LOUIS D HALL, MSIO, CSSBB

Business Operations Leader

Phone: 469-***-****

Email: ad1g2p@r.postjobfree.com

Social: LinkedIn.com/in/LouisDHall

Lively and proactive operations leader bringing over 15+ years of experience leveraging team development, directing projects utilizing Six Sigma methodology, and executing quality and workforce strategies across$13.5mil projects with global teams of 750+. Adept at orchestrating operations activities, developing continuous improvements, and creating effective communication at all organizational levels. SKILLS

• Call Center Forecasting

• Six Sigma: Process Redesign

• SaaS: Microsoft, Jira, Salesforce

• Global Team Leadership

• Quality Management Planning

• Budget Forecasting and Oversight

• Human Capital VSM

• Costs Analysis and Savings

• Performance Metrics Analysis

WORK HISTORY

Manager of Quality Assurance and Workforce Management Automated Health Systems St Louis, MO 07/2022 to Present

• Direct and develop a team of 27 employees to stabilize operations, providing coaching tools on best practices and protocols with real-time forecasting utilizing the Five9 and Verint cloud-based platforms to sustain 7% Abandonment and 50k+ calls per month

• Developed and implemented Quality Management Plan, including Workforce Management strategies, aligned with the $13.5mil Medicaid contract employing over 260 employees

• Guides weekly and monthly calibration sessions with internal leadership and Department of Social Services partners, boosting contract performance by 25% within 45 days

Managing Director of Human Resources and Operations Redeemed Arts LLC St Louis, MO 04/2019 to 07/2022

• Established HR process, policies, procedures, and operations strategy of a start-up organization, supporting a $550k annual budget and performance management of 65 team members

• Reduced costs by 35% by auditing, reconciling balance sheets, and executing ADP for improved recruiting, workforce, and HR operations; while growing client engagement and conversion by 138% and 65%, optimizing Salesforce CRM solutions

• Curated 50+ annual learning and development programs on Leadership Efficiency, Employee Engagement, Community Impact, Youth Delinquency Prevention, and Diversity and Equity Senior Business Analyst

Centene Corporation St Louis, MO 04/2019 to 06/2020

• Authored training and development resources on continuous business process improvement and Process Owner Standard Operating Procedures guides for Understanding Customer Patterns, Enrollment Trends, and Contracting History

• Stabilized costs estimation to 99% accuracy, driving large-scale business systems analysis and providing operational efficiency strategies utilizing JIRA issue-tracking to elevate $3.5mil to $12.8mil program implementation accuracy to 97%

• Collaborated in the supervision of implementing global health plan projects, ensuring successful QA testing for milestone development releases, including the delivery of sprint effort variance and cost analysis Lead, Provider Audit Operations

Wellcare Health Plans St Louis, MO 11/2017 to 04/2019

• Managed 20 internal contracting and credentialing agents on proper licensure, certifications, and accreditations processes and procedures, maintaining adherence to Medicaid regulatory, compliance, and policy requirements yielding $1.5mil first-year savings

• Conceptualized and delivered on process improvement strategies, gaining 45% in provider enrollment processing timeliness with 96% accuracy, lowering investigation errors by 64%

• Assessed operational trends and Salesforce CRM implementation errors, delivering process improvement directives increasing productivity by 38% and compliance adherence by 45% Team Lead of Shared Services Escalations

Wellcare Health Plans Tampa, FL 10/2016 to 11/2017

• Built and managed a cross-functional team of 18 executive escalation experts in performing collaborative root cause analysis, system error triaging, billing and adjudication investigation, and resolving state and federal complaints and grievances

• Assembled and directed 20 Florida Medicaid Escalations analysts to investigate internal claims, provider credentialing, and system configuration errors, producing $425k first-year savings and reducing AHCA fraud, waste, and abuse filings by 28%

• Created and integrated 24 Standard Operating Procedures and overhauled internal quality control indicators, reducing complaints by 42% and increasing provider contract renewals and member re-enrollments by 40% Senior Resolution Specialist

Wellcare Health Plans Tampa, FL 10/2015 to 10/2016

• Recommended strategy for an overhaul of operational metrics in determining billing, configurations, and claims adjudication efficiencies, supporting the training, coaching, and development of 85 employees

• Deterred $875,000 in regulatory fines by investigating billing and contract configurations errors and collaborating in the development of a Provider Chat Platform pilot resource servicing over 15,000 users

• Collaborated on the cross-functional creation of a 4-week escalations training program and Critical Systems User’s Guide for case management efficiency, supporting 525 internal users Project Controls Specialist

Wellcare Health Plans Tampa, FL 11/2012 to 12/2014

• Coordinated Medicaid and Medicare projects through requirement gathering, milestone creation, process implementation trend analysis, and systems integration success rate reporting in support of over 350 claim specialists across 18 markets

• Modified data integrations of Salesforce, SharePoint, and PEGA, yielding 38% process optimization and 18% savings on a

$3.6mil to $5.4mil project budget

• Engineered internal tracking tools for streamlined systems user performance and critical error resolution timeline adherence, resulting in a 35% performance improvement

Head of Human Resources and Operations (Co-Founder) King’s Entertainment and Productions, Inc Tampa, FL 04/2010 to 09/2016

• Orchestrated cumulative expansion to 40 FTE and 400 seasonal agents through collaborative strategies creating 50+ job descriptions and forming new benefits and compensation plans, optimizing Kronos and Quick Books

• Drove market footprint across three (3) states, reaching a $700k annual budget; while reducing operational costs by 30% with renegotiated contracts and better-aligned community partnerships

• Cultivated community relations, executing over 500 live events and workshops dedicated to mental health, social equity, employee engagement, and youth delinquency prevention

Supervisor of Call Center Operations

Vangent Inc Riverview, FL 02/2008 to 08/2010

• Hired and developed 30 team leaders to manage 720 agents on maximizing call center efficiency based on collaborative analysis of key performance indicators, service level agreements, workforce forecasting, and contractual obligations

• Collaboratively steadied employee retention to 91% through onboarding trend assessments, employee journey mapping, execution of customer experience surveys, consistent exit interviews, and employee satisfaction surveys

• Enacted call center quality and performance measures reducing costs by 18% while improving member engagement by 53% through detailed audits of 140 Medicare Advantage Plan customer engagement campaigns Director of Operations (Sole Proprietor)

A Written Portrait Dallas, TX 01/2006 to 02/2008

• Contracted and managed 75 temporary staff to execute customer engagement initiatives, producing a website and logo with 100+ press releases and print media yielding 120 events with attendance reaching 7,500

• Developed, distributed, and managed a $250,000 annual program budget, realizing 12% cost-savings through vendor contract negotiations, strict profit margin analysis, and in-depth market and brand assessments EDUCATION

M.S. in Industrial and Organizational Psychology

Capella University Minneapolis, MN

B.S. in Business Management and Leadership

Capella University Minneapolis, MN

Certified Six Sigma Black Belt

Council for Six Sigma Certification New York, NY

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