Josue Balboa
Mercedes
Summary
Dynamic operations and customer experience leader with over 18 years of proven success in telecommunications, federal contracting, and insurance sectors. Expertise in driving sales conversions, enhancing customer retention, ensuring regulatory compliance, and optimizing operational efficiency through strategic data-driven coaching and KPI management. Demonstrated ability to lead large, multi-functional teams, effectively resolve complex escalations, and successfully launch new operational sites nationwide and currently licensed in Health, Life, Accident, and HMO insurance while actively pursuing a Bachelor's degree in Organizational Leadership to further enhance leadership capabilities.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Licensed Insurance Agent (Seasonal OEP)
TTEC — Independence Blue Cross
06.2025 - 12.2025
- Advised members on compliant health plan choices, executing enrollment procedures with precision to maintain adherence to HIPAA and PHI requirements.
- Ensured adherence to sales quality and compliance benchmarks to enhance operational efficiency in a high-volume setting.
- Resolved intricate member inquiries to enhance customer satisfaction through strong product expertise and empathetic communication.
- Provided mentorship to new agents during onboarding and early production to accelerate skill development and improve overall outcomes.
- Instructed clients on insurance products and services to facilitate informed decision-making.
- Led regular client follow-up initiatives to strengthen retention and satisfaction.
Retention & Sales Leader (Ramp Site / Temporary)
Spectrum
03.2024 - 10.2024
- Implemented targeted coaching strategies and provided real-time feedback to drive substantial improvements in mobile and internet sales performance.
- Enhanced mobile sales conversion from 23% to 44% through implementation of structured upselling education and KPI governance.
- Facilitated regular performance evaluations with agents and supervisors to enhance service quality and accountability.
- Developed and executed engaging presentations focused on sales science to effectively onboard new hires and equip frontline leaders with essential skills.
- Communicated frequent performance updates to site director and VP to enhance decision-making through data-driven insights.
- Directed sales team to surpass revenue targets by implementing innovative strategies and delivering effective training programs.
- Analyzed market trends to identify new business opportunities and inform strategic decision-making.
Supervisor of Operations
Maximus Federal
12.2022 - 03.2024
- Provided assistance to schools and libraries in navigating funding applications for FCC E-Rate program to ensure compliance and maximize funding opportunities.
- Monitored and verified compliance with federal regulations and quality requirements to ensure documentation integrity.
- Developed and implemented strategies to reduce overhead expenses, contributing to overall financial efficiency.
- Oversaw candidate interview processes and conducted thorough resume assessments. Guided new hire and supervisor onboarding initiatives to enhance team integration.
- Supervised daily activities, ensuring adherence to safety protocols and quality standards.
- Developed training programs for new hires, improving onboarding experience and retention rates.
Supervisor
DISH
10.2006 - 11.2022
- Led large-scale, multi-department contact center operations supporting sales, retention, escalations, training, and workforce functions, with responsibility for supervisor development, KPI performance, and customer experience outcomes.
- Managed customer service KPIs to improve quality, retention, and operational efficiency.
- Handled high-level escalated customer cases, ensuring effective resolution and customer satisfaction.
- Led hiring, training, coaching, and development of supervisors and frontline leaders.
- Produced detailed reports on operational trends, risks, and service performance.
- Held leadership roles across retention, sales, escalations, commercial operations, training, nesting, and workforce management.
- Traveled approximately 30% to support national site launches and operational ramp-ups.
Education
Bachelor of Science - Organizational Leadership
Purdue Global University
05-2028
Business Administration
Southwestern University
Waxahachie, TXHigh School Diploma - undefined
Harlingen High School South
Harlingen, TXSkills
- Team leadership
- Performance metrics evaluation
- Regulatory Compliance (FCC, HIPAA, PHI)
- Customer retention strategy
- Effective sales conversion
- Training, Coaching & Talent Development
- Data Reporting & Business Insights
- Escalation & Conflict Resolution
- Remote & Onsite Team Supervision
- Insurance product expertise
- Insurance sales expertise
Accomplishments
- Increased mobile sales conversion from 23% to 44% at Spectrum through targeted upselling strategies and performance coaching.
- Reduced operational overhead by 15% at Maximus Federal by implementing cost-saving and process improvement initiatives.
- Mentored and developed 50+ supervisors and agents, strengthening leadership pipelines and long-term team performance.
- Led and supported multi-site teams ranging from frontline agents to supervisors, influencing performance for hundreds of employees.
- Supported national expansion and site launches in El Paso, Las Vegas, Queens, and Tulsa.
Certification
- Texas Department of Insurance — Health & Life (HMO) License NPN: 21650869 | License #: 3360481 | Expires: 2027-10-31
- Pennsylvania Department of Insurance — Accident & Health License NPN: 21650869 | License #: 1270359 | Expires: 2027-10-31
LANGUAGES
English — Fluent
Spanish — Fluent
Timeline
Licensed Insurance Agent (Seasonal OEP)
TTEC — Independence Blue Cross
06.2025 - 12.2025
Retention & Sales Leader (Ramp Site / Temporary)
Spectrum
03.2024 - 10.2024
Supervisor of Operations
Maximus Federal
12.2022 - 03.2024
Supervisor
DISH
10.2006 - 11.2022
Business Administration
Southwestern University
High School Diploma - undefined
Harlingen High School South
Bachelor of Science - Organizational Leadership
Purdue Global University