Colleen Combs Email & Phone Number

San Jose, California, United States

Drove Business Process Management (BPM) product team in strategy, roadmap, and management of all products and platforms. Led team of business analysts tasked with documentation, analysis, and continuous improvement, leveraging Lean Six Sigma Green Belt training to ensure sustainability.Saved company $1,540,000 via identification of 40 business step reductions and 33 automation step reductions● Mapped end-to-end customer journeys for mortgage, HELOC, auto, solar, membership, and central operations● Worked with Business Owner on actionable catalog of enterprise-wide business and system processes and SOPs● Partnered with Technical Product Manager to identify automation opportunities and solutions using Appian RPA Reduced manual interventions 76% and errors 23% by streamlining processes for changing loan and deposit rates● Collaborated across lines of business to determine rate types, relevant departments, and processes● Worked with information technology team to automate processes across internal functions and website● Enhanced user experience of website in conjunction with third-party marketing teamIntegrated American Productivity and Quality Center process classification framework for competitive benchmarking● Addressed company desire to be the #1 credit union for tech-savvy Silicon Valley employees● Negotiated contract with APQC for membership and professional services and formed project steering committee● Trained stakeholders on methodology, reviewed existing repositories, and classified based on framework

Phoenix, Arizona Area

Provided day-to-day leadership to 3 Call Center Directors with 1,500 employees. Acted as Chief of Staff to VP, Customer Experience, and managed Relationship Desk and Quality Assurance teams. Developed department strategy, mission, vision, and motto aligned with corporate, area, and business unit goals and established best-in-class standardized policies, procedures, and practices across all centers. Cut new hire attrition 48% by creating robust agent onboarding program in partnership with Recruiting and L&D● Assessed recruiting, training, transition to Supervisor, and other support processes to find areas for improvement● Conducted focus groups with agents, team leads, supervisors, recruiters, and trainers● Implemented candidate tech testing, new hire wage increase, job previews, and personalized Director welcome Boosted average post-call customer satisfaction rating from 81.3% in 2019 to 97.2% in 2021 for enterprise● Analyzed customer feedback, implemented SOPs, and tied agent survey volume to shift bid● Separated sales from service, recruited for sales traits, updated call routing, and implemented compensation plan● Rebranded Escalation to Relationship Desk, increased pay, enhanced training, and appointed Supervisors● Transitioned all 1,500 employees to remote work environment in 3 days during pandemic without drop in qualityDrove 100% adoption of new Performance Management Program across 3 sites● Researched and selected performance management consultant and built program based on assessment● Established SOPs, conducted 5-week leader training and certification, and designed audit program for integrity● Built Talent Mission Program to set performance expectations and foster leadership team career advancement

Aurora, Co

Oversaw contact center project management, process improvement and innovation, information technology, quality assurance, knowledge management, business analysis, and team training.Ensured seamless customer experience during consolidation/centralization of 22 legacy Customer Service (CS) centers● Worked with new CS Director to orchestrate centralization, building relationships with regions, DCs, and retailers● Standardized operations for 26 new Distribution Centers (DCs), developed plans, and built transition teams● Updated knowledge base, trained employees, introduced processes to retailers, and scaled operations Maintained 80%+ customer satisfaction rating while decreasing department budget 45% with process and tech initiatives● Addressed region and DC frustration with allocated costs, minimal technology, lack of SOPs, and paper manuals● Created call tracking, issue resolution, and credit processing systems for contact center and DC staff● Streamlined and standardized policies and procedures and produced real-time and trend reports for leadersAchieved $76M annual incremental sales, 99% contact rate, 75% sales conversion rate with new outbound sales program● Defined program elements including target retailers, marketing, structure, systems, compensation, and training● Developed internal systems for region category management team and salespeople to cater to customer needs● Recruited from service center, trained new team in sales and systems, and launched and refined program

Bachelor Of Science - Bs, Business Administration And Management, General

Master'S Certificate, Project Management