Yancy Perry

Launched a Customer Service Team allowing us to handle 3x the volume with same level of staffing. Worked with our Telephony Team to develop intelligent call routing for our BackOffice teams. After three months of improving and introducing new processes, my team was responsible for a positive revenue adjustment of 1 Million Dollars. Successfully offshored a portion of our team resulting in an increase in efficiency and cost savings. Worked with our Product Development team to build a fully functional Agency Management System. Introduced system automation to increase efficiency and data accuracy. Introduced over 20 Print and Email Retention Campaigns, resulting in an increase in retention by 7-10 points depending on department. Managed our Lead Generation Team, resulting in our highest converting and most valuable lead source during AEP 2021. Managed our Licensing & Appointment department (Life, Health, Property, and Casualty) for the entire Agency.

I manage three teams that are responsible for growing and retaining our Book of Business. I manage a Fulfillment team that is responsible for following applications (MAPD, PDP & Supplement) until their become active policies. We correct application errors to ensure fulfillment. We handle beneficiary inquiries about benefits and concerns. We rewrite policies if necessary to ensure fulfillment. I manage a Welcome Team that handles all beneficiaries after they have enrollment in a policy with our agency. They confirm information for accuracy and set expectations for what will happen next. I manage a Retention Team that handles our outreach efforts. They follow up with our current Book of Business to ensure a smooth transition after their policy has gone into effect. I handle all commissions for our Medicare Sales Team. I look at our policy issue rates on a monthly basis and adjust process if needed to ensure maximum policy issue rate.

I coordinated our Medicare Compliance department. I supervised multiple Sales Compliance Analysts that listed to calls for our Medicare Sales team. I implemented and automated reporting for our compliance program to ensure compliance with CMS, Brand Partners and Clearlink. I created numerous new hire trainings for our compliance department. I tracked all write ups and complaints received. I completed multiple audits for our marketing team, so we can better market during AEP in the future.

I helped support a business team of 80+ B2B sales executives. I graded calls to ensure compliance with Clearlink and numerous brand partners. I helped drive sales, conversion and attachments. I met with brand partners frequently to ensure we continued to meet and exceed goals.