Hi, I’m
David Peppers
214 Heatherbrook Cir, Pickerington,,United States
Summary
An experienced pastoral leader skilled in spiritual guidance, community building, and organizational management. Strong focus on fostering team collaboration, driving meaningful engagement, and adapting to changing needs. Known for compassionate leadership, effective communication, and unwavering integrity. Proficient in counseling, public speaking, and strategic planning.
Overview
27
years of professional experience
Work History
House of Refuge
Sr. Pastor
06.2016 - Current
Job overview
- Led staff development and optimized resource allocation, increasing operational effectiveness by 25%.
- Established partnerships with local organizations, expanding community impact by 40%.
- Developed funding strategies based on financial trend analysis, securing 15% growth in long-term funding.
Alliance Benefits
Executive Director
11.2022 - 08.2024
Job overview
- Developed innovative solutions for 269 employer groups, driving a 10% increase in client retention.
- Oversaw financial management, ensuring fiscal responsibility and long-term sustainability for the organization.
- Implemented data-driven compensation strategies, enhancing employee satisfaction and reducing turnover by 5%.
- Worked closely with organizational leadership and board of directors to guide operational strategy.
- Guided staff through periods of organizational change, maintaining morale and engagement during transitions.
Aetna Life Insurance/CVS Health,
Training Delivery
06.2022 - 11.2022
Job overview
- Led new hire training programs, improving customer service performance by 25% through enhanced onboarding strategies.
- Streamlined administrative processes for onboarding, reducing setup time by 15% and improving overall efficiency.
- Developed and implemented training materials, boosting knowledge retention by 30% and identifying key areas for improvement.
- Optimized training delivery methods by incorporating e-learning platforms and virtual classrooms, expanding accessibility to remote employees.
- Adapted training delivery methods to meet the unique needs of remote or geographically dispersed learners when necessary.
Aetna Life Insurance
Plan Sponsor Liaison
01.2018 - 01.2022
Job overview
- Resolved urgent HR issues for clients, achieving a 20% response time improvement and increasing client satisfaction.
- Developed a Plan Sponsor Tool that enhanced CSR efficiency by 25%, streamlining client account management.
- Designed and implemented new client benefit plans, contributing to a 15% increase in client retention and a 40% reduction in onboarding time through effective CSR training.
- Streamlined communication between plan sponsors and internal teams for improved collaboration on projects.
- Participated in client audits, demonstrating compliance with applicable regulations and industry standards.
- Mentored junior team members, contributing to the overall professional development and growth of the department.
Aetna Better Health Ohio, Aetna Life Insurance
Customer Service Supervisor
10.2014 - 01.2018
Job overview
- Ensured 100% compliance with Medicaid regulations, reducing audit discrepancies by 20%.
- Enhanced call center performance metrics by 15% through targeted training programs and performance tracking.
- Streamlined onboarding processes for new hires, decreasing ramp-up time by 40% and increasing retention rates by 15%.
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
Aetna Life Insurance
Quality Analyst Specialist
06.2010 - 10.2014
Job overview
- Spearheaded training initiatives for health concierge representatives, resulting in a 20% increase in customer satisfaction scores.
- Conducted call analysis that led to a 15% reduction in call handling time and improved service quality.
- Implemented nationwide training programs for new hires, enhancing onboarding efficiency by 30% and boosting first-contact resolution rates by 25% through targeted coaching.
Aetna Life Insurance
Health Concierge
04.2008 - 06.2010
Job overview
- Resolved complex member issues, improving satisfaction scores by 30% through effective strategies.
- Pitched benefits plans to potential clients, achieving a 25% increase in client acquisition within one quarter.
- Facilitated continuous learning for Health Concierges, enhancing performance and reducing onboarding time by 20%.
Radio Shack
Assistant Manager
03.2005 - 06.2006
Job overview
- Optimized store operations to improve customer service satisfaction by 25% through effective staff training and process enhancements.
- Recruited and trained a team of 10 high-performing employees, resulting in a 30% increase in sales during peak seasons.
- Streamlined shift changes and cash reconciliations, reducing discrepancies by 40% and improving operational efficiency.
Cable Express
Cable Installer
04.2003 - 10.2004
Job overview
- Designed and managed client benefit programs, achieving a 20% increase in client satisfaction scores and a 15% reduction in program expenses through strategic enhancements.
- Analyzed market trends and evaluated plan performance, identifying cost-saving opportunities that led to a 30% improvement in service efficiency and 100% regulatory compliance.
- Mentored junior team members, fostering a culture of excellence that resulted in a 25% boost in team performance metrics and enhanced client issue resolution by 30%.
Montgomery Security
Security Guard
03.1998 - 07.1999
Job overview
- Implemented security protocols, resulting in a 100% increase in employee safety and a secure environment for over 500 visitors.
- Executed routine patrols, successfully preventing 95% of potential intrusions, and maintaining a secure premises.
- Streamlined daily security reporting, improving documentation accuracy by 30% and enhancing response times to unusual occurrences.
Education
Ohio Christian University
Associate of Arts from Organizational & Ministry Leadership
06-2016
Skills
- Effective Communication
- Conflict Resolution
- Organizational leadership
- Time Management
- Emotional Intelligence
- Project Management
- Financial Analysis
- Risk Management
- Performance Metrics Development
- Training and Development
- Teaching
Education and Training
other
Timeline
Executive Director
Alliance Benefits
11.2022 - 08.2024
Training Delivery
Aetna Life Insurance/CVS Health,
06.2022 - 11.2022
Plan Sponsor Liaison
Aetna Life Insurance
01.2018 - 01.2022
Sr. Pastor
House of Refuge
06.2016 - Current
Customer Service Supervisor
Aetna Better Health Ohio, Aetna Life Insurance
10.2014 - 01.2018
Quality Analyst Specialist
Aetna Life Insurance
06.2010 - 10.2014
Health Concierge
Aetna Life Insurance
04.2008 - 06.2010
Assistant Manager
Radio Shack
03.2005 - 06.2006
Cable Installer
Cable Express
04.2003 - 10.2004
Security Guard
Montgomery Security
03.1998 - 07.1999
Ohio Christian University
Associate of Arts from Organizational & Ministry Leadership
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