Kyle Long Email & Phone Number

Telford, Pa

Kulpsville, Pennsylvania, United States

Prepare and serve high-quality coffee and tea beverages.• Educate customers on drink menu and provide personalized recommendations.• Efficiently take orders and process payments.• Maintain a clean and organized workspace.• Adhere to health, safety, and sanitation guidelines.• Deliver excellent customer service and resolve customer concerns.

Minneapolis, Minnesota, United States

Founding member of mortgage operations Pelican Team. Pelican Team supports reporting and custom analytics for processing operations for Consumer Direct & Distributed mortgage processing. Principal responsibility is to support Retail Support Consultant for Consumer Direct Fulfillment senior leadership.Secondary responsibilities on Pelican Team include investigating pipeline outliers, producing weekly metric deck for division-wide distribution, and analyzing results for senior leadership.Responsible for creating detailed daily reporting in Excel for site leaders to support Consumer Direct pipeline management.Conducted division-wide survey of Work Directors to understand key routines, duties conducted on a regular basis and specialized tasks performed.Investigates outliers in reporting to provide leadership insight into trends and issues regarding loans in the sales pipeline on an ad-hoc/as needed basis.

Minneapolis, Minnesota, United States

Primary focus is to provide operational support for the email customer service team while also responding to routine and escalated requests.Collaborate with change management partners to review and update customer service procedures as email customer service subject matter expert. Writes and edits procedures, suggest updates, adapts phone procedures to email, certifies procedures are update to date. Participated in twice -weekly Change Control Board meetings.Responsible for writing, publishing, updating, editing and reviewing 800+ email templates in the KANA Response program specific to home mortgage and home equity. Manages the six sub-queues to ensure timely customer responses. Conducts all current skill training, new hire training and ad hoc training for email team using provided curricula. Develops job aids and training materials as necessary. Facilitates face to face training as well as virtual training for backup team in California.Identifies and mitigates risk to department by partnering with change control and risk management team. Cascades information to team as appropriate, provides process input and considerations to business partners.Coaches newer and seasoned representatives using the Practical Coach Approach, reviewing sent messages. Provides side-by-sides to representatives as needed or requested.Responsible for all responsibilities required of skill V representatives listed below.

Minneapolis, Minnesota, United States

Responsible for handling routine customer service requests in a timely and accurate manner via email in addition to complex research requests related to the loan servicing lifecycle for both mortgage and home equity accounts. Empowered to go “above and beyond” to ensure complete customer resolution through consistently demonstrating leadership by example. Consistently performing at or above targets in key metrics. Completed Servicing Leadership Academy. Expert knowledge of shared servicing systems including KANA Response, CIV, HOGAN and MSP.Additional Responsibilities: Handle escalated requests from customers and internal partners. Manage the internal Hotline mailbox for internal inquiries, assist in managing the separate YourMortgage customer messaging system. Provide coaching and guidance to less experienced representatives via the Floor Support Mailbox for both mortgage and home equity. Identify trends likely to impact customers and escalate accordingly. Develop and deliver training for team based on trends and knowledge gaps to ensure compliance and risk management.Coach representatives via side-by-sides. Condense and distribute weekly procedure changes and potential customer impacts to entire team via email. Collaborate with work director and change management team to create and update email-specific procedures. Actively participate in software testing, identifying defects and mitigating risk.Special Assignment: Assisted the Collateral Assistance department, answering internal requests related to appraisals for new loans and refinances. Liaison with appraisal management companies to ensure timely closings. Act as firewall between appraisers, mortgage originators and appraisal management companies to ensure compliance with undue influence regulations under the Dodd-Frank Act.

Minneapolis, Minnesota, United States

Primarily responsible for negotiating with homeowners via inbound and outbound phone calls to cure delinquent mortgage accounts. Adhered to federal and state debt collection laws while serving as frontline intake for mortgage assistance. Conducted financial interviews and provided overview of home preservation and liquidation options.Special Assignment: Transition Week MentorCoached new collectors during last week of training providing on-demand support. Documented and improved collectors skills through side-by-side call reviews.Encouraged connections between training curriculum and new role.

Minneapolis, Minnesota

Oversaw day-to-day operations of Starbucks licensed venue

Berlin Area, Germany

Teaching assistant in the American Studies department

Minneapolis, Minnesota

Taught introductory German language and culture

Philadelphia, Pennsylvania

Developed second-year German language curriculum for online charter school

Portland, Oregon

Tutored and graded assignments for two sections of introductory German

Bachelor Of Arts (B.A.), German Studies

German Language And Literature

Nupaths It Training Program, Project Analyst

Certificate of Achievement (Expected October 2024)