Luke Grabinger Email & Phone Number

Rosemount, MN, US

Manage emergent incidents and facilitate mitigation, address resident-requested and preventive or project-based maintenance needs, and coordinate with vendors and inspectors across nearly 600 units.Train new maintenance technicians and temps, particularly as new developments are acquired or staff transition to new properties.Secure long-term relationships.

St Paul, Minnesota, United States

Perform work orders for preventive maintenance, inspection preparation, and apartment make-ready.Respond to emergency maintenance on-call.Maintain materials and supplies and place orders to ensure work orders are completed promptly.Professionally provide customer service with residents.

Greater Minneapolis-St. Paul Area

Developed and maintained reports that drove client oversight, staffing model development, and service model decisions.Managed reports in customer service and claims systems, including eligibility reports for CMS audit purposes.Developed call forecasting model with 95% accuracy including assessment of peak call volumes during open enrollment.Consulted.

Minneapolis, Minnesota

Developed quality assurance program including quality audit forms, definitions of call quality elements, call selection strategies, feedback loops, and audit reporting.Consulted with the support team on knowledge management platform development, system optimization, departmental goal achievement, and service model optimization.Conducted call audits and.

Eagan, MN

Analyzed process gaps, designed solutions, and implemented them for groups of over 150 people.Drove 3 major projects concurrently with project teams consisting of 4-12 people.Operated as a liaison between departments, internal customers, and clients.Conducted over 15 development sessions with leadership as a 4 Disciplines of Execution coach.

Greater Minneapolis-St. Paul Area

Developed curriculum and documentation around several Case Management performance outcomes.Collaborated with Utilization Management & Clinical Appeals, Health and Wellness Coaching, and Medical Directors to implement integrated training.Participated in the Health Management Council and reinforced team culture in line with Case Management Society of America.

Greater Minneapolis-St. Paul Area

Evaluated over 180 calls per month to identify growth opportunities.Conducted 1:1 coaching sessions to improve performance and group sessions to ensure consistency.Solved problems for Customer Service Representatives when they were unable to solve member issues.Identified trends and patterns in evaluation results to identify program-wide issues.

Greater Minneapolis-St. Paul Area

Continuation of Customer Service Representative role, but with a higher level of care and adherence to performance guarantees for large groups.

Greater Minneapolis-St. Paul Area

Resolved member issues involving member benefits, claims, complaints and other questions. Displayed skill in conflict resolution, complex problem-solving, and verbal communications.

St. Cloud, Minnesota Area

Designed training program which directly decreased employee turnover, increased performance outcomes, and reduced the training schedule from 2 weeks to 4 days.Implemented coaching and quality assurance platform, and managed a team of 12 coaches.Delivered new hire training for groups of 8-14 people.

St. Cloud, Minnesota Area

Conducted about 50 outbound calls per day fundraising for non-profit organizations.Exceeded team average 85% of the time.

St. Cloud, Minnesota Area

Hosted annual conference for 500 students, wrote monthly articles for the website, and delivered an officer training conference for 80 students.Provided leadership to local chapters across the state.Developed skills in leadership, team-building, and public speaking.

St. Cloud, Minnesota Area

Delta Epsilon Chi is the premier student organization for professional development in sales, marketing, and management. It is the college division of DECA. The focus of DEX is to provide leadership opportunities and training in four key areas: Social Intelligence, Vocational Understanding, Civic Consciousness, and Leadership Development. Through.

St. Cloud, Minnesota Area

Hired for temporary, two-week telemarketing project, extended my role into a two year position as a Sales Associate. Conducted over 1,000 outbound calls for multiple promotional projects. Managed daily transactions, including management of high cost merchandise, shipping and receiving, and daily inventory.

Aas, Sales & Management, 3.9

Activities and Societies: Delta Epsilon Chi (DEX/DECA) elected Public Relations Officer and Service Coordinator, Civic Engagement.

Diploma, Liberal Arts

Activities and Societies: Lunch Buddies, Link Leaders, Improv, Service Club, Tobacco Advisory Board, Tobacco Consistency Checks, Advanced.