Omar Graves
Springfield Gardens,NY
Summary
Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
13
13
years of professional experience
3
3
years of post-secondary education
Work History
Attorney Network Operations Manager
Strategic Financial Services
New York, NY
01.2019 - 01.2024
- Responsible for managing large-scale projects and introducing new systems, tools, and processes to achieve challenging objectives.
- Implemented productivity benchmarks across the Negotiations team to maximize company revenue.
- Monitored performance of Law Firm Network Partners.
- Hold Bi/weekly meetings to create business plans and workshops to drive successful business with our attorneys.
- Analyze and utilize reports to train, coach, and review with our attorneys on industry trends.
- Improved negotiation utilization performance by 15% since January of 2023.
- Drive all company-wide initiatives by collaborating with peers and cross-functional teams.
- Identify cost improvement changes and cost savings plans to increase company savings.
- Implemented and developed operational standards, policies, and procedures.
- Handle escalated litigation cases.
Manager of Litigation Operations
Strategic Financial Services
New York, NY
04.2017 - 12.2018
- Responsible for developing and maintaining strong relationships with cross-functional departments to achieve the needs of the clients.
- Managed the daily inventory distribution to all team members.
- Resolved all escalated litigation concerns via email, client-facing, and by phone call.
- Management of case resolution to meet SLA guidelines and kept under 72-hour timeframe.
- Monitored additional funds obtained from clients as well as call success rates to ensure optimal client experience.
- Consistently updated scripting to align with all compliance changes for the Summons Consultation Strategy.
- Communicated with the Attorney Network Manager on client escalations.
- Responsible for reviewing documents through all stages of the Litigation process.
- Participated in weekly litigation meetings and liaised with managing counsel.
- Oversaw a team of 15 agents primarily focusing on Inbound and Outbound consultation with escalated litigation cases.
Manager of Negotiations
Strategic Financial Services
New York, NY
01.2012 - 03.2017
- Participated in multiple projects to research and increase productivity and efficiency in multiple areas.
- Crafted a pre-litigation strategy to reduce incoming summons’ and implemented a team to efficiently process attorney settlements.
- Maintained service and quality standards throughout the department while delivering an exceptional level of service to each client.
- Coached and developed team members while supporting their professional growth.
- Responsible for hiring team members, coaching, conducting performance evaluations, and performance management of direct reports while driving and meeting monthly goals.
Negotiator
Strategic Financial Services
New York, NY
02.2011 - 12.2011
- Responsible for negotiating litigation and non-litigation debts for acceptable percentages for settlements.
- Worked diligently on client cases to resolve escalated and complex situations.
- Developed and built a rapport with creditors, collection agencies, and attorney offices to negotiate on our client's behalf.
Education
Some College (No Degree) - Business Administration
Lincoln University
Oxford, PA 08.1994 - 08.1997
Skills
- Optimization of Workflows
- Experience with Salesforce
- Change Management
- Champion of Culture and Values
- Data-Driven Decision-Making
- Influencing and Negotiating
- Cross-Functional Team Leadership
- Project Management
Accomplishments
- Creation of short settlement process and strategy calls.
- Implemented an outbound call-dialing tool e.g., ‘Call Fire’ for the Strategy department that quickly cascaded throughout the Negotiations and Customer Service departments.
- Collaborated with cross-functional team to develop and deploy client retention strategies.
- Researched and implemented methods to reduce the number of outbound calls to successfully complete a strategy call and increase efficiency.
- Improved relationships with creditors by doing a scrub list on all legal files.
- Developed and designed the workflow processor for attorney settlements to ensure all settlements would be paid.
- Designed the Attorney Network Report Card to view attorney performance and drive accountability.
Timeline
Attorney Network Operations Manager
Strategic Financial Services
01.2019 - 01.2024
Manager of Litigation Operations
Strategic Financial Services
04.2017 - 12.2018
Manager of Negotiations
Strategic Financial Services
01.2012 - 03.2017
Negotiator
Strategic Financial Services
02.2011 - 12.2011
Some College (No Degree) - Business Administration
Lincoln University
08.1994 - 08.1997
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