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. • Built Workforce Management processes and trained leaders to ensure service level agreements are met.• Assist with interviews and onboarding of new support members.

•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• Currently the liaison between corporate office, training and leadership team

• 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• Resolved all executive level escalations with an emphasis on customer satisfaction• Redesigned returns department processes and expectations• Improved returns department productivity by 150% in sixty days• Built SOPs and process maps for all processes used within the project