Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

TRISHA Montgomery

Castle Rock,CO

Summary

An accomplished professional, who has continuously exceeded goals and management expectations within several business organizations. Whether driving major new process developments, growing existing and new business opportunities, and continuously improving field relationships, teammates and partners have dramatically benefited by my hands-on management approach, team focus, work ethic, creativity and leadership.

Overview

9
9
years of professional experience

Work History

Sr. Operations Manager

Sunrun
09.2022 - Current
  • Implemented Lean Six Sigma principles to streamline processes, resulting in a 30% reduction in operational costs
  • Mentored and trained a high-performing operations team, fostering a culture of accountability and continuous improvement
  • Created a Deal Desk team that decreased cycle time by 1300 minutes and brought MoM revenue of 30M+ from at-risk customers
  • Consistently drove efficiency by ensuring processes were in place and eliminating roadblocks to optimize high performance and quality
  • Collaborate with executives to develop and execute strategic business plans
  • Recruited and hired top talent by selecting qualified individuals to maximize profitability
  • Established key performance indicators (KPIs) and dashboards to monitor operational performance, enabling data-driven decision-making.
  • Collaborate within the sales team to brainstorm business development strategies and identify customer product needs and preferences
  • Developed systems and procedures to improve operational quality and team efficiency
  • Oversee workforce management planning, volume predictions and capacity planning
  • Provide leadership for continual management and employee training initiatives
  • Manage employee-related issues encompassing labor, turnover, and diversity
  • Boost team member productivity by enhancing performance monitoring and instituting motivational approaches
  • Prepare documents for internal and external audits
  • Optimize costs to contribute to productivity, cost development and proficiency of central fulfillment operations
  • Promoted use of multichannel communication strategies, text messages and OMNI messaging
  • Procure contracting arrangements with offshore vendors and service providers
  • Support overall culture of service excellence by standardizing company goals and personnel performance expectations
  • Track and manage key performance indicators of multi-national personnel teams to determine holistic performance figures

Project Operations Manager

Sunrun Inc
05.2021 - 09.2022
  • Responsible for a several teams within Project Operations: Contract Review, Deal Desk, and Verification Call with a headcount of 170+
  • Own and maintain offshore relationships with our Philippines and Bogota vendors
  • Partner with Legal and Funding to ensure all projects are within compliance and sold into specific funds
  • Lead on new market rollouts with utilities and companies wanting to partner with Sunrun
  • Manage testing and software development efforts with internal IT teams
  • Continuously create and implement initiatives which decreased cycle time of a project
  • Responsible for KPIs and SLAs to meet company targets while maintaining volume commitments directly impacting downstream teams.
  • Supervised operations staff and kept employees compliant with company policies and procedures

Project Operations Supervisor

Sunrun Inc
06.2016 - 05.2021
  • Leading integration efforts with Vivint/Sunrun stakeholders for a seamless go-live in Blue systems
  • Built Pipeline Management team within 48 hours for immediate integration support
  • Assisted in the buildout of Sunrun’s new Credit platform
  • Created an Inside Sales checklist tool to be rolled out nationwide
  • Partnered with Director of Billing to implement new process and collection of $4 M lost sales
  • Implemented FISH Pend pilot program that directly impacted a sales partner clean submission rate, resulting in a 28% increase of clean projects
  • Built an API BOT to reduce headcount and increase cycle time and accuracy
  • Partnered with HR team on reorganization of job levels and pay scales and created Core Competency guides department wide
  • Own Operations SOX compliance controls, guidelines and risk management
  • Developed new SOX compliance audit to increase accuracy and real time error reporting that resulted in eliminating 3 headcounts in Denver
  • Create reports and dashboards in SFDC to determine forecasts, trends and productivity
  • Identify operational gaps and collaborate with various stakeholders on redesigning processes to optimize efficiencies, mitigate risk and decrease financial exposures leading to cost savings and reduced cycle times
  • Redesigned SLAs to assure tasks were completed timely and stakeholder expectations were met
  • Developed/Implemented training and on-boarding for new hires
  • Researched root cause of SLA drops and evaluate process improvements to deliver consistent metrics
  • Partner with Operations Analyst on new markets to ensure all policies/procedures are up to date and meet SOX compliance
  • Cross-functional relationships/training to provide my employees growth opportunities within Sunrun.

Admissions Operations Supervisor

West, DaVita Inc
05.2014 - 06.2016
  • Oversaw Admissions for WC Divisions: Polaris, Kaiser and Resume Team
  • Maintained high answer rates and fast turnaround times in a high volume call center
  • Monitored AUX codes and downtime to ensure West Coast team hit 90%+ answer rate
  • Owned outreach to hospitals in surrounding areas to create leads for future patients (cold calls)
  • Traveled to DaVita clinics to ensure HIPPA compliance was being met, facilities were running at high capacity and SOX checks would pass if the clinic was randomly selected for an audit
  • Ran monthly SWAT calls with Regional Operation Directors on facilities statistic s and pain points found during data analysis reports
  • Presented data analytics to upper management with proposed solutions for improving metrics and processes
  • Evaluated process improvements to grow my division and teammates
  • Created divisional dashboards on EOM numbers, and presented to Regional Directors and Divisional VPs
  • Coached, developed and motivated teammates on process improvements
  • Assisted with the revamp of QA roadmap to better align our department with compliance standards.

Education

Master of Science - Organizational Leadership

University of Denver
Denver, CO
12.2033

Bachelor of Arts - Journalism

Metropolitan State University of Denver
Denver, CO
2011

Skills

  • Team Management/Motivation
  • Metrics and KPIs
  • Relationship Building
  • Process Innovation
  • Team Development
  • Business Process Mapping
  • Energy Industry
  • Strong Interpersonal Communication
  • Partner Relationships
  • Call Center Management
  • SOX Compliance
  • Business Planning and Strategy

Accomplishments

  • Rolled out a new team that resulted in 100M savings per year
  • Consistently broke communication barriers between Project Operations and other Sunrun departments
  • Decreased SOX errors by 75% within two business quarters
  • Increased Contract Review process efficiency by 62%
  • Successfully transitioned Contract Review and Deal Desk Integration
  • Consistent high Pulse Survey Scores YoY
  • Successfully managed 30+ admission intake coordinators in a high volume call center
  • Implemented NICE scorecard for DaVita Admissions Denver, Malvern and Texas locations
  • Increased Commercial insurance metrics YOY with new patient growth of 16%
  • Commercial insurance placements resulted in an estimated $260 million in revenue for 2014
  • Developed and implemented new server application for DaVita Guest Services Siebel system
  • Audited and developed new process ideas to grow admissions in low volume areas by 10%
  • Supervised a high risk team and eliminated negative turn over by 100%
  • Awarded the Core Value Accountability Award in 2013.

Timeline

Sr. Operations Manager

Sunrun
09.2022 - Current

Project Operations Manager

Sunrun Inc
05.2021 - 09.2022

Project Operations Supervisor

Sunrun Inc
06.2016 - 05.2021

Admissions Operations Supervisor

West, DaVita Inc
05.2014 - 06.2016

Master of Science - Organizational Leadership

University of Denver

Bachelor of Arts - Journalism

Metropolitan State University of Denver

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TRISHA Montgomery