JOSEPH VALTIERRA
Dubuque,United States
Summary
Focused Director with over 25 years of success in designing and developing high performing service/sales-oriented organizations. Proven track record in creating/managing colleague work from home strategies. Accomplished in working with organizational leaders to establish business goals and devise strategies driving revenue generation or cost reduction and business growth. In addition, excellent reputation for resolving problems and improving customer/client satisfaction.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Sedgwick - Director of Operations
Dubuque, IA
07.2012 - Current
- Oversee day-to-day production activities in accordance with business objectives that include over 850 colleagues within organization that includes multiple locations as well as work from home strategy
- Defined, implemented, and revised operational policies and guidelines that lead to reduction in claims errors by 42%
- Led change and transformation across business areas to deliver benefits and align company resources to create work from home strategy that has saved over 2MM since 2016
- Achieved team goals through formalized training plans, coaching and performance management that has led to reduction in attrition by 44% and reduced in Average Handle Time by 12%
- Assessed performance management structures and implemented enhancements to improve frameworks and strengthen results that have enabled organization to go from 1.8MM calls to over 4MM calls during tenure.
Teleservices Manager
Premier Bankcard
Dakota Dunes, SD
04.2004 - 03.2012
- Spearheaded start-up of internal inbound Teleservices sales department that grew to nearly 250 employees, in multiple sites, with 19 direct reports
- Process expanded to handling inbound customer service and outbound collections functions
- Raised performance by identifying and targeting areas in need of improvement which improved sales conversion by 20% from what outsourced vendor was delivering
- Cross-trained existing employees to maximize team agility and performance to support collections division
- Controlled costs and optimized spending via restructuring of budgets for labor, and technology upgrades which included spear heading development of web-based intake sales application that improved efficiencies by 10% and reduced costs by over 1MM
- Achieved or exceeded financial goals on regular basis by controlling expenses, optimizing schedules, and spearheading up sell programs and product campaign strategies.
Client Relationship Manager
BANKFIRST
Sioux Falls, SD
04.2003 - 04.2004
- Built partnerships with diverse internal teams to streamline processes that implemented over 50 pre-paid card programs that generated over 1MM in revenue
- Addressed and resolved customer complaints and issues to improve satisfaction
- Adhered to sales contract agreements and high-quality service delivery by coordinating with internal and external partners and leveraging productive and open client communications
- Exceeded annual revenue goals through acquiring and implementing merchant processors and increasing card activity by 35%.
New Business Manager
BANKFIRST
Huron, SD
09.2000 - 04.2003
- Orchestrated start-up of outbound Telemarketing department that included over 225 employees
- Established and oversaw performance targets for call center associates that saw organization outperform outsourced vendor by 10% in sales conversion rate
- Developed "On the Job" training program to improve sales conversion and overall service provided
- Implemented upsell and product campaign initiatives within my organization resulting in over 5MM annually.
Facility Manager
SITEL Worldwide
Brookings, SD
01.1995 - 08.2000
- Collected and analyzed call center statistics, sales rates, costs, and customer service metrics that led organization to be #1 vendor in sales conversion for Novus Network and Discover Card
- Communicated best practices among on-site and external personnel to align efforts and goals
- Established team priorities, maintained schedules and monitored performance.
Education
Bachelor of Science - Business Administration
University of Dubuque
Dubuque, IA 08.2016 - 05.2018
Skills
- Policy Development and Enforcement
- Strategic planning and execution
- Operations Oversight
- Budgeting
- Performance Analysis
- Staff training/development
- Project Management
- Start Up
- Reporting and Analytics
Certification
Six Sigma Training - Green Belt
Affiliations
- St. Stephens Food Bank Board Vice President 2016-2018
- Food Bank of Siouxland Board President from 2008-2009
- United Way Committee Member since 2005 .
Timeline
Bachelor of Science - Business Administration
University of Dubuque
08.2016 - 05.2018
Sedgwick - Director of Operations
07.2012 - Current
Teleservices Manager
Premier Bankcard
04.2004 - 03.2012
Client Relationship Manager
BANKFIRST
04.2003 - 04.2004
New Business Manager
BANKFIRST
09.2000 - 04.2003
Facility Manager
SITEL Worldwide
01.1995 - 08.2000
Similar Profiles
Zach Tamanini Class of 2026Zach Tamanini Class of 2026
Student Athlete at NAStudent Athlete at NA
Harsh KumarHarsh Kumar
Pharmacist Helper at NAPharmacist Helper at NA
Max AndroskoMax Androsko
Freelance Content Creator at NAFreelance Content Creator at NA
Patrick MulderrigPatrick Mulderrig
Wtier/Director/Producer at NAWtier/Director/Producer at NA
Caleb KressCaleb Kress
Care Team Representative at SedgwickCare Team Representative at Sedgwick