Kelcy Sutherland Email & Phone Number

New Braunfels, Texas, United States

Austin, Texas, United States

• Promoted to leadership level role in risk, payments and commerce functions under Trust and Safety umbrella
• Manage and develop six direct reports across two products
• Guided and supported the transition of 120 analysts into new quality framework and guidelines; provided documentation for the client and project for future use
• Oversaw 35% increase in key performance indicator during transition into new quality framework
• Monitor and report results of quality audits, utilizing data visualization tools such as Tableau and AWS for both internal and client audiences
• Identify strategic opportunities for improvement using data-driven analysis and successfully implement intervention programs aimed at delivering positive results for key performance indicators

Austin, Texas, United States

• Promoted to senior level role in risk, payments and commerce functions under Trust and Safety umbrella
• Performed accuracy audits of product output and compiled results into weekly quality reports with team and individual performance insights for multiple lines of business
• Provided product-level feedback as well as individual coaching for a team of 120 Operations Analysts via team-wide meetings, focused group meetings, and one-on-one meeting, employing multiple engagement strategies
• Performed root cause analysis according to team and individual results to identify performance obstacles and opportunities for improvement
• Created internal tool that increased team accuracy; tool was presented to client who scaled up tool by implementing it into existing workflow responsible for training AI, creating a more impactful product
• Independently created and implemented initiatives and projects aimed at improving output quality

Austin, Texas Area

• Subcontract position at Accenture via third party staffing agency in risk, payments and commerce workflows under Trust and Safety umbrella
• Using principles of risk analysis, analyzed, identified and actioned an average of 700 cases per day of suspected fraud on client’s platform with 95% accuracy as measured by correct identification of violating and.
• Identified emerging trends in fraudulent behavior and shared findings with team resulting in the implementation of new policies that enabled more successful identification of violating behavior on the platform
• Designed content and guided training for new joiners to the project with several successfully mastering the workflow and receiving promotions

Ventura County, CA

• Inspected damages related to insurance claims, applied policy to determine coverage, created estimates for damages and issued applicable payments
• Managed customer experience by providing value even in cases where customer claims were not covered under their policy
• Coordinated vendors and subject-matter experts in specialty cases to provide most accurate evaluation and estimate possible
• Resolved and negotiated competing estimates and invoices accurately and equitably

• Served as point of contact for Fleet, billing, and other administrative functions
• Managed incoming assignments for approximately 30 Field Claims Representatives
• Identified trends in claim reporting and adjusted strategy in response
• Created mapping tool for the Los Angeles branch that was expanded to the Western US

Agoura Hills, CA

• Processed applications and confirmed reservations and training classes for agents; entered completed status into training database
• Integrated learning material with Cornerstone On Demand online learning system
• Performed routine database audits to identify and correct faults within learning system

Thousand Oaks, CA

• Assistant to department supervisor, intermediary between supervisors and staff
• Organize and delegate resources to specific areas
• Train new hires, coordinate schedules, address immediate issues

• Evaluated compliance with local, state, and federal security regulations
• Performed routine penetration testing of secure areas
• Created tool to map physical security risks to assist remediation
• Participated as an integral part of airport security apparatus