Mitchell Keller Email & Phone Number

Coordinate project initiatives, from scoping to embedding, within the assigned business unitusing QBE methodologies and processes. Coordinate operational team meetings and documentthe key takeaways and next steps. Within the assigned business unit work to improve thetechnical capabilities, operational efficiencies and customer service. Work closely with theService Excellence Team for quality initiatives, process improvement, and automation projects.Act as the IT focal point, including liaison point for funding of IT projects.

Denver, Colorado

Utilizing standardized procedures, receives calls from repair facilities and customers holding apolicy and completes evaluation according to the terms and conditions of the policy to ensurecost effectiveness and meeting customer needs. Policies supported include RV or auto claims.Provide timely, personalized and quality customer service to both internal and externalcustomers• Determine validity and adequacy of dealer repair orders and loss reports, ensure parts andlabor charges are accurate and reasonable• Enter information into claims software to document claim and verify parts and labor pricing,and to adjust and settle claims• Respond to inquiries from customers according to the terms and conditions of the policy• Provide accurate and timely information to internal and external stakeholders by utilizingsubject matter expertise on policies• Collaborate with team by escalating issues to upper level claims professionals to facilitate theaccurate assessment of complex exposures• Contribute to a positive work environment by demonstrating cultural expectations andinfluencing others to reward performance and value “can do” people, accountability, diversityand inclusion, flexibility, continuous improvement, collaboration, creativity and fun

Greater Denver Area

Provide weekly scorecards of observations, recommendations, and action plans to the Business Management and Training teams to drive quality in the campaign. Measuring the effectiveness of accuracy of reviews, and preparing and conducting internal/client calibrations are primary functions. Provide Quality audits for the campaign while maintaining effectiveness and target efficiency to ensure client requirements are met. Investigations, reviews, recommendations, and communication are primary functions.Develop and establish quality assurance measures and testing standards for new applications, products, and/or enhancements to existing applications throughout their development/product life cyclesprimary objective of a SQA is to analyze and report data from all available sources and provide recommendation on how to drive quality improvement and meet the client’s objectives. Monitor the effectiveness and efficiency of Team Lead audits as well as their coaching completion and communicate gaps.Develop and carry out S.M.A.R.T. goals for TL’s to coach agents to improving teams overall CSAT by 7% in the fist 90 days.

Sedalia, Co

• Manage facility operations and support the foundations castle construction, preservation, and renovation and sustainment projects. • Involvement project management and creation of on-going maintenance programs preventive maintenance. Responsibilities also include the creation, monitoring and publishing of related facilities metrics as well as the creation of and adhesion to facility space build out standards.• Interface with architects and MEPF engineers on facility construction projects at design stage to identify/insure build-out standards are adhered to• Work with architect, engineer and construction manager to identify alternative designs on all projects and present alternatives to reduce cost and maintain quality and schedules (value engineering)• Manage external vendors, design consultants, CM, sub-contractors to receive and deliver input on technical design that affect the castle’s historical value.• Establish and coordinate preventive/predictive maintenance programs at all facilities to eliminate unscheduled downtime focusing on critical systems• Develop and publish facilities operating metrics to include: PM schedule, cost and compliance, work order performance, expense spending against budget, facility capacity and occupancy data

Englewoow, Co

Account Manager Jul 2009 – May 2014• Utilize organizational and time management to surpass expectations while maintaining integrity and quality • Identified, planned, and managed wireless network migration of equipment and applications for business customers from beginning to end validating success at 98%• Implement strategic projects to identify clients for revenue stream opportunities and contract renewal• Drive issue resolution through adaptive processes and root cause analysis, sharing best practices to proactively prevent escalation• Organize various internal departmental relationships (sales, offline, field, and tech support) to ensure issue resolution• Create/adapt reporting & analysis to support contract accuracy, reduce escalation, and improve customer satisfactionNational Sales Support Dec 2007 – Jul 2009• Responsible for inbound calls pertaining to invoicing, activations, sales, service calls for multiple sales channels for consumer accounts.• Improved rapport with sales during extended procedures to ensure quality and promote the Sprint brand.• Utilized for floor support and coaching for production and training representatives• Selected for pilot program in department to cross-train representatives and review system capabilities/limitations with a management.• Managed issue resolution while adhering to specific quality guidelines and call metrics

Aurora

• Selected for in branch employee coaching for production and training to ensure successful day to day operations• Maintain comprehensive knowledge of all deposit and loan products to ensure customer loyalty and drive revenue.• Provided technical support and assistance to the branch on all aspects of the bank’s core banking system and supported routine user and system maintenance needs.

Aurora

• Maintained 100% accuracy on monthly/quarterly employee and branch operation audits to ensure compliance with all Federal and State regulations• Coached employees to achieve a comprehensive knowledge of all deposit and loan products to ensure customer loyalty and drive revenue.• Directs tellers for staffing and appropriate client coverage

Accounting And Finance, `

Education record