Lashandra Mudd Email & Phone Number

Magna, UT, US

• Oversee the Training Department, Analytics Team, Quality Assurance Projects, Process Improvement Projects, Knowledge Base and Content creation and Workforce Management.
• Lead a team of trainers and analysts.
• Complete KPI monitoring and reporting.
• Responsible for Knowledgebase building and management and all process documentation.
• Collaborate with agents and leadership to identify and improve policies and processes.
• Provide agent feedback to ensure training and quality goals are met.

• Designed, launched and manage internal ideas committee to track customer and agent pain points and surface to all departments within the company.
• Collaborate interdepartmentally to Identify gaps in SOPs and prioritized them for development.
• Write new standard operating procedures and review and suggest updates to existing ones.
• Assist with training scheduling and time management.
• Oversee project management for DDA banking leadership and content development.

Draper, UT

• Manage the department responsible for identifying and implementing significant Continuous Improvement opportunities
• Plan, lead and facilitate Continuous Improvement projects using Kaizen and the Six Sigma processes
• Responsible for ensuring all projects and process improvement changes are in line with company objectives, increasing productivity or reducing costs
• Complete event planning, perform pre-work, facilitate teams and support event closure and follow up
• Manage the preparation, development and publishing of Continuous Improvement materials to include detailed process documentation, process maps, and training materials
• Display a high level of critical thinking and project management by bringing successful resolution to high –impact, complex and /or cross-functional problems

• Managed multiple departments across 4 locations.
• Oversaw first level supervisors and quality assurance agents
• Coached and mentored team managers on correct de-escalation processes
• Provided weekly feedback to team leaders on at risk agents with a suggested plan of action
• Monitored and documented CSAT information transcribed by Philippines team
• Assisted HR team with interviewing and exiting of employees