Stefni Sharp Email & Phone Number

West Jordan, UT, US

South Jordan, Utah, United States

Sandy, Utah, United States

Managed 6 colleagues onboarding new FXIP clients. Ensured that all KYC data points are addressed.Conducted deep analysis on Capacity Report and identified key tasks that were not included and partnered with reporting team to update report. Streamlined onboarding process and reduced it by 44%. Supervised operations staff and kept employees compliant with.

Sandy, Utah, United States

Managed over $2M in expenses annually with flawless accuracy.Accelerated collections by monitoring past due accounts, increasing internal and external communications, and implemented new procedures to reduce losses.Demonstrated ability to quickly master new systems, processes, and workflows.Prepared cash flow projections, cost analysis and monthly.

Salt Lake City UT

Responsible for managing Process Excellence as the Salt Lake City site lead. Reviewed process improvement submissions from multiple avenues, analyzed potential improvements, partnered throughout the organization with key stakeholders to prioritize potential projects for implementation. Developed CBAs and presentations for those projects identified as high.

Responsible for collaborating with business partners to address service or process defects. Motivate and inspire a team of high performing agents and analysts to approach service opportunities with an end to end point of view, providing innovative solutions and taking appropriate risks while assuming ownership and accountability for defect.

Salt Lake City, UT

Responsible for developing and providing direction to a team of B2B Client Servicing Representatives supporting Prepaid Gift Card Products. Supporting B2B clients and client managers and heavily involved in establishing new processes to meet the client's needs. Developed and enhanced relationships with internal customers, vendors and our external clients.

Salt Lake City UT

Provide high touch customer service experience to prominent and high value card members, addressing escalated customer issues through in-bound calls and referrals through our Executive Offices. Work closely with Risk and Marketing partners to make credit decisions. Provided training to our peers in India for them to assume specific tasks, previously worked.

Salt Lake City UT

Hire, coach, train, and develop investigative phone team of nine to twelve investigators responsible for Travelers Cheque claim investigations in the United States, Canada, Latin America and Russia. Demonstrated ability to collect data, analyze details and report on claim management, which lead to reducing refund related losses by $1MM in 2010. Have proven.

Salt Lake City UT

Established trend analysis reporting and communicated findings to leaders for developmental purposes. Developed monitoring / quality assurance program, complaint process, customer response card process and reporting structures. Responsible for tracking, trending and communicating departmental results for a group of 300+ individuals. Developed and led.

Salt Lake City UT

Responsible for hiring, training, coaching and developing individuals working in an in-bound call center environment. Ensured accuracy and quality of customer service through effective monitoring techniques. Provided frequent feedback and direction to staff by assessing skill levels and overall readiness. Worked closely with team members and provided.

Salt Lake City UT

Responsible for tracking, analyzing, and communicating departmental quality trends. Developed monitoring/quality assurance program. Managed departmental complaint process and Customer Responses. Provided coaching and feedback to Customer Service Agents, utilizing the feedback model. Worked closely with agents and leaders to improve customer experience.

Salt Lake City UT

Co-facilitated 18 new hire training classes. Developed, communicated, and implemented department procedures and training material. Analyzed and implemented quality process improvements based on customer / business needs. Developed and communicated numerous Quality reports. Actively involved with upgrading the monitoring form and process. Led the Monitoring.

Salt Lake City UT