Coty Jones Email & Phone Number

Winston-Salem, North Carolina, United States

Charlotte, North Carolina, United States

• Manage business processes through robotic process automation (RPA) application, Blue Prism, to streamline and ensure client payment success while exceeding service level agreements.• Subject matter expert on RPA workflows and designs, core contact point for inquiries from others within company. • Collaborate with internal stakeholders across multiple lines of business on streamlining manual efforts to improve efficiency and reducing risks in error for business revenue processes. •… Show more • Manage business processes through robotic process automation (RPA) application, Blue Prism, to streamline and ensure client payment success while exceeding service level agreements.• Subject matter expert on RPA workflows and designs, core contact point for inquiries from others within company. • Collaborate with internal stakeholders across multiple lines of business on streamlining manual efforts to improve efficiency and reducing risks in error for business revenue processes. • Identify process pain points for the business and develop and deploy process improvements to remediate.• Strategize, design, and implement daily automated schedules which include 20+ processes through planning sessions and qualitative analysis, critical for maintaining business revenue streams through the success of automation operation functions. • Design and creation of onboarding documentation for new teammates, including process workflows and best practice informational guides; managed storage of process documentation within Azure.• Implement new automation processes through strategic planning, design, and delivery of enhancements to existing automation schedules, exceeding milestone and deadline expectations. • Agile methodology usage for assigned tasks and projects involving process improvement initiatives and critical process design fixes, consistently on target to meet and exceed date-of -completion expectations. • Qualitative research and management of all business inquiries involving upstream issues impacting automation processes, mitigating impact on internal stakeholders and revenue streams for company and its customers.• Root cause analysis on possible RPA production environment bugs/glitches. Show less

Charlotte, North Carolina, United States

• Managed RPA workloads during period of ramp up of automation as a core business revenue stream, automated payment touches increased by more than 25% year-over-year. • Tracked RPA success rates ensuring critical business functions and thresholds for business revenue streams with over 1 million dollars in automated process payment transactions per day.• Provided education and knowledge transfers to internal business partners on routine inquiry regarding automation workflows.•… Show more • Managed RPA workloads during period of ramp up of automation as a core business revenue stream, automated payment touches increased by more than 25% year-over-year. • Tracked RPA success rates ensuring critical business functions and thresholds for business revenue streams with over 1 million dollars in automated process payment transactions per day.• Provided education and knowledge transfers to internal business partners on routine inquiry regarding automation workflows.• Presented to senior leadership on daily status call, communicating updates on RPA processes and workflows.• Production incident management through testing and troubleshooting sessions with engineers and developers, communicating updates to internal business stakeholders and senior leaders.• Managed housed client data in both salesforce and RPA software system (blue prism) for tracking and testing based on changing day-to-day operational priorities.• Developed, integrated, and implemented new automation schedules with existing schedules as pivot points and changes in business priorities occurred.• Innovated RPA schedule improvements through a partnership with leaders and prioritizing business processes with risk analysis of changes based on revenue return. • Piloted project for the integration of newest version of automation software with all production processes, strategizing and implementing plan of action for successful integration, achieving goal success with minimal impact to the business operations. Show less

Charlotte, North Carolina Area

• Managed client payments for team of 10 payment representatives and their queues through the creation of excel reports along with salesforce exported reports and Power BI dashboards, ensuring all payments met the agreed upon service level agreement for clients.• Drove continuous achievement of payment KPI results involving time-to-completion through salesforce queue management with knowledge of business model structure.• Partnered with leaders through daily sessions, communicating… Show more • Managed client payments for team of 10 payment representatives and their queues through the creation of excel reports along with salesforce exported reports and Power BI dashboards, ensuring all payments met the agreed upon service level agreement for clients.• Drove continuous achievement of payment KPI results involving time-to-completion through salesforce queue management with knowledge of business model structure.• Partnered with leaders through daily sessions, communicating status of representative owned payments while also designing plans of action for exceeding KPI thresholds for owned payments.• Led initiative of owning task in reducing manual touches on utility payments by introducing, designing, and implementing how-to guides for specific suppliers' payment portals.• Identified challenges in completing utility payments for revenue, strategized for permanent solutions by researching supplier account and enhancing payment delivery methods, exceeding expectations by reducing number of non-revenue generating payments by 23% over 1 year period.• Researched and balanced payment variances and completed root cause analysis and recourse actions for client payment discrepancies.• Analyzed risks in client payments through historic data research and escalated appropriately based on findings. • Designed new standard operating procedure with initiative for streamlining payments flow into analyst queues based on payment category, and piloted new workflow upon leadership approval, surpassing expectation and leading to overhaul of payment distribution process workflows for analysts. Show less