Summary
Overview
Work History
Skills
Websites
Timeline
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Kale Hazlett

Munds Park,Arizona

Summary

Highly skilled and results-driven professional with expertise in prioritization, organization, decision-making, risk management, and communication. Proven track record of achieving operational excellence, streamlining processes, and ensuring outstanding client satisfaction, along with the capability to independently analyze data and trends to mitigate risks efficiently. Skilled in leading cross functional teams, implementing strategic initiatives, and ensuring compliance with regulatory standards. Outstanding interpersonal abilities combined with a firm dedication to cultivating and nurturing relationships. Flourishes in demanding, dynamic, and deadline-driven settings, whether working independently or collaboratively within a cohesive team.

Overview

7
7
years of professional experience

Work History

Client Service and Credit Operations Manager

Solar Mosaic, LLC.
04.2023 - Current
  • Manage the entirety of credit operations and client service functions, encompassing credit underwriting, loan processing, cancellations, restoration, and post-sales support
  • Develop and implement strategies to streamline operations, improve efficiency, and enhance the overall client experience. Such as; Creating a Restoration team for jobs that haven't reached PTO which resulted in a 15% increase in revenue, Improved/Increased Underwriting Outreach for Stipulations which resulted in 10% Turnaround time increase, and Increased Welcome Call outreach which resulted in 20% customer pick up rate.
  • Created and delivered reports to Executives, Counterparty risk, Legal, Senior leadership, and Direct reports
  • Conducted/Created bi quarterly performance reviews for direct reports, along with bi weekly 1:1s for development
  • Lead a team of credit analysts, client services representatives, and operations staff, providing guidance, training, and performance management
  • Collaborate with cross-functional teams, including risk management, salesforce, marketing, product, servicing, compliance, sales, and IT, to ensure alignment and achievement of organizational goals
  • Establish and maintain key performance indicators (KPIs), tracking metrics, and reporting mechanisms to monitor performance and identify areas for improvement
  • Manage relationships with external vendors, service providers, and regulatory agencies to ensure compliance with industry regulations and standards.
  • Developed all customer facing aspects of third party financing program. Inclusive of Concert Program (CED)
  • Spearheaded a contractor abandonment program which involved organizing third party contractors to complete abandoned projects. This involved Omnidian, Enphase, Greenlancer, and Lumio.
  • Launching and winding down contractor partners
  • Drive initiatives to enhance fraud detection and prevention, mitigate risk exposure, and optimize credit decisioning processes
  • Act as a primary point of contact for escalated client inquiries, complaints, and complex credit issues, ensuring timely resolution and client satisfaction
  • Inclusive of communicating with law enforcement agencies and attorneys
  • Routinely developed and implemented training programs, as well as knowledge-sharing sessions to empower team members and foster a culture of continuous learning and development
  • Conduct quarterly business projects to increase productivity, efficiencies, and reduce expenses.

Customer Experience Supervisor

Solar Mosaic, LLC.
02.2022 - 04.2023
  • Lead a team of customer service representatives, providing guidance, coaching, and performance feedback to ensure a high level of service delivery and customer satisfaction
  • Conduct regular training sessions to equip team members with the necessary skills and knowledge to excel in their roles and deliver exceptional services
  • Collaborate with cross-functional teams, including sales, marketing, and product development, to align customer experience initiatives with overall business objectives
  • Serve as a point of escalation for complex customer issues, demonstrating empathy, professionalism, and a commitment to resolving issues promptly and effectively
  • Analyze customer feedback and survey data to identify trends, insights, and areas for improvement, and implement targeted action plans to address identified issues
  • Foster a positive team culture of collaboration, accountability, and continuous improvement, recognizing and celebrating team achievements and milestones.

Credit Operations Team Lead

Solar Mosaic, LLC.
01.2019 - 02.2022
  • Lead a team of credit operations specialists, providing guidance, coaching, and support to ensure adherence to established policies, procedures, and quality standards
  • Manage daily operations of the credit department, including credit application processing, underwriting, and risk assessment, to ensure timely and accurate completion of tasks
  • Develop and implement strategies to streamline credit processes, optimize workflows, and enhance operational efficiency, resulting in improved turnaround times and customer satisfaction
  • Monitor team performance metrics, including productivity, quality, and customer satisfaction scores, and provide regular feedback and performance evaluations to team members
  • Collaborate with cross-functional teams, including sales, risk management, and compliance, to identify and address operational challenges, implement process improvements, and achieve departmental goals
  • Serve as a point of escalation for complex credit inquiries and issues, providing expert guidance and support to team members and ensuring timely resolution and customer satisfaction
  • Conduct regular training sessions and knowledge-sharing sessions to equip team members with the necessary skills and knowledge to excel in their roles and achieve performance targets
  • Foster a positive team culture of collaboration, accountability, and continuous improvement, recognizing and celebrating team achievements and promoting a culture of excellence.

Retention Lead/Developer

Passport Health Travel Vaccine Clinic
06.2018 - 12.2018
  • Led the conceptualization and implementation of a pioneering Retention Department from inception to execution, demonstrating strategic foresight and leadership in driving initiatives to enhance customer retention and satisfaction
  • Led a team of retention specialists, providing guidance, coaching, and support to drive retention efforts and achieve performance targets
  • Developed and executed comprehensive retention strategies aimed at reducing churn and enhancing customer loyalty within the organization's client base
  • Developed training programs and materials to equip team members with the skills and knowledge necessary to effectively execute retention strategies and tactics
  • Identified, recruited, and onboarded a team of eight highly skilled Retention Specialists, cultivating a cohesive and high-performing team equipped to deliver exceptional service and achieve retention goals
  • Orchestrated targeted retention strategies that resulted in a remarkable 5% increase in revenue and client show rate within a mere two months, showcasing a keen ability to analyze market trends, identify opportunities, and execute effective retention initiatives
  • Established key performance indicators (KPIs) and performance targets for the retention team, regularly reviewing progress and providing feedback to drive performance improvement
  • Acted as a liaison between the retention team and senior management, providing regular updates on retention performance and making recommendations for future initiatives and investments.

Team Lead

Passport Health Travel Vaccine Clinic
01.2018 - 06.2018
  • Leveraged advanced analytical tools to dissect team and individual performance metrics, extracting actionable insights to inform strategic decision-making and optimize operational efficiency
  • Produced detailed and insightful reports that provided a comprehensive overview of performance trends, key metrics, and actionable recommendations, enabling informed decision-making at all levels of the organization
  • Developed and implemented creative incentive programs tailored to the unique needs of the team, effectively driving motivation, productivity, and quality outcomes while upholding rigorous standards of excellence
  • Conducted thorough call monitoring activities, meticulously analyzing interactions and providing valuable feedback to the site management team, enabling them to make data-driven decisions and drive continuous improvement
  • Offering personalized performance coaching and professional development strategies to team members, empowering them to achieve their full potential and progress in their careers within the organization
  • Leveraged cutting-edge quality monitoring systems to compile and track performance data at both team and individual levels, ensuring accountability, transparency, and continuous improvement across the organization
  • Demonstrated a relentless commitment to customer satisfaction by promptly addressing and resolving client and provider inquiries and issues, fostering trust and loyalty while upholding the organization's reputation for excellence.

Trainer

Passport Health Travel Vaccine Clinic
03.2017 - 01.2018
  • Strategically plan and develop schedules for assessing training requirements, ensuring alignment with organizational objectives and employee development goals
  • Engage in collaborative discussions with trainers, managers, and leadership to gather insights and perspectives, fostering a culture of shared expertise and collective problem-solving
  • Implement systematic data tracking mechanisms to collect and compile relevant training data, enabling informed decision-making and continuous improvement of training programs
  • Innovate and conceptualize training materials based on robust data analysis and research, ensuring relevance, effectiveness, and alignment with learning objectives
  • Facilitate transparent communication of training needs and available online resources to stakeholders, fostering a culture of openness, collaboration, and continuous learning
  • Design comprehensive training strategies, initiatives, and materials that cater to diverse learning styles and preferences, maximizing engagement and knowledge retention
  • Deliver engaging and interactive training sessions, leveraging new materials and technologies to create dynamic learning experiences that resonate with participants
  • Review employee performance and learning outcomes, providing constructive feedback and guidance to support ongoing skill development and performance improvement.

Skills

  • Google Suite
  • Microsoft Office Suite
  • MacOS
  • Microsoft Windows OS
  • Excel
  • LexisNexis Risk Management
  • Emailage
  • Salesforce
  • Docusign
  • Adobe
  • DataTree
  • Periscope
  • Tableau
  • Miro
  • Slack
  • Talkdesk
  • FASt
  • ZenDesk
  • Purecloud

Timeline

Client Service and Credit Operations Manager

Solar Mosaic, LLC.
04.2023 - Current

Customer Experience Supervisor

Solar Mosaic, LLC.
02.2022 - 04.2023

Credit Operations Team Lead

Solar Mosaic, LLC.
01.2019 - 02.2022

Retention Lead/Developer

Passport Health Travel Vaccine Clinic
06.2018 - 12.2018

Team Lead

Passport Health Travel Vaccine Clinic
01.2018 - 06.2018

Trainer

Passport Health Travel Vaccine Clinic
03.2017 - 01.2018

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Kale Hazlett