Karla Volk: in Oceanside, CA

Successfully promoted services and business relationships and completed team goals. Administered and coordinated multiple teams and perform various oversight functions that propelled Humana into dominating the national sales market within the industry. • Achieved 100% of all compliance measures for market office by providing oversight of timely completion of all required documentation, i.e. Section A & Secret Shopper responses, Field Evaluation, Disenrollment reports. • Enforced policies and procedures consistent with Humana's guideline and goals, identifying and developing methods of continuous improvement at all levels. • Ensured company's daily operation aspects are conducted in a highly professional manner and adhere to corporate standards, industry regulations, and professional ethics. • Recruited, hired, developed and fostered growth of associates through coaching and mentoring, leading to four associates accepting new roles that aligned with their career aspirations. • Supervised the sales support staff to ensure the efficient, accurate and timely completion of all processes and transactions that effected organizational sales results. • Managed administrative functions for 22 career agents - onboarding, pay audits, licensing monitoring. • Liaison providing comprehensive phone and face-to-face education and training to career team, and additionally for over 500 contracted brokers on Humana systems, including best practices, processes, policies and procedures. • Collaborated and initiated departmental projects such as successfully creating and implementing a contracted broker training document, process and calendar, being utilized in the San Diego, Riverside, Orange County & Los Angeles markets, establishing the certification process to be easier, more streamlined and saving overall time & money.

Interacted and resolved member issues and address complaints consistent with company procedures & policies to maintain the highest level of member satisfaction. • Delivered high level administrative support to our Director, Market Managers and team, to simplify and expedite the completion of work, contribute to the team's productivity and to the team's and organization's ability to achieve goals. • Prompt and accurately responded to inquiries from members, Humana associates, delegated agents, and field market organizations. • Evaluated & submitted department inventory needs; ordered sales literature through Demand Management database; received materials delivery from carrier, assembled sales kits for distribution; maintained inventory stock. • Led calendaring, schedule management and travel arrangements for the team to include coordinating rooms, preparation of needed supplies, organization of conference calls and weekly prioritization of schedules and commitments. Also includes organization of offsite meetings (meals, reservations, meeting logistics, materials, etc.). • Maintained databases to ensure accurate organization of files, processing sales applications and distributing them to the proper channel for enrollment. • Researched and resolve service and billing issues by utilizing self-help tools and resources.