Kyla Sanford

**** *. **** **

Broken Arrow, OK **014

Home Phone 918-***-****

E-Mail acwasr@r.postjobfree.com

SKILL SUMMARY

Systematic, analytical, and ambitious

Ability to learn and apply new information quickly and efficiently

Effectively manage multiple projects simultaneously

Superb ability to work autonomously or with multiple stakeholders

EMPLOYMENT

2011-Present Direct Energy

Sr. Incident Management Analyst

Triage systemic and process breakdowns within all markets.

Research root cause of incidents and partner with stakeholders to identify and implement permanent fixes as well as necessary clean-up efforts.

Identify and tracking costs and savings associated with incidents

Data mining, trending analysis, and reporting.

Liaise between all departments to identify, coordinate, and execute process improvements.

Documentation and training creation for Front Office, Back Office, and Vendor Partners.

Work closely with Digital teams to improve customer experience

Facilitate Kaizen Blitz’ workshops and collaborate with business partners to carry out process improvements.

Operations Supervisor

Provide daily supervision and leadership to the Exceptions Management Team of 15 staff, including talent development and coaching needs.

Responsible for all business critical and operational exception output and reporting within the US North division. Including enrollments, billing, remittance, and promotions.

Process improvement utilizing Lean Six Sigma concepts and applications, including incident management.

Oversight of on shoring the exceptions processes housed in India.

Success in this role requires coordination and partnership with multiple offices across the U.S.

Operations Strategy Analyst

Invited to establish a new business unit responsible for reducing Operational Expenses.

Build business cases to either support or eliminate items from the Operations Strategy project list.

Research, design, and implemented a successful payment strategy for the Texas market.

Develop documentation and provide training to the trainers for implementation of payment strategy.

Facilitate focus groups with each Back Office team to identify technology and process improvements.

Value stream mapping for Texas Back Office processes to identify gaps and waste.

Supervisor for Internal Renewal and Retention Team

Create and execute strategies for inbound and outbound customer cultivation.

Drive performance measured results and ensure compliance of all Ontario laws and regulatory guidelines.

Establishing and managing processes and controls to ensure risk mitigation is adhered to.

Manage internal and external auditors, as well as call center vendors.

Identify process and policy discrepancies and implement necessary adjustments.

Conduct interviews and selection of candidates for employment.

2010-2011 ORS Nasco

Customer Care Site Supervisor

Provide daily supervision and leadership to a team of 51 Customer Care Advocates (CCA’s) –Business to Business sales agents.

Lead the daily Business to Business sales functions by addressing customer concerns, collaboration with cross functional departments to meet the requests of our customers, and matching client needs to the company’s products and services.

Responsible for human resources relationship between ORS Nasco and staffing agency. Identified opportunities within the relationship and created documentation to ensure the hiring and placement processes were seamless.

Created and led a team to research and identify opportunities and efficiencies to be implemented both within and outside of the Customer Care Department.

Created and led the company’s Employee Recognition group.

2009-2010 NCO Financial

Client Department Supervisor

Responsible for the success metrics established for daily, weekly, and monthly goals of our client: Citibank.

Execute daily, weekly, and monthly production strategies.

Assist collectors in closing deals with customers or attorneys.

Handle escalated calls among all internal departments.

Coached collectors to balance assertiveness, rapport building and negotiation in their collection processes that increased metric improvement during entire tenure.

Conduct audits on various portfolios to ensure quality of work from my team was maintained to the highest standard.

1999-2009 HSBC Card Services

Collections Unit Manager

Managed a team of 25 employees.

Selected to be the Process Enhancement Supervisor for the Vice President of Collections, elevated position allowed me the opportunity to evaluate and re-structure and/or create procedures, processes, and training programs.

Chosen to establish and manage the Resolution Support Department (RST), which handled global complaint calls in order to resolve customer issues, fee waiver requests, and research issues on behalf of the customer.

This required the creation of program platforms, processes, production standards, training material as well as candidate selection.

Successfully led the consolidation of all correspondence departments within the organization to a single unit

Participated in the Quality Measurement Task Force to streamline processes and improve communication among departments, performance measured to success.

Created policies and procedures for internal payment programs, the Escalation department, and assist with revisions of Collections policies.

Led the “Nesting Program”. This was a 4 week transition period between classroom training and the agents being fully integrated into their teams.

Designed numerous, productive training documents and learning tools.

Worked as a Quality Assurance Auditor, helping develop standards as well as provide individual feedback and coaching

EDUCATION

Bachelor of Science in Business Management, University of Phoenix

Bachelor of Science in Marketing, University of Phoenix

Certifications

Lean Six Sigma Black Belt, New Horizons

Kaizen Blitz Facilitator, Direct Energy

Four Disciplines of Execution, Franklin Covey

Communicate to Influence, Decker Communications

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