Sagent Standouts: Regan Kelly
In this series, we’re focused on the humans who make up Sagent. We’re fortunate to have a team that is constantly evolving – both professionally and personally – folks from all over the world who bring a variety of experience, education, and perspectives to advance our challenging mission. We’re excited to introduce you to some of these talented people who make Sagent a vibrant, productive community.
We’re proud of the folks who make up Team Sagent, and we often talk about the deep servicing chops they bring to the table. But there’s a lot more to our team than just expertise and experience in the servicing trenches, and Regan Kelly is a perfect example. From food fights to canine search-and-rescue and beyond, Regan’s life experience has enriched her role as a Customer Success Manager. We sat down with her to learn more about this widely respected member of our team.
Hi Regan! I always ask this first: Tell me about your fur babies!
I have two Corgis and a tuxedo cat. One of the pups is 6 years old, the cat came along during the pandemic, then we got the cat a new puppy a few months ago. The puppy and the cat play together all the time, and the cat is constantly grooming the puppy like it’s a baby. It’s really sweet.
Where did you grow up, where do you live, origin story etc.?
My husband, Justin and I got married last June. We don’t have any kids — except the animals. We both grew up in Connecticut and bought our house in January 2020, and we’re close to our family — I live about a half mile away from my dad.
And what do you do for fun, hobbies etc.?
Well, a couple of years ago I started volunteering with the Connecticut Canine Search and Rescue. I’m working towards becoming a full member, so a couple of times a month I participate in drills to help this team prepare for real-life scenarios. For example, I might pretend I’m a missing person so the dogs can come find me, or I can help the handler navigate as they’re tracking with the dog. It’s really cool, and they’ve asked if I would be interested in working with the dogs. I see the work they put in and I just can’t right now, plus my Corgis would not be into it.
Does Justin do that with you?
No, but we are going to work with the aquarium at our zoo for its “citizen scientist” program. We’re training to track frogs in our area and figure out what kind of frogs they are and where they derived from. In college, I worked on a research project doing a meta-analysis of diving patterns of marine mammals for the Navy, so I saw this program and thought “Oh this is cool, I can go work on frogs now and see how that goes.”
Speaking of college, where did you attend and what did you study?
I went to Sacred Heart University in Connecticut and studied psychology. During college, I worked part-time at a law firm to pay for school and ended up working there for several years, which is kind of how I got into my current role.
So was the law firm your first “real job?”
My first real job was in an amusement park at a hot dog stand. I’m not sure this is good for a write-up, but that’s the only job I ever got fired from — because I started a food fight. But, I was sixteen and I think it’s forgivable at this point. I was just so bored, but that taught me a valuable lesson: I’ve got to find other ways to contain my boredom.
So how did you go from a hot dog stand to a law firm, and now part of the Customer Success team at Sagent?
In 2009, I was hired into the law firm full-time because I needed the hours. It was a foreclosure firm — which I feel can tell you a lot already — and I worked day-to-day in a windowless room sorting documents. It was rough, to say the least. But eventually, I was able to do real work like drafting complaints, etc. Then I moved to a different firm that handled foreclosures for mortgage servicers, and I did that for about 5 years until I followed a colleague to a servicer here in Connecticut. I worked there for about 6 years, but a couple of years into it I started thinking, “there has to be a better way” in terms of the technology. So, in order to make a relevant impact, I made it my goal to get heavily involved in the servicing tech space.
So how did you become aware of Sagent?
I became aware of Fiserv (first) when I worked with the bankruptcy team at the servicer. Some of the folks on that team came from a servicer who used Fiserv’s products. They looked at the system we were using for the bankruptcy process and kept saying, “But Fiserv has real-time payments,” which, of course, we really wanted. So I was impressed with the products already. Then when a colleague shared the opportunity, I came on board at Sagent in May of 2021 as a Customer Success Manager.
And we’re glad you did! Share a little about your journey so far at Sagent.
To start with, while I had knowledge of the servicing space and attorney space, I didn’t have any Customer Success Management (CSM) experience. So everyone on the CSM team (especially my boss, Ishan) has been very helpful along the way, even with questions like “What do I wear to a site visit?” or “How do I approach this situation?” I appreciate that because I’ve seen past examples of knowledge gatekeeping which doesn’t help anyone.
The idea that ‘I’m only useful for my knowledge’ is antiquated… someone else will eventually learn it, so why not bring everyone together and share the information?
I can see why you excel at your job. Tell us a little about your role as a Customer Success Manager.
I would say I’m an advocate for my customers within Sagent. I work with a small group of clients to support their goals, whether that’s growing their business, bringing on new portfolios, or enticing new clients to their organization. But another big part of my job is listening to my clients to know how Sagent can do better. How can we be more efficient? How can we meet their needs (with our technology)? So, I spend well over half of my time with customers, usually on the phone, but I also love doing site visits and conferences. Even though I’m a bit introverted, it’s an absolute game-changer to be with customers in person.
It sounds like you act as a Sagent consultant for your customers.
That is what our team does every day, but it goes further because I can help make sure that my customers have a voice as our Product team creates their vision and roadmap for our products.
What sets Sagent apart as an employer?
I will point out a big difference from anywhere else I’ve worked.
I’ve never had a boss who asks “How’s your mental health? How are you doing? Are you feeling overworked?” I’m like, “No one’s ever asked that at my job before.”
Of Sagent’s core values “Relentless, Reliable, Relevant,” which do you identify with most?
Probably “Reliable.” I want to be somebody that people (my clients or colleagues) can depend on to help them through whatever it is. I’m not always going to have the answer, often I don’t have the answer. But I’m willing to put in the time to find the answer.
Any nuggets of wisdom you’d like to share before we go?
I learned early in my career that it’s important to take an interest in your job. With something like mortgage servicing, on the surface, it might sound like “Oh no, that almost put me to sleep.” But if you take an interest in it and choose to let it be, it really can be fascinating and hugely important because we’re helping homeowners manage the details of the single most important purchase most will ever make. You have to put some effort into making it something you want to learn more about, but once you do, it comes naturally to be the relentless answer-finder. That’s always been really helpful for me to keep in mind.
After the conversation, we reached out to Regan’s colleagues to learn more about her impact on the team. Her direct manager Ishan Bakhsh had this to say:
Regan is committed to doing her best for our customers, and she really shines when it comes to addressing their challenges using Sagent’s technology. She’s a smart, reliable teammate who remains disciplined and organized, always prioritizing her responsibilities and meeting deadlines. I’m so glad she’s on the team!