Summary
Overview
Work History
Education
Skills
Certification
Quote
Work Availability
Timeline
BusinessAnalyst
Jonetha Singleton

Jonetha Singleton

Killeen,TX

Summary

Ambitious Manager recognized for exceptional leadership skills and for exceeding sales goals. Excellent communicator and key contributor to hiring processes, maximizing highly-qualified candidates on teams. Self-motivated and driven to succeed. Offering 10 + years of service in Healthcare industry.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Sales Support Manager

eHealth Sales | eHeath, Inc
07.2021 - 03.2023
  • Assisting Supervisors in providing effective coaching and leading teams agents that are assisting callers and sales by properly screening calls to the correct department within the eHealth business
  • Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
  • Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
  • Developed solutions to sales challenges and maximized business opportunities.
  • Developed compelling presentation decks to gain approval for ideas and communicate results.
  • Implemented systems and procedures to increase sales.
  • Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
  • Managed a complete WAH teams

Assistant Call Center Manager

Kaiser CustomerService | Teleperformance, Sales | Teleperformance
03.2021 - 05.2021
  • Assisted with a major turnaround and drastic improvement in campaign performance
  • Assisting Supervisors in providing effective coaching and leading teams agents that are assisting callers with understanding with their Kaiser plans
  • Assist with managed quality assurance including on site evaluations, internal audits and customer surveys
  • Assisted in training new ACCM with Teleperformance and client requirements
  • Maintained business relationship with client Vendor Leadership team
  • Analyzed customer feedback to identify improvement opportunities and develop action plans.
  • Mitigated business risks by working closely with staff members and assessing performance.
  • Manage a complete WAH teams

Assistant Call Center Manager , EHealth Sales

Teleperformance
06.2019 - 01.2021
  • Assisting Supervisors in providing effective coaching and leading teams agents that are assisting callers with enrolling into Medicare Advantage and Prescription Drug plans
  • Assist with managed quality assurance including on site evaluations, internal audits and customer surveys
  • Assisted in training new ACCM with Teleperformance and client requirements
  • Maintained business relationship with client Vendor Leadership team
  • Led daily team meetings to review performance, set targets and motivate staff.
  • Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
  • Manage Brick and Mortar and WAH teams
  • Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
  • Implemented innovative service strategies to improve customer experience and engagement.
  • Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
  • Scheduled call center staff to meet operational needs whilst remaining under budget.
  • Developed quality employees within call center to take over leadership positions.

Supervisor

United HealthCare MA Sales
09.2017 - 05.2019
  • Took lead on managing up-trainings to strengthen employee knowledge and promote new leaders (coaches/ trainers) from within
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand
  • Adjusted agent schedules to keep pace with dynamic business needs, factoring in employee needs and concerns with client's demands
  • Introduced team contests and goals to enhance productivity and improve employee morale
  • Conducted scheduled and impromptu evaluations to assess work performance
  • Oversaw talented team of 3 Sales Coaches by actively communicating project information, remedying issues and delivering positive feedback.
  • Maintained database systems to track and analyze operational data.
  • Monitored workflow to improve employee time management and increase productivity.
  • Boosted team performance by developing customer service training materials and conducting service training.

Supervisor

Humana Medicare Customer Service|Teleperformance
06.2016 - 09.2017
  • Oversaw and optimized work of 20+ Web agents performing high-quality work
  • Conducted routine inspections (Burst and Agent Observation forms) of my team to ensure that we met the quality and compliance guidelines with established product specifications
  • Prepared, calibrated and monitored agent production to maintain top perfromance and consistently achieve daily targets
  • Mentored newly hired employees on product knowledge and tool usage to assist with setting all employees up for success
  • Introduced team contests and goals to enhance productivity and improve employee morale
  • Introduced Floor wide calendar and incentives to enhance and improve Campagin Culture.

Supervisor

Humana Pharmacy Sales | Teleperformance
01.2014 - 06.2016
  • Maintain and coached a team of 15+ agents on the polices and procedures of the campaign
  • Assisted Management with Incentives and fun activities for Campaign morale
  • Coached and up-trained agents on Quality standards and guidelines
  • Entrusted with corporate funds to purchase items and prizes for the campaign.

Education

No Degree - History

Sam Houston State University
Huntsville, TX

High School Diploma -

Harker Heights High School
Harker Heights, TX

Skills

  • Proficient with effective coaching process
  • Compelling Leadership Skills
  • Solution-oriented with exceptional critical thinking
  • Above Average proficiency with Microsoft Office
  • Excellent Communication Skills
  • Strong time-management and administration skills
  • Experienced in project development and oversight
  • Creative problem-solving
  • Information Updates
  • Effective conflict resolution
  • Self-motivated
  • Sales Process

Certification

  • Texas Licensed Insurance agent License # 2132521 - Active since Aug. 2019

Quote

When we can begin to take our failures nonseriously, it means we are ceasing to be afraid of them. It is of immense importance to learn to laugh at ourselves.
Katherine Mansfield

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Sales Support Manager

eHealth Sales | eHeath, Inc
07.2021 - 03.2023

Assistant Call Center Manager

Kaiser CustomerService | Teleperformance, Sales | Teleperformance
03.2021 - 05.2021

Assistant Call Center Manager , EHealth Sales

Teleperformance
06.2019 - 01.2021

Supervisor

United HealthCare MA Sales
09.2017 - 05.2019

Supervisor

Humana Medicare Customer Service|Teleperformance
06.2016 - 09.2017

Supervisor

Humana Pharmacy Sales | Teleperformance
01.2014 - 06.2016

No Degree - History

Sam Houston State University

High School Diploma -

Harker Heights High School

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