JAMES WALTERICK
Bradenton
Summary
Executive operations leader driving strategy at the intersection of technology, people, and growth. Proven track record transforming multi site customer operations, scaling global delivery models, and managing multimillion dollar budgets. Known for aligning operating models with corporate objectives, accelerating post acquisition integration, and unlocking new revenue streams through disciplined operational excellence.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Vice President, Affinity Call Center
Arthur J. Gallagher & Company
07.2021 - Current
- Direct operations strategy for a national network of call centers and multiple acquisitions annually, leading 250+ staff and multimillion dollar budgets.
- Drive enterprise transformation initiatives, aligning people, process, and technology to deliver measurable improvements in EBITDA and customer experience.
- Spearhead global workforce optimization, overseeing onshore/offshore transitions, vendor partnerships, and resource allocation across the portfolio.
- Partner with executive leadership to define organizational strategy, align headcount with long term growth, and enable seamless post acquisition integration.
- Deliver sustained operational efficiencies resulting in multimillion dollar cost reductions while preserving culture and service quality.
Vice President
Arthur J. Gallagher & Company
09.2018 - 06.2021
- Led strategic operations across Customer Service, Billing, QA, Training, and HR for a high growth division.
- Restructured functions and operating rhythms to modernize capabilities, scale performance, and support enterprise expansion.
- Guided 50+ staff through organizational alignment initiatives that improved efficiency and margin performance.
- Advised senior leadership on operational planning, workforce strategy, and execution roadmaps.
Operations Manager
The Auto Club Group (AAA)
05.2018 - 09.2018
- Managed call center operations of 100+ employees, driving double digit improvements in service levels and customer retention within 60 days.
- Realized $1.8M in annual savings via cost optimization while sustaining employee engagement.
- Directed strategic planning, budgeting, and performance management to strengthen multi channel operations.
Internal Call Center Consultant
The Auto Club Group (AAA)
07.2017 - 05.2018
- Advised leadership on incentive design, operational efficiency, and strategic workforce planning.
- Built performance frameworks and project management processes that remain in use across the enterprise.
- Implemented compensation structures that better aligned workforce behaviors with corporate goals.
Manager, Insurance
The Auto Club Group (AAA)
07.2015 - 06.2017
- Built and led a new sales team; drove 44% bottom line revenue lift in year one.
- Established scalable, compliant practices in partnership with external advisors.
- Coached frontline leaders, instilling a performance driven culture that consistently exceeded targets.
Education
PGDip - Organisational Leadership
University of Oxford
01.2019
MBA - Data Analytics
University of South Florida
01.2019
BS - Business Management
University of South Florida
01.2016
Graduate Certificate - Leadership Management
University of South Florida
01.2016
Professional Certificate - Strategic Decision & Risk Management
Stanford University
01.2014
Skills
- Enterprise Operations Strategy
- Operating Model Design
- Global Delivery & BPO Governance
- Workforce Strategy & Optimization
- M&A Integration & Value Capture
- Risk, Compliance & Controls
- Customer Experience Excellence
- Transformation & Change Leadership
- Budget & P&L Oversight
- Executive Stakeholder Engagement
Certification
- 2-15 Life, Health & Annuities License
- 20-44 Personal Lines Property & Casualty License
Timeline
Senior Vice President, Affinity Call Center
Arthur J. Gallagher & Company
07.2021 - Current
Vice President
Arthur J. Gallagher & Company
09.2018 - 06.2021
Operations Manager
The Auto Club Group (AAA)
05.2018 - 09.2018
Internal Call Center Consultant
The Auto Club Group (AAA)
07.2017 - 05.2018
Manager, Insurance
The Auto Club Group (AAA)
07.2015 - 06.2017
MBA - Data Analytics
University of South Florida
BS - Business Management
University of South Florida
Graduate Certificate - Leadership Management
University of South Florida
Professional Certificate - Strategic Decision & Risk Management
Stanford University
PGDip - Organisational Leadership
University of Oxford
Awards
Wachs Award Finalist – Arthur J. Gallagher (2021), Ed Schatzman Leadership Award Winner – The Auto Club Group (2017)
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