Stefni A. Sharp
Team Leader - Operations
West Jordan,UT
Summary
Skilled Operations Team Leader bringing self-directed and confident management style developed over 20 years of experience. Works well under pressure in order to meet business needs. Excellent problem-solving, conflict management and project coordination skills. Strong leadership skills with a successful history on coaching and developing teams. Successful track record of implementing customer focused process improvements, meeting or exceeding expectations, with strong communication and follow up skills that contribute to the building of collaborative relationships and benefit company objectives.
Overview
21
21
years of professional experience
Work History
Accounts Payable / Receivable Manager
JI LLC
Sandy, UT
03.2018 - Current
- Reviewed vendor invoices for appropriate documentation and validity prior to payment.
- Managed over $2M in expenses annually with flawless accuracy
- Managed our customer and vendor information within our CRM system
- Engaged in data entry, order preparation, credit card statement reconciliation, administrative tasks and answered customer calls and emails daily
- Accelerated our collections by monitoring past due accounts, increasing internal & external communications and implement new procedures to reduce potential losses
- Demonstrated ability to quickly master new systems, processes, and workflows
- Prepared cash flow projections, cost analysis and monthly, quarterly and annual reports.
Process Improvement Coordinator
American Express
Salt Lake City, UT
08.2015 - 01.2017
- Worked with cross-functional teams to develop and implement process improvement implementations, generating cost savings of $600K
- Appraised 1200+ ideas annually to identify potential cost savings that could be generated and lead projects from analysis phase through implementation
- Managed projects within Excel and maintained records with critical attention to detail, reporting monthly details to leadership teams
- Developed cost benefit analysis, proposal presentations, SWOT analysis, and process maps to utilize in positioning project implementation
Team Leader, Executive Customer Relations
American Express
Salt Lake City, UT
06.2013 - 08.2015
- Led team of high performing analysts in resolution of worldwide prepaid product consumer complaints
- Proven ability to work well under pressure to meet SLA’s.
- Drove high quality through effective coaching and development
- Linked team goals to day to day metrics in order to meet organizational goals
- Coached team members to approach service opportunities with an end-to-end point of view, providing innovative solutions and taking appropriate risks while taking ownership and accountability for defect eliminations
- Reported on team performance on monthly and quarterly basis to department Manager and division VPs
- Analyzed complaint data to identify trends and root causes
- Completed analysis with stakeholders to determine if process improvements could be made to eliminate defects, resulting in over 8 process improvements.
Team Leader, B2B Client Serivicing
American Express
Salt Lake City, UT
05.2012 - 06.2013
- Managed operations team, working with client managers & corporate clients ordering Prepaid Reward & Gift Cards with value load of over $414MM annually
- Managed accounts payable and receivables for top clients, developing detailed invoicing and maintaining clear communications on all levels
- Resolved escalations from Client Managers and Clients, utilizing results for over 10 process improvements.
- Established open and professional relationships with team members to achieve quick resolutions for various issues
- Linked team goals to day to day metrics in order to meet organizational goals
Executive Referral Team
American Express
Salt Lake City, UT
07.2011 - 05.2012
- Analyzedapplications that were high value and not approved systematically
- Partnered with Senior Risk / Bank Managers to analyze, identify and evaluate delinquency markers and process improvements.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
Team Leader, Claims Review Unit
American Express
Salt Lake City, UT
11.2007 - 07.2011
- Managed and developed investigative phone team of >9 investigators who evaluated claims that were potentially fraudulent within United States, Canada, Latin America, and Russia
- Demonstrated ability to collect data, analyze details and report on claim management, which reduced refund related losses by $1MM in 2010.
- Provided support and coaching to team members to support their personal and professional goals.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
- Implemented new working processes to deliver multiple improvements.
Team Leader, Quality Analysts
American Express
Salt Lake City, UT
11.2003 - 11.2007
- Responsible for a team of six Quality Analysts who evaluated customer service agent’s performance locally and internationally.
- Established trend analysis reporting and developed reporting package provided to team leaders monthly, with individual results and proposed action plans for a department of 300+ individuals
- Developed Monitoring / Quality Assurance Program, Complaint Response process, Customer Response Card process and reporting structures.
Team Leader, Customer Service Team
American Express
Salt Lake City, UT
10.2000 - 11.2003
- Managed team of 18+ Customer Service agents handling in bound calls from customers
- Mentored and guided employees to foster proper completion of assigned duties
- Coordinated weekly meetings for teams, sharing information and conducting team building activities
- Responsible for hiring, training, coaching, and developing individuals, resulting in 4 promotions and numerous lateral moves
Education
Business
Salt Lake Community College
Salt Lake City, UT06.1991
Skills
- Microsoft Office: Word, Excel, PowerPoint, Outlook
- Strong leadership skills with drive to coach and develop teams
- Creative problem solver
- Analytical mindset and intellectual curiosity
- Effective at learning and utilize multiple systems simultaneously to successfully address customer needs
- 20 years of strong analytical / decision making skills
- Proficient in managing multiple needs / tasks
- Exceptional root cause analysis ability
Timeline
Accounts Payable / Receivable Manager
JI LLC
03.2018 - Current
Process Improvement Coordinator
American Express
08.2015 - 01.2017
Team Leader, Executive Customer Relations
American Express
06.2013 - 08.2015
Team Leader, B2B Client Serivicing
American Express
05.2012 - 06.2013
Executive Referral Team
American Express
07.2011 - 05.2012
Team Leader, Claims Review Unit
American Express
11.2007 - 07.2011
Team Leader, Quality Analysts
American Express
11.2003 - 11.2007
Team Leader, Customer Service Team
American Express
10.2000 - 11.2003
Business
Salt Lake Community College
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