Dynamic and results-driven Director of Operations and Sales with over a decade of experience in optimizing business processes, leading cross-functional teams, and driving significant revenue growth. Proven ability to reduce operational costs, increase efficiency, and maintain compliance in high-pressure environments. Adept at strategic planning, technology integration, and fostering sustainable client relationships. Recognized for exceptional leadership and communication skills, with a track record of exceeding performance goals and enhancing team productivity. Passionate about contributing to organizational success through innovation and continuous improvement.
Hi, I’m
Amanda Lussier
Tampa,FL
Summary
Overview
12
years of professional experience
1
Certification
Work History
Bloom InsuranceBloomington, IN
Director Medicare Sales
07.2022 - 08.2024
Job overview
- Oversaw daily operations for the Medicare sales vertical, including brokerage-style sales, health activation, and post-enrollment activities, driving a 15% increase in overall efficiency.
- Executed cross-functional operating plans linked to annual budgets, monthly forecasts, and performance goals, exceeding goals by 12% annually.
- Managed a team of up to 250 employees across 11 unique lines of business, achieving improvement in team productivity/occupancy over 90%.
- Led the Post-Enrollment Health Activation Suite, increasing the launch rate to 92% and achieving a 94% completion rate by January 2023.
- Partnered with product teams to implement OMNI (digital) outreach, reducing spend by 27% while increasing output by 18% with 10% fewer staff.
- Established and led a risk-based vertical specific to PDP-Cross sell partnerships, contributing to a $4.5 million P&L (excluding post-enrollment activities). Overseeing budget control, project management, and resource allocation. Total portfolio oversight upwards to 7+ million.
- Identified and developed sustainable relationships with 20 key accounts at both strategic and tactical levels, resulting in a 22% increase in client retention.
- Generated and reviewed reports to assess performance, adjusting workflows to ensure targets and business goals were consistently met, improving KPIs by 18%.
- Reviewed and analyzed management reports while providing P&L control, maintaining a 95% accuracy rate in financial reporting/billing.
- Led continuous improvement initiatives aimed at optimizing operational efficiency within the planning function, reducing process time by 15%.
- Developed and implemented process improvement strategies to enhance efficiency and productivity, resulting in a 22% reduction in operational costs.
- Advocated on behalf of client stakeholders to make changes and introduce initiatives to achieve superior account performance.
- Mined and analyzed data from company databases to drive optimization and improvement of value proposition, product development, marketing techniques and business strategies.
BenefyttTampa, FL
Director Operations & Quality
01.2017 - 09.2022
Job overview
- Improved office operations by automating client correspondence, record tracking, and data communications, resulting in a 30% increase in efficiency and a 40% reduction in manual errors.
- Analyzed and solved multifaceted problems affecting executive leaders and business initiatives, reducing issue resolution time by 36%.
- Drove the implementation of Speech Analytics software, which automated office operations, decreased monthly spend by 24%, and increased output by 30%.
- Managed the audit process for nine National Carriers, ensuring a 100% compliance rate and passing all audits without discrepancies.
- Developed and ensured the implementation of enterprise compliance policies and procedures throughout the organization, leading to a 35% improvement in compliance adherence.
- Analyzed performance metrics and implemented changes as needed, optimizing results and improving key performance indicators (KPIs).
- Built on the existing team's skills and capabilities to shape the organizational structure, deliver financial targets, and maximize the member experience, resulting in a 20% increase in Sales year over year.
- Coordinated sales meetings to discuss targets, marketing campaigns, and strategy improvements, leading to a 35% increase in target achievement.
- Worked closely with operational areas supporting the Medicare division, ensuring optimal service levels to potential and existing members, as well as key stakeholders and brokers, improving service response time.
- Developed sales strategies based on research of consumer buying trends and market conditions during varying seasons, resulting in a 27% increase in seasonal sales.
- Documented processes and drafted SOPs to comply with regulations and company policies, which improved compliance adherence by 70%.
- Formulated and presented innovative strategies to team members, executives, and customers, building the foundation for successful sales plans that increased sales.
- Defined and owned all operational costs and targets within the P&L, achieving a 10% reduction in operational expenses.
- Managed through four acquisitions, filling open roles and building a team while meeting quotas, resulting in a 87% retention rate of key talent.
- Utilized CRM systems effectively for managing leads, tracking communications history, and generating reports, increasing lead conversion rates by 10% with in the first year and 6% year over year.
- Led a team of sales professionals, providing coaching and training as needed, which resulted in an improvement in team performance and increase in sales productivity.
HealthPlanOneTampa, FL
Broker
01.2016 - 01.2017
Job overview
- Interacted with the Senior Population and conducted presentations via phone
- Contacted policyholders to explain policies, analyze insurance options and suggest changes and additions to the current coverage suite
- Explained advantages, disadvantages, and features of policies to promote sales of medicare plans.
- Reached out to existing clients regularly to discuss potential adjustments in coverage due to life events or changing needs.
- Maintained confidentiality of client personal details by adhering to company regulations and requirements.
- Earned “Rookie Broker of the Year”. 120+ polices sold in AEP
- Conducted thorough research on various insurance products to stay current on industry trends.
- Met and consistently exceeded monthly and quarterly insurance sales goals through detailed product and service knowledge.
- Prospected and scheduled quota of new client appointments per week.
- Explained different options to prospective clients and recommended suitable insurance policies.
- Responded to customer inquiries and issues, maintaining sound sales practices.
- Collaborated with colleagues to reach business goals, maximize leads and generate sales opportunities.
- Established strong customer relationships with regular outreach and follow-ups to maintain a high satisfaction rate.
Humana
Sales/ Peer Mentor
01.2013 - 05.2015
Job overview
- Assisted clients with finding ideal polices by assessing needs, requirements and budget.
- Advised and informed prospective clients on current benefits that are available to them.
- High attention to detail to present solutions to beneficiary's needs.
- Sold policies ethically when it was in the best interest of the Client.
- Displayed consistent, positive attitude towards customers, peers and other personnel, even during high stress situations.
- Upsold additional products and services such as Dental, Vision and Hearing.
- I ran the Peer Mentor program for my team ensuring the new hires were pacing themselves through the self-taught new hire training.
- Developed mid-training check-ins and facilitated training workshops to solidify concepts into real scenarios.
Education
Johnson & Wales UniversityMiami, FL
Bachelor of Science - Fashion Merchandising, Retail Marketing Management
05.2009
University Overview
- Member of CAB ( Campus Actives Board)
- Elected to the Service & Education Event chair for the Student board @ Johnson & Wales University 2006-2007
- Dean's List 2007 & 2008
Skills
- Operations Management
- People Management
- Account Management
- Business Development
- Organizational Development
- Strategic planning and execution
Additional Information
Additional Information
Active Member of the Meals on Wheels program in Tampa Bay.Certification
- Life and Health Insurance License- FL: 2-15 Department of Insurance.
Languages
English
Native or Bilingual
Software
Sunfire
Salesforce
Five9
ThinkAgent
Microsoft Suite
InContact
Affiliations
Affiliations
- Meals on Wheels Tampa Bay
Timeline
Director Medicare Sales
Bloom Insurance
07.2022 - 08.2024
Director Operations & Quality
Benefytt
01.2017 - 09.2022
Broker
HealthPlanOne
01.2016 - 01.2017
Sales/ Peer Mentor
Humana
01.2013 - 05.2015
Johnson & Wales University
Bachelor of Science - Fashion Merchandising, Retail Marketing Management
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