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Work Background
Southern Utah UniversityPrograms & Leadership Development Coordinator
Mar. 2025Cedar City, Utah, United States
Ryppl EffectFounder
Sep. 2023Phoenix, Arizona, United StatesDynamic and innovative leadership development practitioner with extensive experience in coaching, consulting, and public speaking. Specializing in crafting and delivering tailored leadership programs. Expertise in one-on-one and group coaching, facilitating engaging and impactful training sessions, and leading strategic planning meetings. Skilled in designing and hosting leadership conferences and delivering keynote speeches that inspire and drive change. Committed to empowering leaders and teams to unlock their full potential, fostering a culture of continuous improvement and excellence in leadership practices. Adjunct Faculty: Training Industry, Developing Talent Recent partnerships:
ElevateEdAZ
Raceway Carwash
one.n.ten
Soldier’s Best Friend
Early Warning®Director of Employee Experience
Aug. 2022 - Jul. 2023Scottsdale, Arizona, United StatesDeveloped and executed the employee experience strategy, inclusive of: employee engagement, diversity, equity & inclusion, community impact & volunteering, workplace culture, and performance lifecycle. A critical influencer on all people-related decisions, ensuring alignment with the company strategy and continually moving the needle in retention and employee satisfaction. Key Accomplishments:
– Administered the voice of the employee surveys, results, and annual commitments, facilitated listening sessions to cultivate two-way communication conversations, and provided thematic and trending reports to executive leadership – Built a frictionless, peer-to-peer employee recognition program to show appreciation and value, tied to the organization's core values
– Advisor to the DEIB council to create opportunities through shared experiences in identity and interest-based groups. Oversaw the development and launch of Employee Resource and Interest-based groups
– Established the Community Impact Program by centralizing corporate giving, sponsorship, and volunteering efforts. Coordinated the vetting process for grant fulfillment
– Led and iterated the performance lifecycle process, training, procedure development, and system administration to provide transparent and straightforward expectations and accountability – Completed a two-month case study on return-to-office policies, trends, culture impact, and key risks. Provided data analysis and thought leadership on the workplace strategy for the executive leadership team – Designed and hosted four enterprise annual leadership conferences
Early Warning®Director of Learning & Talent Development
Aug. 2019 - Aug. 2022Phoenix, Arizona, United StatesDrove the talent development strategy by creating an inclusive community of learning, collaboration, and career growth that aligned with the organization's business needs. Oversaw all design, implementation, and ongoing management of development programs including enterprise offerings, employee onboarding, leadership development, DEI & B, technical, contact center, and custom content. Key Accomplishments: – Stood up the Learning and Talent Development department, strategy, LMS, learning paths, and effectiveness models – Launched and owned the leadership development center of excellence through thought leadership, content creation, coaching, podcasting, videos, and cohort training. – Designed and launched the company's first product education series in collaboration with stakeholders – Committed to career growth, created an integrated development plan program to present consolidated, data-driven, analytics to tell the story of skill development to senior leadership – Comprehensively managed a $1.6 million centralized budget to optimize investment in learning through needs analysis, vendor vetting, and achieving business outcomes
Early Warning®Director - Contact Center Management
May. 2016 - Aug. 2019Scottsdale, ArizonaStrategic leader for 85 FTE in Fair Credit Reporting Act (FCRA) and Zelle Operations multi-site contact centers. Balanced style to regulatory compliance, risk requirements, and efficiency planning married with excellence in consumer experience, leadership acumen, and team growth. Key Accomplishments: – Operationalized the contact center processes for FCRA – Instituted a service mindset to offer a high-quality caller experience – Launched Zelle Operations contact center, including organizational structure, processes, procedures, training, and workflows – Committee chair for Professional Development Team
BBVA CompassClient Care Solutions Manager - Vice President
Apr. 2014 - May. 2016Leader over 42 FTE consisting of the Fraud Division, Problem Resolution, Digital Bank Operations, and Remote Deposit Capture call centers in Arizona and Alabama. Responsible for providing a cohesive customer experience throughout Digital Banking channels. Key Accomplishments: – Increased productivity and call quality within the first six months of leadership – Elevated service level agreement rating from "below average" to "good" within the first 18 months
– Increased department call quality scores from "expected" to "exceptional" 2015 – Launched two departments from inception to production – Scaled Fraud Division, Digital Banking, and Problem Resolution teams to meet customer needs
– Consistent "exceptional" Net Promoter Score 2014 and 2015 – Recognized as Top Talent employee for 2014 and 2015 – Consolidated redundant practices to boost resources and improve customer experience – Identified and mentored new leaders to transition departments from sole management to a team leadership style
Better Leader PodcastFounder/Host
Jan. 2014 - Dec. 2014
BBVA CompassClient Care Fraud Division Manager
Sep. 2011 - Mar. 2014Oversaw call center, handling fraud claims and compromised accounts. Created a seamless process for customers to transition to new accounts without monetary loss or reduction in quality of service. Key Accomplishments: – Successfully spearheaded the design and launch of the department – Centralized processing of fraud claims for the entire bank: improving consistency, efficiency, and quality of work
– Responsible for strategy and end-to-end management of customer experience through strengthening the team's skill set and loyalty to the department
BBVA CompassClient Care Solutions Manager
Nov. 2007 - Aug. 2011Led problem resolution department for escalated issues from several lines of business. Provided knowledge and education to customer-facing teams to solve problems consistently and efficiently. Focused on strong relationship management and effectively collaborated with cross-organization teams for better outcomes.
Pure Heart Christian FellowshipPastor of Outreach/Connecting
Jan. 2006 - Nov. 2007Formulated processes to identify, coach, and train leaders for ministry opportunities. Assisted in assimilating attendees into small groups, bible studies, or ministries. Developed relationships with community leaders to meet the needs of the community. Key Accomplishments: • Cultivated relationships with local schools to identify their needs beyond government support and determined ways to meet them • Streamlined processes for inquiring attendees to get into community groups • Organized community events to make church resources easily accessible • Engineered a successful internship program for college students to gain exposure to full-time ministry
Southern Utah University
Cedar City, Utah, United States
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