Takesha C. Thomas

• Directed and managed a high-performing team of insurance verification and scheduling support specialists to ensure compliance and accuracy.
• Partnered with Data, Clinical, and Product teams to identify inefficiencies and implement process improvements, reducing downstream friction and improving overall operational efficiency
• Conducted comprehensive data analysis to inform strategic decision making.
• Executed quality assurance and live monitoring processes to enhance agent development
• Oversaw scheduling operations, including appointment management, rescheduling, slot optimization, and insurance verifications.
• Assisted in developing and tracking key performance indicators. Supported process improvements to enhance efficiency. Promoted a culture of accountability and ongoing development.
• Resolved escalated member concerns promptly and empathetically to improve satisfaction levels.
• Oversaw team performance management and addressed personnel challenges. Fostered staff development through targeted training initiatives and ongoing feedback. Partnered with colleagues to strengthen team dynamics and collaboration.

• Oversaw management of over 100 client files from inception to completion, ensuring seamless communication with high-profile clients including NFL, NBA, MLB, PGA, NASCAR executives, doctors, lawyers, and celebrities.
• Verified broker license E&O status and commission rates to ensure precise broker payments.
• Executed comprehensive analysis, auditing, and reconciliation of financial reports for assigned accounts.
• Implemented innovative strategies to enhance training processes and optimize resource center structure.
• Facilitated collaboration with executive management, account executives, and market partners to secure competitive rates and establish underwriting requirements.
• Led comprehensive proofreading and proposal review initiatives, ensuring clarity and accuracy.
• Addressed billing and delivery discrepancies to ensure client satisfaction.

• Oversaw management of all orders and documentation for distribution and shipping preparation of parts to warehouse via UPS, FedEx, USPS, and Amazon.
• Compiled and generated weekly shipment reports for client distribution.
• Managed order processing and updates through Amazon Seller Central, ensuring alignment with available stock and backorder status.
• Executed preparation of invoices and final counts of parts received by each customer.

Licensed agent specializing in Medicare Advantage (Part C), Medigap, D-SNP, C-SNP, Part D, and supplemental plans.

Educated seniors on Medicare coverage options, ensuring compliance with CMS guidelines.

Consistently exceeded sales and enrollment goals.

• Oversaw and guided a team of 26 call center agents managing Medicare and Medicaid inquiries.
• Oversaw call queue management to ensure adherence to service level goals and CMS compliance.
• Facilitated training, onboarding, and coaching initiatives to enhance agent performance.
• Managed escalated member concerns and effectively resolved complex issues through strategic problem-solving.
• Compiled and delivered weekly reports detailing KPI compliance and call performance metrics.

• Directed and managed a high-performing team of insurance verification and scheduling support specialists to ensure compliance and accuracy.
• Partnered with Data, Clinical, and Product teams to identify inefficiencies and implement process improvements, reducing downstream friction and improving overall operational efficiency
• Conducted comprehensive data analysis to inform strategic decision making.
• Executed quality assurance and live monitoring processes to enhance agent development
• Oversaw scheduling operations, including appointment management, rescheduling, slot optimization, and insurance verifications.
• Assisted in developing and tracking key performance indicators. Supported process improvements to enhance efficiency. Promoted a culture of accountability and ongoing development.
• Resolved escalated member concerns promptly and empathetically to improve satisfaction levels.
• Oversaw team performance management and addressed personnel challenges. Fostered staff development through targeted training initiatives and ongoing feedback. Partnered with colleagues to strengthen team dynamics and collaboration.