Summary
Overview
Work History
Work Availability
Skills
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Imani Walton

Imani Walton

Lansing,IL

Summary

Highly-qualified Operations professional successful at taking on routine and complex business challenges with resourceful and creative approaches. Recognized as a driven, dedicated and hard-working leader with a proven history of streamlining operations and increasing productivity.

Overview

10
10
years of professional experience
1
1
Certification

Work History

System Administrator

Hunt Club
Chicago, IL
05.2022 - 05.2023
  • Regularly performed software audits resulting in a 19.7% average decrease in annual spending across systems
  • Improved job tasks and mentored junior team members on best practices and standards
  • Maintained software ticket pipeline via Hubspot and maintained a resolution time of 6.3 hours
  • Gathered data pertaining to customer needs to identify, predict and evaluate system and network requirements

Customer Operations Lead

OppFi
Chicago, IL
07.2021 - 05.2022
  • Partnered with leadership to identify contact center operational inefficiencies and improvements with a focus on the customer experience.
  • Participated in high-touch system implementation projects (i.e. Salesforce) including requirements documentation, systems configuration, test documentation and execution, issue identification, and resolution.
  • Conducted regular audits of customer service operations to identify areas for improvement.

Lead Trainer

OppFi
Chicago, IL
03.2020 - 06.2021
  • Focused on the process and procedural improvement while reporting directly to the Senior Director of Customer Operations
  • Conducted needs assessments to determine training requirements and identified gaps in performance
  • Built and presented an onboarding curriculum (ILT, vILT) resulting in over 70 representatives passing with a 93% or higher while being extremely prepared to execute their role
  • Worked collaboratively across multiple teams to ensure optimal training policies and procedures

Training Associate

OppFi
Chicago, IL
04.2019 - 03.2020
  • Trained and up-skilled all existing and new hires, customer advocates, on processes, procedures, and collections while maintaining exceptional call quality
  • Ensured all training activities and materials were up to date on and quarterly basis and met organizational and compliance policies and standards
  • Designed and developed an onboarding program and methodology to ensure all newly onboarded learners are receiving required training within adequate timeframes
  • Conducted train-the-trainer sessions to ensure successful implementation of new procedures

Customer Advocate

Oppfi
Chicago, Illinois
05.2018 - 04.2019
  • Performed consistently within the top 10% of collectors averaging $15,000 in collections biweekly while also maintaining a Quality Assurance score of 100%
  • Provided quality customer service regarding collections issues while maintaining the goal of reducing delinquency
  • Applied system data and product knowledge to educate customers about best practices when establishing financial responsibility
  • Developed strong relationships with customers by providing timely responses and solutions

Operations Manager

Evolution Travel
Chicago, IL
09.2015 - 04.2018
  • Arranged and coordinated over 300+ flights, accommodations, and insurance for individual and group
    travel.
  • Provided in-depth travel consultation with a highly skilled background in domestic and international travel.
  • Developed initiatives for process improvement and reviewed and assessed ongoing operations.

Sales Team Manager

Go Health
Chicago, IL
04.2015 - 12.2015
  • Analyzed sales data to identify areas of improvement in the sales process.
  • Managed a team of 10+ sales representatives, providing feedback on performance and coaching when needed.
  • Developed incentive programs for employees to motivate them to reach their targets each month.
  • Identified potential opportunities for cross-selling or upselling products or services to customers.

Benefits Advisor

Go Health
Chicago, Illinois
08.2013 - 11.2015
  • Served as an integral member of the BCBSM sales team, leading the team to be the #1 team on the campaign
  • Established trust in customer relations, leading to a 14% increase in customer retention
  • Consistently exceeded weekly sales quotas, earning recognition as one of the top 5 advisors (out of 100)
  • Awarded “Best Rapport Builder” for relationship building, successful referrals, and exceptional customer service

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Skills

  • Leadership Management
  • Effective Communication
  • New Program Installations
  • Technical Solution Development
  • Performance Testing
  • Technical Support
  • Agile Methodology
  • G Suite
  • Microsoft Office
  • Salesforce (Classic and Lightning)
  • Five9 (Call Center Software)
  • Atlassian Products (Jira & Confluence
    Enterprise)

Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

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Imani Walton