Senior Sales & Operations Leader, 20+ Years Experience

Thomas B. McPhee

*** ******** ****** ***. ****

Lewisville, TX 75057

469-***-**** (C)

*********@*****.*** (E)

Objective:

Highly motivated and results-oriented professional with twenty (20) years of comprehensive experience in call center operations, sales, and leadership within the Health, Life, Medicare, and Annuity markets. Seeking a Supervisor or Manager position to leverage proven expertise in client relationship management, workflow optimization, and team development to enhance operational excellence.

Skills:

Sales & Client Management: Consultative Sales, Client Relationship Management, Prospecting, Needs Assessment, Negotiation, Portfolio Management, Customer Support Excellence, Retention Strategies.

Analytical & Business Acumen: Market Analysis, Data Interpretation, Performance Monitoring, Process Improvement, Risk Management (transferable from insurance), Financial Product Understanding.

Leadership & Operations: Team Leadership, Training & Development, Workflow Optimization, Back Office Support, Quality Assurance, Project Coordination, Regulatory Compliance. Technical & Software: Nextiva Software, Enterprise 123 System, CRM Software, Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).

Core Competencies: High Efficiency in Fast-Paced Environments, Problem-Solving, Multi- tasking, Adaptability, Strong Communication (Verbal & Written), Team Collaboration, Proactive Support.

Experience:

DFW Wealth Strategies [Southlake, TX]

Financial Representative (2024 - current)

Independent Agent

Solicit and assist individuals, families, businesses, and organizations with financial services ranging from insurances, annuities, and various financial products. Affordable Health Care Agency [Addison, TX]

Sales Agent/CS Manager (2021 - 2024)

Created and built back-office support teams for agent support, customer support, retention, and marketing, demonstrating organizational and strategic planning abilities. Managed inbound and outbound calls for ACA clients, qualifying and educating callers for enrollment, showcasing strong sales and client education skills. Spearheaded efforts to maintain ongoing contact with the overflow member service team, addressing escalated matters and providing coaching, highlighting leadership and problem- solving.

Provided ongoing support to carriers, internal/external agents, and compliance departments, demonstrating inter-departmental collaboration and adherence to regulations. Processed special requests from carriers and monitored/processed additional emails, indicating strong administrative and attention-to-detail skills. Monitored voicemails and emails from overflow member service team, ensuring timely responses and effective communication.

Maintained contact with team members to ensure staying on and completion of tasks, ensuring operational efficiency.

Provided support to team members to troubleshoot or seek needed assistance to keep workstations operational, demonstrating technical support and team player mindset. Created documents and procedures to streamline and enhance departmental procedures, showcasing process improvement and documentation skills. Premier Health Solutions [Plano, TX]

Support Services Supervisor (2014 - 2021)

Provided support and leadership to support services team members within Member Services, Agent Support, and Retention, demonstrating supervisory and mentorship skills. Utilized Nextiva software to produce and monitor daily activity reports for team members, as well as the Billing team, showcasing proficiency in performance tracking tools. Set and monitored team members' daily tasks to address inbound calls, customer emails, and voicemails, highlighting strong organizational and task management. Possessed strong knowledge and ability to work efficiently with the Enterprise 123 system, indicating quick learning and software proficiency. Maintained strong product knowledge marketed by the company and utilized resources to best locate needed information, demonstrating research and information synthesis skills. Monitored team members' performance and recommended additional coaching and training for continued growth, highlighting dedication to team development. Expanded Core Competencies

Twenty (20) Years of Industry Expertise: Deep knowledge of Health (ACA), Life, Medicare, Annuities, and Ancillary products.

Call Center Leadership: Proven track record in managing inbound/outbound environments, overseeing overflow teams, and monitoring performance metrics using Nextiva and Enterprise 123.

Sales & Retention Strategy: Expert in consultative sales, needs assessment, and high-volume client retention within the insurance space.

Operational Excellence: Skilled in creating back-office support structures, developing training procedures, and ensuring regulatory compliance. License:

Life, Health, and Annuity - 1831720 (TX)

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