Damien Rodgers
Houston,TX
Summary
Dedicated, focused, and high-achieving management professional with over 4 years of experience excelling at prioritizing, completing multiple tasks simultaneously and following through to achieve project goals. Flexible, detail-oriented and adaptive team player with expertise in equipment operation, staff training and development, relationship building and process improvements.
Overview
6
6
years of professional experience
Work History
Elite Supervisor
HealthEquity
Draper, UT
12.2021 - Current
- Supervise a team of 12 employees in daily operations through team mentorship, strategy, and exceeding monthly metrics, with 90% in Service Assurance, Call Handle Time, Adherence, and Education.
- Managed the elite partner Google account within the Member Services Department.
- Identified potential conflicts between different teams working on various aspects of the service recovery project for Google, and developed team member performance efficiencies, resulting in an 80% and above hit rate required by the partner.
- Analyzed project data to identify areas of improvement and recommend corrective actions to resolve Google member service concerns.
- Assisted in the coordination of resources for assigned projects.
- Lead and facilitated communication among internal teams and external partners throughout the duration of projects.
- Participated in cross-functional teams responsible for developing innovative solutions and UAT testing for problems such as client investment fee issues, client and member portal enhancements, and process implementations.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
Relationship Manager
WageWorks/HealthEquity
Alpharetta, GA
01.2019 - 12.2021
- Coordinated resources across multiple teams to ensure successful implementation of projects.
- Collaborated with other departments within the organization to ensure proper communication between teams regarding project objectives and goals.
- Analyzed customer feedback data from surveys and provided insights into how it could be used to improve service delivery.
- Managed vendor relationships, negotiating contracts when necessary while overseeing their performance against agreed upon terms.
- Prioritized needs and delegated assignments to simultaneously handle multiple projects.
- Coordinated with department leads to identify and outline solutions to client-specified challenges.
- Introduced change improvement plans to achieve goals, methodologies and initiatives.
Education
Bachelor of Science - Business Administration And Management
Kaplan University
Skills
- Process Improvement
- Business Development
- Strategic Planning
- Problem Identification
- Project Management
- Staff Training and Mentoring
- Processes and Procedures
- Cross-Functional Collaboration
- Customer Relations Specialist
- Data Analysis
- Project Tracking
- Project Planning
- Problem-Solving
- Performance Monitoring
- Conflict Resolution
- Project Lifecycle
- Remote Team Management
- Relationship Building
- Agile Frameworks
Timeline
Elite Supervisor
HealthEquity
12.2021 - Current
Relationship Manager
WageWorks/HealthEquity
01.2019 - 12.2021
Bachelor of Science - Business Administration And Management
Kaplan University
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