John F. Blake
Gilbert
Summary
Executive leader with expertise in production efficiency and process improvement. Proven track record in enhancing operational performance through data-driven decision making. Skilled in coaching teams to achieve measurable KPI targets and drive continuous improvement.
Overview
10
10
years of professional experience
Work History
Collections Manager
AZ Department of Economic Security
Phoenix
2025.05 - Current
- Managed collections processes for unemployment program, ensuring efficiency and compliance.
- Developed strategies to improve client communication regarding outstanding debts.
- Analyzed data trends to pinpoint areas needing enhancement in collections.
- Facilitated meetings to address updates and challenges in collections management.
Benefits and Eligibility Manager
AZ Department of Economic Security
Phoenix
2023.05 - 2025.05
- Directed Special Adjudication Teams to enhance operational effectiveness and efficiency.
- Managed team performance and productivity within unemployment program, ensuring optimal results.
- Implemented state-compliant policies and procedures to maintain regulatory adherence.
- Analyzed program data to pinpoint improvement areas and allocate resources efficiently.
- Coached, mentored, and trained team members to elevate job performance.
Program Service Evaluator IV
AZ Department of Economic Security
Phoenix
2022.01 - 2023.04
- Led team of adjudications deputies to process 2,276 claims from January to May 2022, achieving daily average of 4.58 claims per member.
- Selected to oversee adjudications for Client Advocate, enhancing service delivery.
- Managed LWAP project for UI until completion in March 2022.
- Joined UI Mentor Team in February to promote best practices and training.
- Served as Google Ambassador Lead for UI 2022, facilitating communication and engagement.
- Recognized as DERS Employee of the Month in January 2022 for outstanding performance.
- Developed statistical model for measuring adjudications productivity within CURRENT framework.
- Conducted ongoing analysis of 'Current' implementation to identify trends and improve processes.
Program Service Evaluator V
AZ Department of Economic Security
Phoenix
2021.08 - 2022.01
- Supervised seven adjudication supervisors and over 50 deputies to enhance team performance.
- Ensured accurate benefit payments for all eligible claimants through adherence to UI policies.
- Developed a statistical model for evaluating adjudicator performance effectively.
- Applied problem-solving techniques to identify and implement innovative solutions.
- Collaborated regularly with departments such as BPC, BTQ, Policy, and HR to streamline processes.
- Coached deputies under Performance Improvement Plans to foster professional growth.
- Conducted disciplinary meetings, including issuing MOC and dismissal notices when necessary.
- Completed one-on-one sessions and MAP appraisals with direct reports to encourage development.
Program Service Evaluator IV
AZ Department of Economic Security
Phoenix
2021.04 - 2021.08
- Led team of adjudicators in evaluating quality and production standards.
- Developed Adjudicator scorecard and established new KPI metrics.
- Boosted team production from 18 claims weekly to over 50 by July.
- Identified strategies and implemented procedures to manage untimely claims.
- Provided ongoing instruction and training for investigations.
Program Service Evaluator II
AZ Department of Economic Security
Phoenix
2020.09 - 2021.04
- Reviewed and evaluated claimant eligibility for unemployment benefits as an Adjudicator.
- Designated as an Expert by supervisors within a short tenure.
- Assisted in training new adjudicators and supported less experienced team members.
- Introduced TRACED investigation technique and created a tailored training guide.
- Mentored emerging leadership candidates to enhance team capabilities.
- Developed workflow for quality review of adjudications.
- Constructed Issue Team Model to improve future adjudication team structure.
- Designed Fast-Track Issue Team Model for efficient resolution of weekly certification issues.
Vice President of Operations & Executive General Adjuster
2B Claims Inc.
Gilbert
2016.06 - 2020.03
- Directed management of Property & Casualty, Special Investigations, and Commercial Claim Units for TPA account serving National Indemnity Company, GEICO/Homestate Insurance, and Berkshire Hathaway Re.
- Oversaw client relations and trained 50 staff members to enhance operational efficiency.
- Managed budget allocations to optimize financial performance across claim units.
- Executed strategic planning initiatives to align departmental goals with organizational objectives.
- Designed and implemented claim systems, ensuring effective management and integration.
- Adjusted general liability claims as an expert investigator specializing in SIU, Workman’s Comp, and commercial insurance claims.
- Conducted invoice management, collections, and aging reviews to maintain cash flow integrity.
- Prepared statistical reports and tracked KPIs to measure financial and operational performance.
Education
Bachelor of Science - Business Administration
Nazareth College
Rochester, NY1991-06
Skills
- Total Quality Management expertise
- Strategic planning
- KPI development and oversight
- Certified adult learning trainer
- In-person and virtual presentation skills
- Cross-team collaboration
- Microsoft Office proficiency
- Claims system design and development
- Problem-solving expertise
- Change management strategies
- Analytic model development and application
- Google Workspace Guru
- Data analysis
- Process improvement
- Statistical reporting
- Problem solving
- Critical thinking
- Leadership and supervision
Timeline
Collections Manager
AZ Department of Economic Security
2025.05 - Current
Benefits and Eligibility Manager
AZ Department of Economic Security
2023.05 - 2025.05
Program Service Evaluator IV
AZ Department of Economic Security
2022.01 - 2023.04
Program Service Evaluator V
AZ Department of Economic Security
2021.08 - 2022.01
Program Service Evaluator IV
AZ Department of Economic Security
2021.04 - 2021.08
Program Service Evaluator II
AZ Department of Economic Security
2020.09 - 2021.04
Vice President of Operations & Executive General Adjuster
2B Claims Inc.
2016.06 - 2020.03
Bachelor of Science - Business Administration
Nazareth College