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• Liaison between operational, training, policy, change management, and client stakeholders, providing actionable insights and guidance• Recognized for fostering a culture of excellence, maintaining high standards, creating effective solutions, contextualizing details and challenges, and outstanding leadership

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• Collaborated directly with client stakeholders to create, clarify, and improved policy documentation based on operational feedback and insights

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 non-violating behavior• 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