Kristi Turner

About Kristi Turner

Sales Enablement & Operations | Generative AI | Quality Assurance | Client PartnershipsBusiness Operations leader with extensive experience in the telecommunications and insurance sectors including omni-channel environments such as voice, chat, pay per interaction, in home, field, and retail environments. Has managed client relationships for high profile clients such as Visa, Home Depot, Verizon, AT & T, and more. Highly skilled in building innovative programs from the ground up. Has led the strategy for multi-million dollar cost savings initiatives. Able to work cross-functionally across Product, IT, Operations, and Client Services to deliver innovative solutions that scale the business while reducing cost. Highly technically savvy and able to work with IT to deliver automated solutions, including SaaS, AI, machine learning, and home grown solutions to expand businesses capabilities. Areas of ExpertiseGenerative AI | Managing Teams | Coaching, Mentoring, & Training | Building High Performing Teams | Governance | Root Cause Analysis | Merging & Simplifying Data | Making Data Informed Decisions | Sales Enablement & Operations Technically Savvy | Technology Planning & Implementation | Simplifying Technology for Non-technical Executives | Building & Growing Relationships | Executive Level Presentations | Project Management | Introducing Automated Processes | Managing Client Contractual Obligations | Qfiniti & OpenText | Observe AI | Azure AI | Developing SOP’s | Notion | Asana | Jira

Experience

1. Sr Manager, Expert Technology

   Asurion

   Sep 2022 — Present · Nashville, TN, US

   Direct the Generative AI strategy for operations which includes conducting market research, vetting potential vendors, building use cases, assessing internal build cost, and budgeting.Project manage multiple high stake projects which includes understanding the goals of executive stakeholders, negotiating project timelines, cost control, and prioritizing projects based on ROI. Work closely with IT to test, iterate, and scale technology solutions. Manage 100+ cross-functional stakeholder relationships ranging from Director to SVP. Lead a team of 3 direct reports and a 20 person organization. Personnel experience includes recruiting, interviewing, hiring, onboarding, training, performance evaluation, and developing team members professional capabilities.• Own a portfolio of $100M in generative AI projects, managing 10 personal and 50 team projects in tandem. • Delivered $2.5M in cost savings by enhancing the agent “Knowledge Base” with AI, which quickly identifies the best resources and allows the agents to provide feedback to make the tool more effective over time. • Delivered over $1M in cost savings and new revenue, Improved sales by 20% and increased productivity by 30% with a generative AI messaging tool that improved user experience. • Currently building a generative AI training that will improve new hire onboarding by giving them mock customer scenarios and coaching them on performance improvements. • Serve as Quality Assurance Technology stack platform manager including Qfiniti and its 12K users. • Currently overseeing the Observe AI software implementation, coordinating IT and operations on deployment. • Delivered a $3.5M project for a “One stop shop Coaching tool”.• Completed Asurion’s highest leadership development program.• Own the technology strategy for all prospective clients such as McAfee, Microsoft, Google, and Optimum.

Education

• Middle Tennessee State University

  Bachelor's degree