Carolyn Keigley

Developed collateral for training purposes on new system Oracle

• Streamlined new hire onboarding and testing process.
• Implemented processes to reduce system check time and train more efficiently.
• Collaborated with other sites and departments to ensure consistency in training.
• Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
• Mentored new hires, resulting in stronger staff development and increased productivity.
• Developed effective training plans based on department needs and objectives.
• Analyzed team performance and identified opportunities for additional training.
• Created project in Storyline, using advanced steps and templates

• Lead and developed a team of 12 associates focusing on driving cash flow and $100m portfolio, with monthly collections of $25m
• Partnered and collaborated with department and dialer team to plan and implement dialer calling strategy for department in order to achieve and exceed month end goals
• Partnered with Front End Collections to help achieve service level on a daily and monthly basis
• Collaborated with Training department to create Collections focused training for Shell Vacations Club
• Lead trainer for Collections for Project Genesis from 2018 - 2021
• Evaluated employee performance and coached and trained to improve weak areas.

• Responsible for providing support to Back End and Front End collections teams globally with monthly collections of $40M+
• Completed training of Back End Collections team on Shell Vacations Club product within 60 days of assignment
• Created and maintained relationships between different departments with regards to Shell Vacations Club in order to resolve accounts quickly and efficiently
• Worked closely with management to help create and implement policies and procedures for Shell Vacations Club
• Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
• Assisted and helped develop call strategy for back end collections
• Coordinated with Back End leaders in regards to creating a master schedule for vacation and schedules.

• Lead 20 professionals providing collections support and cash flow management for $27m portfolio with $12m monthly collections (50,000 customers)
• Ranked as highest performing team on all operating metrics
• Developed high-performing team by establishing clear goals, providing targeted, real-time performance feedback
• Earned top employee satisfaction scores while exceeding business targets, becoming national source of employment best practices
• Leveraged predictive data analysis to optimize outbound and inbound phone strategies, decreasing percentage of customers disconnected for non-payment
• Cut abandoned calls 50% and improved service levels from 88% to 98% by optimizing scheduled coverage, improving employee adherence from 75% to 92% in two months
• Improved internal quality score (ACE) from 38% to 65% in 6 months, leapfrogging company average
• Implemented automated dialer system (AVAYA), achieving $960,000 in savings in year 1
• Led operational consolidation of Nevada and Arizona markets, standardizing training & schedules
• Served as pilot site for employee marketing programs to drive broadening of product knowledge.