Kyle Wickham
Austin,TX
Summary
Accomplished leader with over a decade of experience in project management, customer experience, and investigations. Proven expertise in leading cross-functional teams, driving strategic initiatives, and enhancing operational efficiencies. Exceptional communicator and relationship builder, with a strong ability to align organizational goals with client needs. Adept at navigating complex challenges to deliver impactful results. Seeking a role in sales leadership, investigations, account management, or program management to leverage my leadership and strategic planning skills.
Overview
13
13
years of professional experience
Work History
Customer Experience Manager
State of Texas
Austin, TX
04.2024 - 09.2024
- Led initiatives to resolve complex customer complaints, enhancing overall satisfaction.
- Analyzed customer feedback and data to identify improvement opportunities and implement strategic changes.
- Collaborated with various departments to streamline customer service processes and elevate service quality.
Investigations Analyst
State of Texas
Austin, TX
05.2021 - 04.2024
- Conducted detailed investigations into compliance violations, providing actionable insights to stakeholders.
- Developed data-driven strategies to enhance regulatory compliance and operational efficiency.
- Authored comprehensive reports and recommendations, influencing policy and procedural improvements.
Vendor Contract Project Manager
State of Texas
Austin, TX
06.2019 - 11.2020
- Managed the end-to-end lifecycle of vendor contracts, ensuring compliance with state regulations.
- Negotiated favorable terms with vendors, achieving cost savings and improved service delivery.
- Implemented process improvements that enhanced project outcomes and reduced risks.
Investigations Process Manager
State of Texas
Austin, TX
05.2017 - 05.2019
- Directed the investigations process, developing standardized procedures to ensure consistency and compliance.
- Trained and supported investigation teams, fostering a culture of continuous improvement and excellence.
- Monitored process execution against established standards and benchmarks.
Foster Care Placement Investigations Coordinator
State of Texas
Austin, TX
04.2016 - 05.2017
- Coordinated foster placement investigations, ensuring compliance with child welfare standards.
- Collaborated with social workers and community partners to facilitate successful placements and improve outcomes.
Real Estate Funding & Acquisitions Director
American Dream Real Estate Acquisitions
Costa Mesa, CA
11.2014 - 05.2017
- Identified and secured real estate investment opportunities, leading to portfolio growth and profitability.
- Negotiated financing and managed relationships with stakeholders to support project goals.
- Directed compliance and risk management processes, ensuring regulatory adherence.
Real Estate Finance Manager
Secured Funding
Costa Mesa, CA
10.2011 - 05.2014
- Led financial operations for real estate projects, developing robust financial models and risk mitigation strategies.
- Collaborated with lenders and investors to secure project funding, optimizing financial performance.
- Managed underwriting, financial analysis, and compliance for mortgage-backed securities and derivatives.
Education
Bachelor of Arts in Sociology -
Westmont College
Santa Barbara, CA06.1995
Skills
- Sales Leadership & Account Management
- Program & Project Management
- Customer Experience Optimization
- Risk Management & Compliance
- Data Analysis & Reporting
- CRM Systems (Salesforce, HubSpot)
- Data Analysis Tools (Excel, SQL, Power BI)
- Project Management Tools (Asana, Trello, MS Project)
- SharePoint
- Relationship Building
- Investigation Management
- Interview techniques
Timeline
Customer Experience Manager
State of Texas
04.2024 - 09.2024
Investigations Analyst
State of Texas
05.2021 - 04.2024
Vendor Contract Project Manager
State of Texas
06.2019 - 11.2020
Investigations Process Manager
State of Texas
05.2017 - 05.2019
Foster Care Placement Investigations Coordinator
State of Texas
04.2016 - 05.2017
Real Estate Funding & Acquisitions Director
American Dream Real Estate Acquisitions
11.2014 - 05.2017
Real Estate Finance Manager
Secured Funding
10.2011 - 05.2014
Bachelor of Arts in Sociology -
Westmont College
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