Johnny Holmes Jr

Experience

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  White Lodging Services

  Jun 2005 - Nov 2007

  Guest Services Supervisor/ Quality Auditor

  •Trained, evaluated and supervised the Front Desk Operations for the Indy Downtown Marriott Hotel ( 2nd largest hotel in the state of Indiana)•Performed nightly audits and handled guest relations for the overnight shift.

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  Anthem

  Aug 2007 - Nov 2009

  Customer Service Representative III

  •Accepted high volume inbound calls (75-80 per day) from WellPoint members related to EOB’s, policy coverage and payment denials. •Researched and analyzed data to respond to inquiries from policyholders, providers as well as addressed operational challenges and customer service matters. Assisted members in re-filing a claim or identifying what information would be required to challenge a claim denial. •Used multi-screen computerized systems for tracking, information gathering and troubleshooting. Show less

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  UnitedHealth Group

  Jan 2010 - Jan 2011

  Client Benefit Coordinator

  •Researched complex issues across multiple databases and worked with support resources to resolve 45- 50 customer/provider calls and issues per day. •Provided education and status on previously submitted pre-authorizations requests.

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  Stericycle

  Mar 2012 - Jan 2016

  Quality Assurance Team Lead

  •I helped lead a Quality Assurance team of 10 Quality Specialist that monitored and helped support the continuous improvement for 6 Stericycle Contact Centers around the country that ranges from 850 to 900 agents. •We have helped turn around “at risk” clients throughout the country to improve client satisfaction and help improve revenue. •Established and executed successful Quality process improvement strategies that raised overall performance 11% with the Expert Recall Division as well implemented logistical changes to uphold accountability and integrity. •Streamlined the Expert Contact Center structure by helping create the Quality Assurance Department here in the Indianapolis Call Center. This has helped boost client satisfaction thought the entire company.•Proven analytical and problem solving skills that produce key milestones and solutions. Experienced in evaluating metrics, identifying gaps, executing improving plans and articulating outcomes to management and leadership groups. Show less

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  Stericycle

  Feb 2016 - May 2019

  Contact Center Supervisor

  •Part of a leadership team that helped lead a $173 million, international product recall, quality audit, retrieval, and returns business for automotive, food & beverage, medical device, retail, consumer goods, and pharmaceuticals customers. P&L accountability. 1,200-member team division•Supervised 8-10 Contact Center Team Leads and over 100-150 Contact Center Representatives. Set a progressive example to all employees by providing reliable Operations support, positive and integral leadership and quality customer service.•Supervised National and Global brand name recall events in collaboration with the Consumer Product Safety Commission (CPSC). Worked with big name clients to help initiate, implement and execute the life of a client recall from start to finish. •Worked with ADP, Microsoft, Interactive Desktop, Avaya, Vinyl, Salesforces, QMS and Aspect Work Force Management System. Show less

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  Renewal by Andersen

  Sept 2019 - Jan 2020

  ISC Inbound Manager

  • Established and streamlined balance and structure to an Inbound Sales Department that grew in revenue each of the 5 months I was the Manager. • Managed 17 Inbound Sales Representatives whose quality stats, attendance, appointment set rates and web lead percentages increased each month under my leadership. • Instituted a winning and competitive culture by initiating monthly individual and team contest to help boost monthly production and achieve set revenue goals. • Through weekly one on one coaching sessions, leadership calibrations and continuous training and development, my department was able to boost performance by 2%-5% and lower retention rate by 3% during my time as a Inbound Manager. • Created RBA Rep Council to help boost low morale and employee engagement and to give a voice for representatives who desire to become leaders. • Established a RBA Team Lead Program that was not in place before my hiring. The program allowed for high performing reps, who showed leadership abilities, to have a chance to work with leaders across business lines and to be groomed for future leadership positions. • During the fourth quarter of 2019, my department was responsible for $7.4 million in revenue which was second best about RBA Inbound Sales Departments across the nation. We were able to set record same day and 24/48 hour appointments. • Worked with the following systems: Enabled Plus, Paycore, Qarrot, Call Criteria, Ring Central and Media Vault. Show less

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  American Specialty Health

  Aug 2020 - Sept 2023

  Program Manager, Provider/ Client Relations and Quality Improvement

  In my role, I managed cross-departmental project implementations, ensuring alignment with organizational goals, timelines, and compliance with HIPAA and federal regulations. I spearheaded staff training programs and updated policy documentation to support audits and accreditation processes. Leading quality assurance initiatives, including the 'Secret Shopper' program, I enhanced service delivery and practitioner education. By streamlining communication with senior management, I delivered timely updates informed by compliance reports, surveys, and audits. Additionally, I drove initiatives to improve cross-functional collaboration, optimize workflows, and strengthen adherence to organizational policies.• Reduced 6% of provider inquiries regarding network by developing Specialty Provider Education Videos.• Bolstered 30% of nationwide Provider Education engagement and achieved a 7% rise in compliance among providers contracted with ASH through the 'Secret Shopper' Audit. Show less

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  The Contingent

  Jan 2024 - Jan 2025

  Senior Program Manager

  During this tenure, I oversaw program initiatives for The Contingent Indiana and Every Child Indiana, ensuring seamless integration of community partner efforts with organizational goals. I transformed local community needs into actionable programs and fostered collaboration between state partners and headquarters to support children and families in the foster system. By championing innovation and strengthening communication channels, I nurtured community engagement, reinforced program integrity, and drove systemic change.• Enabled acquisition and delivery of 3K foster care leads to partner agencies to significantly boost state's foster care licensing.• Enhanced business and community ties and drove economic development throughout state by establishing state-wide ambassador program in Indiana.• Achieved substantial reach across numerous social media platforms in collaboration with marketing team by launching and executing influential campaigns. Show less