MESHA TWYMAN

• Serve as a strategic operational leader focused on agent development, performance management, quality
assurance, compliance oversight, and customer experience outcomes.
• Monitor agent performance across key operational metrics including productivity, quality, adherence, hold time,
after-call work, enrollment accuracy, and customer satisfaction.
• Analyze performance trends and implement targeted coaching plans to improve agent success, operational
efficiency, and business results.
• Conduct call evaluations and quality audits to ensure compliance with CMS regulations, Medicare sales
requirements, enrollment standards, and documentation expectations.
• Provide real-time coaching, performance feedback, and development support to strengthen sales effectiveness,
product knowledge, compliance adherence, and customer experience standards.
• Support onboarding, training reinforcement, mock call readiness assessments, and ramp-up activities for new
Medicare agents.
• Partner with leadership teams to identify process improvement opportunities, mitigate compliance risk, and
maintain audit readiness during AEP and peak business periods.
• Develop performance scorecards, coaching resources, and quality monitoring tools that improve accountability,
evaluation consistency, and leadership visibility into team performance.
• Foster a culture of accountability, engagement, recognition, and continuous improvement through structured
coaching and career development initiatives.
• Successfully coached underperforming agents to achieve and sustain performance expectations while mentoring
emerging leaders and supporting succession readiness.
• Improve overall team performance through data-driven coaching strategies, performance management, and
operational excellence initiatives.
Achievement Highlights
• Improved agent performance through targeted coaching, development planning, and performance management
strategies.
• Maintained high quality and compliance standards through comprehensive call auditing and corrective coaching.
• Reduced compliance risk by proactively identifying opportunities and reinforcing CMS and Medicare sales
requirements.
• Enhanced workforce readiness and agent preparedness during AEP through training support, mock call
evaluations, and performance monitoring.
• Increased agent engagement through recognition programs, coaching support, and leadership development
efforts.
• Created reporting mechanisms and performance tracking tools that improved operational visibility and
decision-m

• Analyzed client needs to provide tailored Medicare solutions, enhancing customer satisfaction and driving client retention. Maintained accurate client records and compliance documentation, supporting regulatory adherence and minimizing audit risks. Provided empathetic support to clients navigating Medicare options, ensuring a positive experience and building lasting trust. Streamlined the client onboarding process, significantly reducing processing time and improving overall client satisfaction. Educated clients on Medicare benefits, leading to informed decisions and a notable increase in enrollment rates. Fostered strong relationships with clients, enhancing trust and promoting long-term loyalty through personalized service.

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• Provided consultative Medicare sales support to prospective members, guiding customers through plan options, benefits, and enrollment processes while maintaining compliance with CMS regulations.
• Consistently delivered exceptional sales performance, achieving an 88.7% conversion rate and generating 200+ Medicare enrollments through effective needs assessments, relationship building, and solution-based selling.
• Demonstrated expertise in handling inbound inquiries, overcoming objections, educating customers on Medicare products, and driving enrollment growth.
• Maintained high standards for customer experience, enrollment accuracy, compliance, and documentation while supporting organizational sales objectives.
• Recognized for strong performance, customer engagement, and ability to build trust with Medicare beneficiaries resulting in sustained sales success.