Shantel Stephens work email
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Shantel Stephens personal email
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With a proven background leading and creating Quality Risk, Operational and Vendor Management programs for high volume banking institutions and call centers, I embody a great passion for implementing and executing complex initiatives with a focus on process improvement, cost savings, and customer satisfaction. As an AVP, Vendor and Project Management for Fifth Third Bank, I currently provide oversight for a team of 140 employees based nationally and internationally in the US, India and the Philippines. I work closely with Call Center Managers to identify fraud and quality assurance opportunities by using data analysis and trending via quality monitors. Recognized for my expertise in developing and implementing strategic vendor risk solutions, I take great pride in providing adequate training to support vendor onboarding and performance that drive market share growth. I serve as a Liaison to vendors and LOBs to detect new business opportunities within products and services. If you would like to discuss my experiences in more detail or request my resume, please feel free to connect with me on LinkedIn, or email me directly: ✉ sctuck2006@yahoo.com
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Senior DirectorPaycor May 2023 - PresentCincinnati, Oh, Us
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Director, ImplementationPaycor Aug 2021 - May 2023Cincinnati, Oh, Us
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Senior Manager, ImplementationPaycor Oct 2018 - Jul 2021Cincinnati, Oh, Us
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Manager, Vendor ManagementFifth Third Bank Apr 2018 - Oct 2018Cincinnati, Ohio, Us -
Avp; Project/Vendor ManagementFifth Third Bank May 2016 - Oct 2018Cincinnati, Ohio, UsAs an AVP of Vendor Management, I provide holistic strategy solutions and day to day operational activities for outsourcing activities predominately in the Philippines and India, totaling 400 offshore employees. I manage assigned vendor relationships for third party services utilized within a particular line of business or division. My scope includes addressing the full life-cycle of a vendor relationship including vendor onboarding, measurement, and recertification. My track record includes establishing a Statement of Work for India operations, which has mitigated risk and resulted in complete internal and external audit compliance, saving over $1M. Recognized for my expertise in developing and implementing strategic vendor risk solutions, I take great pride in providing adequate training to support vendor onboarding and performance that drive market share growth.
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Avp, Senior Business AnalystFifth Third Bank Nov 2015 - May 2016Cincinnati, Ohio, UsAs an AVP, Senior Business Analyst, I partnered closely with Vendor Relationship Owner, Vendor Risk Management, and other Risk disciplines, and assisted in developing and maintaining LOB or division-specific vendor policies. I served as a Liaison between vendors and LOB to identify products and services to support operational efficiency. I supported the development of monitoring plans for critical vendors and reviewed monitoring plans for all other vendors. Additionally, I prepared status reports and presentation to keep all levels of management and internal partners informed of key milestones, alternatives, and potential risks.
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Avp; Senior Supplier Quality Assurance AnalystFifth Third Bank Jul 2014 - Nov 2015Cincinnati, Ohio, UsAs an AVP, Senior Supplier Quality Assurance Analyst, I executed the assessment of quality controls for defined critical suppliers company-wide throughout the lifecycle of the relationships. This included identifying performance measures within the contract. As a result, I implemented appropriate monitoring and testing plan for new and existing contracts with supplier, and tracked regulatory controls and compliance related to the outsourced process, identification, and remediation of quality control issues. My team utilized standard reporting to track results and overall supplier performance.
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Avp, Quality Assurance ManagerFifth Third Bank 2010 - 2014Cincinnati, Ohio, UsAs an AVP, Quality Assurance Manager, I directed and managed entire cross-site quality team of 17 quality analysts, team lead, and supervisor in Cincinnati, OH and Grand Rapids, MI. I provided oversight in performing quality audits using various quality scorecards on each agent across multiple lines of business including President Compliant Management, Consumer and Commercial Contract Centers, Fraud Escalation, Disputes, and Third-Party Vendors. Additionally, I partnered with Call Center Operations Management, LOB Leadership, and Internal Training to identify skill deficiencies within Call Center, creating specific action plans and training to address improvement opportunities.
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Contact Center SupervisorFifth Third Bank May 2009 - Mar 2010Cincinnati, Ohio, UsAs the Contact Center Supervisor, I oversaw the center and managed a team of agents responsible for answering incoming calls from customers on their Checking, Savings and/or Loan products.
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Project LeaderCitibank Sep 2007 - Feb 2009
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Assistant Vice President/Sales Operations ManagerCitibank Mar 2006 - Aug 2007Served as an Operations Manager with Citibank; Managed eight supervisors, 3 Divisions; 127 associates in various businesses. Responsible for ensuring each team leader focused on business goals and objectives, including but not limited to: sales, customer satisfaction, quality and production standards.Started and successfully ran Citibank’s Secured Credit Servicing Division in KY as a supervisor with 18 staff, eventually grew division to 78 associates; promoted to Operations Manager in 1 year.Developed a cross-functional relationship with other departments to recruit, interview, and train and hire associates from their business to help us control call volume during a banking acquisition.
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Secured Credit Sales Unit ManagerCitibank Jan 2005 - Mar 2006
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Retail Banking Sales Unit ManagerCitibank Aug 2002 - Jan 2005
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Collections Team Leader/Unit ManagerCitibank Jan 2002 - Aug 2002
Shantel Stephens Skills
Shantel Stephens Education Details
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Southern New Hampshire UniversityProject Management -
University Of CincinnatiLiberal Arts: Social Sciences
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University Of CincinnatiBachelor'S Degree
Frequently Asked Questions about Shantel Stephens
What company does Shantel Stephens work for?
Shantel Stephens works for Paycor
What is Shantel Stephens's role at the current company?
Shantel Stephens's current role is Senior Director, Implementation.
What is Shantel Stephens's email address?
Shantel Stephens's email address is sc****@****hoo.com
What schools did Shantel Stephens attend?
Shantel Stephens attended Southern New Hampshire University, University Of Cincinnati, University Of Cincinnati.
What skills is Shantel Stephens known for?
Shantel Stephens has skills like Sales, Leadership, Quality Assurance, Team Leadership, Call Centers, Management, Product Management, Training, Analysis, Cross Functional Team Leadership, Process Improvement, Risk Management.
Who are Shantel Stephens's colleagues?
Shantel Stephens's colleagues are Danelle Beauvais, Natalie Bonthron, Kelsey Davis, Ajay Reddy, Shay Becirovic, Regan Davis, Kathryn Ainsworth.
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