Strategic Planning A Team
Resume:
NATHANIEL LOKEY
********@*****.***
www.linkedin.com/in/nathaniellokey
Experienced leader with 14+ years of success in leading high-performing teams, enhancing customer experiences, and driving operational excellence within healthcare and retail sectors. Proven track record in process optimization, data-driven decision-making, and strategic planning. Known for fostering positive customer relationships, increasing satisfaction metrics, and mentoring teams to exceed performance goals.
Core Competencies
Leadership & Team Development
Project Management
Change Management
KPI Development & Analysis
Conflict Resolution
Strategic Planning & Execution
Data-Driven Decision Making
Cross-functional collaboration
Automation & Efficiency Optimization
Professional Experience
The Home Depot, Atlanta, Ga
IDM User Ops Manager 2023-Present
Lead a global data operations team supporting supplier item onboarding through a PIM platform, driving efficiency and ensuring seamless integration into B2B systems
Developed and executed onboarding strategies that contributed to measurable sales growth and supplier enablement, aligning with key business KPIs
Reduced supplier support ticket volume by implementing automation, process improvements and clear onboarding best practices, resulting in improved supplier satisfaction that resulted in 10% ticket reduction
Partnered cross-functionally with internal teams (IT, Merchandising, and Operations) to define and enforce scalable best practices for item onboarding, enhancing data quality and speed-to-market by 20%
Contributed to $18M in sales by managing a team responsible for onboarding new products and ensuring seamless client integration
Delivered impactful results by driving continuous process optimization, enabling offshore teams to exceed performance targets through focused coaching and operational excellence
Spearheaded the adoption of data-driven decision-making within the team, ensuring that onboarding processes were aligned with both supplier needs and internal business objectives
Recognized with multiple awards for outstanding cross-functional collaboration and conflict resolution capabilities
Streamlined processes by implementing automation solutions, reducing team workload by 20% and increasing overall operational efficiency
Customer Care Supervisor 2021- 2023
Supervised a team of 8-10 associates responsible for managing product inquiries and warranty claims
Identified performance trends through data analysis and facilitated coaching
Collaborates with management, vendors, and field partners to enhance products and create strategic solutions
Led projects that improved efficiency by 20%, boosting customer satisfaction by 2-5% annually
Recognized as Supervisor of the Month for excellent leadership and cross-functional partnerships
Built strong relationships with suppliers, overseeing vendor capabilities and contractual obligations
Utilized tools like Salesforce, to track trends and provide actionable insights
Aflac, Columbus, Ga
Supervisor, Claims Process Innovation and Control Risk Management 2018- 2020
Developed and executed operational strategies to align departmental initiatives with overall company objectives
Led cross-functional collaboration efforts to successfully implement new products, proactively mitigating risks and strengthening technical support capabilities
Managed internal audits and maintained full compliance with insurance regulatory standards, including HIPPA, SOX,PCI and state-specific mandates
Directed the development and launch of the First Line of Defense program, driving process re-engineering initiatives and system enhancements
Led a team of 10-12 analysts, promoting continuous learning, professional growth, and strong performance outcomes
Designed statistical sampling methodologies to support compliance audits and ensure accurate, data driven analysis
Supervisor, Customer Solutions Center 2015 – 2018
Revamped training programs, resulting in a 50% improvement in overall team performance
Managed and coached a team of 15-20 employees, ensuring consistent achievement of KPIs and operational goals
Partnered with management, vendors, and field teams to enhance product offerings and develop strategic solutions
Boosted team Ease Survey scores by 10%, raising the overall average to 90% through targeted coaching and process improvement
Collaborated cross-functionally to design and implement new call center processes, significantly improving product knowledge and strengthening customer rapport
Delivered actionable operational insights and analytics that consistently exceeded performance targets and industry bechmarks
AWARDS CERTIFICATIONS
Six Sigma Green Belt Certification, Riverwood Associates
Education
M.B.A Business Management (Leadership Track)- Southern New Hampshire University (Aug 2023)
B.S. Business Management, Alabama State University
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