Ezra Easley
Hanover,PA
Summary
Senior operations executive boosts operational efficiency and service levels to drive sustainable growth across sectors. Cross-functional collaborator and proactive executive leader with skills in policy development, business development, tactical planning and operational problem-solving. Knowledgeable about promoting stakeholder engagement and building consensus to drive change. Diligent in driving profit maximization through multifaced business approaches.
Overview
13
13
years of professional experience
Work History
Vice President of Operations
Health Net Federal Services LLC
12.2021 - Current
- Managed enterprise operations departments responsible for member and provider related transactions.
- Managed cross-functional teams to ensure seamless collaboration for optimal business outcomes.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Championed employee development programs to enhance skills, increase retention rates, and build a high-performance workforce.
- Enhanced customer satisfaction by developing and implementing strategies to improve service quality.
- Supported Executive Team in reviewing, identifying, and prioritizing strategic initiatives.
- Increased company profits through performance optimization strategies and efficiency improvements.
- Streamlined operations by identifying inefficiencies and implementing process improvements.
- Cultivated strong relationships with clients, vendors, and partners for mutually beneficial collaborations.
- Spearheaded change management initiatives, fostering a culture of adaptability and innovation within the organization.
Sr. Director, Operations
Health Net Federal Services LLC
06.2017 - 12.2021
- Responsible for the design, execution and ongoing operations for the East Coast region.
- Oversaw day-to-day production activities in accordance with business objectives.
- Enhanced customer satisfaction by focusing on continuous improvement of products and services.
- Collaborated with senior management to develop and execute long-term corporate goals and objectives.
- Led change management efforts to successfully implement new technologies and systems across the organization.
- Reduced costs while maintaining quality through effective resource allocation and budget management.
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Developed and executed operational plans to achieve organizational goals.
- Analyzed customer feedback and identified areas for improvement to drive business success.
- Analyzed business operations and implemented strategies to improve operational cohesiveness.
- Managed cross-functional teams for maximum efficiency and collaboration.
- Collaborated with senior leaders to develop long-term strategic plans for the organization''s success.
- Improved overall productivity by identifying areas for improvement and implementing necessary changes.
- Increased employee engagement by promoting a positive work environment that valued communication, teamwork, and recognition of achievements.
Director of Call Center Operations
Health Net Federal Services LLC
03.2011 - 06.2017
- Developed process controls and metrics for daily management of call center.
- Trained team members on performance metrics and consumer behavior identification.
- Oversaw financial management, including budgeting, forecasting, and expense tracking for the call center department.
- Drove continuous improvement initiatives by analyzing key performance indicators and implementing necessary changes.
- Ensured compliance with industry regulations, maintaining up-to-date knowledge on relevant laws and guidelines governing call center operations.
- Developed and maintained strong partnerships with key stakeholders within the organization, facilitating collaboration on projects aimed at improving call center operations while also supporting broader company goals.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Streamlined communication channels for improved customer experience and reduced response times.
- Mentored team members through regular coaching sessions, fostering professional development and career growth opportunities within the company.
- Launched new programs or campaigns aimed at enhancing overall company performance as well as achieving specific departmental objectives related to call center operations.
- Increased operational efficiency with the integration of advanced call center technologies and software solutions.
- Enhanced customer satisfaction by implementing efficient call center operations strategies.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Identified issues, analyzed information and provided solutions to problems.
Education
Bachelor of Science - Business Administration
Liberty University
Lynchburg, VA07.2021
Skills
- Performance Improvement
- Goal Setting
- Operations Management
- Resource Allocation
- Program Administration
- Customer Relations
- Financial Management
- Business Growth Initiatives
- Workforce Planning
- Data Analysis
- Change Management
- Strategic planning and execution
Timeline
Vice President of Operations
Health Net Federal Services LLC
12.2021 - Current
Sr. Director, Operations
Health Net Federal Services LLC
06.2017 - 12.2021
Director of Call Center Operations
Health Net Federal Services LLC
03.2011 - 06.2017
Bachelor of Science - Business Administration
Liberty University
Similar Profiles
Renee NuñezRenee Nuñez
Autism Service Coordinator II at Health Net Federal Services LLC / CenteneAutism Service Coordinator II at Health Net Federal Services LLC / Centene
ANTOINETTE SANCHEZANTOINETTE SANCHEZ
Care Management Support Coordinator IV at Health Net Federal Services LLCCare Management Support Coordinator IV at Health Net Federal Services LLC
Robin CookRobin Cook
Enrollment Specialist at Health Net Federal Services LLCEnrollment Specialist at Health Net Federal Services LLC