Board Member Vice President

Judy Borrell

admpwa@r.postjobfree.com • 914-***-****

Sales Support Executive

Sales Support and Administration Executive with a formidable career of success leading strategic processes that maximize profits within the Medicare Market.

Growth-focused leader with an exceptional combination of project management, operational leadership, and sales acumen paired with strong interpersonal skills that allow for the keen ability to build rapports that drive teams to exceed goals. Able to quickly identify unseen opportunities and develop strategies that successfully align them with objectives. Possess a genuine passion for training personnel in honing service skills while still aligning goals with organizational values. Astute communicator that is able to interact effectively with staff, high level accounts, and executives.

Areas of Expertise

Growth Strategy Development

Cross-Departmental Communication

Licensing & Certification

Performance Management

Market Expansion

Relationship Development

Team Leadership & Development

Regulatory Compliance

Enrollment Operations

Accomplishments

Key support member to senior management teams in the redevelopment of legacy business processes and the implementation of innovative solutions that streamlined field team operations by providing independence among agent platform operations leading to an overall increase in enrollments.

Launched new touchpoint within Sales Support that delivered troubleshooting techniques to SVP, Sales, and Regional Directors nationwide, providing for more streamlined procedures and producing a more self-sufficient field force.

Served as a communications interface with various independent agents, aggregated input to develop lead mailings for prospective members that increased enrollments by 25% and decreased complaints filed by Medicare.

Career Experience

WellCare Health Plans (Previously Universal American) 2017 – 2020

Senior Manager, Sales Support

Mobilized the daily operations of a core group of associates, advancing training initiatives to optimize growth. Employed a keen ability to build strategic sales teams and monitored results to effectively drive each to execute the vision for business growth. Fostered and cultivated a positive, collaboration-focused environment, offering lead generation and pipeline sales management strategies, coaching, and mentorship that inspired teams to concurrently improve and maximize ROI.

Designed and introduced a broad spectrum communication plan that utilized text and voice messaging that streamlined operations, reduced costs and enhanced the effectiveness of 52K field agents; once implemented, plan led to the increase in enrollments by 1.1M in a single year and decreased member disenrollment rate by .6%.

Audited sales activities to establish unified practices across all distribution channels, identified training gaps and redesigned the agent certification platform to ensure operations met compliance standards.

Collaborated with a call center vendor to reevaluate service levels and readjust staffing levels, assigned 500 daily work tickets to an agent problem resolution team that quickly decreased call center volume and cut wait times from 30 minutes to 60 seconds allowing for the reduction in call center staff by 20 thus reducing operational spending.

Universal American 2001 – 2017

Vice President, Sales Administration and Support

Provided strategic and tactical leadership to the Sales Support unit for Independent and Career Agency sales; advanced business development strategies and expanded sales and territory expansion techniques. Aligned the activities of ten sales support staff on administration systems, product portfolios, and an agent call center that delivered support to 10K field agents. Piloted the development of sales support materials required by the field force to maintain current memberships. Coordinated product releases and agent communications delivered to 10K agents daily. Liaised between regulatory agencies that submitted written complaints and identified the appropriate department for resolution.

Authored regionally tailored reports highlighting sales support and administration that provided a more concise understanding of specific markets for Regional Mangers leading to an overall increase in enrollments.

Implemented an in-house Call Center that secured prospective members via Direct Mail, that consecutively grew company event attendance and reduced mail costs.

Spearheaded all sales materials positions and agent website updates, partnering with designers to maintain agent websites that delivered product information and enrollment platforms.

Cultivated beneficial relationships with outside vendors ensuring the accurate administration of additional product benefits within targeted markets.

Additional Experience

Universal American, Assistant Vice President, Sales Administration and Support

Universal American, Manager Senior Sales Support

American Progressive, New Business Supervisor

American Progressive, Customer Service/Policyholder Service Representative

Education

Bachelor of Arts, Sociology

University of Mary Washington

Affiliations

St. Denis-St. Columbia School, Board Member/Treasurer (2008-2020), School Board Active Member, Fundraising Leader for Parent School Association

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