Lucas T. Overby
Clearwater FL, 33756,FL
Summary
Seasoned leader with over two decades of experience, in a broad range of industries. Excelling in remote team and call center management, business development, mid to long range forecasting, and team building and development. Demonstrated expertise in government relations and risk assessment, and known for creative problem-solving and effective communication, driving operational excellence and long-term growth.
Overview
25
25
years of professional experience
Work History
Call Center Supervisor
Bioderm Inc.
07.2024 - Current
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Supervised 20 associates ranging from ISR, CSR, and MPS in providing excellent customer service to callers requiring assistance with product information, ordering and medical issues during use.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
- Developed process controls and metrics for daily management of call center.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
- Trained team members on performance metrics and consumer behavior identification.
Operations Supervisor
SAS Data Retrieval
02.2024 - 07.2024
- Inception, creation, dissemination, and training on new internal processes and client available products. Including data analysis and governmental relations.
- Interdepartmental communications and integration, including international teams. Training and development of a data analyst team.
- Lead department and company All Hands
- Oversaw day-to-day operations to ensure efficiency and productivity within the team
- Implemented new processes and procedures to streamline operations and improve workflow
- Monitored key performance indicators to track progress and identify areas for improvement
- Collaborated with cross-functional teams to achieve departmental goals and objectives
General Manager
HMS Host
06.2023 - 02.2024
- Hire, train, and manage an average staff size of 30 members
- Manage HR aspects of payroll, attendance, and interpersonal relationships for staff members
- Inventory ordering and management
- Design and execute in house training and development program
- Balance the needs of the company, the airport, and Starbucks corporate to maximize exceptional outcomes
- Forecast scheduling and purchasing using multi year data reference points, flight schedules, and available federal agency data
- Government regulatory compliance and planning
- Led a team of 50+ employees to consistently meet and exceed sales targets, resulting in a 15% increase in revenue year over year
- Established strong relationships with key stakeholders, vendors, and customers to enhance business partnerships and drive long-term success
- Implemented training and development programs to enhance employee productivity and performance, resulting in a 20% increase in employee retention rates
General Manager / Business Developer
Multiple Small Businesses
05.2017 - 04.2023
- Design, procurement, and execution of all menu items
- Vendor relations including ordering and purchasing
- Creation and execution of internal training documents
- Back of house management
- Government regulatory compliance and planning
- Spearheaded strategic planning initiatives to drive business development opportunities and achieve revenue growth targets
- Developed and maintained strong relationships with key clients and partners to establish long-term partnerships and secure new business opportunities
- Created and executed comprehensive marketing strategies to expand brand presence and drive business growth
- Oversaw daily operations and provided leadership and direction to ensure operational excellence and achievement of business objectives
- Managed budget implementations, employee evaluations, and contract details.
- Implemented operational strategies and effectively built customer and employee loyalty.
- Maximized operational excellence mentoring personnel on management principles, industry practices, and company procedures.
- Reduced operational risks while organizing data to forecast performance trends.
- Designed and implemented marketing campaigns, including web and social media.
COO
Rose & Thorn Consulting
01.2015 - 05.2017
- Government and public relations
- Internal development and long term forecasting specialist
- Regulatory integration in sever fields for differnt client types
- Project management
- Creation, development, and deployment of internal training documents for client companies
- Legislative analysis including long term projections and unintended consequences and risk assessment. Oversaw daily operations of a global organization with a focus on strategic planning and execution to drive growth and profitability.
- Established strong partnerships with key stakeholders to drive business development initiatives and establish new revenue streams.
Dive Supervisor
Dive-Tech International Inc.
06.1999 - 12.2014
- Government and public relations
- Lead diver and dive supervisor
- Project management and creation
- Government regulatory compliance and planning
- Supervise a team of divers, providing guidance and training as needed to maintain high-quality work standards
- Oversee daily dive operations, ensuring compliance with safety protocols and regulations
- Conduct regular inspections of dive equipment and facilities to ensure proper functioning and maintenance
- Coordinate dive schedules, logistics, and resources to efficiently complete underwater projects on time and within budget
- Communicate effectively with clients, team members, and contractors to ensure smooth execution of dive operations
Education
Center For Advanced Technology Lakewood High School
St. Petersburg, FLOcean Engineering
Florida Atlantic Univerity
Boca Raton, FLBusiness Management and Business Law
St. Petersburg College
St. Petersburg, FLSkills
- Remote Team Management
- Government relations
- Long term forecasting
- Data analysis and extrapolation
- Communications
- Small to mid sized team management
- Call Center Management
- Risk assessment
- Twenty years experience
- Relationship building
- Creative problem solving
- Script Development
Timeline
Call Center Supervisor
Bioderm Inc.
07.2024 - Current
Operations Supervisor
SAS Data Retrieval
02.2024 - 07.2024
General Manager
HMS Host
06.2023 - 02.2024
General Manager / Business Developer
Multiple Small Businesses
05.2017 - 04.2023
COO
Rose & Thorn Consulting
01.2015 - 05.2017
Dive Supervisor
Dive-Tech International Inc.
06.1999 - 12.2014
Center For Advanced Technology Lakewood High School
Ocean Engineering
Florida Atlantic Univerity
Business Management and Business Law
St. Petersburg College
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