Brittany Saylor Email & Phone Number

United States

Cincinnati, Ohio, United States

Owner of product prioritization and backlog list interacting with the Line of Business, Operations, Sales, Clients and the development teams to assure features were consistently delivered based on overall business and customer value.Created, maintained, and prioritized the roadmap, solution vision, and backlog of features/user stories throughout projects lifecycle to reflect stakeholder requirements.Reduced operational incident tickets by 87% within 6 months.Cleared 67%… Show more Owner of product prioritization and backlog list interacting with the Line of Business, Operations, Sales, Clients and the development teams to assure features were consistently delivered based on overall business and customer value.Created, maintained, and prioritized the roadmap, solution vision, and backlog of features/user stories throughout projects lifecycle to reflect stakeholder requirements.Reduced operational incident tickets by 87% within 6 months.Cleared 67% of IT request backlog within 9 months. Show less

Cincinnati, Ohio

Successfully managed and maintained key performance indicators for five lines of the chargeback business globally with client and vendor relationship management responsibility. Responsible for oversight of 200 employees, 5 leaders, and 2 business analyst. Developed, implemented, and monitored programs and procedures to maximize customer satisfaction and drive key performance indicators reducing client complaints which increased customer satisfaction ratings by… Show more Successfully managed and maintained key performance indicators for five lines of the chargeback business globally with client and vendor relationship management responsibility. Responsible for oversight of 200 employees, 5 leaders, and 2 business analyst. Developed, implemented, and monitored programs and procedures to maximize customer satisfaction and drive key performance indicators reducing client complaints which increased customer satisfaction ratings by 15%.Managed vendor relationships and built new portfolios for contracted vendors VXI, TCS, and Sitel to streamline and enhance client satisfaction.Maintained the relationship of multiple large financial institutions to reduce client frustrations and increase overall product and operational satisfaction which increased customer satisfaction ratings by 15%.Acted as the sole project manager for the chargebacks department during the Worldpay and FIS merger. This consisted of integrating and migrating over 900 clients to new systems and products.Maintained monthly budgets and capacity plans to 70% to ensure we met key performance indicators.Created standardized monthly reporting returning 5% of time back to senior leadership enabling additional focus on more proactive feedback with their direct reports.Executed transformational change that increased productivity, reduced costs, and took advantage of new technology and workflows, maintaining industry-leading revenue cycle performance metrics and highest-ever employee engagement scores while delivering 10% overhead cuts.Achieved over $500k cost savings and cost avoidance annually. Show less

Sycamore, Ohio

Successfully directed day-to-day US operations for global site location contact centers with over 100 customer service direct reports. Initiated, implemented, and monitored programs and procedures to maximize customer satisfaction and drive key performance indicators.Fostered the continued relationship with third party vendors, VXI and Sitel to ensure high client satisfaction. Built and maintained a complaints tracker to minimize a clients customer complaints by 9% in… Show more Successfully directed day-to-day US operations for global site location contact centers with over 100 customer service direct reports. Initiated, implemented, and monitored programs and procedures to maximize customer satisfaction and drive key performance indicators.Fostered the continued relationship with third party vendors, VXI and Sitel to ensure high client satisfaction. Built and maintained a complaints tracker to minimize a clients customer complaints by 9% in less than a year. Show less

Cincinnati, Ohio, United States

Utilized established fraud detection and prevention technologies and evaluated transactional fraud risk. Assumed high level of responsibility by blocking or releasing customers’ funds. Performed account review to identify attempts to commit fraud against the bank and take appropriate steps to mitigate fraud losses. Conducted new hire training.