Mark Kettle Email & Phone Number

Kansas City, Missouri, United States

• Provide strategic direction and oversight of change management activities for technology and application deliverables in support of enterprise rail operations. Partner with all levels of the operation to tailor change.
• Leading the technology integration change management strategy in support of rail company merger.
• Oversight of four (4) Change Management Consultants in development of training and communication material.
• Developed change management onboarding SOP within first three months of starting position.

Olathe, Kansas, United States

• March 2023 Perfomer of the Month* Served as Project/Program Manager for enterprise-level initiatives. Assembled project teams, facilitated ideation, and drove execution. Built and delivered executive updates on a.
• Developed and executed change management strategy for continuous rollouts of the Flex Auto/Home/Umbrella products and Signal 3.0 driver rating program to the Service Operations enterprise.
• Created proactive, scalable, repeatable change communication process and built SOP for Personal Lines Product changes adapted to the Agile PI schedule on two-week sprints.
• Developed and executed two pilots returning training to an in-office setting, efforts which proved highly successful in reducing attrition by 10% with projections for in-office training to be upscaled to 50% of all.
• Established new, brand-agnostic metric for measuring employee proficiency through assembly/guided collaboration of a project team represented by executives from each impacted business unit.
• Headed four (4) workstreams aimed at reimagining the enterprise training strategy in support of the company’s strategic efforts to calibrate the training experience across all Service Operations business units.

Olathe, Kansas, United States

• Provided output change management support on behalf of the Technology Service Delivery Team, maximizing people-dependent ROI via development and implementation of effective change management strategy for changes to.
• Created process and built SOP for change management and communication activities to coincide with 2-week sprint feature delivery in Rally, the project management platform. This aligned the Tech Service Delivery.
• Developed process and led efforts to create a unified change management calendar dashboard, where all upcoming changes are housed in a centralized self-service location, saving over $200k annually in repurposed.
• Stood up UAT testing team to validate the performance of newly acquired process automation technology from vendor, WalkMe. Results verified technology could not keep up with employees. Engaged the executive and legal.
• Worked with leadership stakeholders to engineer a more digestible monthly department update format, creating a newsletter to replace the previous video format, after soliciting feedback regarding impact.

Olathe, Kansas, United States

• Supported key operational initiatives on the Technology Service Delivery Team, providing analysis and driving performance in the implementation of technology solutions across the enterprise. Cross-collaborated with.
• Developed SOP for rollout of Pendo embedded help-message tech, including change management communication through use-case build outs and instructions for building messages.
• Drafted and embedded platform help messaging to mitigate unnecessary agent contacts to Service Operations. Developed data collectives to validate the impact of platform help messaging in reducing contacts, then built.

Olathe, Kansas, United States

• Owned execution and change management for core operational initiatives within Service Operations. Provided business analytics and problem resolution alternatives aimed at the improvement of service, efficiency and.
• Hired into role to identify cause of deficient agent acclimation to new PolicyCenter policy servicing platform in the two pilot territories. Presented findings to executive leadership and influenced the pause of future.
• Created and executed the change management strategy for the remaining rollouts of PolicyCenter platform across all Service Operations. Applied all principles of ADKAR to each phase of the rollout strategy, identifying.
• Built reporting templates and dashboards to validate user impacts of ongoing platform enhancements.

Olathe, Kansas

• Managed a team of 12-15 service representatives tasked with fielding incoming call volume from agents as well as processing underwriting transactions. Responsibilities included quality control and employee coaching as.
• Using behavior-based coaching and ‘inspire to excellence’ leadership principles, provided career coaching and mentorship, developing multiple future Supervisors; five from the most recent team alone.
• Identified an opportunity to reduce agent effort on umbrella policy transactions through development of an empowerment campaign to arm front-line Advocates with the knowledge and resources to resolve many of the.
• Leveraging reporting dashboard, created team and individual scorecards into a reporting template I constructed in Excel, which tracked individual trends against the operational averages to drive performance results of.

Olathe, Kansas

• Presided over National Lock Hardware (NLH) Division with span of control including 3 Account Managers and 20+ Project Managers, serving national accounts including Amazon, Walmart, and Best Buy facilities. Oversaw.
• Spearheaded the department’s ‘Paperless Initiative,’ which transitioned the department to electronic delivery and filing of all documents pertaining to the customer, reducing material expenses, creating a more secure.
• Helped lead the development and rollout of new software program to centralize multiple company and department channels around a singular software solution, designed to improve efficiency and reduce quality.
• Created the department’s first standardized reporting dashboard for tracking/trending employee performance KPI’s.

Olathe, Kansas, United States

• Managed a team of 12 licensed sales and service professionals to assist both policyholders and prospects on behalf of the agent. This team supported company's strategic objectives of improving customer retention and.
• Served as the liaison between Service Operations and new outsourced vendor for call triage. Developed SOP and led quality calibration calls with vendor.
• Represented Agent Service Operations in project to refine and calibrate performance competencies, implemented across all Service Operations sites in Q1 2013.
• Created template for real-time call evaluations and led efforts to implement it across all Service Operations sites in Q3 2012.