Kelly Stiger
Winchester,VA
Summary
Highly accomplished and collaborative leader with exceptional experience creating synergistic teams that foster environments of trust and productivity. Dedicated to cultivating an environment to promote an engaged, empowering work culture. Experienced in directing and improving operations through streamlining processes and promoting efficiencies. Documented strengths in building and maintaining relationships with a diverse range of stakeholders in dynamic, fast-paced settings. Proficient in using independent decision-making skills and sound judgment to positively impact company success.
Overview
20
20
years of professional experience
Work History
Supervisor, REL Servicing & Support
Navy Federal Credit Union
02.2023 - Current
- Collaborated with business partners to achieve organizational goals, fostering teamwork across various functions.
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
- Fostered a positive work environment by empowering employees and providing ongoing feedback to team members.
- Partnered with vendors to expand knowledge and streamline processes.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Oversaw daily operations of the team, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Maintained compliance with regulations, company policies, objectives, and communication goals.
- Demonstrated commitment to the organizations core values, leading by example and fostering a culture of excellence.
- Awarded the Winchester Operations Center (WOC) Supervisor of the Quarter; Q2, 2023.
Quality Service Specialist I
Navy Federal Credit Union
06.2022 - 02.2023
- Monitored, documented and evaluated interactions to ensure member service expectations were met.
- Reviewed interactions to confirm compliance standards were realized.
- Provided feedback to team members and supervisors to address highlights, trends, and opportunities.
- Delivered insight based on activity patterns, trends, and root cause analysis.
- Managed project initiatives including Verint speech analytics, Verint profile audit and Asana.
Trainer – CCO Account Services
Aston Carter/NFCU
01.2022 - 06.2022
- Facilitated new hire account services training.
- Enhanced trainee engagement through interactive workshops and hands-on activities.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Conducted comprehensive needs assessments to identify gaps in knowledge and skills, informing future program development.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Collaborated with subject matter experts to create accurate and up-to-date content for training sessions.
- Reported performance trends and statistics to leadership teams.
Manager, Audit & Risk
Accurate Background
03.2020 - 01.2022
- Created and managed risk mitigation plans to ensure adherence to regulations, standards and policies; reported assessments to the executive leadership team.
- Drove adherence to corporate objectives by auditing and evaluating risk within the organization.
- Increased team productivity by implementing streamlined processes and effective communication strategies.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels.
- Optimized resource allocation by conducting regular performance evaluations and providing personalized coaching for staff development.
Manager, Customer Service
Accurate Background
03.2020 - 02.2021
- Designed and implemented call center staffing strategies focused on recruiting, training and quality service.
- Vetted vendors, created and implemented full omni channel support.
- Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Manage daily Service Levels (SLA) and Key Performance Indicators (KPIs) to ensure metrics and operating expenses (Op-Ex) are met
- Oversaw the onboarding process for new employees, providing comprehensive training materials and guidance throughout their initial weeks on the job.
- Managed a team of customer service supervisors, fostering a positive work environment focused on teamwork and collaboration.
- Governed capacity plans, forecasting, occupancy rates, workforce management and real-time queue management
Assistant Manager – Business Process Outsourcing (BPO)
Kohl’s Department Stores
07.2012 - 09.2019
- Managed near and offshore vendor performance with a focus on recruiting, training, quality service and KPIs.
- Developed strong working relationships with business partners, fostering a positive work environment.
- Governed capacity plans, average hourly rates, occupancy rates, workforce management and real-time queue management.
- Managed and audited multimillion-dollar contracts, invoices, and operating expenses.
- Project manager for various system upgrades including Genesys, Verint, and QA initiatives.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.
- Successfully planned, established, set up and onboarded seasonal call center sites.
- Supported full omni channel setting including voice, email, chat, and back-office support.
Assistant Manager – Talent Acquisition
Kohl’s Department Stores
07.2012 - 09.2019
- Spearheaded the seasonal recruiting and onboarding process for 1100+ Kohl’s Department Stores nationwide.
- Successfully recruited and onboarded over 50,000 seasonal store associates.
- Developed strong working relationships with staff, fostering a positive work environment.
- Led over 250 operational associates and drove operational excellence by developing KPIs, reporting, analytics and quality assurance reviews.
- Developed talent acquisition strategies and hire plans by determining staffing needs and producing forecasts.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
- Managed operational expenses and conducted audits including payroll, I-9 verification and drug testing.
Assistant Manager – Customer Service
Kohl’s Department Stores
07.2012 - 09.2019
- Supported over 600 customer service associates and led a group of exempt employees by performing coaching sessions, monthly development sessions and monthly business reviews.
- Maintained high-quality standards with regular employee training and feedback sessions.
- Managed daily SLAs and KPIs to ensure customer experience index (CEI) metrics and Op-Ex were met.
- Served as project manager for QS initiatives.
- Provided exceptional support to management, assisting in daily operations and decision-making processes.
- Created a positive work environment for staff members, promoting teamwork and employee morale.
- Conducted regular evaluations of team performance to identify areas for improvement and implement necessary changes.
- Assisted in the hiring process, making recommendations for suitable candidates and conducting interviews as needed.
Manager Ancillary Services (911, Directory and CNAM/LIDB)
EarthLink Business
11.2004 - 07.2012
- Managed exempt and non-exempt employees including daily queue maintenance, scheduling, payroll, performance reviews and weekly coaching sessions.
- Optimized resource allocation by conducting regular performance evaluations and providing personalized coaching for staff development.
- Served as project manager for various system upgrades including SAP.
- Increased team productivity by implementing streamlined processes and effective communication strategies.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
Education
Honors Bachelor of Commerce – Management Economics in Industry and Finance -
University of Guelph
Guelph, OntarioSkills
- Quality Service
- Team Leadership
- Financial Management
- Business Administration
- Business Development
- Workforce Management
- Staff Training and Development
- Project Management
Accomplishments
NFCU - WOC Supervisor of the Quarter
Accurate Background - Project Athena Award Winner for Exceptional Leadership
Kohl's - Executive of the Quarter
References
Available Upon Request
Timeline
Supervisor, REL Servicing & Support
Navy Federal Credit Union
02.2023 - Current
Quality Service Specialist I
Navy Federal Credit Union
06.2022 - 02.2023
Trainer – CCO Account Services
Aston Carter/NFCU
01.2022 - 06.2022
Manager, Audit & Risk
Accurate Background
03.2020 - 01.2022
Manager, Customer Service
Accurate Background
03.2020 - 02.2021
Assistant Manager – Business Process Outsourcing (BPO)
Kohl’s Department Stores
07.2012 - 09.2019
Assistant Manager – Talent Acquisition
Kohl’s Department Stores
07.2012 - 09.2019
Assistant Manager – Customer Service
Kohl’s Department Stores
07.2012 - 09.2019
Manager Ancillary Services (911, Directory and CNAM/LIDB)
EarthLink Business
11.2004 - 07.2012
Honors Bachelor of Commerce – Management Economics in Industry and Finance -
University of Guelph
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