Katie G. Email & Phone Number

Cincinnati, Ohio, United States

In this role I will have a strong focus on process improvement and change management. Skilled in supporting the CX Project Management Organization through business analyst work, developing business requirements, and authoring supporting materials to drive operational excellence and enhance the overall customer experience.

Cincinnati, Ohio, United States

- Support an organization of ~1,400 people to drive the Paycor and Customer Experience (CX) strategy, mission and culture by executing on several communication and engagement programs.- Created an interactive PDF resource to map out the structure of the Customer Experience organization and provide details on the 70+ teams such as a team’s function, customer segment, resources to learn more and how to engage.- Reduced number of distributions lists across CX by 1/3, streamlined the naming conventions of the larger distribution lists, created a one-page visual of these lists and a process & cadence in which to review and update.- Configured Consolidated Intake Form within Smartsheet which unified 12 CX groups into one intake form, including 141 unique questions and dozens of branching questions. This intake form was meant to create a “one stop shop” for our partners versus having to remember a different process for all of these different teams.

Cincinnati, Ohio, United States

- Transition strategy from concepts into execution, ensuring clarity and results across the Implementation organization. - Ensure projects deliver business outcomes within budget and time parameters. - Partner with the Implementation leadership team to define projects including scope, goals and objectives, teams, deliverables, milestones and activities, resource plan, budget, timing and risks. - Manage the complexity, cost, and benefit of top Implementation strategic initiatives- Build operational requirements from concept to launch for new Implementation initiatives while working in collaboration with broader team. - Develop and lead the project schedule along with project milestones, risks, and dependencies on critical strategic initiatives.- Provide consultation to Implementation leadership on strategic initiatives; create communication material to assist leadership with tradeoffs and decision making. - Lead group discussions to develop innovative solutions and recommendations. - Enlist ongoing and active support from leadership and continuously communicate progress. - Manage and drive overall initiative level reporting, communication, issue management, and cross work stream risk identification and resolution. - Anticipate and execute plans to address implementation obstacles and potential areas of risk. - Provide meaningful guidance and views on solutions and possible alternatives as needed. - Drive for consistency of process, high quality of delivery, and rapid execution across the team.

Cincinnati Area, Ky

- Own and maintain Manager, Project Manager, and role based operational dashboards and reports within SFDC.- Partner with cross-functional, internal stakeholders in developing tools and process for all associates to be able to propose new business solutions or processes.- Participate in departmental Governance Committee to review proposed new or alternate processes to best suit the business needs and associate experience.- Actively participate in problem identification and resolution with the team and coordinate resolutions between appropriate parties to ensure customer satisfaction.- Maintain documentation and recommend new approaches, policies, and procedures to influence continuous improvements in department's efficiency and services.- Collaborates with external and internal stakeholders to ensure optimal efficiency of service levels and quality.- Maintain process of monitoring for errors and notifies leaders of any trends.- Assist with execution of controls for daily, weekly, monthly, quarterly and year end metrics.

Cincinnati, Ohio, United States

- Coach less experienced associates in resolving complex customer service issues and take a primary role in the on-boarding and integration of new associates including review of training, procedures and other benchmarks.- Act as an escalation point for customers and associates.- Support the leadership team in determining the readiness of newly hired associates, any additional learning support needs, and ongoing learning certifications.- Maintain documentation and recommend new approaches, policies, and procedures to influence continuous improvements in department's efficiency and services.- Maintain a working environment that is energized, motivated and contributes to the positive welfare of associates.

Cincinnati Area, Ky

- Coordinate the transition of new clients from their existing human capital management software to a specific module (Payroll, Time, HR) within Paycor’s application suite; utilize effective client service and change management practices to ensure a smooth conversion. - Serve as the subject matter expert and advocate for the assigned module; ensure set up is consistent with the clients’ needs and expectations. - Proactively consult clients on best practices and necessary system and process changes to achieve implementation milestones and goals. - Work in coordination with non-client facing Implementation team members to ensure accurate data base configuration. - Test client data and Paycor system configuration to ensure proper functionality and quality; resolve data discrepancies as a result of testing and/or first ‘go-live’ run through the software. - Investigate, analyze and recommend solutions for clients’ issues; collaborate with Implementation leadership and Technical Support staff to eliminate recurring issues. - Conduct telephone/web-based and/or face-face training sessions on the assigned module with new users. - Transition clients to ongoing Client Services Support resources upon successful implementation.

Cincinnati, Ohio Area

- Ensure company operates within Federal and State laws and regulations in an effort to protect company branding within the third party collections industry, share holders, as well as consumers.- Involved in the entire life span of a Client contract from the bid proposal phase, to the contract drafting stage, to insurance and bond procurement, to becoming fully executed.- Cross-trained on over 100 routine tasks within the department including data entry, report generation, customer service, invoice reconciliation, and production tracking.- Create tools and user guides to be used by clients belonging to several different subsidiaries within the company.- Completes a preliminary review of client contracts and addendums to ensure compliance with State and Federal laws as well as client parameters.- Compiles department data to be presented to Senior Management which displays the volume of work processed within the department.- Reviews files of consumer data on a monthly basis to ensure accuracy to be reported to the three major credit reporting agencies.- Completes compliance relating testing on eighteen different department items to ensure team members are meeting department standards and system automated processes are operating as expected.- Prepare contractual documents for internal, executive signature as well as external client signature, oversees the shipping of contractual documents, and performs quality assurance reviews of the life of a contract within the company.- Reviews Request for Bid documents from prospective clients and ensures all contractual requirements are met.

• Pioneered the development of reference and training materials for a new and exponentially growing loan servicing line of business which is used on a company wide level.• Developed, presented and trained on new processes both internally and to company clients.• Coordinated executive level conference calls with clients as well as draft meeting agendas and minutes.• Documented and tracked all outstanding client issues as well as internal projects to accelerate resolution.• Generated and tracked daily, weekly, and monthly production reports for company clients.• Strategized with management on most efficient ways to service company clients.

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