Experience

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  Revolution Realty Team

  • Cedar Rapids, Iowa, United States

  • Chief Operating Officer

    • Mar 2022 - Aug 2023
    • Cedar Rapids, Iowa, United States

    -Developed automated tech stack to support and manage lead generation and nurturing, increasing speed to lead and lead conversion rates.Implemented robust organizational management rhythms and processes to strategically and tactically manage the organization from software to people management.-De...

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  Goldman Sachs

  • United States
  • Financial Services
  • 700 & Above Employee

  • Vice President Operations

    • Jan 2018 - Feb 2022

    -Established a multi-phase roadmap and worked with engineering and product teams to successfully migrate agent and customer-facing applications to the cloud for multiple lines of business.-Managed ongoing enhancement roadmaps through the agile process to improve agent and customer experience, increase efficiency through automation, reduce legacy and avoid future tech-debt.-Diversified operations location strategy over a 2-year period increasing operational resiliency and optimizing operating expenses by opening 3 new office locations housing ~1000 people, multiple lines of business and dozens of teams enabling 120% growth year over year.-Developed a comprehensive roadmap with 700+ detailed requirements to redesign existing $70+bn deposits platform from the ground up by leading more than a dozen collaborative joint application design sessions to support growth to $250bn while reducing operational expenses by 30%.-Revised sourcing and onboarding process enabling the hiring of more than 500 people in 12 months.-Adapted digital storefront customer experience to service walk-in customers and opened the first in-person branch to comply with federal regulations.-Simplified end-to-end workforce management through harmonization efforts to standardize processes across lines of business and reduce team size needed to manage.

  • Associate

    • Apr 2016 - Jan 2018

    -Proceduralized reporting and analytics team end-to-end workflow to standardize intake, measure team throughput and monitor quality allowing for metrics-based discussions around team and individual performance as well as level support being delivered to lines of business.-Developed multi-layer operations resiliency plan including regional hand-over and near-site displacement to enable seamless operations during crisis.-Effectively led 3-week building displacement, relocating the entirety of operations to new location, sustaining all external facing service level agreements and providing a seamless customer experience.

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  GE Capital Bank

  • Program Analyst

    • Apr 2013 - Apr 2016

    Built front and back office capacity models, providing capacity planning and staff forecasting for Cedar Rapids Contact Center. Built and conducted multiple rounds of in-depth timing studies for over 40 complex processes allowing detailed look at processes and identifying areas of opportunity for process improvements. Developed and tracked over 400 metrics and Key Performance Indicators for Contact Center including monthly reporting package with outputs going to an Enterprise Risk Committee and Board of Directors. Automated dashboards in Spotfire by partnering with a Business Intelligence team providing 100% touchless real-time reporting for Contact Center management team. Expanded role by helping build out Vendor Management program for the bank. Identified, tracked and monitored 38k+ vendors across GE Capital. Developed an online workflow tool to assist GE Capital Sourcing team in on-boarding/off-boarding and monitoring engagements with third parties across GE Capital.

  • Team Operations Coordinator

    • Oct 2011 - Apr 2013

    Built and executed daily/weekly/monthly operational reports for two back office teams, providing management with detailed process and inventory metrics. Facilitated lean work out sessions to identify process enhancements leading to increased team efficiency.

  • Account Resolution Specialist

    • Dec 2009 - Oct 2011

    Managed large cradle to grave collections portfolio of business customers with leases/loans. Assisted with billing issues, complex legal issues and customer payments to reduce delinquency in the portfolio. Established relationships with customers to monitor health of the contract and to determine when to initiate repossession, litigation, settlements and extensions.

  • Customer Care Representative

    • Aug 2008 - Dec 2009

    Handled inbound calls from business customers with questions about their leases/loans. Facilitated real-time complex problem resolution and did extensive contract research. Helped integrate newly acquired portfolios and acted as an escalation contact for questions from other agents and taking escalated customer calls.

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  Kelly Services

  • Cedar Rapids, Iowa Area

  • Contractor

    • Nov 2007 - Aug 2008
    • Cedar Rapids, Iowa Area

    Customer Care Representative at GE Capital