Thomas R. Zack
Columbus,NC
Summary
Accomplished in driving a 210% increase in Medicare Supplement sales at Humana, I excel in regulatory compliance and sales strategy. My background with Health Plans of North Carolina showcases my adeptness in customer relationship management and health insurance expertise, making significant contributions to market analysis and lead generation.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Broker Relationship Executive (BRE)
Humana
Louisville, USA
04.2023 - Current
- 210% increase in Medicare Supplement sales in my territory (Northeast/Midwest) for 2025 AEP ytd
- Medicare Supplement Specialty BRE, contacting agents and brokers via phone, email and webinar presentations; consistently praised as excelling in Humana’s Green Glove Quality service standards
- Regularly meet and escalate issues to Sales Channel VPs for growth and process improvements
- Compliant and competent on Medicare Advantage, Part D Rx/PDP, and ancillary plans
Licensed Health Insurance Agent
Health Plans of North Carolina
Charlotte, USA
10.2023 - 04.2024
- (Remote) Appointed with nine carriers (U65/ACA), and five carriers for Medicare; also dental, vision & life
- Marketing & servicing leads via Inbound/outbound calls, email, and texting; focused on high customer satisfaction using my insurance expertise and compliance to gain referrals & to keep lifetime relationships
- Selling in peak seasons but priority is finding the executive role and can stop selling if a conflict of interest
Assistant Retail Sales Manager
Carolina Blue (BCBSSC)
Greenville, USA
10.2021 - 09.2023
- Managed five direct report sales agents (Greenville Retail Center); email/mass mail marketing effort & efficient sales style resulted in being only retail store to make sales goal in 2023 (also up 13% from 2022)
- Led daily gap sales/trend training on overcoming objections, compliance, and asking for the sale
- Reshaped the department’s agent Quality measures, focusing on efficiency, accuracy, and consistency
- Oversaw changes to mode of operations document and led the staffing effort for the team (HR functions)
Compliance & Performance Analyst (QA Lead)
Guidewell Connect/Florida Blue (BCBS of FL)
Jacksonville, USA
05.2015 - 09.2021
- Award winning Analyst of QA calls/chats; hosted calibrations with several clients: Florida Blue, Premera Blue Cross, Capital Blue Cross, Blue Choice South Carolina, and AmeriHealth NJ
- Was main liaison working directly with the Client Manager, Marketing & Training, and issued QA trend reports for sales executives; also trained temporary staff to help us audit agents at peak sale seasons
- Presented and gap trained agents in sales techniques, compliance, proper workflows, and QA definitions; created QA definitions after compiling input from executives, trainers, and clients for key metrics
- Began career as a sales representative before being promoted to Quality in 2015; sold health, life, dental, and indemnity insurance (individual and small group); achiever of high sales in a compliant manner
Departmental Analyst
State of Michigan/Office of Retirement Services
Dimondale, USA
08.2006 - 08.2011
- Compiled cost reports showing claim utilization for health, dental, and vision claims for self-paid large group insurance system (Medicare and Under 65); validated all invoices to ensure proper payment
- Identified a $1.8 million recovery of BCBSMI overbilling to the Michigan Public School Retirement System, based on Medicare Advantage rates vs
- Medicare Supplement rates according to the health plan contract
- Acting liaison with all insurance vendors; tracked vendors’ compliance compared to contractual agreements, including quarterly compliance of service level agreements; helped with health plan design
- State of Michigan Certified Project Leader: on 2011 Verification of Coverage initiative and 2010 overhaul of Quality Assurance metrics for call center, correspondence, and online chats with customers
- Accounts Receivable project leader identifying over $1 million in overpaid pensions after the death of retirees; created new collection procedures (three letters before sending to the MI Dept
- Of Treasury)
- Quality Analyst for representatives after being the classroom trainer (5-week module) for pension/insurance for retirees of State Employees, Public School employees, State Police, and Judges
Analyst, Management Information and Reporting
Blue Cross Blue Shield of Michigan
Lansing, USA
01.2006 - 08.2006
- Analyzed insurance operations data and made recommendations for new processes in the Information Technology and Operations division in Southfield, MI; reports and assignments served the operational VP
- Collected ad hoc data, audited ytd performance and spending, created reports, and analyzed trends to make recommendations for more efficient and accurate performance, specifically regarding budgeting and administrative unit cost effectiveness of Operational areas; presented results to the area Managers
Call Center Team Leader I (Supervisor)
Blue Cross Blue Shield of Michigan
Southfield, USA
06.2003 - 01.2006
- Prior to being an Analyst, was the Supervisor of the customer service call center in Lansing, MI; managed 18 direct reports handling over 200,000 health, dental, vision, and prescription call related calls annually
- Initiated efficiency workflow changes that reduced total call handling time average by 20% compared to before I took the role, by benchmarking employee habits, verbiage, speed, and sharing best practices
- Had final say on Quality audits (pass/fail) and took pride in working with employees in tandem for improvement on Quality, production, attendance, and employee engagement
Education
M.P.A. - Health Care Emphasis
Western Michigan University
Kalamazoo, MI08.2005
B.A. - English
Western Michigan University
Kalamazoo, MI12.1998
Skills
- Sales strategy
- Regulatory compliance
- Health insurance expertise
- Market analysis
- Lead generation
- Customer relationship management
Certification
Health Insurance, FL, NC, SC, 01/01/11, 01/01/21, 01/01/21
Educationcertification
- M.P.A., Health Care Emphasis, 08/01/05, Western Michigan University, Kalamazoo, MI
- B.A., English, 12/01/98, Western Michigan University, Kalamazoo, MI
Professionalcorecompetencies
- 10 years of management experience combined in call center/sales/health insurance/customer service/retail
- 24 years insurance contact center excellence as Manager, Analyst, Quality, Trainer, and Representative
- QA project leader, trainer, and evaluator for inbound calls, message board, walk-ins, and correspondence
- Executive-level operations & budget reporting and analysis based on Quantitative Management principles
- Microsoft Excel, Access, PowerPoint, Outlook, Project, and Word proficiency; used Intranet, Verint, Siebel, Sapphire, Salesforce, Five9, AccessBlue, IST/Sales Connect, and Velocify (extensive CRM knowledge)
- Auditing expertise regarding organizational spending ytd variance, scheduling, and attendance/payroll issues
- Excellent oral and written communication skills, with extensive seminar experience with small and large groups
- Strong Human Resource functionality with multiple organizations (interviewing (solo or panel), hiring, reference checks, monthly/annual performance reviews, payroll, and administering formal discipline (policies & procedures)
Timeline
Licensed Health Insurance Agent
Health Plans of North Carolina
10.2023 - 04.2024
Broker Relationship Executive (BRE)
Humana
04.2023 - Current
Assistant Retail Sales Manager
Carolina Blue (BCBSSC)
10.2021 - 09.2023
Compliance & Performance Analyst (QA Lead)
Guidewell Connect/Florida Blue (BCBS of FL)
05.2015 - 09.2021
Departmental Analyst
State of Michigan/Office of Retirement Services
08.2006 - 08.2011
Analyst, Management Information and Reporting
Blue Cross Blue Shield of Michigan
01.2006 - 08.2006
Call Center Team Leader I (Supervisor)
Blue Cross Blue Shield of Michigan
06.2003 - 01.2006
M.P.A. - Health Care Emphasis
Western Michigan University
B.A. - English
Western Michigan University
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