Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Highly effective Management professional with over 10+ years of hands-on expertise managing processes that deliver high-level people management solutions, promote team development, and optimize workflow processes for fast-paced, nationally recognized companies. Areas of expertise include, Strategic Planning and Execution Problem-Solving Performance Management People Metrics & Reporting Organizational, Departmental Planning, Employee Relations, P&L Management, Recognition Programs,
Hi, I’m
YESSENIA JONES
Senior Manager
Concord,NC
Summary
Overview
12
years of professional experience
2
Certifications
Work History
GoHealth
Program Manager
03.2020 - Current
Job overview
- Promoted and spearhead leadership development, coaching sessions for effectiveness and career progression for management staff of 7 across 3 US locations.
- Accepted challenge to leverage cross-functional collaborations to conceptualize best-in-class trainings to ensure leadership and agents were prepared for critical season like Annual Enrollment and Open Enrollment.
- Developed strategy for Secret Shopper Program resulting in all BCBSM Medicare products obtaining Five Stars within 2 years and increasing revenue by over 30%+.
- Synthesized policies and procedures across 3 US location building internal SOPs for carrier campaigns, devising procedure interpretation and facilitating interactive trainings with 100% attendance rate
- Championed capturing unique employee experiences via contracting “skip level” meeting to survey, train and furnish people metrics to optimize innovation and deepen employee engagement.
- Showcased advanced change management acumen to guide leaders through organizational transitions including eliminating roadblocks and perpetuating an inclusive company culture.
- Established Intra-Training self-help Employee/Team Manager “Playbook” - instructional guide for new and tenured leaders assisting in daily deliverables, action planning, time management, and effective communication.
- Fostered professional relationships with Human Resource staff which improved relationship building, knowing how and when to have difficult conversations and training staff on HR practices and policies.
- Trained and developed staff of 12 trainers through T3 initiatives, capturing varied learning styles for optimal agent retention.
MARINE FEDERAL CREDIT UNION
MEMBER INTERACTION CENTER MANAGER
11.2019 - 03.2020
Job overview
- Appointed to drive performance management initiatives along with developing high-impact people solutions that generate superior business growth for highest revenue generating location in region.
- Crafted organization-wide training, pioneer employee engagement initiatives and build handbook policies and procedures to drive continuous improvement.
- Developed sales strategies to increase dollar gains from call center interaction with consumers, resulting in a 23+% increase in sales.
- Managed and trained team of 6 Leadership professionals promoting performance continuity through 1:1 coaching and development.
- Partnered with Senior Managers to organize and establish goals, strategic plans, and business initiatives to increase customer interaction and sales of ancillary financial products.
ALORICAJacksonville, NC
SENIOR PROGRAM MANAGER
07.2018 - 11.2019
Job overview
- Charged to cultivate trusting business relationships with multiple clients via strategic action plans that enhance workforce productivity.
- Collaborated with senior leadership to design standards, policies, and procedures to improve initiatives to address low performance, while elevating performance excellence.
- Curated data to measure goals and achievements and determine areas of improvement. This initiative simplified complex processes and made performance management the focal point improving retention 10%.
- Partnered with business leaders on weekly and monthly basis to execute scheduled improvement projects and programs, thus achieving 33%+ increase in financial performance and 95% operational success.
- Fortified HR operational processes, systems and data management improving efficiency and eliminating redundancies for quicker measurable gains and organizational effectiveness.
- Uncovered performance strengths and gaps of 10 + leaders designing career growth plans and comprehensive trainings skyrocketing their team performance scores by 20+% within 1 year.
24/7 IntouchAltamonte Springs, FL
SENIOR OPERATIONS MANAGER
03.2017 - 04.2018
Job overview
- Developed systems and procedures to improve operational quality and team efficiency.
- Monitored call center operations and ensured high quality of service by fostering an environment that included extensive training, coaching and performance evaluations. These practices improved retention rate to 75%, by implementing open door policy creating an approachable environment while resolving escalated employee issues in a timely manner.
- Partnered with leadership and identified call volume trends and maximized ways to improve qualifications
- Planned and prepared annual performance evaluations by forecasting budgetary needs for promotions and training initiatives to boost productivity and company morale
OPTUM - 5X'S PROMOTEDOrlando, FL
OPERATIONS MANAGER
02.2014 - 04.2017
Job overview
- Led hiring, onboarding of 12 Trainers and 400 agents training of new hires to fulfill business requirements across 7 sites
- Created and established strategic direction which included short-term and long term goals
- Lead teams to develop methodologies and managed operational standards, best practices and policies and procedures leading cost reduction and efficiency rate to 75%
- Partnered with sales teams to manage client expectations by outlining what is needed for successful client/product implementation
- Conducted trainings for 500+ employees and managers on weekly basis, as well as overseeing 12 course instructors, providing individualized referrals for continued skills development
- Forged partnerships with non-profit organizations, local businesses and universities to source talent and increase candidate pool
- Implemented first program to assist visually impaired, increasing community outreach and saving company $20k in labor cost
- Re-engineered training manual to enhance new hire retention and understanding of organization operational procedures.
Connextions
Client Services Manager
03.2013 - 02.2014
Job overview
Connexions
Team Manager
01.2013 - 03.2013
Job overview
Connextions
Site Trainer
05.2012 - 01.2013
Job overview
Connextions
Business Analyst
03.2012 - 05.2012
Job overview
Connextions
Medicare Sales Rep
09.2011 - 03.2012
Job overview
Education
DeVry UniversityOrlando, FL
Bachelor of Science (B.S from Technical Management
05.2006
University Overview
Florida Insurance CollegeLake Mary, FL
Certificate in Medicare Insurance SalesCertified Scrum Master
05.2009
University Overview
Think LouderOnline
Scrum Master from Agile
09.2022
University Overview
Skills
- UltiPro Microsoft Teams Google Suite Zoom PeopleSoft SAP Workday Kronos Jira
- Forecasting and Organizational Performance
- Sales and Marketing
- Presentation Creation and Delivery
- Collaborate Cross-Functionally Interdepartmentally
- Program Development and Management
- Program leadership
- Interpersonal Skills
- Multi-Operations Management
Certification
- Licensed Medicare Sales in NC - 06/2010- current
- Certified Scrum Master- 10/2022 - current
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Whether you think you can or whether you think you can’t, you’re right!
Timeline
Program Manager
GoHealth
03.2020 - Current
MEMBER INTERACTION CENTER MANAGER
MARINE FEDERAL CREDIT UNION
11.2019 - 03.2020
SENIOR PROGRAM MANAGER
ALORICA
07.2018 - 11.2019
SENIOR OPERATIONS MANAGER
24/7 Intouch
03.2017 - 04.2018
OPERATIONS MANAGER
OPTUM - 5X'S PROMOTED
02.2014 - 04.2017
Client Services Manager
Connextions
03.2013 - 02.2014
Team Manager
Connexions
01.2013 - 03.2013
Site Trainer
Connextions
05.2012 - 01.2013
Business Analyst
Connextions
03.2012 - 05.2012
Medicare Sales Rep
Connextions
09.2011 - 03.2012
DeVry University
Bachelor of Science (B.S from Technical Management
Florida Insurance College
Certificate in Medicare Insurance SalesCertified Scrum Master
Think Louder
Scrum Master from Agile
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