John Kaklis

Operations Director

**** *. ***** ****** ******* #922 • Henderson, NV • 941-***-****

ad2tm3@r.postjobfree.com • www.linkedin.com/in/john-kaklis-977b41231

Over 23 years of experience in organizational leadership to support the identification, development, deployment, and facilitation of business objectives. Results-driven to meet key sales metrics, superior quality, and customer satisfaction. Able to provide leadership through engagement in a variety of areas including Medicare, insurance, non-profit, compliance, sales and marketing and call center environments. A creative thinker, problem solver and decision maker who effectively and strategically balances the needs of our customers and employees with the mission of the organization.

Core Competencies

•Business Acumen

•Medicare Expert

•Talent Acquisition

•Conflict Resolution

•Employee Relations

•Change Management

•Diversity & Inclusion

•Strategic Planning

•Budget Management

•Team Leadership

•Learning & Development

•Performance Management

•Process Optimization

•CMS Compliance

•Quality Control

•Communication & Leadership

•Problem Solving

•Sales Process Expert

•Staff Reduction

•Efficiency Driver

Experience

e-TeleQuote Insurance • 800+ workforce May 2017 – present

e-TeleQuote Insurance is a digital insurance agency that sells Medicare insurance nationwide creating a unique concierge-style experience for Medicare beneficiaries. We provide no-cost consultations for Medicare-eligible individuals. We represent a number of carriers for Medicare Advantage plans, Medicare Supplemental plans and Medicare Part D plans.

Director of Operations • Hybrid • Las Vegas, NV • Report to COO

Leadership: Assigned the responsibility to start-up, recruit and open the Las Vegas, NV call center in 2019. Direct and manage call center operations, including leaders. I oversee the daily operations of the Las Vegas site providing innovative solutions for Medicare beneficiaries. Direct responsibility managing and optimizing the operational efficiency, compliance, and quality of the insurance services while delivering top customer experience.

Accountable for 200+ hybrid and fully remote licensed Medicare agents, coaches and managers, spanning 28 states, providing performance direction ensuring all sales goals are met or exceeded. Assist the COO with managing projects and assignments including data analysis, problem-solving, and communication to drive continuous improvement and innovation in the insurance field.

Site Director • Onsite • Clearwater, FL • Report to COO

Leadership: Assigned the responsibility to the start-up, recruit and open the New Braunfels, TX, Phoenix, AZ, and Salt Lake City, UT call centers from 2018 through 2019. Direct and manage call center operations, including leaders. I oversaw the daily operation of the Clearwater site with direct responsibility managing and optimizing the operational efficiency, compliance, and quality of insurance services.

Accountable for 100+ onsite licensed Medicare agents ensuring performance goals and quality assurance goals are met or exceeded. Assist the COO with managing projects and assignments including data analysis, problem-solving, and communication to drive continuous improvement and innovation in the insurance field.

Insurance Sales Manager • Onsite • Clearwater, FL • Report to Site Director

Leadership: Accountable for 125+ onsite licensed Medicare agents and coaches spanning 28 states, while maintaining and improving the Clearwater call center operations by monitoring system performance, identifying and resolving problems. Worked directly with site director and projects to maximize employee motivation, attendance and overall agent success.

Tranzact • 2,000+ workforce July 2012 – May 2017

Tranzact, a subsidiary of WillisTowersWatson, offers a well-rounded suite of marketing solutions to help insurance companies stay ahead of the competition. Our licensed sales agents match customers with the right insurance policy and offer specialized support to educate customers.

Sales Manager • Tampa, FL • Report to Head of Sales

Leadership: Accountable for 100+ licensed Medicare agents and sales coaches in a call center environment. Responsible for exceeding or meeting sales and quality goals. Coach and guide agents and coaches to ensure they meet key indicators. Provided training to licensed Medicare agents and coaches regarding CMS compliant sales and any CMS regulations.

Career Summary

Successful legal practice in the field of real estate.

$10M+ annual real estate closings.

Successful implementation of grant writing program for nonprofit agency.

Successful implementation of fundraising management system for nonprofit agency.

Multi-State and multi-site call center management.

Over 15 years of experience as a leader and mentor to other call center leadership.

Over 15 years of experience in talent acquisition and employee management.

Consistently exceeded site established sales goals.

Delivered CMS compliant insurance sales.

Successfully manages multi-site call center openings across 7 centers in 5 states.

12+ years as mentor to sales leaders.

15+ experience as sales coach to licensed Medicare sales agents.

Act as a strategic and collaborative partner to all levels of leadership, including C-Suite, coaching, educating and influencing the use Best Practices.

Collaborate with HR leadership to discuss time to fill, turnover and turnover reason, employee engagement surveys, cost savings opportunities, succession planning, pay equity, etc.

Skilled operations executive working with all levels of employees: call center representatives, employees, supervisors, managers and C-Suite.

Expert sales motivator.

Additional Experience

Director of Development – Women’s Resource Center – Corporate Office

Associate Attorney-Holland & Knight, LLP – Tampa, FL

Education

University of Florida Gainesville, FL Bachelor of Arts graduate

University of Mississippi Oxford, MS Juris Doctor graduate

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