Ep. 20: How Laquisha Milner Led the Scale Up and Scale Down of a FinTech Company Servicing 300,000 Customers

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During the COVID-19 pandemic, entrepreneurs and executives alike found themselves faced with challenges involving business continuity, operational integrity, and remote or hybrid workforce management.

But imagine having to start up a business during the pandemic with the full knowledge that the exit plan involves shutting down completely in five years or less. That’s what happened to Laquisha Milner, a self-described “transformational business leader who turns organizational challenges into catalysts for growth and innovation.”

In this scale tale, Laquisha takes us on a fast-paced, high-stakes journey as she recalls when she became the CEO of a spinoff fintech company, KServicing. She was tasked with protecting a $7 billion USD loan portfolio serving 300k customers, all while leading a fully remote team, navigating a structured bankruptcy, and integrating disparate data sources. You’ll learn techniques for:

Becoming adaptable in a startup culture,
Leading a blended workforce of outsourced contractors and employees,
Attracting top talent to assist in complex problem-solving,
Developing transparent strategies with metrics,
Leveraging proven frameworks like Lean Six Sigma to scale solutions, and much more!

Take advantage of this unique opportunity to hear from a CEO who led a tech company during unprecedented risk, crisis, and economic turmoil. Discover how she successfully rose to meet these challenges head-on, with a 99% employee retention rate.

Episode Info

Special Guest: Laquisha Milner, Managing Partner of M2 Business Group

Location: Atlanta, GA USA

Air Date: January 5, 2025

Credits

Producer & Host: Alicia Butler Pierre
Audio Editor: Olanrewaju Adeyemo
Sound Design: Sabor! Music Enterprises
Video Editor: Gladys Jimenez
Show Notes: Hashim Tale
Sponsor: Equilibria, Inc.

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Bios

More About Guest, Laquisha Milner:
Laquisha Milner is a transformational business leader who turns organizational challenges into catalysts for growth and innovation. As CEO of KServicing Corp (formerly Kabbage Inc.), she steered the fintech company through unprecedented challenges during COVID-19, protecting a $7B portfolio while serving over 300,000 small businesses – demonstrating that exceptional leadership can thrive even in times of crisis.

A visionary executive with deep roots in financial technology, Laquisha specializes in guiding organizations through complex transformations. Her strategic approach consistently delivers breakthrough results, driving significant revenue growth while building sustainable operational frameworks that scale. Now, as Managing Partner at M2 Business Group LLC, she partners with high-growth technology organizations to accelerate innovation and unlock their full potential.

Beyond the boardroom, Laquisha champions diversity in technology leadership and serves as Co-Chair on the Board of Directors for Solomon’s Temple Foundation. Featured in Entrepreneur Magazine and Metro Atlanta CEO for her insights on strategic leadership, she brings a fresh perspective to conversations about organizational transformation, crisis management, and the future of business leadership. Laquisha’s unique combination of strategic vision and practical wisdom makes her a compelling voice for leaders navigating today’s rapidly evolving business landscape.

More About Host, Alicia Butler Pierre:
Alicia Butler Pierre is the Founder & CEO of Equilibria, Inc. Her career in operations began over 25 years ago while working in various chemical plants and oil refineries. She invented the Kasennu™ framework for business infrastructure and authored, Behind the Façade: How to Structure Company Operations for Sustainable Success. She is the producer of Scale Tales podcast and the weekly top 2% Business Infrastructure podcast with a global audience across 70+ countries.

Alicia is also an adjunct instructor of Lean Principles at Purdue University and serves as the USA Chair of the G100’s Micro, Small, and Medium Enterprises. The Process Excellence Network recognized her as a Top 50 Thought Leader in Operational Excellence. A chemical engineer turned entrepreneur, she’s designed and optimized processes for small businesses, large enterprises, non-profits, and government organizations alike.

More About Sponsor, Equilibria:
Equilibria, Inc. is a 19-year-old boutique operations management firm. We build the business infrastructure necessary for fast-growing businesses to scale with less pain. With a range of services and products, entrepreneurs can get the operational support and resources they need on demand.