Kevin Lindsey
Fort Worth,TX
Summary
Accomplished, goal-oriented leader with a comprehensive management background encompassing customer support, collections, telephony, strategic planning, and business development within industrious business environments. Demonstrated leadership abilities in driving daily call center operations and directing cross-functional teams. Adept at establishing best practices, delivering exemplary customer support, and improving service levels. Track record of success in leveraging strategies that increase revenue growth, reduce costs, and enhance business processes. Experienced and enthusiastic Consultant with track record of success across wide range of industries. Possesses exceptional interpersonal, problem-solving and analytical skills to provide advice and expertise to client organizations improving business performance. Experienced in all aspects of operations, strategy and finance.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Business Execution Consultant, AVP
Wells Fargo
01.2022 - Current
- Leverage leadership expertise to direct resource planning for multiple sites (Onshore-Offshore) and drive operations
- Collaborate with senior management to address needs for Dillard’s and Retail Services for Wells Fargo
- Participate in a variety of assigned and ongoing business operations to ensure success in meeting business goals and objectives
- Identify opportunities for process improvement by conducting root cause testing of all compliance and business metrics
- Determine areas of strength or Business Execution opportunity within defined scope of work
- Review and research strategies and action plans to establish effective processes while meeting performance metrics and policy expectations
- Utilize independent judgment to guide moderate risk deliverables
- Present recommendations to develop, implement, and monitor strategic approaches, effectiveness of support function, and business performance improvement opportunities for managing risks of the business
- Exercise independent judgment and provide guidance in diverse support functions and operations for a single business group within a line of business
- Collaborate and consult with leaders and executive management
- Provide work direction to less experienced Strategy and Execution staff.
Business Unit Relationship Manager
BNSF RAILWAY
01.2015 - 01.2023
- Leverage leadership expertise to direct teams across multiple sites and drive operations (involving contact center functions, business unit relations, and customer support)
- Collaborate with senior management to address manpower facility needs and with business partners to resolve problems
- Consistently ensure program success by establishing best practices and executing process improvements
- Maintain quality assurance by conducting root-cause analysis on problematic accounts
- Acted as a workforce engagement management expert
- Constructed a capacity planning model to meet changes in forecasted demands
- Implementation of Softphone Technology (Genesys) Conversion from Avaya
- Enhanced service levels by 50% through transitioning all service teams to soft phone technology and increased customer satisfaction by 25% through redesigning the existing transactional survey
- Contributed to increased revenue by improving our analyst’s negotiation techniques
- Telephony/Verint Subject Matter Expert.
Operations Manager
CLEAR SPRING LOAN SERVICES
01.2012 - 01.2015
- Spearheaded call center operations and directed motivated teams within the center handling 10,000+ calls monthly
- Earned recognition for consistently delivering exceptional customer service
- Contributed to increased revenue by collecting an average of $1.1M monthly
- Established a bonus structure, effectively inspiring employees to attain collections and quality goals
- Increased customer satisfaction by up to 30% through optimizing a call monitoring program
- Served as a subject matter expert by training/mentoring a high-performing talent team comprised of 20 members.
Customer Relations Manager
CITY OF FORT WORTH WATER DEPARTMENT
01.2010 - 01.2012
- Directed work plans, delegated work activities, and monitored work flow
- Ensured optimal quality of city service programs and service delivery methods
- Presided over customer service program operations and orchestrated multi-division activities
- Employed people management expertise to supervise, train, and evaluate staff
- Elevated response duration by 10% with staffing changes.
Loss Mitigation Manager
CHRYSLER FINANCIAL
01.2003 - 01.2010
- Collaborated with senior management to meet delinquency metrics
- Initiated proposals to improve collection efficiency
- Slashed company losses by executing an impactful account collection strategy
- Dispensed exemplary training to representatives on compliance adherence, account analysis, and report review.
Education
Bachelor of Arts - Criminal Justice / Criminology
University of Texas Arlington
Arlington, TXSkills
- Agile Certification
- Microsoft Office Suite
- Outlook
- Lotus Notes
- Aspect
- Credit Commander
- Lexis Nexus
- Innovis
- Performance Edge
- Genesys Administrator
- Verint
- CC Pulse
- Team Manager
- Salesforce Administrator
- Latitude
- Configuration Manager
- Dialer Manager
- Softphone
- UAT Testing
- Salesforce Service/Sales Cloud
- Timeline Development
- Resource Allocation
- Configuration Management
- Business Planning
- Staff Management
- Performance Tracking
- Assessments
- Cost Analysis
- Quality Assurance
- Best Practices Implementation
- Management Coaching
- Operations Analysis
- Employee Management
- Continuous Improvement
- Failure Analysis
- Disaster Recovery Planning
- User Support
- Customer Relationship Management
Certification
Agile
Scrum Master
Timeline
Business Execution Consultant, AVP
Wells Fargo
01.2022 - Current
Business Unit Relationship Manager
BNSF RAILWAY
01.2015 - 01.2023
Operations Manager
CLEAR SPRING LOAN SERVICES
01.2012 - 01.2015
Customer Relations Manager
CITY OF FORT WORTH WATER DEPARTMENT
01.2010 - 01.2012
Loss Mitigation Manager
CHRYSLER FINANCIAL
01.2003 - 01.2010
Bachelor of Arts - Criminal Justice / Criminology
University of Texas Arlington
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