Director of Engsgement

JOHN MURRAY

San Antonio, TX 726-***-**** ********@***.***

SENIOR DIRECTOR

Results-driven, strategic, and high-achieving Senior Director recognized for leveraging business acumen and managerial expertise to streamline business processes, quality measures, operational efficiency, and business systems. Repeatedly sought out by senior management to serve as a trusted advisor, business strategist, and Subject Matter Expert on complex, high-profile projects guaranteeing that they are brought to successful completion and utmost customer satisfaction is achieved. Characterized as a leader who excels in driving and developing high-performing sales teams, creating training on all there is to know about effective sales techniques directed at causing significant growth and expansion for an organization. Time-tested record of accomplishment in streamlining operations and maintaining schedules to guarantee maximum customer satisfaction and increase in business revenue.

SKILLS & COMPETENCIES

Sales & New Business Development • High-Growth Planning • Revenue Growth & Profit Optimization • Fiscal Stewardship • Strategic Partnership Development • Budgeting, Forecasting & P&L • Strategic Visioning & Execution • Profit, Quota, & Goal Attainment • Team Mentoring & Building • Long-Term Value Creation • Nonprofit Operations

CAREER HISTORY

Iris Healthcare/Aledade Care Solutions Austin, TX Jan 2018 – Mar 2023

Director Patient Engagement, Manager Outreach, Manager Documentation Review, Team Lead

Directed various patient engagement initiatives for 9 teams of Specialists, including 2 Assistant Directors and 9 Supervisors. Facilitated exponential growth in the organization, culminating with 140+ individual employees hired, tripling the previous size of all teams. Managed and maintained the Document Processing Center, handing over 2k pieces of patient correspondence monthly. Organized selection and staffing program to achieve less than 5% attrition within the employment period.

Key Contributions & Accomplishments:

Propelled the achievement of over 9k Comprehensive Advance Care Plan program enrollments within 9 months, surpassing the previous best of less than 3k in a year.

Drove success through a challenging company merger in 2022 while maintaining quality in all functional areas, achieving an ongoing 90+ NPS score.

Ulysses Journey Inc Bradley Beach, NJ Oct 2015 – Mar 2019

President (Volunteer Non-profit)

Assisted veterans and their families with the transition from the military as the President of the non-profit. Created and implemented all functional areas, including recruitment, staffing, hiring, and performance standards. Developed and produced all HR-related documents and company SOP. Established budgets, implemented strategic plans, and planning committee meetings. Ensured ongoing local programmatic excellence, rigorous program evaluation, and consistent quality of finance and administration, fundraising, communications, and systems.

Key Contribution & Accomplishment:

Turned around performance by retaining a diverse, highly qualified staff and volunteers by providing career coaching, growth, and personal development for workers.

Expedia/Hotels.com Springfield, MO Feb 2014 – Apr 2016

Telesales Agent/Assistant Site Lead

Tasked with receiving incoming calls and facilitating sales of hotel accommodations. Promoted to the position of Assistant Site Lead, coordinating recruitment, selection, and staffing. Developed highly empathetic client relationships and earned a reputation for exceeding sales goals. Maintained the highest standard of services to the guests, including maintenance and cleanliness for the guests' rooms and associated facilities. Assisted in fostering a positive work environment of outstanding teamwork, mutual respect, and exceptional morale.

Key Contributions & Accomplishments:

Recognized for achieving top 10% status within the first 6 months of employment, in addition to maintaining "Top Agent" status for a year – limited to the top 5% of the sales force.

Achieved high sales percentage by leveraging a consultative, value-focused customer service approach while communicating effectively with potential customers.

Leveraged proven coaching and mentoring talents to develop an innovative, goal-focused team that worked cooperatively to provide superior standards of service and support to hotel guests.

JP Morgan Chase Springfield, MO Jan 2012 – Jun 2013

Inbound Loyalty Services Team Manager/Assistant HR Business Partner

Steered the daily operation of 16 Team Financial Services Advisors. Coordinated team meetings, team training, and daily team coaching. Assisted with the hiring process by pre-screening prospective employees. Allocated resources and organized processes within assigned areas of responsibility to drive efficiency and productivity in various situations. Established solid working relationships with senior leaders and provided guidance on workforce planning, performance assessment, improvement, and management; employee relations issues; as well as operational and personnel changes supporting organizational initiatives and activities.

Key Contribution & Accomplishment:

Enhanced quality outcomes through the development of training strategies, retention initiatives, and delivering disciplinary actions when essential.

Missouri State University Springfield, MO Mar 2011 – Sep 2011

Veterans Incentive Program Coordinator

Operated as a Master Adviser, coordinating the academic needs of 150+ veteran students. Secured over $50,000 in donations of goods and services within 6 months. Earned the distinction of being named the "Best New Program of 2011” by the Division of Student Affairs. Recruited to be the School Certifying Official to the Veterans Administration.

PREVIOUS EXPERIENCES

Mindteck Incorporated Scranton, PA Dec 2006 – Feb 2009

Technical Writer / Business Analyst/Trainer

US Army Fort Huachuca, AZ Nov 1986 – Oct 2001

United States Army Counterintelligence Agent/Instructor/Operations Officer/Computer Programmer

EDUCATION

Bachelor of Science: Liberal Studies

University of Scranton, College of Graduate and Continuing Education – Scranton, PA

Psychology

University of Maryland – Wiesbaden, DE

CERTIFICATION & LICENSURE

Master Life Coach Feb 2012

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