MARIO BUENDIA

The Inside Group Retiree Sales Supervisor is responsible for achieving results by providing frontline leadership, management and coaching to a team of telesales agents who are responsible for enrolling consumer prospect into UnitedHealthcare Medicare Solutions plans as well as Employer Group Retiree plans. Responsibilities include motivation, resource management, coaching and training of staff.

• Increased customer satisfaction by addressing and resolving client concerns efficiently.
• Achieved sales targets consistently through regular monitoring of team performance and adjusting strategies accordingly.
• Handled escalated customer issues promptly, ensuring timely resolution and high levels of client satisfaction.
• Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.
• Mentored sales team in applying effective sales techniques and delivering top-notch customer service.
• Supervised staff successfully, utilizing effective communication and dynamic interpersonal skills.
• Organized weekly team meetings to discuss progress, challenges, and opportunities for growth.
• Enhanced team productivity by creating a supportive work environment and providing ongoing feedback.
• Played an integral role in recruitment processes by interviewing candidates and guiding them through onboarding procedures upon hire completion successfully.
• Conducted regular performance evaluations, identifying areas for improvement and implementing necessary action plans.
• Collaborated with other departments to ensure seamless communication and smooth workflow across teams.

A for-profit managed health care company that ranks sixth in the United States on the Fortune 500. UnitedHealth Group offers health care products and insurance services and is the largest healthcare company in the world by revenue at $184 billion. UnitedHealth Group subsidiary companies together serve approximately 115 million individuals today.

As the Inside Sales Supervisor, I am responsible for achieving results by providing frontline leadership, management and coaching to a team of 20+ telesales agents who are responsible for enrolling consumer prospect into UnitedHealthcare Medicare Solutions plans.

• Coach and motivate agents to achieve or exceed sales targets with a focus on quality and compliance.
• Supervise the daily activities of the team by reviewing and analyzing calls/reports, assessing areas of opportunity, managing work assignments and assuring agents are providing a positive consumer experience.
• Develop staff by providing one-on-one coaching, conducting role plays and team meetings. Partner to deliver training and other opportunities of professional development for agents.
• Partner with peer leaders to build and maintain a positive culture within the organization. Provide and receive constructive feedback from/to peer leadership team.
• Coordinate department activities to ensure agents can sell with accuracy and efficiency.
• Identify compliance and quality improvements and initiate corrective actions.
• Participate in staff recruiting, selection, orientation and training.
• Identify issues, training needs and develop and maintain processes within the department.

A behavioral health company that provides best-in-class behavioral health solutions for regional and specialty health plans, employers and labor organizations and federal, state and local governments.

Managed a team of up to 19 call center agents in both office and virtual locations. Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment. Prepared work schedules & assigned specific duties. Conferred with the Assistant Vice President of Call Center Operations, organizations officials, and Program Directors as necessary. Prepared reports and communication for senior management and clients.

• Reduced staff turnover by 33% in one year by implementing several well received team and morale building programs.
• Led & managed transition of 85% of office staff to a virtual/remote setting.
• Performed call monitoring to ensure quality assurance and productivity standards were maintained.
• Managed call flow with up to 300 calls in queue per quarter hour.
• Assisted with establishing and implementing departmental policies, goals, objectives, and procedures.
• Identified staffing requirements, interviewed prospective candidates, made hiring decisions, and trained new hires.
• Coordinated services, processes, and protocols with departments across the organization.

A global payments technology company that connects consumers, businesses, financial institutions and governments in more than 200 countries and territories to fast, secure and reliable electronic payments.

Hired, developed, coached, supported, and mentored staff members in order to maximize employee performance. Participated, formulated, and led new hire and refresher training. Managed daily departmental production and the achievement of quality service standards. Created rigorous developmental plans and set goals for all support staff. Researched, calmed, and rapidly resolved client conflicts to prevent loss of key accounts.

• Managed a team of over 25 employees servicing over 500 financial institutions.
• Promoted from entry level position to Call Center Manager within 2 years from date of hire.
• Created a Rewards & Recognition program from the ground up for 150+ agents in order to properly reward, motivate, and praise top performers.
• Exceeded corporate target for customer satisfaction for 18 months in a row.
• Monitored upwards of 30 calls per week in order to coach and develop agents to maximize their knowledge and ability to service clients in a professional and informative manner.
• Ensured that both service level and budgetary targets were achieved.