Katie Mahoney
Citrus Heights,CA
Summary
Experienced Vice President of Operations with a demonstrated history of working in the human resources industry. Skilled in Customer Service, Strategic Planning, Product Management, Business Development, Customer Relationship Management (CRM), Change Management, and Business Process Improvement
Overview
15
15
years of professional experience
Work History
Vice President of Operations
ScoutLogic Screening
Remote
09.2024 - Current
- Collaborated with executive team members to create long-term plans for organizational growth and development.
- Coordinated cross-functional teams in order to meet project timelines and deliverables.
- Partnered with vendors to secure competitive pricing on materials needed for production activities.
- Tracked key performance indicators related to product utilization, turnaround times, quality metrics, and training success metrics.
- Managed teams of 10+ employees across multiple departments, overseeing their daily operations and workflow.
- Developed policies and procedures to ensure consistent implementation of operational objectives.
- Conducted regular meetings with department heads to review performance metrics and progress towards goals.
- Assisted in the recruitment and onboarding of new staff members into the organization.
- Identified training needs within departments and developed programs accordingly.
Vice President of Global Operations
Clearstar
Remote, California
06.2023 - 07.2024
- Key stakeholder in migrating $17M in revenue from legacy platform to acquiring organization's platform.
- Led planning and execution of 75+ FTE training and cutover in alignment with customer and supplier segmentation.
- Led several initiatives to align various operational processes pre and post-migration efforts.
- Introduced new KPIs and performance management methodologies resulting in:
- Increased Records team performance by 28% during peak season.
- Increased Verifications team performance collectively by 61% on average across all job levels from Q1 - Q4.
- Overhauled CRM case reasons to capture more granular information to drive business process and technology solutions.
Vice President of Operations & Client Service
Clearstar
Sacramento, California
12.2021 - 06.2023
- Lead group of 70+ employees over five functional departments.
- Manage $2MM book of business directly as an executive sponsor.
- Led second Coronavirus pandemic business continuity response, handling supply chain disruptions, moving staff to work remotely and leading team through business rebound phase, maintaining 100% operational effectiveness.
- Developed and implemented the organization development strategy (management cadence, change management, leadership and people development practices, metrics, continuous process improvement, and quality assurance) essential to scaling the company’s management of year-over-year significant growth.
- Key due diligence team member for acquisition of ESR by ClearStar, Inc.
- Lead Customer Migration workstream of acquisition by analyzing product and service gaps, leading VOC (Voice of Customer) exercises to identify synergies, appetite and readiness for platform migrations.
Director of Operations & Client Service
ClearStar (ESR acquired 12/2021)
Sacramento, California
06.2018 - 12.2021
- Lead group of 40+ employees over three functional departments
- Manage $1M book of business directly as a Sr. Client Relationship Manager
- Directed achievement of the operational performance, service reputation and client engagement that earned the client advocacy resulting in ESR’s improved stature in HRO Today Magazine’s Baker’s Dozen Customer Satisfaction Ratings for Pre-Employment Screening three years in a row, being named in the third year as #1 in Quality of Service and Overall Enterprise
- Assisted in first Coronavirus pandemic business continuity response, handling supply chain disruptions, moving staff to work remotely and leading team through business rebound phase, maintaining 100% operational effectiveness
Product Manager
Sterling Talent Solutions
Remote
09.2013 - 06.2018
- Own product strategy, vision, execution, and product roadmap based on customer need and external market analysis across 3 product lines and multi-million dollars in revenue
- Define and write technical requirements, own prioritization, and communicate requirements to the business, design, and development teams on multiple technology platforms
- Provide training, education materials, and SME support to sales and client service team members for upsell opportunities, client roundtable discussions, and RFP support.
- Responsible for meeting annual revenue and growth goals; under my product ownership: Increased Fingerprinting revenue by ~40% and Increased Social Media revenue by ~225%
- Key due diligence team member for acquisition of biometrics technology business; works as a part of a 40-member cross functional team to integrate business and grow revenue to $50M over four years
- Key stakeholder for integrated solutions for Fingerprinting product line and associated GTM (go-to-market) activities (to support the vertical strategy)
- Co-led “re-engineering” plan for a $5M subsidiary, including revamping of organizational structure, processes, & products; saw 20% improvement in KPIs and $300K increase in annual revenue
Business Delivery Manager
Sterling Talent Solutions
Roseville, CA
01.2012 - 12.2012
- Acted as an Internal Account Manager between Operations Leadership and Business Leadership to bridge gaps in communication across functional teams, increase transparency, manage internal customer relationships, and streamline reporting
- Led bi-weekly meetings designed to report key metrics, wins and threats to the business
- Created and managed re-engineering projects for at-risk clients across multiple cross-functional teams to address key client complaints.
- Client re-engineering resulted in saving 4 key client accounts and ~$2.5M in overall revenue
Associate Director of Operations
Sterling Talent Solutions
Roseville, CA
01.2011 - 01.2012
- Oversaw several operations teams (Public Records, Quality Control, and Verifications) and developed new operational processes to reduce redundancies, increase efficiency, improve turnaround time and quality metrics
- Increased units complete per hour by 1.4 and increased overall quality scores by 7%
- Planned and executed against department budgets (volume forecasting, headcount planning, managing bonus programs)
- Defined and implemented several new Verifications products based on data analyses and success rates, coupled with a study of successful customer-driven operating procedures
- Acted as a SME (subject matter expert) for products and services (supporting sales and client service teams)
Education
Bachelor of Science - Business
University of Phoenix
Remote08.2017
Skills
- Performance monitoring and evaluation
- Proposals and presentations
- Business growth and marketing strategies
- Mergers and Acquisitions
- Risk management
- Rules and regulations
- Training and mentoring
- Staff development
- Project and vendor oversight
- Performance data analysis
- Process Optimization/Improvements
- Trend Identification and Forecasting
Timeline
Vice President of Operations
ScoutLogic Screening
09.2024 - Current
Vice President of Global Operations
Clearstar
06.2023 - 07.2024
Vice President of Operations & Client Service
Clearstar
12.2021 - 06.2023
Director of Operations & Client Service
ClearStar (ESR acquired 12/2021)
06.2018 - 12.2021
Product Manager
Sterling Talent Solutions
09.2013 - 06.2018
Business Delivery Manager
Sterling Talent Solutions
01.2012 - 12.2012
Associate Director of Operations
Sterling Talent Solutions
01.2011 - 01.2012
Bachelor of Science - Business
University of Phoenix