Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Michael Hand

Solutions Manager
Carrollton,TX

Summary

Results-driven leader with extensive experience in Medicare, Life/Final Expense, and ACA operations, team management, and process improvement. Proven track record in leading cross-functional pilot programs that improved policy effectuation by 15%, coupled with hands-on expertise in training and coaching agents in Needs-Based Selling techniques to drive sales success. Skilled at managing high-volume workflows, having overseen the processing of over 32,000 ACA applications during peak enrollment periods while maintaining high standards of accuracy and compliance. Demonstrated adaptability and collaborative spirit through successful implementation of major CMS-driven process changes and close partnership with IT to pilot new technologies.


Brings a customer-focused leadership style, emphasizing agent development and operational efficiency, with a history of maintaining strong client retention and driving measurable business outcomes. Equipped to lead teams through change, foster continuous learning, and enhance performance in fast-paced, regulated environments. Ready to leverage deep Medicare knowledge, strategic vision, and hands-on management approach to contribute meaningfully to the growth and success of American Health Marketplace’s Medicare department.

Overview

11
11
years of professional experience
2
2
Certifications

Work History

Solutions Manager

American Health Marketplace
Fort Lauderdale, FL
03.2023 - Current
  • Promoted a culture of continuous improvement by encouraging team members to share ideas for enhancing solution offerings or streamlining operational efficiencies.
  • Analyzed daily KPI reports to optimize team performance, improving close rates through targeted coaching and process improvements.
  • Oversaw the production and processing of approximately 32,000 ACA applications during the 2023–2024 Open Enrollment Periods, ensuring accuracy, efficiency, and compliance under high-volume conditions.
  • Collaborated with the IT department as part of a pilot team to test and implement a new dialer system, Genesys, which was later adopted company-wide. Demonstrated cross-functional teamwork, and a proactive approach to embracing organizational change.
  • Supported upper management in navigating a major CMS-driven change to the ACA, which required a complete overhaul of our sales process. Played a key role in training agents on the new procedures and guiding them through the transition, demonstrating adaptability and leadership during organizational change.

Senior Benefits Consultant / Team Manager

GoHealth
Chicago, IL
04.2021 - 02.2023
  • Collaborated with department directors to foster a virtual team culture, reducing agent turnover by 12%, and improving morale.
  • Led a team selected for a Post-Sale Check-In pilot program, achieving approximately a 15% increase in policy effectuation. Took a hands-on approach to mastering the new process, enabling effective leadership through change. This success contributed to the development of GoHealth’s official CAREs team.
  • Emphasized agent development through targeted training and coaching focused on needs-based selling, with a strong emphasis on using tie-backs to reinforce value, and effectively close sales.
  • Maintained an 86% client retention rate as a sales agent, demonstrating strong relationship-building skills, and consistent customer satisfaction prior to promotion into management.

Life Insurance Agent

Mortgage Protection Consultant
Raleigh, NC
07.2020 - 04.2021
  • Proactively attended industry seminars upon obtaining a Life & Health license to build foundational knowledge, stay informed on market trends, and accelerate early career development.
  • Purchased and dialed cold leads to conduct outbound calls, successfully building a self-generated sales funnel, and developing strong prospecting skills.
  • Delivered client presentations via Zoom to effectively communicate and recommend tailored insurance solutions—including Life, Dental, Final Expense, and Accidental Death policies—based on individual needs.
  • Effectively identified and overcame client objections to achieve an 80% appointment to application close rate.

Head Bartender / Bar Manager

BJ's Restaurant & Brewhouse
Lewisville, TX
11.2014 - 04.2020
  • Trained new bartenders on drink preparation, product promotion, garnish presentation, and sanitation protocols to ensure quality service and compliance with health standards.
  • Awarded 2019 Bartender of the Year for the DFW/Central Texas region, demonstrating strong interpersonal skills, customer service excellence, and the ability to thrive in a fast-paced environment, prior to transitioning into insurance.
  • Selected for promotion to management and began training to become a Cicerone prior to the COVID-19 pandemic, demonstrating leadership potential, and a commitment to developing specialized expertise.
  • Managed a $60K liquor and beer inventory, consistently maintaining liquor costs between 12-15%, significantly below the industry average of 18-24%.

Education

High School Diploma -

Flower Mound High School
Flower Mound, Texas
05.2001 -

Skills

  • Consultative Sales

  • Presentation Skills

  • Team Management

  • Clear & Effective Communicator

  • Goal Oriented

  • Technology Savvy

  • Critical Listening Skills

  • Problem Solving

  • Rapport Building

  • Teamwork and collaboration

  • Multitasking Abilities

Certification

National Producer #19471605

Timeline

Solutions Manager

American Health Marketplace
03.2023 - Current

Senior Benefits Consultant / Team Manager

GoHealth
04.2021 - 02.2023

Life Insurance Agent

Mortgage Protection Consultant
07.2020 - 04.2021

Head Bartender / Bar Manager

BJ's Restaurant & Brewhouse
11.2014 - 04.2020

High School Diploma -

Flower Mound High School
05.2001 -

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