Kelly Seis Email & Phone Number

Irving, Texas, United States

Dallas, Tx

Enhanced the Customer Experience, through state of the art speech analytics system by focusing on voice of the customer in order to mitigate complaints. Upgraded speech analytics system to include: - Real-time call monitoring with agent assist functionality. - Speaker separated, high definition, cloud-based audio recordings. - Automated Quality Assurance scorecards for all customer-facing agents. - Enhanced analytics reporting geared toward the customer experience. - Voice of the Customer Speech analytics tool designed to capture overall customer experience outside of post-call customer surveys. - Multi-language module to capture Spanish calls. - Visibility into live chat as well as customer email.Implemented Customer Experience Manager position at all onshore locations. Conduct bi-weekly executive call calibration sessions designed to target high risk concerns.Implemented risk-based call monitoring designed to identify concerns based on specific Regulation.

North Richland Hills, Tx

Developed industry-leading Quality Assurance program through collaboration with internal and external business partners.- Implemented Speech Analytics tool within the first three months of acquiring position. - Implemented new web-based call monitoring system. - Developed and implemented analytics reporting.- Tested real-time speech analytics tool

Collaborate with all business units within Loan Servicing to develop, update and maintain all policy and procedural documentation for existing and future business processesDevelop and maintain policy and procedural documentation and intranet site contentAct as a liaison to between all business units to ensure proper communication of policies and proceduresEstablish and leverage working relationships with key business and IT managersDevelop and maintain a detailed understanding of business processes and applicationsWork with the business units and Training to develop content for procedural documentation Continually monitor system changes while updating/maintaining policy and procedural documentationPlan and schedule documentation delivery

Manage all aspects of Total Loss, Repairs and GAP insurance functions.Analyze statistics to determine monthly departmental objectives.Monitor daily departmental reports to ensure monthly objectives are met.Evaluate business functions to identify best practices and streamline processes so associates work more efficiently.Coach associates and monitor accounts to ensure adherence.Develop departmental specific policies and procedures.Collaborate with other Servicing and Originations business units to facilitate seamless workflows between departments.Manage insurance vendor partner to protect Santander’s business interest.Collaborate with IT to develop system tools for departmental specific functions.Maintain Loss Mitigation organizational chart.Maintain Loss Mitigation Intranet site

Dallas, Tx

Manage all design and development of course content, including objectives, leadership guides, participant guides, and interactive learning content for Servicing business partnerConduct focus groups to address training questions and issues.Manage all new hire and continuing education programs for Servicing business partner.Manage Training Specialists to ensure the consistency and effectiveness of new hire training programs.Collaborate with Servicing business partner to identify and deliver new hire and continuing education needs.Collaborate with Servicing business partner to meet company objectives.Manage special projects.

Dallas, Tx

Design and develop course content, including objectives, leadership guides, participant guides, and interactive learning content. Integrate creative training techniques, adult learning models and accelerated learning practices in the development of training curriculum.Design, development and maintenance of training presentations for various methodologies including technology-based training.Conduct assessments to address training questions and issues.Conduct train-the-trainer sessions as new courses are developed to ensure consistency in the delivery of objectives.Design and develop new hire and continuing education programs using instructional design techniques in conjunction with adult learning theories.Partner with the Training Specialist to ensure the consistency and effectiveness of new hire training programs.Collaborate with Training Specialist, People Development Specialists and the Performance Consultants to identify new hire and continuing education needs.Collaborate with business partners to meet company objectives.Manage special projects.

Facilitate 1 to 2 new hire classes per month based on business needs.Collaborate with business partners to meet company objectives.Evaluate new hire performance and address behavioral issues when they arise; forward recommendation to manager and HR.Collaborate with the Development Specialist to design, deliver and evaluate the success of both the new hire and continuing education programs.Collaborate with the Development Specialist to initiate and create supplemental or continuing education training when performance gaps occur.Proactively drive change and implement process improvements throughout the organization.Create a positive development experience for new and existing Servicing associates with minimal or zero auto finance collection knowledge.Supervise and provide developmental feedback to associates both in and out of new hire training.

Create a positive development experience for new associates with minimal or zero auto finance collection knowledge.Developed Loss Mitigation training program.Facilitate 2 new hire training classes per month.Supervise and provide developmental feedback to associates in new hire training.