Robyn Mcdonald Email & Phone Number

Greater Houston

Here, I oversee several teams, including quality analysts, reporting, technical writing, and title maintenance for a third-party service provider providing auto title services to captive lenders. Responsible for writing specs and conducting in-depth research for new products and onboarding new clients.➥Manage a staff of 6 direct reports, including 2 supervisors on a team of 34; ensuring team meets 99% service levels for processing time and 98% quality levels daily.➥Generate $500k revenue annually across teams under management.➥Lead a high-quality and successful team. 2 analysts have received the Team Player Award, and 1 supervisor has been awarded Top Associate.➥Coach and mentor associates while motivating team members and fostering a cohesive team working environment.➥Serve as a liaison between Operations and Development teams, ensuring regular and effective communication and collaboration across department.➥Assisted with Quality Assurance and the management, testing, and performance review of new software in line with organizational objectives.

Greater Atlanta Area

At this position I was responsible for product development, FTE models, and reporting for a global provider of risk management products and services providing a diverse set of niche-market insurance products. Coordinated with IT department on software integration and testing, troubleshooting, and the conversion from Access to custom system.➥Managed a team of 8 direct reports and implemented a cross-training initiative across all staff.➥Consistently monitored, met, and exceeded SLAs while maintaining a team accuracy rate of 99% for RFP data.➥Regularly exceeded FTE model accuracy rating by an average of 10%.➥Achieved 100% client retention rate with a team culture centered on customer service.➥Developed and presented detailed specification and Visio flows for a client; proposing 3 new services and increasing revenue by $75k annually.➥Oversaw and prioritized multiple projects, leading team to successfully execute required tasks; set team benchmarks and project timelines and tracked progression.➥Conducted highly detailed research to identify organizational gaps and make adjustments to meet future needs.➥Accurately predicted staffing fluctuations to facilitate FTE-related savings and increased efficiency.➥Ensured compliance with all legislation and regulatory requirements across all 50 states.The results I achieved in my Analyst roles found me ever-increasingly appointed to special projects. While in this role, I mentored new associates and developed training materials and programs. I had the opportunity to participate in two Lean Six Sigma Green Belt projects and have obtained and maintained certification since 2010.

Atlanta, Georgia, United States

Here, I conducted quality control audits on associates to ensure all SLAs are met, while assisting management in determining KPIs for various positions in the department.➥Served as software administrator and subject matter expert for 3 applications.➥Reduced templates from 800 down to 100 in a major OCR conversion. Reduced costs and developed a strategic plan to functionally align staff to increase productivity.➥Documented and analyzed client processes, creating statements of work for new processes.➥Managed team process workflows and created reports for Operations department.➥Mentored, trained, and monitored new associates while developing materials and manuals to facilitate training.➥Analyzed data and processes for efficiencies and assisted with departmental streamlining.