D. Christian Kay Email and Phone Number

Senior Business Systems AnalystEnhanced lending systems and user experiences through innovation and collaboration.•Configured and optimized MeridianLink LOS, improving performance and usability for Consumer and Opening modules.•Streamlined application processes by implementing dynamic forms and modernizing the user interface, enhancing security and efficiency.•Introduced Socure for fraud detection and Plaid for deposit verification, reducing risk and improving accuracy.•Partnered with stakeholders to deliver tailored solutions, aligning technology with business objectives.•Conducted system audits and updates, ensuring compliance and data accuracy.

System Administrator / Business Systems SpecialistDelivered innovative technical solutions and optimized core banking systems to enhance organizational performance and member experience.•Managed system administration duties for the MeridianLink Consumer, Opening, and Portal platforms, ensuring stability, scalability, and seamless functionality across all systems.•Designed and developed Specfiles and PowerOns for Jack Henry's Symitar core banking system, significantly improving operational efficiency and enabling tailored solutions to meet business needs.•Partnered with diverse stakeholders, including IT, product development, and operations teams, to integrate cutting-edge technologies for UFirst Credit Union in Salt Lake City, elevating service delivery and member engagement.•Facilitated strategic discussions with cross-functional teams to align system capabilities with business objectives, delivering measurable results in system performance and user satisfaction.Through a proactive approach to system administration and collaboration, I consistently implemented technology-driven solutions that empowered teams and enriched member experiences.

Business Systems AnalystOptimized digital member engagement and enhanced operational efficiency through strategic platform implementations and innovative solutions.Collaborated closely with Branch Operations, Member Support Call Center, Product Development, and Business Intelligence teams to identify pain points and design tailored system solutions that aligned with organizational goals.•Spearheaded the management and optimization of MeridianLink Consumer / Opening platforms, driving member engagement and ensuring seamless user experiences.•Championed the implementation of LivePerson's LiveEngage chat platform, introducing online chat capabilities and secure document transfers to enhance real-time member support.•Developed and deployed AI-driven chatbots, skillfully automating responses to common queries, reducing call volume by 10%, and empowering applicants with instant assistance.•Led the successful rollout of Shastic SMS messaging, revolutionizing application processing and elevating customer satisfaction by enabling faster and more efficient communication.By uniting cross-functional teams and leveraging innovative technologies, I delivered transformative solutions that streamlined operations and created a more personalized, responsive experience for members.

Customer Support SpecialistDeveloped technical, analytical, and problem-solving skills to deliver exceptional customer experiences and drive operational efficiency.•Managed multiple customer interactions simultaneously across chat, phone, and email, quickly diagnosing needs and providing effective, tailored solutions.•Consistently exceeded performance metrics, achieving 105% of customer satisfaction goals and 138% of sales targets.•Streamlined customer journeys by guiding users through complex processes and resolving issues efficiently, improving first-contact resolution rates.•Leveraged data analysis and product knowledge to anticipate needs, recommend solutions, and foster repeat business.•Demonstrated strong organizational skills by managing high workloads while maintaining accuracy and adherence to quality standards.

𝗞𝗲𝘆 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀 𝗮𝗻𝗱 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀:• Production Efficiency: Collaborated with the team to build an average of 1300+ airbag inflators per day, contributing to the company's leadership in vehicle safety systems.• Process Mastery: Mastered the Autoliv assembly process and provided recommendations for improvement, enhancing overall efficiency and quality.• Employee Training: Assisted in training new employees, ensuring they quickly adapted to production standards and procedures.• Machine Maintenance: Maintained production machines by ensuring proper calibration and troubleshooting PLC issues, minimizing downtime, and ensuring smooth operations.• Material Management: Procured raw materials as per the bill of materials and assembled components according to engineering specifications.• Quality Assurance: Ensured finished products met quality specifications and were prepared for shipping, with tracking conducted through MS Excel.• Safety Handling: Safely handled pyrotechnic materials, adhering to all safety protocols to maintain a secure work environment.

𝗞𝗲𝘆 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀 𝗮𝗻𝗱 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀:• Successfully booked $550,000 in new-term loans and an additional $150,000 in open-term loans per month through cold calls and warm leads.• Built strong client relationships by offering personalized financial solutions and convincing clients to refinance or opt for other credit union products.• Prioritized leads using Excel, maximizing success with a minimal number of calls.• Generated personalized business letters using MS Word to enhance client communication.• Utilized MS Outlook to contact sales leads and update clients on loan statuses.• Educated clients on how credit union services could provide significant savings, fostering trust and loyalty.• Processed an average of 75 consumer loan applications per month.𝗖𝗲𝗿𝘁𝗶𝗳𝗶𝗰𝗮𝘁𝗶𝗼𝗻𝘀:Level I Loan Officer Certification, Aug. 2012Level II Loan Officer Certification, May 2013

𝗞𝗲𝘆 𝗥𝗲𝘀𝗽𝗼𝗻𝘀𝗶𝗯𝗶𝗹𝗶𝘁𝗶𝗲𝘀 𝗮𝗻𝗱 𝗔𝗰𝗵𝗶𝗲𝘃𝗲𝗺𝗲𝗻𝘁𝘀:• Supervised a team of 6-10 service representatives, providing guidance and support to ensure high performance and team cohesion.• Trained new hires and current employees on best practices, policies, and procedures, enhancing overall team effectiveness.• Encouraged and motivated team members to meet and exceed department goals, contributing to the department's success.• Assisted credit union members through inbound calls, addressing questions and resolving account issues promptly and efficiently.

Maintained building and ground cleanliness, kept equipment and machinery in good repair preforming needed maintenance when needed.