Hi, I’m
Melissa Delgado
Director Sales and Retention
Brooksville,FL
Summary
Goal-oriented leader with distinguished experience in the sales and retention healthcare industry. Proven leadership abilities and an expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent.
Overview
24
years of professional experience
Work History
HealthPlan Services Wipro
Director of Sales and Retention
09.2014 - Current
Job overview
- Manage day to day operation for Sales, Retention, Broker Support, and HUB Call Center for 100 to 150 employees
- Ensure all contractual service levels and KPIs are met or exceeded
- Safeguard quality and compliance standards
- Oversee various Retention campaigns to build customer loyalty
- Collaborate with carrier partners on driving customer and broker loyalty
- Key partner with carriers in overall development of programs
- Monitor team licenses and appointments for compliance requirements
- Collaborate with upper management to implement continuous improvements and exceed team goals
- Coordinate staff sales meetings to discuss developmental strategy, best practices and process improvements
- Monitor sales team performance, analyzed sales data and reported with key leadership
- Manage cross-selling campaigns
- Ensure coaching and promotion of high-achieving sales employees to fill leadership positions
- Work diligently to resolve unique and recurring complaints, promoting loyalty and enhancing operations
- Monitor and coordinated workflows to optimize resources
- Work closely with account management teams to understand customer needs and requirements
- Collaborate with marketing teams to help sales campaigns reach target audiences
- Recruit, interview and hire employees and implemented mentoring program to promote positive feedback and engagement
- Collaborate with upper management to implement continuous improvements and exceed team goals
HealthPlan Services Wipro
Manager of Retention Services
03.2011 - 09.2014
Job overview
- Led Retention team to ensure renewal goals were met or exceeded
- Executed various Retention campaigns including cross sales
- Nurtured licensed associates for optimal performance
- Maintained various reports and dashboards
HealthPlan Services
Billing and Enrollment Supervisor
05.2009 - 03.2011
Job overview
- Supervised a team of 20 agents
- Managed and developed agent performance
- Developed and led team huddles on quality and performance
- Assisted with process development and documentation
- Conducted interviews for potential candidates
- Assisted with administrative tasks such as timecard processing for team
HMA Springhill Regional Hospital
Registration Supervisor
05.1999 - 05.2009
Job overview
- Led day to day operation for registration staff
- Managed scheduling of 24 hour coverage
- Developed new hire and on going training for staff
- Assisted Director with back end business office needs such as calculating bad debit reports
- Collaborated with other departmental leaders for ensuring best patient experience
Education
Suffolk Community CollegeBrentwood, NY
Associate of Arts from Paralegal Studies
St. John The Baptist HSWest Islip, NY
06.1993
Skills
- 2-15 Licensed (Health, Life, Annuit)
- Regional Sales and Support
- Client Base Retention
- Partnering and Relationships
- Sales Records Management
- Business Objective Analysis
- Team Recruiting and Onboarding
- Budgeting and Expenditures
- Proficient with Office 365 & Salesforce
Accomplishments
- Jan 2020 Awarded Manager for the Year
- 2022 Active Renewal Rate 8 Points higher for members who contacted Retention Call Center – Individual business
- 2022 Termed Population 4.5 Points lower for block who utilized Retention Call Center – Individual business
- 2022 $1.4M Saved in Annualized Premium as result of Termination Retention Campaign – Individual business
- 2022 $526K Individual Dental Cross Sales
- 2022 95% Retention Rate for HUB Agency business
- 726K Dental and Vision Sales – HUB Agency business
- 1.9K Medical – HUB Agency business
- 2022 Successfully managed Broker Support Call and Processing center with 700% unexpected growth in broker base
Timeline
Director of Sales and Retention
HealthPlan Services Wipro
09.2014 - Current
Manager of Retention Services
HealthPlan Services Wipro
03.2011 - 09.2014
Billing and Enrollment Supervisor
HealthPlan Services
05.2009 - 03.2011
Registration Supervisor
HMA Springhill Regional Hospital
05.1999 - 05.2009
Suffolk Community College
Associate of Arts from Paralegal Studies
St. John The Baptist HS
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