Kay Booker

• Manage administrative staff of 25 associates at 11 locations, develop and implement processes, and streamline operations to improve efficiency
• Oversee budgeting, monitor expenses, and identify cost-saving opportunities
• Quickly adapt and learn new technology systems and process
• Recruit, train, and mentor administrative personnel
• Provide exceptional customer service and resolve administrative issues
• Spearhead projects, analyzed data, and implemented improvements to optimize workflow
• Inspire, coach, and deliver daily newsletters for updates, trends and changes
• Perform bi-weekly 1:1s, outlining performance metrics and expectations
• Facilitate monthly team meetings to ensure alignment and progress towards business needs
• Assist associates with performance opportunities, IDPs, and action plans
• Effectively manage and track PTO, forecast Scheduling and adjust accordingly.

• Effectively manage and track KPIs with team members, identifying areas for improvement and delivering solutions
• Inspire, coach, and deliver scorecards to agents during weekly 1:1s, outlining performance metrics and expectations
• Monitor calls and CSAT to provide feedback and best practices to agents
• Strong attention to detail and ability to prioritize in face paced environment
• Facilitate weekly team meetings to ensure alignment and progress towards business needs
• Build and maintain team culture through recognition, development, support, and tailored coaching
• Analyze trends and collaborate cross-functionally to communicate changes and implementations to operations department
• Generate and distribute reports on shift activity, productivity, and areas for improvement
• Lead and manage cross-functional projects
• Assist agents with performance opportunities, IDPs, and action plans
• Successfully coordinate and manage team outings events, including scheduling, proposals, budgeting, negotiation, and logistics
• Resolve complaints effectively
• Manage escalations and provide resolutions for de-escalations and complaints
• Investigate and respond to customer complaints (Auto, loans, etc)
• Ability to handle multiple tasks simultaneously and thrive under pressure in fast-paced environment.
• Assisted in budget preparation and financial forecasting, supporting sound fiscal decision-making within company's operations department.
• Proven success in producing high quality outcomes in metrics driven environment.

• Perform reviews of all Operations communications with customers to ensure compliance with Upstart's policies and procedures and legal requirements
• Strong knowledge with compliance regulatory requirements such as UDAAP, TILA, GLBA, TCPA, SCRA, FCRA,FDCPA, ECOA, etc
• Identify risk factors or procedural errors and help improve processes to eliminate any project or process issues
• Evaluate success of training program using test and quality scores that measure performance of agents on Operations team
• Review customer complaints and escalations to work with management to identify and resolve problem areas
• Worked closely with compliance and legal department to manage risk and implement new policy
• Perform and assist with any audit requests as needed
• Train new Quality Assurance associates and provide tools and resources for them to be successful in their role
• Exceptional written communication skills with ability to present information clearly
• Participate and present New Hire presentations and collaborate with trainers to update material, calls, and new workflows
• Facilitate meetings with vendors and pull calls to calibrate and discuss trends.

• Maintaining confidentiality of all proceedings, documents, and records, including preparing orders that protect sensitive information
• Interviewing parties to gather facts and information about claims in order to make decision regarding unemployment benefits or compensation payments
• Communicating with employers to ensure they have been notified of claims and appeals processes and prevent Fraud
• Reviewing written documentation to determine if employer has followed proper procedures in terminating employee's employment
• Determining eligibility for unemployment compensation based on state laws and regulations
• Reviewing and resolving appeals from individuals who have been denied benefits or whose benefits have been terminated
• Conducting investigations to determine whether an individual is eligible for unemployment compensation based on claimant's reason for termination from employment
• Handle complaints and investigate Fraud, identity theft, etc.
• Reviewing employer records regarding employee terminations and other pertinent information to determine if employee is eligible for unemployment compensation
• Issuing determinations regarding eligibility for unemployment compensation based on state laws and regulations.

• Participated in the continuous training and development of all staff members
• Maintained weekly 1:1s with up to 25 representatives to provide coaching, address issues and provide solutions
• Assisted with PSRs and Sr Quality Associates metrics and career trajectory
• Implemented reconstructing a new auditing method
• Enhanced customer satisfaction by providing recommendations
• exceptional written communication skills both written and verbal
• Led and coordinated on-going team meetings to achieve goals
• Participated with interviewing and assessment testing due to company growth
• Assist agents with performance opportunities, IDPs, and plan of action
• Coached and delivered scorecards to Sr quality assurance associates that outline individual performance metrics, quality scores, and expectations during weekly 1:1s
• Furnished coaching feedback weekly to ascertain performance
• Built relations by collaborating with internal and external parties
• Analyzed and pulled reports to track trends and speak to numbers in regards to client facing and contracts
• Assisted with escalations
• Contributed in special projects due to business needs
• Collaborated with IT to assist with building out our new phone systems and call workflow processes
• Acted as an ambassador to mentor new employees.

• Assisted with escalations, claims, benefits, eligibility, provider searches to healthcare and fulfilled demands
• Aided with pre-certs, third party referrals, INN/OON searches, pharmacy, and TPAs
• Led team meetings, coached PSRs, conducted client meetings, 1:1s, and formulated goals for career advancements
• Led and managed a team of patient service reps; Assisted with the overall direction and key performance indicators of the team
• Assist with appeals and review patient medical notes
• Carried out responsibilities in accordance with healthcare policies and procedures to meet hipaa and compliance guidelines
• Assist agents with performance opportunities, IDPs, and plan of action
• Assist with website, dashboard and technical issues
• Assisted with interviewing, training and motivating employees; planning assigning and directing work; rewarding and disciplining employees; and effective conflict resolution
• Implement and monitor service quality bench-markers and assists in the development of solutions addressing customer issues, concerns, complaints and suggestions
• Continuously reviewed processes and workflows to identify ways to improve and increase customer satisfaction and operational efficiency
• Leverage data, reporting and analytics to assess operational effectiveness and communicate results to internal stakeholders and management
• Helped maintain a comprehensive knowledge base library with diverse resources for team members to have at their disposal and to use quickly and effectively to resolve customer issues
• Took ownership and resolve accordingly any urgent or critical service issues escalated by the patient service Team.

• Actively engaged in the hiring and interviewing of new employees
• Collaborated with internal hiring teams and external agencies for better communication
• Directed recruitment social media strategy on various platforms such as Facebook, Twitter, and Glassdoor
• Contacted up to 20 applicants through phone with respect to recruitment
• Maintained staff records such as applications, insurance forms, tax forms, identification, references as well as conducted background checks and drug testing
• Actively engaged in the hiring and interviewing of new employees
• Collaborated with internal hiring teams and external agencies for better communication.

• Manage team of post closer by ensuring files are reviewed and shipped accurately
• Identified and executed changes to process flow as needed
• Conducted loan audits by uploading data, analyzing documentation and qualification, and making recommendations for disbursement of funds
• Receive closing package from settlement companies and log Notes into Encompass and store Notes in appropriate location
• Review signed loan documents for compliance with federal and state laws as well as Bank policies
• Review and audit loan files for completion and accuracy; verify that all requested items are valid and that stipulations are met
• Correspond with title companies to obtain outstanding closing documents
• Ensure that all loan files meet Bank standard for quality and accuracy
• Develop close/funded binders for investors; includes stacking, scanning, and transmitting binders/files to investors
• Ship loans to investors
• Corrected issues by coordinating with title, attorney, closers, processors, QA, sale managers, and underwriters within SLA
• Assisted staff with escalated issues and regulated workload
• Created and log daily reports due to business needs.

Resolved issues by collaborating with the executive office

• Facilitated training for new hires on home equity
• Secured sensitive information while maintaining privacy and confidentiality
• Training new customer service team members
• Monitoring average call length and overall team volume
• Listening to individual calls to ensure quality
• Leading performance reviews for team members
• Creating intervention and improvement plans for team members
• Creating reports for director of customer services
• Suggesting new procedures to improve customer service
• Resolving escalated customer issues
• Motivating customer service team to meet goals.