Justin Walter Email & Phone Number

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.
• 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.
• 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.

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.
• 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.
• 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.

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.

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.

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

Bachelor'S Degree, Finance, Real Estate

Activities and Societies: Kappa Alpha Order