Open To Work
JOE DRAKE
Hixson,TN
Work Preference
Summary
Client operations leader with expertise in transforming implementation processes to enhance operational performance and client satisfaction. Proven track record in coaching teams, optimizing workflows, and fostering a culture of continuous improvement. Achievements include significant enhancements in service delivery and successful project outcomes.
Overview
1
1
Certification
15
15
years of professional experience
Work History
Client Account Support Manager
The Cigna Group
07.2024 - Current
- Lead and develop a team of implementation professionals supporting complex client onboarding and service delivery initiatives.
- Partner with sales leadership and matrix partners to improve implementation outcomes and strengthen client relationships.
- Executed executive-level communications, oversaw projects, and resolved issues for high-priority client implementations to ensure timely and effective delivery.
- Led implementation managers to enhance client experiences, ensure quality execution, and achieve successful new business and renewal outcomes in a complex matrixed environment.
- Drove culture of accountability, collaboration, inclusion, and continuous improvement across multiple markets to support team alignment and operational effectiveness.
- Coach and mentor team members while building succession pipelines and leadership capabilities.
National Implementation Manager
The Cigna Group
08.2022 - 07.2024
- Led complex implementation projects for national accounts, effectively managing multiple priorities and stakeholder groups to achieve project goals.
- Directed implementation and ongoing maintenance of national account portfolio, coordinating efforts among client, broker, sales, and operational stakeholders to ensure alignment and satisfaction.
- Consistently delivered quality implementation outcomes while meeting critical deadlines and client expectations.
- Cultivated trusted partnerships with clients, brokers, sales leaders, and operational teams, enhancing collaboration and communication across functions.
- Led the development and governance of the O3000 Implementation IRIS knowledge platform.
Automated Eligibility Senior Supervisor
The Cigna Group
06.2020 - 07.2022
- Managed a 17-person Eligibility Analyst team responsible for timely, accurate service to clients, customers, and matrix partners.
- Managed and developed team of 17 professionals, enhancing team capabilities and service delivery.
- Achieved top-performing team status within the organization based on operational metrics.
- Led implementation of Management Operating System (MOS) processes, streamlining operations across the organization.
- Introduced process improvements, elevating operational efficiency and service quality.
Agile Scrum Master / Business Analytics Lead Analyst
The Cigna Group
09.2017 - 06.2020
- Led Agile delivery teams supporting reporting and analytics initiatives.
- Led Agile reporting team to deliver business intelligence solutions enhancing decision-making for Client Services.
- Delivered data-driven solutions that identified key insights for business performance improvement.
- Managed stakeholder priorities and facilitated reporting enhancements to align with business objectives.
- Developed executive dashboards and operational reporting solutions.
Account Install Senior Representative
The Cigna Group
08.2014 - 09.2017
- Accountable for end-to-end oversight of a dedicated book of business while managing inventory turnaround time within timely limits.
- Oversaw end-to-end management of dedicated book of business, ensuring timely inventory turnaround.
- Delivered accurate and timely benefit information to customers, clients, internal partners, and global service partners.
- Conducted daily follow-up, researching and resolving issues from matrix and service partners.
Assistant Area Manager
Amazon
Chattanooga, USA
10.2011 - 08.2014
- Led development of new refining processes to enable faster order fulfillment and enhance customer satisfaction.
- Implemented process improvements to enhance workflow efficiency across departments.
- Initiated efficient completion of processes with emphasis on quality and effective use of systems and inventory management tools.
- Supported area manager in daily operational tasks and team coordination.
- Assisted in training new staff on company policies and safety procedures.
Education
Bachelor of Science - Business Organizational Management
Covenant College
Lookout Mountain, GA12-2003
Skills
- Enterprise project implementation
- Client operations strategy
- Stakeholder management
- Agile project management
- Change management
- Performance management
- Operational excellence
- Process optimization
- Cross-functional collaboration
- Issue resolution
- Business analytics
- Excel and Tableau
- SQL and Microsoft Access
- PowerPoint presentations
- Word processing and Outlook
- People leadership
Certification
- Six Sigma Black Belt
- Agile Scrum Master
- Kaizen Process Improvement Specialist
Board Leadership
Digital Marketing Advisory Board Member, University of Tennessee, Knoxville, 11/23, Present, Advise students and contribute recommendations on coursework, industry relevance, and workforce readiness.
Personal Information
Title: MANAGER-LEVEL CLIENT OPERATIONS & IMPLEMENTATION LEADER
Leadership Impact
20+ Years, 5 Roles, 17 Analysts, #1 Rankings
Military Service
Torpedoman's Mate Third Class, United States Navy, 07/90, 06/94, Served aboard the ballistic missile submarine USS Stonewall Jackson (SSBN-634); received the National Defense Service Medal and an Honorable Discharge.
Timeline
Client Account Support Manager
The Cigna Group
07.2024 - Current
National Implementation Manager
The Cigna Group
08.2022 - 07.2024
Automated Eligibility Senior Supervisor
The Cigna Group
06.2020 - 07.2022
Agile Scrum Master / Business Analytics Lead Analyst
The Cigna Group
09.2017 - 06.2020
Account Install Senior Representative
The Cigna Group
08.2014 - 09.2017
Assistant Area Manager
Amazon
10.2011 - 08.2014
Bachelor of Science - Business Organizational Management
Covenant College