Christy Sehl

Experience

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  EOIR Technologies

  Jun 2003 - Aug 2006

  Training Specialist

  Department of Defense Contractor, charged with tasks including technical writing, storyboard production, audio scripting, & voiceover recording for multimedia training, instructional videos, & promotional videos. Accountable for crafting help documents to accompany multimedia trainers to enable asynchronous learning. * Became proficient in instructional & aesthetic video production, with an emphasis on the creative process; responsible for pitching multi-million-dollar efforts to government officials * Skilled in producing music & voiceover tracks using Adobe Audition to individually suit any promotional or instructional video* Created multimedia, interactive animations for use in instructional presentations or multimedia trainers as a leader in gamification of computer-based training* Gained Top Secret clearance (now expired) to support key military engagements that leveraged Electro Optics and InfraRed technology to better assess and mitigate risks in military engagements Show less

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  Circuit City

  Aug 2006 - Oct 2008

  Charged with developing training modules for field installers, managers, & associates in numerous formats, including asynchronous learning, printed training documents, & facilitator-led training. * Acted as a fungible trainer by quickly gaining expertise in a variety of subjects to credibly teach retail associates. * Designed innovative, engaging e-learnings using Adobe Articulate. Topics included: home theater installation; new operating systems; television sales; Point-of-Sale training; & car stereo installations* Supervised creation & implementation of new-hire training for 12,000 associates* Created career paths that motivated & engaged associates on all levels by gathering & interpreting feedback from Subject Matter Experts & other sources * Created path to technical certifications on an individual level & a company level, concentrating on (and personally achieving) Microsoft certifications * Became certified as a Mac Genius while rolling out servicing for apple devices within Circuit City’s services brand, Firedog; oversaw certification of elite computer technicians across the country for this pilot program Show less

  • Senior Training Designer

    Oct 2007 - Oct 2008

  • Training Designer

    Aug 2006 - Oct 2007
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  Morton

  Oct 2008 - Nov 2010

  Instructional Design Consultant for Capital One

  Multiple Capital One contract positions focusing on creation of new-hire agendas for phone agents; gained expertise in Visa & MasterCard Merchant Disputes. Generated detailed, prescriptive facilitator guides for each program component such that even inexperienced facilitators could run an engaging training program * Created thorough training programs suitable for phone agents, account supervisors, & managers in any country* Led training for a project dedicated to streamlining the customer-facing processes for fraudulent & disputed transactions; traveled to Manila, PH to execute a successful program pilot which scaled in 2 countries in 2011* Designed program components to be completely portable & applicable to many as job roles as possible to reduce need for creation of additional materials * Worked with hourly phone agents, middle-management, & upper-level management to ensure content was pertinent, correct, & timely based on business needs Show less

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  Capital One

  Nov 2010 - Nov 2023

  Strategic leader for a diverse team of 165 people with a unique blend of operations leadership and well-managed oversight. Accountable for timely, quality handling of customer complaints directed to regulators (CFPB, OCC, BBB, State AGs) and internal executives. Lead via a portfolio approach to well-managed activities, maximizing local subject matter expertise while reducing arbitrary uniqueness and risk within customer-facing processes. * Developed & implemented simple, strategic vision for interaction model for 1st line of defense risk management; oversee & enable local teams to speak a common language with common success metrics* Reimagining risk event processes to ensure that realized risks are sustainably resolved & remediated; focus on building preventive controls into technology while reducing cognitive load for service agents* Oversee US Card’s response to crises, including natural disasters, technology failures, & other triggering events; ensure customers in greatest need are cared-for consistently & promptly * Lead an elite team of customer advocates who triage, research, & respond to customer complaints, including taking action on customer accounts when appropriate & identifying process improvement needs* Ensure teams across Card learn from customers by partnering with executives to inform local reporting, including both trending customer concerns & isolated, but problematic customer experiences Show less Accountable for leading a horizontal support team of 65 people with three main areas of scope: monitoring contact centers across all US Card customer service functions to measure and report on regulatory adherence; generating insights using end-to-end analytics to measure and report on business health; & consulting on control environments for new business processes, practices, and/or ventures. * Transformed call monitoring by innovating use of Natural Language Processing technology to introduce the first-ever full-file call monitoring controls, unleashing the power to know, coach, & strategically invest* Led process for predictive analytics to forecast impact of business changes on overall regulatory performance, enabling more accurate staffing need & identifying variables to improve impactSupported ~50 annual 2nd & 3rd line reviews of monitoring functions; issues identified in less than 2% of reviews, each issue being resolved in fewer than 30 days* Oversaw monthly reporting for ~800 US Card controls with results on time, every time, generating clear, reliable, insightful monthly reporting to enable vertical business partners to quickly assess process health* Established the control environment for emerging business products; recent outcome was 88% preventative controls, increasing assurance of compliance & decreasing cost to run the controls engine* 100% Engagement, Inclusion, and People Leadership scores among direct reports; extended team scores all above 80%. Show less Tasked with leading a team of 50 regulatory QA testers dedicated to ensuring front line associates adhere to regulatory requirements, Accountable to oversee operations processes from forecasting to final reporting, including managing an agent help system that houses policy, procedure, & other supporting documentation. Led process for flagging, escalating, and mitigating potentially Unfair, Deceptive, or Abusive Acts or Practices (UDAAP). Generate reporting for the BOD on a monthly basis highlighting risk trends * Invest in Tribal Leadership & strengths-based culture, resulting in engagement scores elevating from 66% to 86% and People Leadership scores elevating from 68% to 89%* Crafted intent behind both operations & customer dashboard views, distilling insights about what matters most to each user by presenting data produced by the QA team* Drove six-sigma-level documentation & measurable Critical To Quality (CTQ)s for 15 unique processes, driving assurance of well managed status & ensuring processes stay “camera ready” * Reinvented control monitoring by moving away from random sampling whenever possible, utilizing the best data available to drive targeted samples to identify and address even small anomalies * Authored training content designed to elevate understanding of UDAAP risk that was certified & published by the American Bankers Association Show less Managed strategy & operations functions of 35 QA associates, directly leading & developing 4 front line managers. Specialized in calls/cases/chats related to Loss Mitigation, Acquisitions, & Servicing call types. Responsible for generating and guiding training for managers of front line agents to elevate coaching provided to agents on customer service, business intent, and regulatory performance. * Re-engineered & revolutionized call scoring model, streamlining monitored attributes from 60 items to 7, enabling agents & leaders to focus deeply on moments that matter when evaluating agent interactions* Developed & implemented process for account-level remediation triggered by front line associate mistakes; reduced overhead from 5 hours/week to 1 hour/week & TAT from 14 to 5 business days * Supported audit functions, consistently receiving an Adequate rating while gaining regulatory expertise and forging interaction model with regulatory adherence monitoring team* Created an empowering culture, resulting in a 31% increase in associate engagement scores across both exempt & non-exempt associates Show less Managed day-to-day operations of customer-facing inbound phone queues of 500+ phone agents & support staff. Managed & developed five supplier queue managers at two suppliers (one in Manila, PH & one in San Jose, CR). Supported integration of newly-acquired businesses/portfolios to ensure staffing, systems, processes, & fraud prevention models were modified to accommodate new business *Improved & evolved operations intent, training, and strategy to lead to a 21% net promoter score increase in 11 months without an offsetting increase in write-off volume or handle-time*Guided Fraud & Disputes Operations offshore queues to achieve JD Power & Associates Certification in both 2011 & 2012*Led continuous improvement efforts in support of both local & global US Card agents, including creation of a call-listening rubric, department mission statement, call calibration process, & agent feedback loop*Worked with Staffing & Forecasting teams to save $500,000; evaluated staffing & call volume to balance service level, cost, & customer satisfaction while supporting new initiatives’ impact to call volume Show less

  • Senior Director, Complaints & Well Managed Oversight

    May 2022 - Nov 2023

  • Director, Risk Management

    Feb 2019 - May 2022

  • Senior Risk Manager

    May 2015 - Feb 2019

  • Quality Monitoring Operations Manager

    Jun 2013 - May 2015

  • Extended Operations Manager

    Nov 2010 - Jun 2013
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  SimpliSafe

  Nov 2023 - now

  Head of Monitoring Operations