BOLIVAR A. TORRES

• Advise clients on ACA marketplace insurance plans, conducting needs analysis to deliver tailored solutions.
• Achieve top 15% in sales performance, enrolling 50+ clients monthly.
• Build lasting client relationships, ensuring 95% satisfaction rates.
• Increased sales revenue with persuasive presentations of insurance products tailored to clients needs.
• Prepared and reviewed insurance applications to verify compliance in Health Sherpa.

• Guided clients through ACA insurance options, securing 200+ enrollments during open enrollment.
• Provided customized recommendations, improving client retention by 15%.
• Trained 5 junior agents on sales techniques and compliance standards.
• Strengthened client relationships through consistent follow-ups, ensuring timely renewals and retention.

• Promoted cybersecurity programs to prospective students, achieving 90% enrollment conversion rate.
• Ensured compliance with Department of Education guidelines, resolving 100+ inquiries weekly.
• Streamlined enrollment process, reducing application time by 25%.
• Collaborated with academic departments to match prospective students with appropriate programs of study.
• Assessed student interests and skills and provided strategic information about pursuing suitable courses.

• Managed retention department with oversight over KPI, CPA, ASA, and Call Abandonment
• Supported the offsite call center by sharing corporate metrics with call calibrations, weekly huddles, and coaching sessions with team leads
• Led training for agents to improve member satisfaction, professional growth, and HIPPA requirements
• Oversaw performance and hiring of agents at offsite domestic and overseas locations
• Monitored calls for three call centers, providing feedback to marketing departments and managers
• Led a team of 15 agents across 3 call centers, improving retention rates by 20% through KPI-driven strategies.
• Launched Quality Assurance Score Card, increasing service quality scores by 30%.
• Coached team leads via weekly huddles, reducing call abandonment by 10%.
• Provided Spanish translation services, enhancing accessibility for 25% of callers.
• Analyzed customer behavior and data to identify trends and develop customer retention strategies.

Supervised Agents in the FL and NY to ensure compliance with quality standards, deadlines, and protocols, addressing errors and issues promptly

• Collaborated with managers to uphold client service level CLA expectations by analyzing KPIs and metrics to effectively allocating staff.
• Provided guidance, identified training needs, and cultivated growth opportunities through weekly coaching sessions with team members
• Assessed employees' performance to make recommendations for appropriate personnel actions, including PIP’sand disciplinary measures.
• Acted as the primary point of contact for resolving technical challenges during project launch
• Managed intake Medicaid agents to guarantee accuracy in processing Medicaid applications
• Managed 20+ agents, achieving 98% compliance with service level agreements.
• Analyzed metrics to optimize staffing, cutting average speed to answer (ASA) by 24 seconds.
• Acted as Manager on Duty, resolving 50+ escalated issues monthly.
• Streamlined training modules for new hires, leading to significant reduction in onboarding time.