Tylor Gray
Davie,FL
Summary
Results-driven Business Strategy & Operations Leader with 20+ years of experience driving strategic initiatives, operational excellence, and process improvement across client services and commercial operations. Proven ability to lead cross-functional teams, and analyze business performance. Adept at leveraging technology and generative AI to optimize service delivery and drive growth. Recognized for strategic thinking, pragmatic execution, and a digital-first approach to solving complex business challenges.
Overview
16
16
years of professional experience
Work History
Sr. Manager, Client Services
Visa
06.2018 - Current
- Led strategic planning and operational initiatives to drive client success and operational excellence across North America.
- Analyzed business performance, identified growth opportunities, and implemented process improvements using data-driven insights and generative AI.
- Developed presentations and reports to communicate recommendations to senior leadership.
- Collaborated with cross-functional teams to define and execute business strategies and key performance indicators.
- Managed a global calendar of strategic initiatives, ensuring alignment with business priorities and organizational goals.
- Championed change management and adoption of innovative platforms to enhance user experience and service delivery.
Residential Finance Manager
Elements Capital Group
09.2017 - 05.2018
- Managed a team of Finance Specialists in a fast-paced environment, delivering outstanding customer service and achieving business metric goals.
- Drove performance through coaching, training, motivation, and accountability.
- Partnered with solar companies and lenders to resolve escalations and optimize service delivery.
- Created and presented performance reports to leadership, driving data-informed decisions.
- Implemented and improved company policies and processes for operational efficiency.
Operations Consultant, Business Government Customer Operations (BGCO)
Verizon
06.2009 - 09.2017
- Reviewed and analyzed call center results and processes to identify opportunities for improvement.
- Implemented strategic initiatives to drive work group performance and culture.
- Presented recommended initiatives to stakeholders, gaining buy-in through negotiation and persuasion.
- Collaborated with various departments and leaders on cross-functional projects.
- Streamlined operational processes to enhance efficiency and reduce bottlenecks.
- Collaborated with stakeholders to align operational strategies with organizational goals and objectives.
Education
Some College (No Degree) - General Education, Residential Appraisal Certificate
Salt Lake Community College
Salt Lake City, UTSkills
- Strategic Planning & Execution
- Performance Measurement & KPI Management
- Business Operations & Process Improvement
- Data-Driven Insights & Generative AI
- Cross-Functional Collaboration
- Change Management
- Project Management & Organizational Skills
- Relationship Building & Stakeholder Engagement
- Digital Transformation
- Microsoft Applications (Excel, Word, PowerPoint, Outlook)
- Microsoft Dynamics
Timeline
Sr. Manager, Client Services
Visa
06.2018 - Current
Residential Finance Manager
Elements Capital Group
09.2017 - 05.2018
Operations Consultant, Business Government Customer Operations (BGCO)
Verizon
06.2009 - 09.2017
Some College (No Degree) - General Education, Residential Appraisal Certificate
Salt Lake Community College