William Francis
Charlestown,IN
Summary
Accomplished Leader and Business & Process Improvement Professional. Drive operational excellence through effective leadership, collaboration and data-driven insights and continuous process enhancement.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Lead, Performance / Process Improvement – IT Service Operations
HUMANA INC.
01.2020 - 03.2024
- Functioned as a liaison for the ITSMO to all IT Service Management Practice Areas providing consulting services as well as other requests
- Identified inefficiencies and bottlenecks in existing IT Service Management (ITSM) processes, utilizing ITIL4 and Lean methodologies
- Implemented the IT Service Management Office (ITSMO) Process Value Campaign and served as Communications Directly Responsible Individual (DRI), ensuring timely updates to the ITSM organization regarding policy, process changes, and ongoing / completed projects
- Conducted multiple maturity assessment exercises, analyzing the results to identify strengths and weaknesses, and presented findings and recommendations to each practice area
- Collaborated with organizational stakeholders to align process improvement initiatives with strategic objectives.
Quality Assurance Manager, Consumer and Provider Service Solutions
HUMANA INC.
08.2015 - 01.2020
- Managed a team of thirty-four employees including two Supervisors, one Consultant, and two analysts spearheading strategies and defining long-range goals, while managing an annual budget of $11M
- Oversaw the daily operations of the department, including pre-boarding, onboarding, recruitment, and ongoing associate development, ensuring completed tasks, and met by the established deadline
- Prepared and conducted regular reviews (weekly, monthly, and quarterly) of departmental metrics and dashboards, analyzing data to offer actionable insights that enhanced stakeholder performance
- Led cost-savings project initiatives focused on creating more efficient processes via outsourcing, audit elimination, and automation, achieving savings of more than $1.5 mil
- Collaborated with key stakeholders, including those at a VP level, to understand objectives and incorporate those objectives into goals
- Established departmental objectives, identified necessary resources, and created work plans to ensure effective and efficient departmental performance.
Consultant, Corporate Large Group Underwriting
HUMANA INC.
06.2012 - 08.2015
- Served as the primary contact for the performance guarantee process, leading meetings, managing updates, reporting, and addressing identified issues
- Led multiple system enhancement projects working with the IT coding department employing business requirements as a benchmark, performing User Acceptance Testing on the functionality changes, while reporting any identified errors to IT to rectify
- Spearheaded the creation of new process flows, training videos, and documents providing self-help documentation for sales employees ensuring they had the necessary resources to use all sales applications successfully.
Education
Bachelor of Science (BS) - Business Administration
Indiana Wesleyan University
Marion, IN12.2022
Skills
- Operational Excellence
- Process Documentation
- Process Mapping
- Process improvement solutions
- Project Management
- Vendor Management
- Change Management
- Business Process Mapping
- Coaching and Mentoring
- Operations Management
- Strategic Planning
Accomplishments
- Collaborated with team of [Number] in the development of [Project name].
- Achieved [Result] through effectively helping with [Task].
Certification
- ITIL 4 Foundations – People Cert
- Lean Six Sigma Green Belt
- Two-time Star Award winner
- People First Leader
Timeline
Lead, Performance / Process Improvement – IT Service Operations
HUMANA INC.
01.2020 - 03.2024
Quality Assurance Manager, Consumer and Provider Service Solutions
HUMANA INC.
08.2015 - 01.2020
Consultant, Corporate Large Group Underwriting
HUMANA INC.
06.2012 - 08.2015
Bachelor of Science (BS) - Business Administration
Indiana Wesleyan University
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