Lucas Howard Email & Phone Number

Dallas-Fort Worth Metroplex

• Proven leader with over 10 of experience driving successful implementation of sustainable governance practices across diverse sectors, including oil and gas, pharmaceuticals, automotive, and high-risk manufacturing• Expert in environmental compliance, regulatory frameworks, and risk mitigation strategies, ensuring client operations align with global standards.• Skilled in data-driven decision-making, leveraging analytics to optimize resource management and reduce environmental impact.• Demonstrated success in leading cross-functional teams to implement ESG initiatives, achieving measurable improvements in sustainability KPIs.• Strong communicator with a consultative approach, adept at building stakeholder engagement and fostering sustainable change.• Experienced in developing customized, scalable solutions for corporate clients, addressing complex environmental challenges with innovative strategies.• Committed to advancing sustainable development goals through strategic consulting and transformative implementation practices

United States

- Responsible for all aspects of post-sale software installation, configuration & client training including but not limited to: client specific requirement scoping, custom integrations, catered system design/build, complex routing/escalation/business rules/automations, and reporting delivery. -Subject matter expert in entire Professional Services Consulting suite of products & primary source of delivery for existing client’s latest strategies, initiatives, and new system area designs. -Build and design customized client end user Self Service Portals. This includes inspecting elements from corporate sites and analysis of provided style/branding guides. Page design includes custom HTML, CSS, drag and drop widget lists with a large focus on data and process roles and permissions.-Conduct on-site consultative visits for our non-SaaS offerings. This includes reviewing SQL logs, performing upgrades, and new feature release training not included in standard SaaS release cadence. -Oversee client custom development request lifecycle, owning entire process from initial feature scoping, authoring detailed specifications, internal Engineering/external approvals, pre and post release QA, and ultimately client sign off. This applies to both external specific client custom development and internal feature releases. -Produce custom dashboards and formal reports using an array of report writing tools. This includes custom SQL reports, specific table queries, and building standard reports in our report catalog offering. - -Act as Senior Sales Engineer and lead Proof of Concept projects for complex and significant opportunities where our prospects require a higher degree of technical expertise to ensure RFPs are completed with detailed requirement solutions. -Partner with leadership with ongoing training and development of our Sales Engineering Team, Support Staff, and Implementation counterparts.

Dallas-Fort Worth Metroplex

Greater San Diego Area

- Lead teams of 3-7 installation staff to conduct weekly on-site software installation & training to dealership Fixed Operations staff including but not limited to Service Advisors, Technicians, Appointment Coordinators, and other key stakeholders. - Lead project management and implementation efforts with clients that range from individual stores to Enterprise Dealer Groups (15-20 Rooftops), facilitating introduction meetings with Dealer Principles, General Managers, and overall Leadership teams, while providing visibility at an OEM level. - Partnered with leadership personal on-site as a subject matter expert across entire suite of Xtime products, and provide Tier II Technical Support in regards to integration within their existing DMS’s (Dealertrack, Reynolds, CDK).

- Oversee 5-10 Automotive Dealership BDC’s that range between single-point stores to 10-20 rooftop centralized Client Care Centers which support multiple brands and locations. (Travel 60-70%)- Conduct on-site client visits to conduct in-person interviews with qualified managerial candidates and all potential BDC staff. - Evaluate technology with a focus on phone system capabilities, current CRM and DMS settings, and room readiness. - Set expectations to key stakeholders on timelines, and provide action plans on deliverables needed before BDC launch and on-site training. - Conduct in depth Key Performance Indicator (KPI) report meetings with clients to ensure quarterly targets and goals are met and exceeded. - Subject matter expert on array of telephony systems and automotive CRM/Scheduling and DMS platforms with a focus on Fixed Operations. (Xtime, R&R/Ignite, DealerSocket, Autoloop/Atom, GuestTraq, ADP, E-Leads)

Greater San Diego Area

• Support and coordinate all aspects of new employee on boarding training and existing employee refresher training sessions. Delivery of these training programs will be supported by core service lines, standard operating procedures, and software systems (Siebel, Sales Force, PEGA, Cisco, etc). • Develop and orchestrate training schedule with the Operations Support staff and Administrators and work with Operations Managers to identify training needs. • Maintain a high level of proficiency/expertise in the subject matter that is being trained. Ensure there is a current knowledge of standard operating procedures and regulations and that all training materials are in compliance. • Coordinate with Operations and various staffing agencies to provide feedback on temporary and full time agent’s behavior and job performance during training situations.• Create and modify training materials to keep up to date with Covance standards while consulting with management regarding new procedures and ideas and analyzing program effectiveness.• Provide i-Learn (online training database) administration capabilities including creating and maintaining agent records.• Managed ‘Professional Development Documentation’ forms in accordance with company policy and for auditing protection.• Listen, evaluate, and provide feedback on employee telephone calls to ensure adherence to data entry integrity and quality standards across all programs.

San Diego

Conduct specialty medication insurance verifications, facilitate the prior authorization process on behalf of customers (Patients, Doctors, Pharmacies), and perform reimbursement case management to identify insurance and alternative funding sources.Screen and process patient assistance applications by determining eligibility and making outbound determination calls as necessary.Continually update computer systems on patient enrollment, denials, withdrawals, shipments, and caller requests.Respond to inquiries regarding Patient Assistance Program operations and requests, such as status of patient enrollment, product shipments, and returns. Work with distributors and manufacturers to request and track product shipment.Responsible for daily Key Performance Indicator (KPI) reports to ensure productivity standards are being delivered for our clients.Trained and monitored temporary and permanent staff to ensure quality and efficiency standards are met. Actively participate in Covance and client processes to ensure work is completed in timely, efficient, high quality manner, and performance measures are met.

San Diego

-Completed insurance verifications for a wide array of medications and procedures at the request of medical doctors. -Processed applications and screened patients for financial assistance. -Assisted medical providers with completing prior authorizations for their patient's medications. -Took inbound calls and triaged appropriately. -Other duties as assigned.

Greater San Diego Area

-Responsible for all inbound and outbound shipments, both domestic and international. -Responsible for 3-6 person production crew. -Responsible for inventory manangement