Jacquelyn Alcorn

• Developed team strategies growing department by 214% efficiencies in 2023.
• Driving Automation awareness across our organization to improve efficiencies.
• Worth of 110% YOY of federated developers outside of CoE
• Developed and managed our federated user groups allowing all business units to start robotic automation.
• These team trained and worked with myself to develop use cases and automation to increase productivity by average of 5 FTE per automation
• Built, trained and launched Automation hub in UiPath cloud
• Developed highly customized version on automation Hub
• Imported our old use case repository into automation hub using APIs and bots
• Used APIs to pull information from multiple sources in to power bi and insights for reporting
• We also used SQL and sharepoint as datasets to develop complex reports across platform for our business unit.
• Collaborated with engineering teams on technical feasibility assessments, resulting in realistic scope definition for projects.
• Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
• Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
• Worked closely with organizational leadership and board of directors to guide operational strategy.
• Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
• Spearheaded innovative approaches to resource allocation and strategic planning.

Developing new processes to improve efficiencies by 60%

• Managing communication between end users and Development/Automation teams
• Creating presentations for proof of concept and end function
• Writing processes and work instructions
• Writing Process Development Design documents for development/Automation teams
• Working with end users to map multipart projects
• Developing action plans for department's needs
• Creating work flows and task lists to create affective timeline for projects
• Managing deadlines and timelines for all teams involved in projects
• Creating documentation and presentations for leadership on risks and benefits of projects.
• Planned, designed, and scheduled phases for large projects.
• Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
• Met project deadlines without sacrificing build quality or workplace safety.

• Managed 8-12 Agents
• Developed SharePoint training and knowledge base sites
• Developed training documentation for management and compliance agents
• PCI Audit Administrator
• Developed and administer Complaint training across Consumer and Merchant departments
• Built Reports for compliance and federal regulations
• Analyzed call report and metrics
• Built dispute, compliance, and complaint department for merchant collection teams
• Built Cross-departmental teams to improve efficiency
• Process development and implementation
• Updated and worked with the development team for Salesforce interfaces to allow agents the most efficient case management and eliminate common errors
• Created multiple automated mail processes, 1 has been implemented 1 is still pending final connection.
• Enhanced customer satisfaction by efficiently resolving complex issues and implementing appropriate solutions.
• Implemented new procedures that resulted in improved efficiency and effectiveness of the resolutions process.
• Streamlined resolution processes for quicker response times and increased customer satisfaction.
• Reduced case backlog by prioritizing urgent matters and delegating tasks effectively.

• Developed SharePoint training sites
• Developed training documentation for management and collectors
• Legal compliance officer
• PCI Audit Administrator
• Performed Call calibration and meet and greats with Partners/Clients
• Built Report for collections by agents
• Analyzed call report and metrics.
• Assisted management in setting realistic targets and goals, leading to improved collection rates.
• Kept up-to-date with industry developments through continued education opportunities, bringing valuable insights and knowledge to benefit team and organization.

• Team lead supervised agents and help with any manager’s needs
• Developed training materials and lead classes
• Developed training activities for agent development outside classroom
• Coaching and developing employees to achieve higher goals
• Developed reports and tracking for management on performance metrics of their teams
• Chairman of Spirit committee leading and developing moral in call center
• Supervisor call and de-escalations
• Developed Scorecards and reporting for agent metrics
• Analyst performances and goals to metrics
• Site Leader for diversity council Thrive.
• Reduced response times for client inquiries by optimizing team workflows and communication channels.
• Spearheaded adoption of new technologies and tools to optimize support operations, increasing efficiency, and reducing response times.
• Championed process improvements that led to increased efficiency within support department.