Summary
Overview
Work History
Education
Skills
Projects
Certification
References
Volunteer and Raise Awareness
Timeline
Generic

Gloria Rosa Lacaci

Miami,FL

Summary

Management and administration professional with over 36 years of distinguished experience focused on strategic planning, efficient process implementation and project management. Effective communicator and proven track record in driving operational excellence.

Overview

36
36
years of professional experience
1
1
Certification

Work History

Manager of Sales Administration

Humana
06.2021 - 05.2024
  • Report to 1 Regional Vice President, 5 Directors and work alongside 20 Senior Managers of Medicare Sales
  • Deliver comprehensive field and market support, leveraging omni-channel strategies to foster growth and enhance customer experience
  • Direct team of 13 Sales Support Representatives responsible for executing advanced administrative, operational, and customer support tasks.
  • Evaluated employee performance through regular assessments, providing constructive feedback and opportunities for growth
  • Managed budgets for Sales Administration department, ensuring resource allocation aligned with strategic objectives.
  • Oversee all procurement processes to ensure efficiency and compliance
  • Direct procurement of sales materials for sales team to support their activities
  • Enhanced inventory management systems to optimize order fulfillment and minimize back-orders
  • Worked closely with marketing department to create tailored promotional campaigns, driving heightened brand recognition
  • Collaborate closely with Humana Neighborhood Centers management team to synchronize sales support activities and establish achievable objectives
  • Foster talent development through feedback sharing, best practice dissemination, and retention strategies
  • Collaborate closely with Sales Integrity and Humana Legal teams to identify and rectify any process gaps or training needs for agents
  • Ensure compliance by implementing, communicating, and training on adherence to CMS marketing guidelines and Humana policies and procedures.
  • Generate and sustain reports by gathering data from various sources, including market comparisons and sales packages
  • Track sales including additional reporting functions such as commissions auditing and compliance requirements
  • Oversee handling of sensitive and confidential information with utmost discretion and adherence to security protocols.
  • Well-Being Champion

Administrative Assistant to Director of Sales

Humana
11.2005 - 06.2021
  • Organize shipments by preparing packages and scheduling pickup and courier services to ensure timely delivery
  • Engage with vendors, contractors, and professional service providers to receive orders, oversee activities, and convey instructions effectively
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
  • Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed for 250+ associates throughout Miramar and Puerto Rico Call Centers
  • Facilitated logistical arrangements for various programs, meetings, and events, encompassing tasks such as room reservations, agenda development, and calendar upkeep. Additionally, coordinated with subcontractors for venue selection, menu planning, material printing, and budget management
  • Oversee scheduling and coordination of appointments, meetings, and travel arrangements for 1 Director, 2 Associate Directors, and 11 Managers. This includes managing their work calendars, scheduling appointments, arranging meetings, and coordinating travel logistics such as booking airfare, accommodations, and ground transportation
  • Act as intermediary between department and property manager, facilitating exchange of information regarding tenant numbers, operating hours, emergency contacts, HVAC coordination, janitorial services, property events, and emergency response plans
  • Maintain Call Quality Tracking report for compliance allegations, collecting and submitting compliance allegations along with outcomes
  • Coordinate expedited repair and maintenance services for office equipment through vendor partnerships
  • Department Lead for volunteer events, campus events, and well-being initiatives
  • Direct sizable team of Well-being Champions and Advocates across all 6 Call Centers, offering mentorship and guidance to ensure their effectiveness in promoting employee well-being

Clerical/Administrative Assistant to Director of Sales

Sears, Roebuck & Company
09.1988 - 10.2005
  • Responsible for ensuring confidentiality of customer credit card accounts
  • Entered and updated Maintenance Agreement data in computer system
  • Addressed walk-in and phone customer inquiries
  • Researched validity of customer complaints/determining proper course of action
  • Empowered to provide restitution for service failures
  • Responsible for accurate reporting and communication to all levels of management, Human Resources and Training departments
  • Entrusted to plan, oversee, and manage company events and functions
  • Point person for maintenance, mailing, shipping, supplies, equipment, bills, and errands
  • Organize and schedule meetings and appointments.

Education

High School Diploma -

Miami-Sunset Senior High
Miami, FL
06.1987

Skills

  • Proficient in utilizing computer, smartphone technology, MS Office applications, including Word, Excel, and PowerPoint with understanding of CRM tools
  • Strong time management, deadline orientation, multitasking, project management, and leadership capabilities
  • Proficient in delivering clear and effective communication in both English and Spanish, both orally and in writing
  • Proactive and flexible with constructive mindset and strong emotional intelligence
  • Strong organizational, interpersonal, communication and presentation skills
  • Sales process optimization / Data Confidentiality
  • Sales Support / Customer Service
  • Budgeting / Financial Planning
  • Staff Training / Development
  • Team Recruiting / Onboarding, New Hire Onboarding, Employee Retention
  • Promotional Sales Events / Brand Marketing
  • Performance Evaluations / Goal Setting and Achievement Planning

Projects

Medicare Enrollment Applications Status Report- To improve the Medicare enrollment process by reviewing the current enrollment methods available, identifying issues, and taking corrective action. 

Quarterly Market Volunteer Week- a week where our actions transcend daily business, fostering connections that matter and an opportunity to showcase our collective strength and compassion, turning goals into impactful actions.

12ROW (12 Months of Rounding out Well-being) Monthly initiatives tying in one of our company values to an activity to help drive engagement.

Certification

License# W694250

LIFE INCL VARIABLE ANNUITY (0214) Current

HEALTH (0240) Current

References

  • Roberto Lasarte, rlasarte@humana.com, 502-301-1408
  • Angela Gunther, agunther@humana.com, 727-244-5169
  • Lucia Mendez, lmendez4@humana.com, 502-301-1442

Volunteer and Raise Awareness


• American Diabetes Association
• March of Dimes
• Feeding South Florida
• Veterans Outreach
• Voices for Children
• Nicklaus Children's Hospital
• Salvation Army
• National MS Society
• Smiles for Seniors

Timeline

Manager of Sales Administration

Humana
06.2021 - 05.2024

Administrative Assistant to Director of Sales

Humana
11.2005 - 06.2021

Clerical/Administrative Assistant to Director of Sales

Sears, Roebuck & Company
09.1988 - 10.2005

High School Diploma -

Miami-Sunset Senior High

Similar Profiles

CREATE PROFILE
Gloria Rosa Lacaci