Sybil (Sheppard) Carter Email & Phone Number

Analyzes current business processes and procedures to identify opportunities for process improvement, increase operational efficiency, and provide business line project support. Identifies and recommends process improvements and/or automation opportunities to enhance the productivity and operational efficiency of the business. Leads and manages a team of direct reports, ensuring continuous development of the team through ongoing coaching and feedback.

Farmington Hills, Mi

Govern and maintain corporate software and hardware technology repositories.Work with software product owners and managers to ensure the completion and accuracy of technology information in our central library.Lead the initiative to eliminate security vulnerabilities by collecting and reporting open source tools used within our business applications and their multiple license versions to ensure their currency and track their end of life support.Frequent use of SharePoint and Visio software.Facilitate and coordinate technology manager's meetings.

Farmington Hills, Mi

Support corporate security and audit policies when adding, deleting, and modifying employee access to company's computer systems.Responsible for first and second level troubleshooting for company's computer systems; analyzing problems and implementing solutions, supporting 2,500+ employees.Worked on the developed team to develop a database for submitting department requests used company wide.Developed marketing tutorial and communications for companywide newly created database to increase productivity by expediting completion of requests

Troy, Mi

Assessed over 200 customer service adjuster's calls through quality call monitoring and provided timely feedback on results to management monthly.Created reporting graphs and monthy summaries for management to increase call scores.Increased scores from 82% to 95% through management coaching sessions to improve call efficiency and to ensure calls were meeting a compliance standard. Lead facilitator and coordinator for customer focus initiative for 300+ employees.

Troy, Mi

Responsible for leading a total of 30 Customer Service Representatives to effectively collect on delinquent accounts by determining areas for employee growth and developing strategies for their improvement. Developed daily team recognition tool which increased dollars collected by $120,000.Strategized and manage dialer campaigns for over 240,000 accounts monthly to manage the amount of total delinquent accounts.

Troy, Mi

Became the bankruptcy department’s Subject Matter Expert (SME) and trained new coordinators on job responsibilities, bankruptcy laws, and company policy which ensured faster learning and decreased error rate.Developed tutorial of bankruptcy Q & A for 200+ management and collection adjusters.Created and facilitated bankruptcy training to collections department and management to educate on company policy of bankruptcy accounts.

Troy, Mi

Met and exceeded collection goals performing low and high level collections.Contacted and searched for customers up to 60 days past due utilizing skip tracing tools to contact customers and locate collateral.