Project Manager Customer Service
Resume:
James W. Walker ACS, AIRC, ALHC
Lynchburg, VA 24502
********@*****.***
SUMMARY
Operations & Project Management Leader with specialty in financial
service operations. Held positions of increasing responsibility and
complexity throughout tenure with GE/Genworth Financial. Open for
opportunities that enable me to continue professional growth and utilize
my experience of aligning operational strategies to meet business
objectives.
ACCOMPLISHMENT HIGHLIGHTS
. Led productivity and cost out analysis that identified projects and
initiatives leading to $1MM in cost reduction for the Call Center.
. Led several mini-improvement projects that increased term life electronic
application fulfillment tool usage by 35%
. Led various system training sessions which reduced keying errors by 25%.
. Increased claims retained asset payout option adoption for death benefit
claimants by 20%.
. Created business requirements to enhance the life and annuity (homegrown)
claims processing system and its processes.
. Increased process team productivity by 33% by creating an improved
metrics reporting system
EXPERIENCE
Land & Water Enterprises, LLC
Owner - Lynchburg, VA
9/2008 - Present
Develop and implement the strategic goals and objectives of the
organization. Create job bids, proposals by interpreting job plans and
blueprints. Perform contract negotiations. Responsible for Marketing,
Image and advertising and day to day operations that range from travel to
worksite, purchasing materials to product installation (silt fence,
landscaping, wood fence, chain link fence). Perform routine maintenance
and mechanical upkeep/troubleshooting on vehicles, ditch witch trencher,
mowers, skid steer and other devices as the job requires
7 Increased silt fence sales by 30% by expanding/penetrating new market
areas.
8 Decreased material expenditures by 15% by purchasing in bulk.
Genworth Financial (Formerly GE Financial Assurance)
Six Sigma Black Belt / Project Manager - Lynchburg, VA
8/2006 - 9/2008
Lead projects to change or enhance current processes &/or built new
processes in support of business strategies. Planned, tracked and
executed projects from conception through completion on time & budget
meeting or exceeding project goals. Drove cross-functional teams to
gather business requirements, create process maps & identify process
improvement opportunities. Define, develop and provide information,
metrics and analysis to drive the decision-making process and support
business operations for the internal and external customers.
13 Successfully led the cross-functional project team (including business
customers) that developed/enhanced the electronic tools used in the
NB application fulfillment process.
14 Created weekly analysis reports for the New Business leadership staff to
review productivity
15 Influenced the New Business Leadership team by forecasting New Business
(NB) productivity on a quarterly basis
Long Term Care Team Leader - Lynchburg, VA
5/2004 - 8/2006
Managed day to day operations of ~25 employees & ~35 contractors in the
processing of claims regarding life insurance policies including
effective phone consultation, system coding, and resolution escalation.
Responsible for hiring, training & developing team members.
18 Effectively led cross-functional career path project team delivering a
fully cross trained call center on time and within budget. (300+
associates)
19 Influenced and coached team members to significantly improve personal
performances through one on one meetings.
20 Improved interdepartmental relations through process improvement
activities.
21 Reduced the processing team new associate training/ramp up time from 26
weeks to 12 weeks
Business Analyst - Lynchburg, VA
4/2002 - 12/2004
Served as liaison between the business area & IT to translate complex &
varied business needs into application software & process management
requirements. Led project teams across multiple functional areas to
execute on deliverables. Developed extensive knowledge of insurance
products and business processes.
25 Effectively led the LTC transition of business analysis functions from
San Rafael, CA to Lynchburg, VA.
26 Influenced the LTC leadership to promote the standardization of batch
processing to reduce rework
27 Improved batch processing effectiveness by reducing the amount of
processing errors through one on one coaching efforts with the
team.
Claims Team Supervisor - Lynchburg, VA
8/2000 - 4/2002
Responsible for the claims adjudication process for incontestable life &
annuity claims. Oversaw day to day activities of the claims
phone/processing team of ~20 employees. Interviewed, hired & trained
team members. Created operating plan to meet productivity, phone &
regulatory metrics.
EDUCATION Bachelor of Science: Accounting
Lynchburg College
Lynchburg, VA
CERTIFICATIONS Life, Health, Annuity & Property & Casualty Insurance
License (2010)
LOMA: Associate, Regulatory Compliance - AIRC (2006)
LOMA: Associate, Customer Service - ACS (2005)
Six Sigma - Green Belt (2001)
LOMA: Associate, Life and Health Claims - ALHC (2000)
AFFILIATIONS LOMA
2000 - Present
Insurance Bureau of VA
2010 - Present
Other
SKILLS ? Project Management: experience leading & delivering on
projects spanning multiple functional areas
? 6-Sigma: Green Belt Certified
? Excellent Communication: experience communicating &
influencing at all levels of organization
? Spanish: Working Knowledge & Literacy
? Proficiency: AVAYA/CentreVU, Business Objects, Seagate
Crystal Reports MS Office: Access, Word, Excel, PowerPoint,
Project, and Visio
AWARDS Management Award Recipient: 2001, 2002, 2004, 2005, 2007
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