Otis Boone II
Staten Island
Summary
Operations and sales leader with expertise in developing customer acquisition strategies and enhancing team performance. Specializes in crafting measurable sales processes, utilizing data-driven insights to drive significant growth in conversion rates and customer satisfaction.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Resource Consultant
Community Access, Inc
New York
03.2025 - Current
- Facilitated participation of 30 individuals in a self-directed mental health recovery program.
- Developed personalized recovery goals to assist participants in life changes and reduce intensive psychiatric intervention frequencies.
- Monitored stipend fund expenditures to ensure compliance with New York State regulations.
Operations Manager, Client Engagement
Uno Health
New York
09.2021 - 06.2022
- Transformed severely underperforming call center sales team via scripting revision, specific team and individual sales training – focusing on consultative methods and identifying “buying signals”
- Utilized SQL to create KPIs and track metrics to create department performance reports and dashboards for agents, vendor SLA compliance, and the C-suite; identify sales process successes and impediments, and track agent performance and identify coaching opportunities
- Developed department and company Standard Operating Procedures to ensure consistent experience and expectations – ranging from call processing “rules” to attendance policies
- Led multidepartment committee establishing call and correspondence Quality Assurance guidelines and commission and bonus eligibility
- Created team and personalized trainings – via call reviews and general Q&A – centered on increasing sales and customer service literacy and compliance with Vendor SLA and regulatory requirements
Director of Sales – Consumer Insurance
White Swan, Inc
New York
05.2020 - 02.2021
- Collaborated with Founder and CTO on creating and designing user experience journey for selling whole and universal life insurance online
- Created sales funnels for three service lines: knowledgeable consumers, financial planners and "new to insurance" consumers to customize the self-service quote experience and maximize conversions
- Led project to guide website build to ensure compliance with state and federal insurance disclosure and online payment transaction regulations
- Sourced and closed agreements with fee-only financial planners to both market website and receive direct consumer referrals
Ops Manager for Sales & Customer Success (Property Insurance)
Young Alfred, Inc.
New York
01.2018 - 12.2019
- Created customer acquisition and retention process using email and chat to increase sales conversion rates and reduce call volumes
- Developed department sales and operating plan for new customer acquisition and existing customer retention
- Recruited and trained new hires; managed annual and ongoing customer training for legal and contractual compliance
- Forecasted production and conversion rates via 15 Five, ZohoCRM, and Excel
- Achieved 20% quarter-over-quarter growth – which led to $10 million Series A investment (Sept 2019)
Senior Client Service Manager, Life & Health Insurance
PolicyGenius, Inc.
New York
02.2015 - 01.2017
- Led team that increased life insurance policy acceptance (in force) from 30% in April 2015 to 55% by Oct 2016
- Created and implemented new hire training programs
- Developed sales and customer service strategy that doubled life insurance application submissions
- Monitored KPI and Agent performance via Chartio
- Recruited Agents via Angel List
- Collaborated with Engineering to develop customer-facing quoting and application interface/UX
Skills
- Customer acquisition
- Sales strategy development
- Sales training
- Quality assurance processes
- SQL reporting
- Team leadership
- KPI tracking
Certification
- New York Life & Health License, 08/01/23
Timeline
Resource Consultant
Community Access, Inc
03.2025 - Current
Operations Manager, Client Engagement
Uno Health
09.2021 - 06.2022
Director of Sales – Consumer Insurance
White Swan, Inc
05.2020 - 02.2021
Ops Manager for Sales & Customer Success (Property Insurance)
Young Alfred, Inc.
01.2018 - 12.2019
Senior Client Service Manager, Life & Health Insurance
PolicyGenius, Inc.
02.2015 - 01.2017