Noel Bailey
Team Lead/Contract Management
Sulphur Springs,Texas
Summary
Lead Manager and driving force ensuring customer satisfaction. Manage activities during entire customer lifecycle across acquisition, retention and support. Work directly with cross-functional teams across product, marketing, finance and operations. Contribute to continuous process improvement to meet goals. Experienced Supervisor leading team members on-time job completion. Assign tasks, train employees, provide feedback, mediate interpersonal conflicts, and implement company procedures. Excellent communication and listening skills. Provide leadership and vision that drives teams to meet goals. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. A Multi-tasking Manager is well-known for creating a positive workplace culture and high-performing teams. Demonstrated Medicaid Outstationed Worker Program expertise, including competitive offerings, pricing, and market positioning. Encouraging manager and analytical problem-solver with talents for team building, leading, and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring, and morale-building abilities to enhance employee engagement and boost performance. Collaborative leader with a dedication to partnering with coworkers to promote an engaged, empowering work culture. Documented strengths in building and maintaining relationships with a diverse range of stakeholders in dynamic, fast-paced settings. Customer-focused professional with a successful 34-year career in the Medical and Social Services sector. Dynamic successful applying basic knowledge and technical knowledge in a busy business environment. To seek and maintain a full-time position that offers professional challenges utilizing interpersonal skills, excellent time management, and problem-solving skills.
Overview
48
48
years of professional experience
Work History
Team Lead Manager
Texas Health And Human Services
08.2021 - Current
- Delegated high volumes of work to empower team, build trust, and assist with professional development.
- Evaluated employee performance and coached and trained to improve weak areas.
- Set overall vision and provided team leadership.
- Charged with staffing, performance management and reviews, coaching, mentoring, salary development, and budget allocations.
- Determine innovations to save over one million dollars a year for the State of Texas
- Determine innovations for automated payment solutions to allow contracts to pay State of Texas funds by ACH and credit cards.
- Acting as lead trainer for all new contract managers to ensure they are able to handle regional requirements
- Measured team performance and reported metrics to leadership team members.
- Defined operational metrics to evaluate efficiency of processes and procedures.
- Liaised internally to focus on administrative and organizational matters and externally to concentrate on professional practice issues.
- Helped foster culture of customer centricity by aligning with product, marketing, operations, finance and executive teams to drive initiatives centered on customer success
- Streamlined operations to improve process efficiency.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Defined clear targets and objectives and communicated to other team members.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Established team priorities, maintained schedules and monitored performance.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Developed detailed plans based on broad guidance and direction.
- Launched quality assurance practices for each phase of development
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
Contract Manager IV
Texas Health And Human Service Commission
02.2013 - 08.2021
- Tracked contracts for management and issued regular tracking reports covering current status and upcoming milestones.
- Compiled required documentation to keep contracts compliant with state requirements.
- Interpreted contact terms and coordinated solutions to resolve disputes between clients and service providers.
- Managed, supervised, and controlled the execution of contracts ranging from $17,117 to $1.5 million.
- Onboarded and trained new staff to keep the team efficient and prepare team members to effectively handle the demands of simultaneous and large-scale contracts.
- Mitigated business risks by analyzing contracts' potential impacts and avoiding unfavorable terms.
- Monitored contracts' performance to detect non-compliance with terms and deficient returns and organize proactive resolutions.
- Maintained Sales Force database for with contract, vendor and customer information.
- Supported timely and complete billing by documenting milestones and submitting accurate invoicing paperwork.
- Arranged service delivery to 217 active contracts by overseeing workers, coordinating resources, and setting schedules.
- Analyzed new laws and regulations to identify required changes and proactively adjust systems.
- Cultivated strong relationships with vendors and partners supporting administrative operations.
- Negotiated and executed contracts on behalf of the department.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
- Built and managed processes for tracking and monitoring department performance.
- Maintained primary relationship accountability for clients, overall servicing responsibility, and client satisfaction to maximize the profitability of client relationships.
- Organized and updated databases, records, and other information resources.
- Created reports, presentations, and other materials for executive staff.
- Analyzed and solved multi-faceted problems that affected executive leaders and business initiatives.
- Improved customer satisfaction scores through the application of superior conflict resolution and problem-solving skills.
- Identified opportunities to streamline processes and improve office operations and efficiency.
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
- Built a highly-efficient administrative team through ongoing coaching and professional development opportunities.
Contract & Special Projects Manager
Texas Health And Human Service Commission
03.2003 - 02.2013
- Facilitated successful negotiations, constructed complex financial rate structures, and drafted contract language.
- Liaised with different departments to coordinate information and data gathering for contract development.
- Managed assigned contracts throughout the lifecycle, identifying the need for and implementing amendments, renewals, terminations, and other necessary contractual actions.
- Prepared product proposals, contract terms and conditions, and document modifications.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Worked effectively in fast-paced environments.
- Managed time efficiently in order to complete all tasks within deadlines.
Support Services Director
Texas Health And Human Service Commission
09.1999 - 03.2003
- Contributed strong, data-backed feedback into product engineering, technical enablement, operational policies and workflows.
- Understood use cases and workflows to continually assess systems, best practices, tool quality and suggested areas of improvements.
- Owned, tracked and reported on key performance metrics.
- Led global support initiatives within Tier 2 teams to address areas such as new product training, new process and tool training, new goals and standard methodologies.
- Developed and maintained strong partnerships with business operation teams to inspire change within defined processes and workflows.
- Collaborated with faculty, staff and students to identify and address institutional challenges.
- Guided and supported faculty and staff in development of new programs.
- Coordinated and supervised academic advising activities.
- Devised programs to promote diversity and inclusion among staff, faculty and students.
- Prepared and administered budget of $[Amount] for campus with [Number] students.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
Regional Operations Officer
Texas Health And Human Services
03.1999 - 08.1999
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Developed and maintained relationships with external vendors and suppliers.
- Developed and implemented strategies to maximize customer satisfaction.
- Analyzed and reported on key performance metrics to senior management.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Increased profit by streamlining operations.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
- Devised processes to boost long-term business success and increase profit levels.
- Interacted well with customers to build connections and nurture relationships.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Reported issues to higher management with great detail.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Mitigated business risks by working closely with staff members and assessing performance.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Reduced operational risks while organizing data to forecast performance trends.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
Data Broker Coordinator
Texas Health And Human Services
04.1998 - 03.1999
- Developed working knowledge of strategic carrier capacity and network.
- Assessed risk and guard against unforeseen circumstances, recommended solutions and counseled others.
- Leveraged brokerage pricing techniques and tools, market awareness and knowledge to secure business while building customer portfolio.
- Monitored and assessed customer portfolio while continually strengthening relationships with existing customers.
- Spearheaded carrier prospecting, management, negotiations and relations.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Worked effectively in fast-paced environments.
LTC Services and Community Based Alternative Adv.
Texas Health And Human Services
09.1990 - 04.1998
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Greeted customers and offered assistance with selecting merchandise, finding accessories and completing purchases.
- Built relationships with customers and community to promote long term business growth.
- Contributed to team objectives in fast-paced environment.
- Set and achieved company defined goals.
- Presented professional image consistent with company's brand values.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Developed and maintained strong working relationships with professionals within assigned territory.
- Met with customers to discuss and ascertain needs, tailor solutions and close deals.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Developed, maintained and utilized diverse client base.
President and CEO
Enloe State Bank
12.1975 - 08.1990
- Hired and managed employees to maximize productivity while training staff on best practices and protocols.
- Developed and implemented new strategies and policies to establish long-term business objectives and provide strong and sustainable organizational leadership.
- Cultivated strong relationships with external partners to foster collaboration and maximize resources.
- Reduced operational costs through strategic cost management initiatives.
- Monitored financial performance and implemented measures to enforce compliance with budgetary standards.
- Supported project management team for optimal performance.
- Prepared annual budget forecasts and monitored performance to meet organizational objectives.
- Developed and implemented new strategies and policies in collaboration with executive partners to establish and achieve long-term business objectives, providing company with strong and sustainable organizational leadership.
- Employed optimal safety practices to reduce worksite complaints and hazards.
- Established innovative policies to improve organizational performance and increase customer satisfaction.
- Mitigated regulatory risks by overseeing adherence to insurance and safety regulations.
- Developed and implemented comprehensive risk management programs to mitigate potential liabilities.
- Led operational team in development, rollout, and management of new product lines.
- Spearheaded development and implementation of distributed organizational structure to increase efficiency.
- Facilitated communication between departmental teams and stakeholders to build consensus.
- Established and maintained strong relationships with customers, vendors and strategic partners.
- Managed financial, operational and human resources to optimize business performance.
- Maintained P&L and shouldered corporate fiscal responsibility.
- Initiated strategy to drive company growth and increase market share and profitability.
- Oversaw business-wide changes to modernize procedures and organization.
- Monitored key business risks and established risk management procedures.
- Represented organization at industry conferences and events.
- Analyzed industry trends and tracked competitor activities to inform decision making.
- Developed innovative sales and marketing strategies to facilitate business expansion.
- Formulated and executed strategic initiatives to improve product offerings.
- Collaborated with legal, accounting and other professional teams to review and maintain compliance with regulations.
- Cultivated company-wide culture of innovation and collaboration.
- Led recruitment and development of strategic alliances to maximize utilization of existing talent and capabilities.
- Oversaw divisional marketing, advertising and new product development.
- Devised and presented business plans and forecasts to board of directors.
- Shaped solutions and approaches by leveraging trends in customer marketplaces and industries.
- Created succession plans to provide continuity of operations during leadership transitions.
- Directed technological improvements, reducing waste and business bottlenecks.
- Communicated business performance, forecasts and strategies to investors and shareholders.
- Founded performance- and merit-based evaluation system to assess staff performance.
Education
Master of Science - Science Teacher Education
Texas A&M University - Commerce
Commerce, TX05.1972
Bachelor of Science - Education And Science
Texas A&M University - Commerce
Commerce, TX06.1971
Skills
- Data Analytics
- Business Process Modeling
- Monitor Equipment
- Revenue Development
- Financial Management
- Train Employees
- Manage Budgets
- Special Assignments
- Business Process
- Leadership
- Customer Service
- Risk Management
- Manage Contracts
- Statistics
Timeline
Team Lead Manager
Texas Health And Human Services
08.2021 - Current
Contract Manager IV
Texas Health And Human Service Commission
02.2013 - 08.2021
Contract & Special Projects Manager
Texas Health And Human Service Commission
03.2003 - 02.2013
Support Services Director
Texas Health And Human Service Commission
09.1999 - 03.2003
Regional Operations Officer
Texas Health And Human Services
03.1999 - 08.1999
Data Broker Coordinator
Texas Health And Human Services
04.1998 - 03.1999
LTC Services and Community Based Alternative Adv.
Texas Health And Human Services
09.1990 - 04.1998
President and CEO
Enloe State Bank
12.1975 - 08.1990
Master of Science - Science Teacher Education
Texas A&M University - Commerce
Bachelor of Science - Education And Science
Texas A&M University - Commerce
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