Derius Jackson
Hockley,TX
Summary
Seasoned Operations Team Lead with background in streamlining processes to increase efficiency and productivity. Strengths lie in fostering team collaboration, implementing operational strategies, and introducing process improvements. Proven ability to lead teams towards the achievement of business goals while adhering to company standards and regulations. Committed to driving growth through effective management techniques and problem-solving skills.
Overview
12
12
years of professional experience
Work History
Operations Team Lead III
Acclara Solutions
Houston, TX
11.2015 - Current
- Developed and implemented operational strategies to increase efficiency and productivity of team.
- Monitored daily operations and evaluated performance of staff, providing feedback and coaching as needed.
- Ensured compliance with company policies and procedures related to operations.
- Identified areas for improvement in processes, procedures, tools, and technologies used by the operations team.
- Conducted regular meetings with team members to review progress on projects and discuss any issues or concerns they may have had.
- Trained new hires on operational processes and provided ongoing training for existing employees when needed.
- Identified needs of customers promptly and efficiently.
- Evaluated needs of departments and delegated tasks to optimize overall production.
- Monitor client queue daily to ensure SLA and call abandoned goals are met.
- Experienced with working with EOBs, UB04/1500 claim forms, CPT/DX codes.
- Oversee team to ensure quality and production are met.
- Navigate through Epic and CUBS proficient.
- Insurance portals such as Onesource and Navinet used on a daily basis
Customer Service Team Lead
ARS Rescue Rooter
Houston, TX
11.2012 - 10.2015
- Coordinated and supervised customer service team in order to ensure quality service delivery.
- Provided training and guidance to customer service representatives on policies, procedures, and best practices.
- Ensured that customer inquiries were handled promptly and accurately by providing feedback on performance.
- Developed strategies for improving customer satisfaction levels through process improvement initiatives.
- Monitored customer interactions with the team to identify areas of improvement or opportunities for growth.
- Assisted in resolving escalated customer complaints or issues in a timely manner.
- Conducted regular performance reviews for each member of the team to monitor progress and provide feedback.
Education
High School Diploma -
Lake Mary High School
Lake Mary, FL05-2002
Florida Agricultural And Mechanical University
Tallahassee, FLSkills
- Workforce Planning
- Documentation
- Business process reengineering
- Logistics Management
- Operational Excellence
- Meeting facilitation
- Quality Assurance
- Staff Supervision
- Production
- Team Training
- Employee Development
- Customer relationship development
Timeline
Operations Team Lead III
Acclara Solutions
11.2015 - Current
Customer Service Team Lead
ARS Rescue Rooter
11.2012 - 10.2015
High School Diploma -
Lake Mary High School
Florida Agricultural And Mechanical University
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