Brady Naylor

Manage two onboarding teams across distinct business lines, overseeing operations, strategy, and analytics.

• Developed and implemented new process efficiencies that reduced onboarding velocity from 90 days to 15.
• Improved Onboarding SLA adherence from 30% to 99.9%
• Built and maintained onboarding SQL/Salesforce data infrastructure as well as all reporting Dashboards and Queues
• Established new product onboarding processes
• Generated $50k per quarter in transactional revenue salvaging through non-onboarding related initiatives and data analysis
• Built and maintained Customer Integration Health metrics and maintained at a 99.7% healthy ecosystem across thousands of customers

Management of frontline staff and immediate Supervisors as well as analytics and financial reporting

• Implementation and standardization of department policies and efficiencies resulting in an 82% increase in frontline productivity
• Creation and development of department wide KPI reporting through various reporting tools such as SQL, Excel, Coda, Salesforce and more
• P&L forecasting and budgeting resulting in a 30% reduction in department losses and 12% increase in profits
• Engineering & Executive collaboration through product and process improvements

• Headcount analysis and forecasting - department wide
• Ownership and creation of team and department wide KPIs from multiple large datasets within Excel & SQL
• Performance Management
• Presenting visual performance representations to other teams and Process Managers
• Providing inefficiency & opportunity insights ,with data to back, to Managers and executive stakeholders (wbr’s & mbr’s)