J Wayne Graves Jr

At Wipro, I lead quality operations in a regulated healthcare environment, supporting 80 employees and 20 operational KPIs. My leadership scope includes 25 direct reports: 20 prior-authorization team members and 5 quality agents. I manage attendance, performance, quality, and team inventory exceeding 45,000 cases per month.

I build rule-based HTML workflow tools and Python reporting automation that reduce targeted handling errors and save approximately 10–12 hours of manual analysis. I analyze more than 2,000 Excel-based audit records to identify failure trends and support daily and on-demand reporting. I created the Genetics Support Tool as a local browser-based operational solution and pitched it to the client.

I use root-cause analysis, corrective and preventive actions, Lean process improvement, and targeted coaching to strengthen quality outcomes. This work contributed to a 30% reduction in onboarding client escalations. I collaborate with client management, senior leadership, nurses, medical directors, Human Resources, and frontline teams to implement process and regulatory changes and maintain 100% compliance with state-specific turnaround-time requirements.

My self-directed portfolio includes Power BI governance reporting and data storytelling using synthetic genetics data. This portfolio project is separate from Wipro and client work. Earlier customer service and technical support roles strengthened my troubleshooting, workflow improvement, and customer communication skills.