Stephanie Snyder
Alto,MI
Summary
I AM EXPERIENCED IN EXCEPTIONAL CHANGE MANAGEMENT AND ADEPT AT OVERSEEING THE EXECUTION OF COMPLEX PROJECTS. I AM PROFICIENT IN LEADING HIGH-VISIBILITY MEETINGS AND SKILLED IN BUILDING STRONG RELATIONSHIPS. I POSSESS A DEEP UNDERSTANDING OUR COMPANY GOALS AND AM KNOWN FOR PRODUCING RESULTS.
Overview
15
15
years of professional experience
Work History
OPERATIONS EXCECUTION ANALYST II
SERVICE OPERATIONS STRATEGIC EXECUTION AND CHANGE MANAGEMENT TEAM
02.2021 - Current
- Streamlined the Specialty Resource Page before server decommission, condensing 87 applications in two months with no user service interruption
- Redesigned the Specialty Schedules intake process to automate routing through SRM (Request Management), simplified process flows and enabled agent self-service, including access to knowledge management articles reducing contacts by 1800 per month
- Lead analyst for redirecting billing work to chat option for agents
- Achieved notable improvements in average speed to answer, transfer rates 9% under goal, while maintaining a positive SLA
- Lead analyst for California Fair Plan, played a pivotal role in automating this process resulting in the elimination of 400 monthly chats with an AHT of 13 minutes
- Designed and distributed all change management materials, as well as updated resources ensuring comprehensive communication and implementation of changes
- Experienced in premier account support: USAA, AARP, Geico - call collaboration, executive escalation, process updates, and quarterly business review.
SERVICE OPERATIONS SUPERVISOR
SPECIALITY DIRECT SERIVCE
11.2016 - 02.2021
- Lead assigned team members and coached employees with focus on customer experience, growth, and innovation
- Implemented training process changes to improve new hire experience, speed to efficiency, and reduced operation expenses by $176,700k per hire class
- Established virtual mentoring program to improve new hire onboarding and relationship building
- Improved lead nurturing and cross selling through service and Just Ask Initiative
- Owned approving knowledge article updates for Specialty Direct Service to ensure constantly accurate and clear information is available, and closed loop feedback is provided to individuals with learning opportunities.
SERVICE CONSULTANT
FARMERS DIRECT SERVICE
03.2010 - 11.2016
- Resolved complex and escalated accounts through multiple channels including direct Customer, Agent, Legal, Compliance and Executive team
- Created and a streamlined, multi-site communication process improving leadership consistency and removing silos
- Created key resources for the launch of Farmers All Lines Billing improving overall department accuracy.
Education
Bachelor of Science - Business Management
Cornerstone University
Grand Rapids, MI12-2016
Skills
- Change Management
- Project Management
- Business Operations Analysis
- People Management
- Executive Presentations
- Collaboration
- Risk Analysis
- Evidence-Based Decision Making
- Statistic analysis expertise
- Multiple Priorities Management
- Data Research and Validation
- Process Improvements
Community Service
- Evan Lee Dame 3 on 3 Basketball Tournament, Led and coordinated a team of over 30 volunteers annually to plan, fundraise, and promote our reoccurring basketball tournament with an average of 25 teams per year. The funds generated are utilized to provide a scholarship for a graduating senior each year. Over 10 scholarships awarded with the largest being 4k to the recipient.
- Triple Challenge Futurity, Successfully organized an auction event raising $78,352.00 for the Cowboy Crisis fund.
Timeline
OPERATIONS EXCECUTION ANALYST II
SERVICE OPERATIONS STRATEGIC EXECUTION AND CHANGE MANAGEMENT TEAM
02.2021 - Current
SERVICE OPERATIONS SUPERVISOR
SPECIALITY DIRECT SERIVCE
11.2016 - 02.2021
SERVICE CONSULTANT
FARMERS DIRECT SERVICE
03.2010 - 11.2016
Bachelor of Science - Business Management
Cornerstone University
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