Luther B. Walker
Jacksonville,FL
Summary
Dedicated and organized Operations Manager with over 20 years of experience using proven planning and support initiatives to cut costs, streamline operations and increase productivity. Decisive and resourceful team builder versed in sales, management and process improvement. Possesses in-depth industry trend knowledge and shifts to offer valuable insights on opportunities for new growth and business expansion.
Overview
21
21
years of professional experience
Work History
Team Operations Manager
Veritiv
Jacksonville, FL
01.2018 - Current
- Balanced workload for Packaging and Facilities CXP to increase order lines and entries for customers by increasing profit margins by 25%
- Monitored CXP score cards daily to ensure all goals were met by leveraging workloads to increase NPS by 7%
- SME in launching companies RPA (Robust Process Automation) system and educated CXPs on the process and moved accounts to hands free status after addressing and preventing recurring errors
- Conducted monthly 1on1s with CXPs and Sales Leaders to ensure order entry accuracy to discuss and provide feedback to increase profit and growth margins.
Contact Center Manager II
Stericycle, Inc
Jacksonville, FL
03.2015 - 01.2018
- Ensured continual improvement of productivity standards and team member performance in order to achieve all financial/budgetary goals
- Developed action plans consistent with companies Customer 1st vision
- Reviewed and work with 13 Team leads, 3 Supervisors and 132 employees while developing and analyzing reports to monitor overall operations and performance of the contact center (e.g
- Quantify Data, Trending KPI’s, etc.)
- Reviewed, analyzed and/or approved Payroll registers (ensuring all OT hours are necessary and all team members are working efficiently)
- Monitored monthly revenue/volume reports, New Team Member offers and paperwork, Monthly expense reporting (FRX) and monthly revenue/volume report.
Operations Manager II
Brightway Insurance Company
Jacksonville, Fl
01.2015 - 01.2018
- Lead a team of 7 exempt Supervisors and ensured that SLAs were met on a monthly basis and ensured staff was properly educated on current procedures while managing the inbound and outbound calls and created a productive environment
- Ensured that service levels were met 90% of the time in the Call Center, Processing and Routing departments and maintained staffing levels to ensure accuracy of processing workload
- Created and maintained the Team Lead escalation log while working with Supervisor to ensure that customer complaints are addressed immediately, recorded and tracked to review the Customer complaint log, implementing root cost analysis resolution to prevent future complaints.
Warranty Claims Manager/Project Manager
Fortegra Financial Services, Life of
Jacksonville, FL
02.2014 - 03.2015
- Monitor, review and analyze the inbound and outbound claims process implementing a more efficient cost-per-claim savings
- Managed a high call volume Call Center operations team, increasing company service level by 45%
- Completed Q/A analysis, performance evaluation and provided feedback, techniques, and corrective action plan to increase productivity by 35%.
Claims Supervisor
05.2009 - 02.2014
- Designed a training manual for the ongoing development of Team Leaders and associates
- Monitored and maintained precise adherence to company guidelines as related to organizational operating practices and procedures
- Evaluated and monitored work-flow methods to identify and implement improvements
- Verified investigative information of high level claims to determine appropriate action to process or deny
- Instrumental in the development and implementation of the new policies and procedures, as well as the design of the automated Rules Based System in cooperation with colleagues.
Sales Manager
Liberty National Life Insurance Company
Jacksonville, FL
10.2008 - 05.2009
- Marketed Company products; recruited and trained new agents
- Educated prospects and clients on products, and the importance of planning for the future and making sound financial decisions
- Provided the development of sales presentation techniques, income replacement plans and training to existing agents to improve services to the public.
Team Leader/Management
Progressive Auto Insurance
Jacksonville, FL
01.2005 - 06.2008
- Supervised claims personnel efforts while holding team members accountable to corporate and state policies, procedures and service standards
- Identified key corporate initiatives and proactively participated in state and core improvements towards company savings and growth
- Completed performance evaluation, corrective action, development, and delivered feedback to associates while motivating team members to consistently exceed company goals.
Medical Claims Representative/PIP
01.2003 - 12.2004
- Reviewed and researched medical bills and other incurred expenses for accurate payment/settlement options to avoid litigation and pre-suits
- Investigated coverage, liability, fraud, injury causation, and subrogation procedures
- Established and maintained effective working relationships with co-workers, vendors and management at all levels.
Education
Bachelors of Science - Political Science
Tuskegee University
01.1995
Skills
- Microsoft Office Suite
- Salesforce Lightning (SFDC)
- Cisco/Avaya (Telephony System)
- Policies and Procedures Implementation
- Logistics Oversight
- Multi-Unit Operations Management
- Process Improvement Strategies
- Problem-Solving
- Inventory Management
- Systems Implementation
- Multidisciplinary Collaboration and Solution Development
- Maintaining Compliance
- Staff Training, Development and Motivation
- Budget Development and Management
- Workflow Optimization
- Operations Monitoring
- Decision Making
- Goal Setting
- Planning and Implementation
- Performance Evaluation and Monitoring
- Quality Assurance
- Department Oversight
- Problem Anticipation and Resolution
- Customer Service Management
- Hiring and Onboarding
- Business Leadership
- Leading team operations
- Disaster recovery operations
- Team training and support
- Team member coaching
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Team Operations Manager
Veritiv
01.2018 - Current
Contact Center Manager II
Stericycle, Inc
03.2015 - 01.2018
Operations Manager II
Brightway Insurance Company
01.2015 - 01.2018
Warranty Claims Manager/Project Manager
Fortegra Financial Services, Life of
02.2014 - 03.2015
Claims Supervisor
05.2009 - 02.2014
Sales Manager
Liberty National Life Insurance Company
10.2008 - 05.2009
Team Leader/Management
Progressive Auto Insurance
01.2005 - 06.2008
Medical Claims Representative/PIP
01.2003 - 12.2004
Bachelors of Science - Political Science
Tuskegee University
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