Steve Walker

Experience

• 

  GEICO

  Sept 1999 - Oct 2023

  Dynamic Operations Manager at GEICO (Jul 2017 - Oct 2023), leading recruitment, personnel changes, and ensuring quality document imaging workflows. Managed 2 shifts, supervised 105+ associates, and optimized mail processing operations, maintaining high productivity and quality standards. Key liaison for client inquiries and collaborated with departments to enhance operational procedures. Directed training initiatives, monitored progress, and managed a $500K equipment budget. Led various special projects and new product implementations, demonstrating a commitment to operational excellence and innovation. Show less I jointly led a team of 85 contact center associates, focusing on maximizing resource efficiency, regulatory compliance, and high-quality claim services. Responsibilities included supervising a team of 5+ supervisors, implementing process improvements resulting in a 20% increase in customer satisfaction (NPS), and preparing departmental budgets and forecasts. Implemented quality control measures ensuring accuracy in claims processing and led cross-functional teams to reduce handling time by 15%. Collaborated with Zone Managers to optimize cost efficiency and negotiated service agreements, guaranteeing reliability and cost-effectiveness. Conducted regular training sessions to enhance team knowledge and skills, ensuring adherence to best practices and quality service delivery. Show less I jointly led a team of 85+ contact center associates, guiding strategic decisions, budgeting, and fostering business partnerships. Collaborating with senior management, I aligned departmental goals with company mission, cultivated partnerships with glass repair vendors, and ensured compliance with legal regulations. I conducted performance assessments, managed disciplined approaches to cost reduction, and prioritized high-quality service delivery to policyholders. Proficient in communication and negotiation, I led continuous improvement initiatives, achieving operational excellence in budget management, cost control, and performance management. Show less I directed a team of 10 Supervisors, offering guidance in coaching and mentoring for newly licensed agents. Responsibilities included feedback delivery, performance evaluations, and resolution of concerns. Conducted new employee training, achieving a 75% promotion rate within 3 months. Managed project workflows, ensuring adherence to organizational standards. Led orientation training for new hires, facilitating comprehensive onboarding. Resolved escalated customer complaints and collaborated across departments to enhance the customer experience. Show less I led and managed a team of 10-12 licensed agents to deliver exceptional customer service and achieve departmental goals. Responsibilities included coaching, training, and mentoring to develop team members' skills, ensuring they met or exceeded objectives. Monitored performance metrics, managed schedules, and conducted quality assurance reviews to ensure compliance. Collaborated with cross-functional teams to identify process improvements and led projects to enhance service delivery. Recognized and rewarded team achievements to foster a positive work environment. Handled customer inquiries, complaints, and issues with timely resolution, earning accolades for outstanding leadership. Show less I led a team of 12+ internet service agents, ensuring efficient processing of incoming internet transactions. Leveraging leadership skills and online customer service expertise, I optimized performance to enhance customer satisfaction and improve online efficiencies. Conducting regular meetings, coaching sessions, and evaluations fostered a positive work environment and drove individual and team performance. Collaborating with IT and Client Services, I implemented enhancements, increasing online transaction automation. I conducted performance reviews, provided feedback for improvement, and recommended compensation adjustments. Additionally, I contributed to strategic planning initiatives aligning departmental objectives with company goals, ensuring continuous improvement in online customer service operations. Show less

  • Operations Manager

    Jan 2017 - Oct 2023

  • Rotational Manager Accident Tow Claims

    Jan 2015 - Jan 2017

  • Rotational Manager Glass Claims

    Jan 2014 - Jan 2015

  • Customer Service Lead Supervisor

    Jan 2010 - Jan 2014

  • Customer Service Supervisor

    Jan 2005 - Jan 2010

  • Customer Service Internet Supervisor

    Jan 2003 - Jan 2005

  • Customer Service Coach

    Jan 2002 - Jan 2003

  • Licensed Insurance Agent

    Sept 1999 - Dec 2002