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.

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.

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.

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.

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.

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.

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.