Quintòn Otis, Sr. MBA

• Developed and implemented lesson plans for business classes.
• SABRE business simulation trained
• Executive MBA LMS
• Organized student-led projects to encourage critical thinking and problem solving skills.
• Provided guidance and feedback on assignments, presentations, papers, and examinations.
• Mentored students in developing individualized academic goals.
• Assessed student performance through quizzes, tests, or other evaluation methods.
• Encouraged active learning by creating a collaborative classroom environment.
• Utilized various teaching methods such as lectures, discussions, and demonstrations.
• Provided technical support for instructors using the LMS system.
• Created and maintained user accounts in the Learning Management System for new users.
• Developed training materials, including tutorials and documentation, to support users of the LMS. (Canvas, BlackBoard, Brightspace, Pearson)
• Assisted with troubleshooting issues related to the use of the LMS platform. (Canvas, BlackBoard, Brightspace, Pearson)
• Conducted periodic reviews of existing courses and content on the LMS platform. (Canvas, BlackBoard, Brightspace, Pearson)
• Monitored usage statistics, such as course completion rates and time spent in courses, to identify areas of improvement.
• Coordinated with stakeholders across departments to ensure successful implementation of changes to the LMS platform.
• Analyzed existing data within the LMS system to identify trends and opportunities for improvement.
• Collaborated with IT staff members regarding any technical issues associated with using or maintaining an LMS system.
• Deployed updates or patches related to bug fixes or other improvements on a regular basis.
• Updated content on the LMS platform based on feedback from instructors or students.
• Developed strategies to optimize user engagement with learning content on the LMS platform.
• Performed regular maintenance tasks to ensure the smooth functioning of the LMS system.

• Developed and taught online courses in the field of Business Administration, Computer Science, Organizational Leadership, Project Management, and History.
• Created and maintained user accounts in the Learning Management System for new users.
• Assisted with troubleshooting issues related to the use of the LMS platform.
• Provided students with timely feedback on assignments, tests, and projects.
• Created course materials such as syllabi, lecture notes, and presentations.
• Assisted students in understanding course material through virtual office hours.
• Maintained student records and grades according to university policy.
• Collaborated with other faculty members to develop instructional strategies for online learning environment.
• Utilized a variety of teaching methods such as webinars, podcasts, and video conferencing tools.
• Conducted research related to current trends in the field of business administration.
• Monitored student progress throughout the duration of the course.
• Advised students on academic issues such as course selection and study techniques.
• Resolved student complaints in an efficient manner.
• Developed innovative approaches to facilitate learning for diverse learners.
• Identified potential areas for improvement within existing curriculum or program design.
• Facilitated discussion boards on topics related to business administration.
• Promoted active learning by creating meaningful activities that engage students both inside and outside the classroom.
• Assisted students in achieving completion of learning objectives.
• Fostered classroom environment conducive to learning and building character.

• Collaborated with and mentored technology staff, promoting synergetic partnerships, credibility and teamwork.
• Designed contingency planning, formal training and employee development plan to increase staff quality performance.
• PeopleSoft Administrator
• Analyzed financial data, developed budget and managed expenditures for technology services.
• Customized technology systems to fit company needs.
• Oversaw IT staff and general system maintenance.
• Monitored changes and updates in technology systems.
• Consistently tested and developed strategies to improve information flow throughout organization.
• Updated IT systems for Brookdale Corporate and installed necessary updates.
• Oversaw various IT staff, personalizing oversight to create positive working relationships and effective management structures.
• Developed and implemented short and long-term technology programs to determine performance measurements, outcomes and investment needs.
• Exceeded sales goals and improved profitability by aligning sales strategies and business plans with market trends.
• Retained clients and obtained referrals by promptly resolving customer complaints, providing value and promoting quality.
• Assigned qualified leads to field sales team for further development and closure.
• Sourced new sales opportunities through inbound lead follow-up.
• Addressed clients' indecision, complaints and desires head-on to overcome hesitations and close sales.
• Engaged potential customers using mix of prepared statements and expertise in sales.
• Managed customer expectations by clarifying needs, identifying options and recommending products and services.
• Assisted customers with various types of technical issues via email, live chat and telephone.
• Installed IP, network equipment and facilities.
• Provided support for end users.
• Handled multiple simultaneous deployment projects against strict deadlines.
• Documented client network details in preparation for implementing communication systems and associated applications.
• Ordered equipment and services for voice, data and cabling.
• Installed, maintained and supported SIP applications.
• Installed, maintained and supported CTI applications.

• Advised leadership on vacation and sick time, benefits, job services and employment discrepancies.
• Managed full-cycle human resource operational activities to maximize HR employee performance.
• Developed hiring and recruitment policies to drive transparent and fair hiring process for selecting candidates on basis of merit and relevance with job.
• Supported top talent identification processes by interviewing candidates and executing onboarding, orientation and benefits processes.
• Initiated employee evaluation process and recommended policy changes to help staff progress toward desired readiness goals.
• Oversaw enrollment of new employees and company-wide yearly enrollment period.
• Provided assistance to plan participants by explaining benefits information to ensure educated selections.
• Communicated effectively via email, phone and face-to-face with plan participants to resolve issues pertaining to health and welfare benefits.
• Reviewed employee enrollments to verify accuracy, inputting information into company database.
• Oversaw issuance of compensation, benefits and leave.
• Prepared and administered annual department budget.
• Maintained knowledge of regulatory changes, new trends and employment laws.

As the Senior Director of Operations, supporting medical providers, hospitals, and insurance carriers as clients, my primary responsibilities included: client management, development & implementing KPI improvement plans, and overseeing the daily site operations including direct supervision of (5) Operations Managers, (3) Business Analysts (6)C/S Supervisors, (6)Team Leads, (47)Customer Support Agents, (1)Trainer, (2)Quality Assurance Spec And (2)Workforce Mgmt Analyst

Successes Include:

• Taking the helm of an under-performing call center, I created and implemented a road map for turnaround and success, providing strong leadership direction to execute my tactical plans to improve attendance, recruiting, training, quality, SOX compliance, and employee morale
• Effectively executed my “Leadership by Example” management style to demonstrate to the existing Team Managers, how to communicate expectations and effectively inspect them
• Stabilized high employee attrition by decreasing absenteeism rate from 47%, to a sustainable rate of 13%, through my direct engagement with the supervisor-to-agent coaching and accountability processes
• Expanded billable hours/revenue for Change Healthcare through streamlining operation processes and re-aligning support staff contractual tasks

Operational Tasks:

• Assist in directing and controlling the timely processing/adjudication and expedites payment of hospital, physician and/or supplementary claims, and/or assists in directing and controlling key claim support functions including system support, plan building, quality assurance, training, provider maintenance, claim keying operations, clerical support and assorted other functions
• Assist in the development and implementation of operating procedures and utilization safeguards
• Coordinates projects relating to claim operations and procedures, insuring timely, accurate and cost-effective completion of assignments
• Coordinate and supervise the preparation of regular and special management reports and the completion of various claims studies and reviews for completeness and analysis
• Assume the responsibility to determine and authorize exceptions to normal operating procedures when necessary
• May assume responsibility for the operation of the department in the absence of the manager
• Maintain technical knowledge of claims procedures
• Issue verbal and / or written communications / correspondence, whether internal or external, as related to the claims area
• Interface with other departments in the course of supervisory duties
• Conduct employee evaluations including ongoing feedback and development of staff
• Administer personnel policies and procedures fairly and consistently
• Act in a problem-solving capacity as related to internal or external issues
• Maintain up-to-date knowledge of all factors including benefit plans, systems, policies, practices, decisions, etc
• That affect the day-to-day operations of the Claims
• Demonstrate a solid understanding of all Escalations related processes and how they relate to other department processes and to specific clients
• Assist with the training and cross-training of employees with existing and new procedures as they are implemented
• Serve as the SME for new launches on behalf of Customer Satisfaction
• Assist Manager to ensure employee understanding of and adherence to related job requirements and performance standards (SLA’s)
• Assist in establishing employee performance standards and expectations
• Responsible for tracking and enhancing employee performance
• Responsible for the gathering of individual/team performance data, meeting SLA’s
• Responsible for the organization of performance data for reporting purposes
• Assist with distribution of operations-related materials
• Ensure employees have all available job-related materials
• Make recommendations for improvements to the department’s processes to increase efficiency and productivity
• Collaborate pro-actively and successfully across departmental boundaries when applicable
• Communicate with other departments regarding escalations procedures
• Promote the company’s Core Values
• Empower and challenge others to their highest level of potential
• Build and maintain an environment grounded in trust and fairness
• Exercise good judgment in pro-actively determining solutions to new and on-going problems/issues.

• Manages the overall daily operations of a store including hiring, discipline, and scheduling of employees to ensure cost effective and quality store operations
• Provides resolution to customer issues relating to equipment issues, including but not limited to operational, maintenance and repair aspects of equipment
• Delivers an outstanding store experience that improves customer loyalty and strengthens the Sprint Brand
• Meets or exceeds key performance objectives that include service and repair metrics, sales and customer satisfaction goals
• Performs various inventory tasks such as monitoring inventory levels and merchandising product on the sales floor
• Provided company users with tech support for IT problems and account maintenance.
• Maintained knowledge of advances in information technology systems and applications.
• Managed backup, user account and helpdesk systems.
• Analyzed workflows and established priorities for daily operations.

• Manage & supervise team of customer service associates, and their productivity
• Demonstrate a solid understanding of all Escalations related processes and how they relate to other department processes and to specific clients
• Assist with the training and cross-training of employees with existing and new procedures as they are implemented
• Serve as the SME for new launches on behalf of Customer Satisfaction
• Assist Manager to ensure employee understanding of and adherence to related job requirements and performance standards (SLA’s)
• Assist in establishing employee performance standards and expectations
• Responsible for tracking and enhancing employee performance
• Responsible for the gathering of individual/team performance data, meeting SLA’s
• Responsible for the organization of performance data for reporting purposes
• Assist with distribution of operations-related materials
• Ensure employees have all available job-related materials
• Make recommendations for improvements to the department’s processes to increase efficiency and productivity
• Collaborate pro-actively and successfully across departmental boundaries when applicable
• Communicate with other departments regarding escalations procedures
• Promote the company’s Core Values
• Empower and challenge others to their highest level of potential
• Build and maintain an environment grounded in trust and fairness
• Exercise good judgment in pro-actively determining solutions to new and on-going problems/issues.