Dallas Baptist University

DAC Insurance Services

Dallas, Texas, United States

I use a proven process with Medicare Beneficiaries to help them understand their Medicare Health Plan choices; Parts A, B, C, D and Medicare Supplement (Medigap) policies.  For the "under 65" crowd, I provide Off-Market Individual Healthcare plans, Short Term Medical and Hospital/Medical Indemnity plans.  Certified on the Marketplace (<a href="http://healthcare.gov">healthcare.gov</a>) for Individual plans and the Small Business Health Options Program (SHOP).

Healthcare Insurance Agent

Financial Representative of The Guardian Life Insurance Company of America® (Guardian), New York, NY. Capital Financial Architects is not an affiliate or subsidiary of Guardian.  Guardian, its subsidiaries, agents, and employees do not provide tax, legal, or accounting advice. Consult your tax, legal, or accounting professional regarding your individual situation. Links to external sites are provided for your convenience in locating related information and services. Guardian, its subsidiaries, agents, and employees expressly disclaim any responsibility for and do not maintain, control, recommend, or endorse third-party sites, organizations, products, or services, and make no representation as to the completeness, suitability, or quality thereof.

Guardian Life

Capital Financial Architects

Registered Representative offering securities products and services through NYLIFE Securities LLC, Member FINRA/SIPC, A Licensed Insurance Agency.

NYLIFE Securities LLC

Financial Professional & Licensed Agent

A $3B publicly-held insurance company which provided health benefits to people covered by Medicare and/or Medicaid through  TexanPlus® and Today’s Options® products.  Oversaw all BPO call center operations, including licensed agent accreditation training and quality.  Focus on sales suitability, compliance oversight, service excellence, process documentation, business process improvement, and performance measurement.•	Developed and executed the 2015 AEP launch plan for Enrollment, Outbound Enrollment Verification and Scope of Appointment business units.•	Successful ramp up of new call center on-shoring Member Services to the U.S in 2011.

Universal American

Vice President, Sales Operations / Call Centers / Healthcare Insurance

Operational Consulting - Specialty area in call center technology, business process and people.  Industries: Healthcare, Finance, High-Tech, Education, Telecom, Energy, Government.  Business process improvement; customer contact workflow improvement, change management, policies & procedures, business unit development, center operations,  technology integration, quality/quantity monitoring/measurement.

D'Ordo Group, LLC

Managing Partner / Consulting

300-person call center including all back-end operations. Interim consulting position focused on reducing Better Business Bureau cases.   •	After analysis of business issues, processes and existing use of technology, implemented new call flows, changes in CTI and outbound dialer activities, customer service agent scripts, business processes and organizational changes which resulted in 55% decrease in monthly BBB complaints.

Credit Solutions

General Management  -  Operations   -  President, Service Center Operations   -   Financial Services

Telecommunications:  Enterprise contact centers & PBXs.  (Acquired by Mitel)EVP / GM – North America (2006 to 2009)Directed sales and support of large, carrier-grade, IP server based call managers (PBXs and Contact Centers), applications and hosted contact center services (SaaS) and remote agent technology.  P&L responsibility for $50M U.S. operation.  Product and service revenue, expense / cash flow management.  250 employees.  Managed all aspects of Ericsson PBX / Call Center acquisition in the U.S.•	Directed selection of new VoIP product offering using Aastra SIP terminals.  Negotiated all 3rd-party vendor contracts; BroadSoft Call Manager, IBM Blade Servers, Audio Codes Gateways, Covergence Session Border Controllers (now Acme Packet), 3 major deals booked 15 months from launch; Generated $6M+ revenue in first year. •	Other business partnerships:  InterVoice IVR, IEX, HigherGround, NICE, Verint, Genesys, Apparent Networks, AVST, Microsoft, et al.GM / VP, Service – North America (2005 to 2006)Vice President, Customer Service (2002 to 2005)Responsible for all operational aspects, including Facilities and Engineering Services.  Remote and on-site support for large, complex, geographically dispersed PBX/Contact Center operations.  Moving customer base from TDM to IP in a converged and cost effective process.  $21M P&L.  Technical Support Call Center, Project Management, Implementations, Field Service and Channel Operations.•Supported mission critical contact centers for Microsoft, Sprint/IBM/Embarq, MCI/Verizon, NASA, United Nations, and numerous higher education institutes and hospitals.•Exceeded service revenue targets annually with 20% – 30% cost containment. •40% increase in service margins - restructured maintenance contracts.•Restructured project management organization; Project Management Professional (PMP) methodology and certifications.General Manager / VP, Professional Services and Channel Management (1999 to 2001) for professional services.

Dana Call