Customer Service Project Manager

Sindy Villar

786-***-**** adzhs6@r.postjobfree.com Hialeah, FL 33012

Bankers Life and Casualty Company Sunrise, FL

Licensed Health Insurance Agent / Sales Representative April 2023 – Present

• Established rapport and assessed client needs to provide options for Insurance coverage.

• Researched, Identified and successfully sold potential targeted clients through company leads and cold calling in a call center environment.

• Sold Medicare Part D, Medicare Advantage Plans and, Medicare Supplement plans, Long Term Care, Critical Illness and, Hospital Indemnity policies.

• Implemented sales plans and managed all phases of the sale cycle from prospecting to close and follow up support.

• Strong closing, follow up, territory management and relationship building sales ability.

• Responsible for calculating the premium amount and set up payment methods. improved and promoted wellness through communication, education and health care referral resources.

• Comprehend and understand the insurance laws and regulations and offered explanation of policy coverage to client.

Performance driven operational strategist with a remarkable track record of success and 10+ years’ experience delivering on contract procurement and account management, revenue growth as well as operational development initiatives. Proven record of success by streamlining delivery of services, improving operational efficiencies and reducing costs. Adept at identifying and creating new business opportunities, implementing departmental goals, ensuring compliance objectives and surpassing expectations. Professional Summary:

Work History:

Senior Account Manager Project Manager December 2021 – March 2023 Williams Lea - Client: Humana Miramar, FL

• Oversaw the clients Mail & Copy Center’s day-to-day operational activities and ensures smooth running of the operational processes of the Miramar, Doral, Tampa, FL, San Antonio, TX and Phoenix AZ operations.

• Presented sales, revenue, and expenses reports to management teams.

• Developed and implemented strategies to improve financial performance and drive growth.

• Lead the operating team to ensure accurate and timely financial reporting, budgeting and forecasting.

• Analyzed financial data and provide insightful recommendations to the senior management team during Quarterly Business Reviews and Monthly Profit and Loss reviews.

• Managed and motivated a large diverse workforce to achieve company goals and objectives.

• Identify and capitalize on opportunities for process improvement, cost reduction, and revenue growth. For example, I implemented staggered schedules and gained three hours of productivity for the Miramar operation. While collaborating with tenured employees to create SOPs for each aspect of the operation/equipment to cross train each associate, allowing for staggered schedules to work seamlessly. Thus, outperforming the largest site in the account, with six more employees than my site by 27%.

• Collaborated with cross functional teams to ensure seamless integration of operations and finance.

• Developed and maintains strong relationships with suppliers, clients, and stakeholders.

• Stay up to date with industry trends and market conditions and implements best practices in finance and operations.

• Coached direct reports in leading positions to become better leaders by collaborating instead of controlling, delegating instead of abdicating, give fewer orders and ask more questions, always give the benefit of the doubt first, and how to give specific feedback instead of making judgements.

• Lead the clients’ optimization efforts to consolidate facilities specifically for the Mail and Copy Centers in the Miramar, Miami, San Antonio and Tampa sites. Managing the moving logistics, essential details, timing of equipment’s move and ordering of supplies to make the relocations seamless and have as little down time as possible.

• Consistently hired and referred employees that have proven to be successful in their job roles and essential to the operations they’ve been incorporated in. Sindy Villar

786-***-**** adzhs6@r.postjobfree.com Hialeah, FL 33012 Work History

Continued:

Skills:

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• Microsoft Office and Power BI

• Workday for Payroll and Goal Setting

• Marketing Strategy & Management

• Sales Operations & Management

• Facilities Management

• Coaching

• Operations Management

• Sales Operations & Management

• Risk Management

• Budgeting

• Performance Management

• Organization

• Attention to Detail

• Training & Development

• Cold Calling

Lead Accounts Payable March 2021 – December 2021

• Ensured all essential bills and payroll were paid on a timely manner without over drafting from their multiple bank accounts for fifty-five condominiums.

• Enhanced operational successes through an effective excel spread sheet, updated filing system and organizations of vendor & utilities online portals for fast and efficient payments.

• Implemented a SOPs for the monthly payment of property insurances. Improving the timing of installment payments thus, lowered interest rates, saving condominiums thousands of dollars annually.

• Thoroughly compared utility bills on monthly bases to find fluctuations in billing cycles that lead to investigations for water leaks, broken electricity and gas meters. Thus, saving condominiums thousands of dollars annually.

• Negotiated costs of painting, roofing, pool, parking and all major restoration projects with vendors.

• Assisted Accounts Receivable Clerk, Board Members and Property Managers in facilitating owed money by tenants into bank accounts in a timely fashion. Neighborhood Property Management Hialeah, FL

Executive Casino Host Sept 2019 – March 2020

• Developed and executed telemarketing programs for the marketing team (Cold Calling, Warm leads, Hot leads, IQL’s, and MQL’s) that enabled and improved personalized contact with players and development strategies to maintain and further penetrate existing high valued players and attract new high-level players. Made a minimum of 100 calls a day.

• Coordinated monthly VIP events and reduced costs, compared P&L’s monthly & yearly.

• Structured offers to balance investment and reward. Proactively identified issues and restructured relationships to mitigate potential future risk of over investments.

• Increased overall departmental productivity by creating analytical tools - specifically excel spreadsheets - for more efficient player contact procedures.

• Supported the Casino's strong relationship gaming culture through ongoing customer contact, quality customer service, and superior gaming knowledge.

• Studied marketing tools, slot placement and demographics related to competing casinos.

• Grew social media following on Facebook from 6.2K to 33.7K and Instagram from 3.3K to 9.2K Hialeah Park Racing & Casino Hialeah, FL June 2013 – March 2020 Education: • Miami Coral Park Senior High School

High School Diploma Miami, FL 2010

• Miami-Dade College

Associate degree Miami, FL In progress

• Responsible for the day-to-day supervision and operation of the players club. Including payroll, scheduling, problem solving, technical troubleshooting, customer complaints and resolutions to the satisfaction of the employee, player and company.

• Created & updated all department policies, SOPs & training manuals accordingly. Created and scheduled meetings, presentations, generated data reports & ordered departmental supplies.

• Was tasked to create and present customer service training for the entire company, with over 300 employed at the time.

Players Club Manager June 2013 – August 2019

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