Caitlynd Sweazy Email & Phone Number

Tampa, Fl, Us

Specialize in ensuring timely product launches by resolving critical data issues and discrepancies. Work proactively to mitigate legal and financial risks, ensuring data integrity across all phases. Strategically align goals, driving productivity improvements and reduce process adoption rates, contributing to overall business success. Lead operational strategies to guarantee successful product launches while fostering strong stakeholder alignment and collaboration across teams to achieve seamless execution and maximize impact.

Supported cross-department initiatives by executing and delivering on Partner intent for departmental goals. Engaged in broader department priorities to drive strategic intent and ensure alignment with organizational objectives. Supported established process design to identify and deliver process improvements to increase efficiency and effectiveness. Owned and coordinated individual processes to broader outcomes for Partners, the business, and customer's. Supported contact center operations by assisting in the implementation of Partner and department intent, including impact assessments, policy and procedure updates, and agent communication. Operationalized intent from various sources to ensure customer, agent, line of business, and Partner satisfaction while mitigating risk. Designed and standardized team documentation of processes and intent. Excelled in cross department communication, with a focus on stakeholder engagement.

Tampa, Florida, United States

Coached and developed associates in a call center environment to improve productivity, efficiency, and effectiveness. Communicated with managers and associates to drive customer experience based on observations. Acted as a liaison between managers and associates to help drive associate engagement and increase department morale. Created and owned risk remediation process, led team meetings and brainstorming sessions to generate innovative solutions, delivered weekly updates to stakeholders, supported implementation of new process to mitigate future risks. Assisted senior leadership with implementing and integrating practices and procedures in the site launch of newly established department. Organized department, aligned teams, and arranged department seating in floor moves. Defined, built, and implemented department's SME Program. Created calibration material and organized monthly meetings. Helped identify agent opportunities and provided regular coaching, leading to an overall increase in Team performance and adherence to floor designated metrics.

Tampa/St. Petersburg, Florida Area

Drove connection between intent and operations. Translated operational needs into actionable insights and solutions that intent could deliver on. Crafted user stories, gathered requirements, and implemented emerging industry practices to solve complex business problems. Created content and learning material to streamline introduction of new processes. Created and led presentation for leadership to provide weekly updates of process testing for multiple projects. Maintained Exceptional Rating on performance evaluation. Identified gap in customer experience, designed and implemented process that reduced callback rates, improved customer satisfaction rating, and decreased future fraud. Designed and piloted process to reduce the overall number of assumable loss during Fraud Recovery process.

Tampa/St. Petersburg, Florida Area

Assisted in one-call resolution for high value customers with concerns of fraudulent transactions and potential identity theft, using KYC and AML tools. Serviced card accounts for all other concerns and tasks. Balanced aforementioned core role with peer development and training.

Served as a liaison between Park Management and staff. Received, prioritized, and monitored calls and dispatch to maintain and ensure guest safety. Created and implemented communication strategies and provided department training. Oversaw day-to-day operations of the department, including staffed personnel.

Education record

Bachelor Of Arts - Ba, History