WILLIAM PRUDE
Orange Park,Florida
Summary
Accomplished and innovative leader with extensive experience aligning organizational talent | Business Manager | Supervisor | Team lead | Trainer & Recruiting | Call Center Experience Customer Service, sales & financial, with over 30 years of experience. Excellent reputation for resolving problems, quality control including a liaison. Improving customer satisfaction | driving overall operational improvements. Highly energetic, and versatile leader committed to continuous improvements. Proven history of motivating staff to work together to achieve targets | Remote & In Office Setting.
Overview
21
21
years of professional experience
Work History
Home Preservation Specialist
Wells Fargo Co
Jacksonville, Florida
06.2020 - Current
- Evaluate and validate Loss Mitigation options for delinquent borrowers’ home loan, work with borrowers to cure delinquency, and approval of Loan Modifications, Short Sales, and Property Liquidations
- Recommend solutions to maintain homeownership, including HAMP, proprietary modifications, repayment plans
- Analyzed borrower’s financial situation and made recommendations on loan to resolve the delinquency
- Collect information, direct interact with clients to evaluate financial positions, and providing appropriate solutions
- Communicate with borrowers and/or agencies of loan modification decisions, status, options, timelines, coordination touchpoints, and borrower obligations through the process
- Worked closely with Underwriters and Investors (FHA | Fannie Mae | Freddie Mac | VA | Bank & Private)
- Evaluated credit reports, processing history and bank statements.
- Discussed loan needs and financial histories with clients and conveyed information regarding application processes.
- Processed denials, discussed liquidation options including short sales, deed in lieu
- Responsible for researching various issues and reporting exceptions for Corporate Trust clients to ensure client satisfaction, quality control, and compliance with custodial agreements.
Customer Service Pharmacy Advocate
Optum RX, United Health
Jacksonville, Florida
10.2016 - 06.2018
- Respond to incoming calls 100 to 120 daily from customers on issues related to benefit eligibility questions, prescription status inquiries
- Guide plus educate callers on their prescription benefits & medicine cabinet, use of plan, formulary, premiums
- Update status of orders, claims, or inquiries identify issues, communicate solutions & steps to customers, pharmacy inquiries on status & stock including physicians with prescription orders including reorders
- Make outbound calls to customers on prescription orders, took care of payment issues & co-pays
- Actively communicating pill packaging, home delivery, and mail order solutions & status
- Educated members on pharmacy rules related to medication, listening to concerns, answering questions
Case Manager
Optum RX, United Health
Jacksonville, Florida
03.2003 - 06.2018
- Process intake of 50-100 cases daily submission & escalations received from Client Advocacy Team (CAT), Research & Resolution (R&R), Demand Management (DM) assigned and acknowledged by appropriate team member, utilized multiple applications pertaining to member benefits and provider
- Educated members on pharmacy rules related to medication
- Assessing, planning, implementing, monitoring, and evaluating actions required to meet the client's health and human services needed
- Examine current customer service policies & provider compliance by tracking medication and supply usage
- Perform competitor research to community pharmacies to verify co-pays and verify access including availability
- Executes and maintains reports based on research
- Advocate for the customer in leadership meetings
- Ensure customer service team follows procedures & policies | Educate on mandates, new policies pertaining to prescriptions.
Team Supervisor
Bernard BPO
Jacksonville, Florida
09.2015 - 09.2016
- Managed 20 - 25 Customer Service representatives daily ensured adherence | company policies
- Track system results, coach agents, monitor effectiveness to ensure productivity plus quality goals were achieved and maintained
- Maintained quality assurance | agent performance enhancement by tracking productivity behaviors
- Identified agents' weaknesses by evaluating overall performance, added value to employee roles with ongoing training
- Personally, awarded multiple customer service awards for outstanding team performance, received 100% outstanding quality | attendance, promoted to supervisor within three months
- Evaluated employee performance, identify areas of improvement added value to employee roles with ongoing training
- Assisted newly hired team members by explaining company procedures, safety requirements delivered positive feedback upon job task completion
Business Manager & Designer
Creative Print & Design LLC
Jacksonville, Florida
10.2005 - 08.2015
- Identified target markets, leveraged existing marketing channels
- Improved business relationships from 25% to 95% | Grew customer base from 50 clients to 150 clients Trained | coached staff to increase product knowledge, market & competitors
- Helped manage | build existing client relationships, including new clients | Presentation
- Designed detailed business plans to outline finances, goals, and operations of a company
- Responsible for employee hiring, recruitment, and training
- Led employee performance reviews and discussed improvement strategies with each team member
- Negotiated Business to Business Deals offering our service to current and potential clients
- Conducted speaking engagements including business networking
- Portfolio Performance / Monthly Finance touchpoints
Education
Bachelor of Science - Information Technology
University of Phoenix
12.2023
Marketing for small business Advanced Multimedia Development Certificate, Business classes, Graduate -
11.2021
Associate of Science - Business Education
John Hay High School
01.2021
Business Implementation Including Certificate of Mass Media & Business -
Diploma - Business
John Carroll University
Skills
- Strong Visual & Active Listening Skills
- Strong Verbal & Written Communication Skills
- Strong Leadership Skills Training
- Organizational Skills
- Excellent Analytical Skills
- Problem-Solving Skills
- Logic & Excellent Attention to Detail
- Quality Assurance and Control
- Microsoft Office (Word Excel PowerPoint SharePoint Outlook)
- Conflict Resolution Negotiation skills
- Exceptional Customer Service Skills Sales
- Excellent Research Skills
- Operations Management
Additional Information
- Service Matter Expert, ADT Inc.
- Workforce Analyst, Quality Control, ADT Inc.
- Claims, Billing, Medical Insurance, Humana
- Medical Assistant, Baptist Medical
- Billing & Collections, AT&T
U.S NAVY – Jacksonville, Florida:
Storekeeper 3rd Class Petty Office, 11/1986 to 11/1992 (Honorable Discharge)
Manage inventories of repair parts and general supplies that support ships, squadrons, and shore-based
activities, accountability of weapons, ammunition, and equipment stored in arms room | Forklift Driver
Responsible for ordering, stocking, and issuing repair parts, and general supplies
Maintain financial records, accounting systems and inventory databases for supplies in shore-based
warehouses and ships' storerooms
Organize and maintaining databases, files, and reports.
Proper handling and management of hazardous materials
Timeline
Home Preservation Specialist
Wells Fargo Co
06.2020 - Current
Customer Service Pharmacy Advocate
Optum RX, United Health
10.2016 - 06.2018
Team Supervisor
Bernard BPO
09.2015 - 09.2016
Business Manager & Designer
Creative Print & Design LLC
10.2005 - 08.2015
Case Manager
Optum RX, United Health
03.2003 - 06.2018
Bachelor of Science - Information Technology
University of Phoenix
Marketing for small business Advanced Multimedia Development Certificate, Business classes, Graduate -
Associate of Science - Business Education
John Hay High School
Business Implementation Including Certificate of Mass Media & Business -
Diploma - Business
John Carroll University
Similar Profiles
PATRICIA M. SCHERERPATRICIA M. SCHERER
Regional Bank Private Banker II at Wells Fargo Bank / Wells Fargo AdvisorsRegional Bank Private Banker II at Wells Fargo Bank / Wells Fargo Advisors
Andrew S. HollenbachAndrew S. Hollenbach
Collateral Valuation Analysis at Wells Fargo Home Mortgage and Wells Fargo Bank NACollateral Valuation Analysis at Wells Fargo Home Mortgage and Wells Fargo Bank NA
Laxmikanth ChittampallyLaxmikanth Chittampally
Senior Operational Processor at Wells Fargo India Solution PVT Ltd, Wells FargoSenior Operational Processor at Wells Fargo India Solution PVT Ltd, Wells Fargo
Shawn MackShawn Mack
L2 Transportation Planner at WayfairL2 Transportation Planner at Wayfair
Lana SmithLana Smith
Shift Leader at Dunkin' DonutsShift Leader at Dunkin' Donuts