Yolanda Gorman

Experience

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  Citi

  Sept 2004 - Sept 2014

  ★ Directed a team in charge of managing escalation-calls while examining and resolving complex situations related to variable quality issues with broader business impact.★ Managed the re-engineering and development of resources, organizational activities, and processes to ensure a high standard of delivery of products and services, thereby establishing a robust culture of continuous improvement.★ Spearheaded initiatives to update the national call guidelines to reflect frequent changes in rules/regulations while collaborating with vendors and organization-wide business units to compile comprehensive guidelines.★ Resolved issues by identifying/selecting solutions and applying acquired technical experience and precedents while delivering evaluative judgments to solve complications based on factual information analysis. Show less ★ Headed seven different project segments across three sites while developing project plans/timelines, facilitating project meetings, executing strategic initiatives, and engaging in several cross-functional activities.★ Led ~15-25 representatives ensuring high-quality customer care focused on building and retaining robust customer relationships and committed to delivering value-added products and services. ★ Identified escalated issues and offered guidance to team members for resolution while negotiating solutions by acting as a liaison with internal and external customers.★ Monitored and managed projects to align with strategic business initiatives and communicated project updates to sponsors and committees to ensure the availability of adequate resource requirements.★ Conducted research and evaluated technological advancements in the industry to identify relevant alternatives to enhance current department operations while examining cost/benefits, offering recommendations, and overseeing implementation plans. Show less ★ Executed policies and procedures consisting of training associates on multiple practices while monitoring and developing the team through quality observations, mentoring, and goal-driven day-to-day activities.★ Played an instrumental role as the acting unit manager for the cross-trained group of 10 mortgage agents and provided feedback, coaching, and monthly summaries.★ Commenced and engaged in ongoing schedule moves, including organizing overtime with the GWFM department, unit managers, and associates regarding daily business needs. Show less ★ Assisted in the daily operations of ~450 agents across 23 teams, performed scheduling, and oversaw tracking/analytical activities in relation to Call Traffic flow for the Customer Service department.★ Collaborated with personnel in the training department, unit managers, operations managers, and senior management on daily business activities, resulting in increased communication and greater adherence to national schedules and goals.★ Ensured performance and service levels were met in accordance with key metrics, including occupancy rates and serviceability rates, while delivering support for technical processes and system escalations. Show less

  • Sr. Quality Supervisor

    Jan 2014 - Sept 2014

  • Unit Manager

    Nov 2008 - Dec 2013

  • Team Lead

    Sept 2006 - Nov 2008

  • Operations Analyst

    Sept 2004 - Sept 2006
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  American Family Insurance

  Jan 2015 - Apr 2021

  ★ Led the delivery of large, complex process improvement programs and projects to support business goals and customer satisfaction drivers. ★ Acted as an agent of change for the organization and created awareness of and urgency around the need for change while performing data-driven root-cause analysis (where appropriate) to recommend and implement improvements/best practices. ★ Influenced diverse stakeholders, from process owners to functional leaders, to document, standardize, and streamline core business and customer-facing processes. ★ Served as a resource to the business, enabling knowledge transfer and overseeing the accurate application of the Lean Management System methodology and tools to drive governance and consistency of the methodology across the organization. ★ Aided in the development of controls to monitor the progress associated with implementing recommended changes while establishing controls that boost the probability of creating lasting change. Show less ★ Oversaw the entire project life cycle from inception to on-time delivery and follow-up, including defining project objectives, scope, charter, and cost/benefit, and impact analysis while coordinating all the tasks that need to be attained for project completion.★ Spearheaded multiple projects of varying complexity and resource interdependencies while partnering with department management and staff to determine their project and program documentation needs.★ Developed and implemented core business processes and enhancement projects for divisions to ensure compliance with regulations, laws, and corporate standards while monitoring processes to minimize compliance risks.★ Collaborated closely with internal business partners and field representatives on implementing modified processes and procedures while interfacing with vendors to assess the convenience of field-facing software/customer experience. Show less

  • Ignite Specialist

    Nov 2016 - Apr 2021

  • Process & Planning Administrator

    Jan 2015 - Nov 2016
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  American Electric Power

  May 2021 - now

  ★Spearhead the end-to-end implementation of continuous process improvement efforts by collaborating cross-functionally with internal stakeholders across all levels of the organization. ★Leverage Lean methodologies and best practices to streamline the entire project life cycle, including requirements gathering, process mapping, change request documentation, implementation, and ongoing user support. ★Support the design and implementation of full-cycle processes and methodologies as well as KPIs/metrics to measure the effectiveness of process improvements. ★Identify and provide insights and recommendations on real/potential risks to process improvement efforts across all stages of the project life cycle. Show less

  • Program Manager Principal

    Sept 2022 - now

  • Business Process Analyst

    May 2021 - Sept 2022