Kasey Anderson
Centerton,AR
Summary
Technically skilled and accomplished senior leader with a proven track record in implementation and project management. Known for ability to effectively oversee daily milestones across high-performance teams. Highly organized, methodical, and detail-oriented. Strong background in strategic planning and deployment, consistently delivering results that align with organizational goals.
Overview
15
15
years of professional experience
Work History
Senior Project Manager II, Marketplace Strategy and Transformation
Walmart, Inc.
02.2024 - Current
- Collaborated with Product and Process Improvement to launch Smart Case Creation, leveraging an AI LLM model to predict the case category for our sellers, reducing clicks by approximately 50% and improving category accuracy.
- Leading our global support initiative to unify seller support regardless of the sellers location.
- Successfully transforming the way we work with sellers under a supportive Business-to-Business (B2B) service model.
- Successfully managed large-scale projects to ensure timely delivery and budget adherence.
- Coordinated cross-functional teams for seamless project execution and client satisfaction.
- Established clear performance metrics for tracking program success, enabling informed decision-making processes throughout each initiative.
Senior Manager II, Operational Excellence
Walmart, Inc.
09.2021 - 02.2024
- Led a team of 27 process improvement associates focused on eliminating, deflecting or optimizing seller cases to Partner Support.
- Led the Process Improvement team to launch an enhanced chatbot experience for our sellers, deflecting 20% of our overall contact volume.
- Led the Operational Excellence Team to launch Seller Help Solution Articles, deflecting contact center calls and saving the company over $1M.
- Led the Operational Excellence Team to launch Enhanced Case Creation Forms, allowing contact center associates the ability to resolve seller’s cases in the first touch, improving our customer satisfaction score by 4% and increasing our first contact resolution by 2.3%.
- Collaborated with Operations to launch an Items and Inventory Pilot team, saving the business $80K.
- Led the Process Improvement team to launch a variety of Average Active Time (AAT) enhancements/initiatives, saving the company $98K.
- Stood up a net-new Quality Assurance team responsible for completing quality-based assessments on the resolutions provided to our Sellers.
- Developed initiatives and processes for key business functions to drive business goals, objectives, and programs by analyzing data and evaluating key business components to assess current performance baselines.
- Through data and case deep dives, identified gaps, opportunities, and needed improvements in key business functions.
- Evaluated and updated current practices on a continuous basis, developing improvement solutions and ensuring program processes are simple, executable, and sustainable for future use with manageable roll out plans.
- Consulted with cross-functional teams to get alignment on improvement solutions, and communicate changes and solutions to key stakeholders to get buy-in.
Senior Manager II, Learning & Development
Walmart, Inc.
03.2021 - 09.2021
- Led a team of nine learning & development and content professionals delivering internal and external products including: associate onboarding for front-line associates and new leaders, process documentation, instructor-led modules, and other internal learning assets.
- Led the launch of our new Learning Management System (LMS), leveraging built-in workflows for maximizing efficiencies, creating and adhering to LMS operations and governance policy.
- Led the proof of concept for Seller-facing Solution Articles, reducing the number the cases submitted to Partner Support Agents.
- Managed training operations including planning, budgeting, communications, and administration.
- Continually improved effectiveness and operational efficiency of our onboarding program.
- Implemented training assessment and evaluation methods to measure individual success and program effectiveness, and to continuously improve resources.
- Program managed all aspects of learning delivery for all strategic initiatives within Partner Support.
- Monitored and reported on program effectiveness based on KPIs.
Marketing Project Manager
Arvest Bank
08.2018 - 03.2021
- Managed and successfully executed over 50 projects, ranging from the acquisition of Bear State Bank to sunsetting our old mobile application to monthly product campaigns.
- Ensured completion of feasibility, risk, regulatory compliance, and return on investment (ROI) analyses and business benefits for proposed projects.
- Presented recommendations related to project feasibility and resource requirements.
- Established project scope with business representatives and/or Business Analysts.
- Developed project plans, managed resources, the project schedule, and budget to meet deliverables.
- Led the project team through the project lifecycle, using appropriate approach (e.g., Agile, waterfall).
- Assessed project risks and implemented risk mitigation plans.
- Evaluated the success of various marketing initiatives through KPI tracking and analysis; made data-driven recommendations for continuous improvement.
Touchpoint Marketing Manager
Arvest Bank
08.2014 - 08.2018
- Developed strategies for creating, implementing, and measuring the success of customer digital and product touchpoints that enhanced the company’s image, sales performance, and position within the marketplace and the general public.
- Evaluated digital display, customer usage and other engagement analytics, and developed and implemented touchpoint modifications to maximize effectiveness and customer response, including sales results.
- Partnered with IT and Development to optimize performance of customer touchpoints.
- Increased brand recognition by leading successful marketing campaigns.
Executive Assistant
Arvest Bank
04.2013 - 08.2014
- Handled confidential and sensitive information with discretion and tact.
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time.
- Supported decision-making processes with well-researched reports and presentations.
Wire Transfer Specialist
Arvest Bank
11.2011 - 04.2013
- Ensured data integrity and confidentiality during transactions; diligently following established protocols and security measures.
- Contributed to risk management efforts through diligent verification of client identities before initiating any transaction; safeguarding against frauds.
- Trained new employees on wire transfer procedures, enhancing team performance and ensuring consistent service quality.
Deposit Counselor
Arvest Bank
11.2009 - 11.2011
- Educated customers on digital banking platforms, encouraging adoption of online services for convenience and efficiency benefits.
- Increased client satisfaction by providing personalized banking solutions and financial advice.
- Improved branch sales performance by cross-selling various banking products and services.
Education
Women's Personal Leadership Effectiveness Program
University of Arkansas Global Campus
Rogers, ArkansasProject Management Program
Fred Pryor Seminars
Fayetteville, ArkansasBA, Bachelor of Arts - Communications
University of Arkansas
Fayetteville, Arkansas05.2010
Skills
- Project management
- Strategic thinking & planning
- Problem-solving skills
- Scope management
- Workflow optimization
Timeline
Senior Project Manager II, Marketplace Strategy and Transformation
Walmart, Inc.
02.2024 - Current
Senior Manager II, Operational Excellence
Walmart, Inc.
09.2021 - 02.2024
Senior Manager II, Learning & Development
Walmart, Inc.
03.2021 - 09.2021
Marketing Project Manager
Arvest Bank
08.2018 - 03.2021
Touchpoint Marketing Manager
Arvest Bank
08.2014 - 08.2018
Executive Assistant
Arvest Bank
04.2013 - 08.2014
Wire Transfer Specialist
Arvest Bank
11.2011 - 04.2013
Deposit Counselor
Arvest Bank
11.2009 - 11.2011
Project Management Program
Fred Pryor Seminars
Women's Personal Leadership Effectiveness Program
University of Arkansas Global Campus
BA, Bachelor of Arts - Communications
University of Arkansas
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