ALYCIA GLAUDE
Santa Rosa
Summary
Strategic Quality Assurance Specialist and Creative Professional with a high-performance background in FinTech, Sales, and high-stakes Event Logistics. Expert in delivering growth-oriented coaching and actionable feedback within Zendesk and Sprinklr environments. I leverage a unique blend of analytical rigor from the financial sector and artistic empathy from my craft as a jewelry maker to protect the 'Figma Craft.' Proven ability to 'Run with it' during departmental pivots, I am dedicated to identifying systemic risks and perfecting the user experience through empathetic, data-driven quality advocacy.
Overview
8
8
years of professional experience
Work History
Quality Assurance
SoFi Bank NA
01.2022 - Current
- Risk & Compliance Management: Audit member (MBR) interactions for adherence to Reg E and Reg Z standards, ensuring all complaints are captured accurately and resolved within strict regulatory timelines.
- Performance Optimization: Evaluate inbound/outbound (OAI) interactions and fraud alerts to ensure accuracy while providing constructive, coaching-centric feedback that empowers agents to improve.
- Partners with cross-functional teams to deliver actionable coaching feedback, resulting in a measurable improvement in staff performance metrics.
- Member Advocacy: Act as a cross-functional bridge between Risk and Customer Service to identify systemic pain points, using creative problem-solving to recommend workflow updates that enhance the user experience.
- Collaborated with leadership to execute cross-departmental time studies, establishing standardized time-to-complete metrics that improved resource allocation and workload forecasting.
- Adaptable Leadership: Navigated departmental pivots from Loans to Sales and Customer Service, maintaining top-tier performance metrics and mentoring teammates through organizational transitions.
- Technical Stack: Zendesk (Expert), Sprinklr (Expert), PEGA, OAI, Salesforce (Working Knowledge/Familiarity).
Wedding Planner
Ybarra Events
Santa Rosa
01.2018 - 05.2021
- Project & Stakeholder Management: Orchestrated end-to-end event logistics for diverse clientele, managing budgets ranging from $10k to $100k and coordinating 10+ vendors per event to ensure seamless execution.
- Operational Precision: Developed and managed complex rehearsal and wedding day schedules with down-to-the-minute accuracy, mitigating potential risks and resolving real-time logistical conflicts.
- Aesthetic & Quality Control: Oversaw venue décor and setup, maintaining a high standard of visual craftsmanship to meet specific client visions across various premier Sonoma County locations.
- Crisis Management & Empathy: Served as the primary point of contact for clients during high-pressure situations (including an extremely active fire season), utilizing empathetic communication to navigate sensitive requests and ensure a "Member-First" experience.
Education
Associate of Arts - Visual Arts
Glendale Community College
Glendale, CA06-2016
Skills
- Risk management
- Compliance auditing
- Project management
- Performance optimization
- Workflow design
- Vendor coordination
- Budget management
- Risk mitigation
- Effective communication
- Problem solving
- Team collaboration
- Time management
- Customer relationship management
- Vendor relations
- Event design
- Multitasking
- Analytical thinking
- Strong aesthetics
- Fashion trend awareness
- jewelry design
- Wire wrapping
- Custom jewelry creation
- Visual design oversight
Timeline
Quality Assurance
SoFi Bank NA
01.2022 - Current
Wedding Planner
Ybarra Events
01.2018 - 05.2021
Associate of Arts - Visual Arts
Glendale Community College