business needs and drive market performance.

● Created and implemented new sales strategies in markets that resulted in a 10% increase of sales across all markets and agent types.

● Increased internal field sales closing rates by 20% by effectively improving our application process and training.

● Effectively worked with complex cross functional partners like engineering, legal, compliance, marketing, data science, sales operations, C-level leadership

● Developed an agent focused application and portal that helped agents with all sales related functions.

● Build, maintain, and manage key sales stakeholders both internally and externally in all markets to support company growth goals and brand development.

● Responsible for developing state KPIs, budget, and forecast for applicable markets. Nursewise- El Paso, TX 10/2016 – 03/2017

Sr. Customer Care Growth Manager.

● Improved our QA processes to ensure operational gaps were closed resulting in successful one call resolution for the patients.

● Identified and resolved operational and systematic gaps in our clinical charting and notes to provide a more efficient and effective call queue.

● Revamped our reporting, KPI’s, and agent/clinician goals and targets to create a 12% satisfaction improvement score and decrease attrition.

● Ensured all agents/clinicians were properly trained and equipped with the technology and systematic tooling needed to provide services to patients through private, state, and federal insurance portals, verification lines, and CRM platforms in all 50 states.

● Responsible for the mentoring and oversight of 25 direct reports and 3 distributed teams.

● Improved processes for after hours intake information for different specialty areas like pharmacy, behavioral health, DFPS, and other governmental and federal entities. El Paso Phoenix Pumps – El Paso, TX 11/2015 – 06/2016 Office Operations Manager

● Answered all incoming inquiries from customers and business partners and served as an escalation point for all vendor inquiries and complaints.

● Responsible for all company Marketing, Web Design, and business operations.

● Designed, implemented, maintained CRM audit programs to ensure data integrity was maintained.

● Developed KPI’s and created weekly sales reports, forecasts, and strategy on how to hit regional sales goals.

● Led weekly performance and strategy meetings with cross functional teams and different levels of leadership within the organization.

● Assisted in personnel management including timecards, bonus structures, and quarterly goals.

● Implemented a new hire onboarding process for all newly hired employees. Cardenas & Elizondo Accounting Firm 8/2011 – 09/2012 Accountant / Business Administrator

● Responsible for the Marketing efforts of the firm which include but were not limited to branding, website, and digital marketing which resulted in a 35% business revenue increase in the first year.

● Oversaw business daily operations and served as an escalation point for all customer inquiries.

● Managed all intake of highly confidential information into the system and clients accounts.

● Responsible for accounting of 25+ local client accounts and reports using QuickBooks accounting software.

● Assisted with tax returns and IRS filings, coordinated audit documentation, and accompanied clients on audit review appointments.

Los Paisanos Bus Lines 08/2010 – 08/2011

Operations Assistant Supervisor

● Managed 14 locations and served as an escalation point for all customer and vendor inquiries.

● Responsible for all Growth marketing efforts such as TV Commercial spots, Radio Spots, and print media tactics that resulted in a 22% revenue increase in the first 2 quarters.

● Developed and maintained KPI’s, growth strategies, and operational plans for existing and expansion markets.

● Effectively communicated cross functional c-level executives internally, externally, and internationally to ensure growth goals were met.

● Created 5 new international relationships which resulted in a 10% revenue growth in 6 months.

● Performed all sales, operational, financial audits to ensure all locations were performing to state regulations.

Independent Billing Specialist 10/2007 – 06/2010

● Hired as an outside support-billing specialist to process all insurance claims as needed.

● Submitted paper and electronic claims for specialty offices like Ophthalmology, Cardiology, and Internal Medicine benefits to insurance carriers for payment reimbursement.

● Responsible for all AP/AR for claims processing, worked closely with practice accounting firms for financial reportings.

● Developed employee onboarding and training processes and programs.

● Developed and maintained employee handbooks, SOP’s, and Policies. EDUCATION

University of Texas at Houston Bachelors of Science - Computer Science - University of Texas at El Paso Bachelors of Science Degree – Biochemistry, 2019 Ultimate Medical Academy Associate of Science Degree – Healthcare Management, 2016 International Business College, El Paso, TX Medical Assistant, 2007

Contact this candidate