Chelsea Kline

• SME for all technical systems, focusing on optimizing efficiency across screening, customer support and internal operations
• Collaborate closely with the product, customer support, development and operations department to understand usage patterns and identify opportunities for technical efficiencies
• Conduct frequent audits of system configurations to identify areas for improvement and implement necessary changes.
• Maintain comprehensive documentation on all aspects of system configuration settings, policies, and procedures
• Improved Ticket Time to Resolve by 55% with Intercom, Slack, Jira and Asana automations
• Created a best practices workflow design that improved CSAT by 45% and Client Drop-off rate by 32%
• Attend weekly EOS leadership meetings to report on OKR's and collaboratively solve department challenges and issues with other leaders
• Create and deliver trainings, SOPs, how to guides, sales materials and demonstrations for all products
• Understand and contribute to product roadmaps and new features to enhance user experience and process efficiency
• QA/UAT testing for all new features and releases, providing valuable feedback and call outs to the product development team
• Successfully launched 6 new products across enterprise and retail screening in 2024
• Maximize our background screening data, ensuring its integrity, compliance, and costs through vendor management
• Conduct vendor selection and onboarding
• Manage contract negotiations and terms, ensuring favorable agreements and pricing structures
• Yearly vendor audit to assess performance and seek opportunities for cost savings. The early 2024 audit resulted in a strategic multi-step plan that reduced our COG by 5%
• Built analytical dashboards to track vendor spend, opportunity, usage and turnaround time

*RentPrep was acquired by Roofstock in August 2022

• Oversee the daily operations of the Background Screening Department, initially supervising two Background Screeners and scaling to eight in 2022
• Developed a scaling strategy to differentiate our low-volume and high-volume background screening solutions. Following successful implementation, I assumed the role of Enterprise Screening Manager (High Volume Clients), which included additional duties such as client onboarding
• Develop and enforce standard operating procedures
• Monitoring team compliance with the Fair Credit Reporting Act and relevant state regulations
• Attend weekly EOS leadership meetings to report on department OKR's and collaboratively solve company issues
• Lead weekly department meetings to maintain communication, encourage employee input and identify and solve issues
• Conduct quality reviews of screening reports, providing feedback and guidance to maintain high standards
• Foster a positive work environment through recognition of individual achievements, encouragement of creativity, and effective delegation of tasks
• Conduct monthly one-on-one meetings and quarterly performance reviews, implementing performance improvement plans as needed
• Designed and implemented a comprehensive six-phase training program for the department, tracking employee progress and certifications
• Conduct interviews, onboard new hires, and manage employee terminations and offboarding procedures
• Collaborate with fellow leadership to identify and address opportunities for operational efficiency improvements
• Onboarding high-volume clients, to include assisting Business Development in the sale, account configuration, and providing an exceptional client experience

• Conduct thorough tenant background checks in compliance with the Fair Credit Reporting Act and relevant state regulations
• Deliver outstanding customer service to clients via chat, email, and phone interactions
• Initiated a New Client Outreach program to engage first-time users
• Earned an Advanced FCRA Certification through the PBSA and NCRA

• Supervise and manage the daily operations of three fitness facilities, two of which were established under my leadership
• Coordinate staff schedules for a team of 10, including location admin and fitness trainers
• Oversee inventory management
• Develop annual marketing strategies
• Drive client sales, consistently meeting monthly quotas
• Facilitate employee training and development initiatives
• Organize quarterly fitness challenges to boost membership engagement