Justin Walter Email & Phone Number

Riverside, Mo, Us

Kansas City, Missouri Area

Columbus, Ohio Area

Lead project teams responsible for executing on Nationwide’s strategic vision through major strategy, continuous improvement, and pre-initiate projects for Nationwide’s Direct and Internet business. Design, measure, and communicate testing strategies for people, process, and technology improvements. Utilize appropriate project management and problem solving techniques, including Business Transformation Planning, Six Sigma, and Agile methodologies, to identify problem root causes and develop future state requirements for large and complex digital capabilities. Oversee the drafting, design, and presentation of project results to members of senior leadership team. • Project Lead for Quality Transformation Planning initiative: Identified 18 pain points and designed 6 initiatives to increase quality monitoring sample from approximately 2% of calls to 100% of calls, while simplifying quality reporting for agents.• Designed transition strategy to move Click-to-Chat responsibility from unlicensed individuals to licensed agents, which ultimately increased online chat customer satisfaction by 80%.• Project Lead for Enterprise Digital Personalization Strategy initiative: Identified required capabilities for delivering personalized experiences, sequenced maturity models, iterative technology tests to define current state, and knowledge management plan for enterprise function owners.

Kansas City, Missouri Area

Hire, manage, and develop a team of licensed representatives to maximize quality, productivity and effectiveness. Ensure that each client interaction generates maximum value for the client and company through communication of a focused relationship management process and the American Century Investments brand, culture, vision, values, and operating principles. Manage and oversee group compliance through principal review process, including supervisory responsibility for client contact, escalations, and dispute resolution. • Managed team that created $55 million worth of new business leads with a 68% close rate between January 2013 and January 2014. • Project leader on initiative to overhaul representative yearly incentive plan to better align plan with company and representative goals, creating greater transparency between representatives and management regarding payout plans. • Developed and automated new reporting methods for business development metrics to give managers superior information for performance management. • Coached and developed representatives, 70% of whom received promotions to new positions in the company within 6 months.• Developed representative-driven education programs around topics such as portfolio analysis, investment risk factors, mutual fund flow of funds, and security selection.

Kansas City, Missouri Area

Founding member of the Contact Center Outbound Team. Mentored a team of 8-10 outboud representatives. Responsible for monitoring call quality monthly and reporting results to manager. Analyzed campaign progress and prepared weekly progress reports for Senior Management. Member of SmartDesk 2.0 pilot group and Asset Allocation Advocate. Developed and implemented training program for new Outbound Team representatives. Evaluate and adjust forecast models for changes in staffing to ensure campaign progress is not interrupted. Monitor and adjust daily workflow for outbound representatives. 2011 Guiding Principles nomination for Contact Center Outbound Team and winner of individual Value Award for Direct Sales and Service

Kansas City, Missouri Area

Handled all administrative aspects of customer accounts. Educated customers on current products and services. Maintained working knowledge of rapidly changing technology. Exceeded sales quotas in new customers, contract renewals, account feature attachment rate, accessory attachment rate, new wired subscribers, training compliance, and procedural compliance. Achieved top 15% attainment in the Greater Midwest Region out of 500 associates. Oversaw employee overrides on sales and account issues. Maintained a 98% year-end procedural compliance score.

Directed the marketing and sales of all in-store televisions and home theaters. Managed inventory through use of sales to satisfy unique customer needs. Pre-qualified customers for firedog home theater installation and followed up to endure customer satisfaction. Maintained proper cash count and closed-out registers against day end counts; managed high voume daily cash flow with no mistakes. Exceeded margin-per-hour quotes every month since October 2007

Master Of Business Administration (M.B.A.), Finance

Bachelor'S Degree, Finance, Real Estate

Activities and Societies: Kappa Alpha Order