Leeland Waller
Newark
Summary
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
23
23
years of professional experience
Work History
Accountant Examiner II
Opportunities for Ohioans with Disabilities (OOD) – State of Ohio
11.2024 - Current
- Detail-oriented professional with expertise in fiscal management and compliance collaborating with vocational rehabilitation counselors, vendors, community partners, and clients. Excels in collaborating with these diverse internal and external groups while working independently to optimize resource allocation and maintain strict policy adherence to all state and federal requirements.
- Handling over 1,100 transactions per month, with 98-100% accuracy.
- Met all expectations at ‘above expected’ level on each month’s review of my first 12 months.
- Ensures compliance with all state and federal regulations as well as best-practice ethics when authorization service and paying money with taxpayer funds.
- Successfully completed 12-month probationary period in November 2025 and promoted to level 2 Accountant Examiner.
PPI Team Lead (COB Specialty)
VSP Vision Care
01.2012 - 11.2024
- A “Senior+” designated position within VSP’s PPI/Claims department that requires demonstration of flexibility, leadership of a small team, independent quality decision making, multi-tasking with minimal instruction and limited time, and ability to find creative solutions to service to complex claims and focused on accuracy and timeliness. Since 2020 I have overseen 2-3 other claims processors in the weekly implementation and execution of mentoring claims processors of the 30-processor COB specialty team. This role centers around providing training, scheduling, support and providing performance feedback to 2-3 claims “mentors”, who are providing coaching and feedback. These mentors are themselves our highest-performing Senior Processors that are continuing their growth and success within the company, to ensure individual performance standards are met and support VSP’s global operational goals. I am at the helm ensuring this small but critical team runs smoothly and efficiently, conducting over 100 mentoring sessions per year to one of our most specialized teams.
- Largest not-for-profit vision insurance company in the country specializing in coverage for eye care and eye wear.
- Claims Processor
- I was trained in all nine claims processing queues between February of 2018 and August 2019, one of only two processors ever at that time that had accomplished being trained and successfully meeting quality & production standards, in less than 18 months.
- Selected as a claims Mentor beginning June 2019 through April 2020.
Support Queue (SDO)
Universal Support Center
10.2014 - 03.2015
- 1 on 1 interaction with members, labs, provider offices and client groups; maintaining efficient statistics while delivering world class customer service, searching files within a compiled database of member or lab accounts, providing comprehensive service and problem solving to meet each customer’s needs from basic information describing benefits specific of a member’s insurance policy/coverage, to searching orders in a lab database, all the way up to handling and de-escalating complaint/grievance situations.
- This is the most broad spectrum customer service position VSP offers; the amount of tools, systems and functions we utilize and perform within the company quite literally service all callers and questions that come into the call center. SME for IOF and TPA calls.
- Current calls that are handled on a daily basis are: Vision benefit calls (all levels that a regular VSP CSR handles) for USAA members, status calls on orders for 7 VSPOne wholly-owned labs, Client calls regarding statuses of employee coverage/updates to add or end a member’s coverage over the phone, VSP In-Office Finishing Program questions regarding benefits, doctor reimbursement, filing claims and Explanation of Payment, Path to Premier for our provider offices inquiring about how to become or maintain Premier status, Cigna Vision/MetLife Vision calls, Client support request, and self-certified group authorizations.
- Became CSL SME (November 2016) and BPRE SME (October 2017).
- LTD (SDO)
- Focus includes short-term team coverage for supervisors while they are out of the office (generally 1-2 weeks at a time), developing and demonstrating skills in accordance with the Supervisor learning plan and my individual IDP. Additional functions included providing coaching and feedback to individual reps as it came up, reviewing SQM surveys and QA call assessments and listening to calls as necessary, coordinating/updating CSR schedules with Workforce Management, recognizing and rewarding individual achievements and team success, and independent project work on various internal teams within customer care.
- Short-term team coverage totals about 17 weeks currently, covering 10 separate teams for durations of anywhere between 3 days to 6 weeks.
- More than 80% of Supervisor learning plan skills have been completed/demonstrated
- Project work includes 2016 Recruiting & Hiring team, Servicing Model roll-out team, LTD program re-boot, Veterans BRG and upcoming BIG chat with LTD.
- CEB training April-June 2016
Server
Darden Restaurants-Red Lobster
01.2006 - 01.2014
- Customer service skills, 1 on 1 interaction, problem solving and meeting customer needs, answering phones, handling money and basic math skills.
- Casual Dining Restaurant Chain
- Certified Service Trainer/FOH
- For approximately 1.5 years during my employment with Darden, I was a certified service trainer, which essentially means I trained new servers. It was a 1-on-1 training setting, where we would take the new trainee through 2 days of “bookwork” followed by 4 to 6 shifts of on the floor training, in which the trainee followed me for the first 2-3 shifts, and then I would observe/follow the trainee for the remaining 2-3 shifts.
Server/Host/Prep Cook/FOH lead
YUM! - Pizza Hut
01.2003 - 01.2007
- I held my first job for four years at Pizza Hut, and performed virtually all jobs the restaurant offers at one point or another. This allowed me to gain experience not only handling a wide variety of customer service situations and meeting their needs, but having an intimate understanding of the process by which an item is produced from beginning to end.
- FOH lead crew member from Mar 2004- Aug 2005
- Largest retail fast food Corporation in the United States
Education
Bachelor of Applied Arts - English And Journalism
Ohio State University
Columbus, Ohio12.2009
Diploma - undefined
Utica high school
Utica, OH06.2005
Skills
- Leadership & Training Excellence
- Proven leadership capability, including successful team supervision and completion of the CEB leadership coaching program in 2016 (VSP)
- Expertise in delivering effective training through both classroom instruction and targeted 1-on-1 coaching across varied ability levels
- Skilled in providing clear and direct performance feedback
- Communication & Technical Proficiency
- Possesses excellent oral and written communication skills
- Proficient in professional social media tools, including MS Suite, Teams, SharePoint, and Salesforce
- Performance & Education
- Consistently recognized for high performance, earning a “High Performing” rating in 6 of 12 years at VSP
- Bookkeeping
- Data inputting
- Auditing
Accomplishments
- 2013-2015 High Performing CSR / 2021-2024 High Performing Processor
- Offered and worked on a skill development as a Support Queue Rep from July-October of 2014
- One of two YP BRG members who organized a two hour EOC brown bag presentation with Stephanie Koscher, Director of Marketing and Communication for Prevent Blindness of Ohio
- Served as peer coach and team mentor for my customer service team under Tom Reagan from August of 2013 through July of 2014
- CPR/AED certified September 2015
- Member of Military & Veterans BRG (2016-Present)
- CEB training program completion in June 2016
- Claims/PPI teams mentor (2019-2020)
- Claims/PPI teams lead (2020-pres.)
Timeline
Accountant Examiner II
Opportunities for Ohioans with Disabilities (OOD) – State of Ohio
11.2024 - Current
Support Queue (SDO)
Universal Support Center
10.2014 - 03.2015
PPI Team Lead (COB Specialty)
VSP Vision Care
01.2012 - 11.2024
Server
Darden Restaurants-Red Lobster
01.2006 - 01.2014
Server/Host/Prep Cook/FOH lead
YUM! - Pizza Hut
01.2003 - 01.2007
Diploma - undefined
Utica high school
Bachelor of Applied Arts - English And Journalism
Ohio State University