Operations Leader - Policy, Risk & SOP Expert

Kristi Kennedy-Slover

817-***-**** • ******.******@*****.*** • Grand Prairie, TX

Summary

Accomplished Operations Leader with over 15 years of experience in high-stakes policy administration, team leadership, and service excellence. Expertise in developing scalable SOP/workflow frameworks, conducting root-cause analysis, and managing complex carrier relationships to ensure strict compliance and operational accuracy. Proven success in overseeing high-value account portfolios exceeding $5B, with a deep focus on risk management and client retention strategies. Work Experience

Sales & Operations Planner June 2023 – July 2023

SOURCE ONE TECHNICAL SOLUTIONS, FORT WORTH, TX

Architected long-term operational strategies and policy administration frameworks to ensure scalability and consistent execution of service initiatives.

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Led the business execution for new product launches and high-value policy service initiatives, ensuring strict adherence to compliance and regulatory requirements.

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Developed and monitored S&OP KPIs and performance metrics to enhance operational visibility and ensure client success across all service lines.

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Utilized advanced analytical tools and CRM system principles to deliver data-driven insights supporting strategic in-force management and decision-making.

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Spearheaded SOP/Workflow development during cross-functional alignment initiatives to streamline post-issue administration processes.

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Supply Chain Analyst January 2023 – March 2023

BELL TEXTRON, FORT WORTH, TX

Executed complex root-cause analysis and quantitative assessments to mitigate risk and optimize program policy administration.

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Oversaw carrier relationship management and contract oversight, reviewing proposals for adequacy, cost reasonableness, and compliance with carrier rules.

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Developed tracking tools for Global Outlining Agreements (GOAs) to ensure continuous policy service and minimize risk exposure.

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Enhanced management visibility into complex supplier agreements by building analytical dashboards that monitored contract compliance and risk triggers.

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Reverse Transportation Specialist – Supply Chain Support March 2022 – September 2022 JUDGE GROUP, PLANO, TX

Investigated and validated complex discrepancy cases, ensuring accurate client credits and strict adherence to service-level agreements.

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Managed 3PL carrier relationships to resolve escalated disputes, denials, and policy compliance issues through proactive communication.

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Established new SOPs for claim resolution, significantly improving timeliness and adherence to contract terms and regulatory standards.

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Generated comprehensive performance reports for senior leadership to ensure management visibility and operational consistency.

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Senior Analyst, Reverse Logistics (Supply Chain Support) December 2018 – September 2020 VERIZON WIRELESS, FORT WORTH, TX

Lead of the DFILL Service Team, managing high-volume administration operations and ensuring scalable, compliant post-issue frameworks.

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Directed team leadership/management including hiring, training, and supervising staff to achieve operational excellence in client success initiatives.

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Performed in-depth root-cause analysis to resolve inventory discrepancies and escalated policy issues impacting high-value client accounts.

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Spearheaded the first virtual inventory initiative, demonstrating adaptability and leadership in establishing new operational workflows during the pandemic.

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Collections Analyst III November 2013 – August 2015 NOVARTIS, FORT WORTH, TX

Oversee and managed a $5B high-value portfolio for National Key Accounts, ensuring client retention through proactive relationship management.

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Conducted exhaustive root-cause analysis on payment delays to recommend and implement systemic process improvements and policy adjustments.

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Achieved 92% KPI performance against an 85% target, maintaining top-tier service standards for executive-level clients.

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Collaborated on SAP CRM system builds and transitions, ensuring data integrity and compliance during large- scale digital transformations.

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Education

Coursework Completed – 30 Hours Remaining in Business Law SOUTH UNIVERSITY

Minor: Accounting in Criminal Law: Accounting

TARRANT COUNTY COLLEGE, FORT WORTH, TX

High School Diploma, GPA: 3.8, National Honor Society, Natural Helper, Eagle-Ann Drill Team AMON CARTER-RIVERSIDE HIGH SCHOOL, FORT WORTH, TX

Additional Skills

Core Service Leadership: Life Insurance Policy Service, Team Leadership/Management (Service Teams), Policy Administration (In-Force Management), Client Success Frameworks, Executive Benefits Administration, Client Retention Management

Operations & Compliance: SOP/Workflow Development, Compliance and Risk Management, Root-Cause Analysis, Operational Scalability, Carrier Relationship Management, Regulatory Adherence Technical Systems & Analytics: CRM System Utilization, SAP IBP / SAP ERP, Advanced Microsoft Excel, KPI & Performance Monitoring, Data-Driven Decision Making, AS/400 Training

• Selected for Six Sigma Black Belt training (in progress at the time)

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