Kim Pulliam

Background

About Kim Pulliam

Strategic advisor to C-suite and business leaders, partnering and influencing to formulate clearly articulated plans and manage, monitor, and support business outcomes. Challenge conventional wisdom and take calculated risks to execute large-scale initiatives and gain competitive advantage. Build and lead cohesive, top performing teams by mentoring, challenging, empowering and encouraging inclusiveness and collaboration. Forge alliances with executives, management, and staff across functions and regions and leverage technology and external partners, influencing stakeholders and transforming ACHIEVEMENT HIGHLIGHTS: Drove operational digital transformation with industry-leading proactive omnichannel servicing for customers, process automation, conversational bot, and new customer service desktop.(Citigroup) • Collaborated with staff and vendors to create 1 common process suite for online / mobile, SMS, IVR, and chat / phone agent service channels. • Lowered expenses by $30M annually, reduced operational and regulatory risk, improved call center employee satisfaction / RSAT by 500 bps, lowered customer contact rate 45%, increased First Call Resolution to 91% and reduced system complexity and redundancy. Developed and executed product expansion strategy that realized the firm’s full-spectrum lending vision with extension of credit tier, channels, strategic partnerships and products.(GM Financial/AmeriCredit) • Launched prime / near-prime loan products and leasing program through in-house development, acquisition, and creating OEM and lender partnerships. Grew originations to $3B per year, de-risked loan portfolio, maintained pre-tax ROA of 2.5% and grew bottom line by $75M annually. STRENGTHS and SKILLS: Client-centered success Business acumen Financial management Efficient operations Marketing for change Strategic communications People-first leadership Technology solutions Risk management