Kathleen Wiles
Process Improvement and Training Specialist at Finance of America Home Improvement- Claim this Profile
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Bio
Credentials
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Instructional Design
Association for Talent Development (ATD)Oct, 2019- Nov, 2024
Experience
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Finance of America Home Improvement
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United States
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Financial Services
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1 - 100 Employee
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Process Improvement and Training Specialist
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May 2021 - Present
Acclimate company new hires to the business and conduct orientation sessions Direct and deliver structured learning experience for contact center hires and proctor final exam Direct and deliver structured learning experience for division-wide training on new product/process launches Create and maintain process documentation for cross-departmental use Coordinate software testing sessions to detect bugs/errors and request system alterations Create and publish product, system and process updates/announcements, both company-wide and team specific Create and develop multimedia (audio/video) content for internal company announcements, external promotional process videos and IVR process. Assess contact center knowledge through call evaluations and monthly quizess to ensure continued product and system knowledge Complete evaluations for cross-functional Operations Teams using established interaction monitoring guidelines Monitor and process mailing operations of adverse action letters and financial document requests Show less
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Renovate America
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United States
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Financial Services
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1 - 100 Employee
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Process Improvement and Training Specialist
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Jul 2019 - Apr 2021
Acclimate company new hires to the business and conduct orientation sessionsDirect and deliver structured learning experience for contact center hires and proctor final examCreate and maintain process documentation for cross-departmental useCreate and publish product, system and process updates/announcements, both company-wide and team specificAssess contact center knowledge through call evaluations and monthly quizess to ensure continued product and system knowledgeComplete evaluations for cross-functional Operations Teams using established interaction monitoring guidelines Monitor and process mailing operations of adverse action letters and financial document requests Show less
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Customer Experience Engineer - Quality Assurance
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Jan 2018 - Jul 2019
Complete weekly evaluations for cross-functional Operations Teams using established interaction monitoring guidelines Provide written and verbal feedback to representatives on areas to improve performance, procedures, and driving towards an Effortless ExperienceMaintain current knowledge of updated product/services, and process changes for operationsParticipate in regular calibration sessions to ensure alignment with evaluation scoringAssist in providing trend and actionable data to management teams and OpEx, as neededMake recommendations for monitoring changes and enhancements based on identified trendsCreated single scalable form for evaluating external and internal interactions within individual departments Show less
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Program Service Lead
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Jul 2017 - Jan 2018
First Level point of contact for escalations, complicated account management or at risk filesChampion issue resolution with both internal and external customers with both timely follow up and thorough resolution Perform weekly required quality assurance evaluations for various communications throughout the DepartmentServe as subject matter expert for questions, training and assigned projectsAttend weekly meetings to assist in identifying areas of departmental improvement, present actions plans and support in end-to-end resolutionMaintain levels of confidentiality with both business and employee information Show less
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Program Services Representative
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Feb 2016 - Jul 2017
Provide property owners and contractors assistance and support on the phoneCollect energy-efficient home improvement product and financing information to approve projects for financingProvide over the phone sales support to contractors while in-home with property ownersWork with cross-functional teams to increase application and funding metrics and improve and standardize the customer experience and financial processStrive to meet both independent and team goals for productivity and qualityEnsure property owner's private informations remains safe and secure Show less
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PBM Images, Inc.
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Greater San Diego Area
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Field Operations Lead, Office Assistant
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Oct 2007 - Sep 2017
Coordinate and oversee contracted jobs to run smoothly onsite Train employees and assist with employee/customer questions Streamlined customer service training process for new hires Prepare clerical bags for jobs, cash for deposits and deposit checks Prepare and check forms for submission Coordinate and oversee contracted jobs to run smoothly onsite Train employees and assist with employee/customer questions Streamlined customer service training process for new hires Prepare clerical bags for jobs, cash for deposits and deposit checks Prepare and check forms for submission
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Multimedia Technician
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Jul 2012 - Jul 2017
Coordinate schedule to ensure a technician is available at services or eventsOperate sound board/computerEnsure items needed are present, working, and set up properly at each eventEntrusted with keys and security code to access building off-hours
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Main Office Assistant- On call
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Aug 2013 - Nov 2014
Answer phone calls, and respond to emails, provide various informationCreate/Finalize documents for approval and final printing
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Children’s Ministry Internship
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May 2014 - Aug 2014
Planned 2 weeks of summer activities for childrenCoordinated sign-ups, scheduling, facilities, volunteers and suppliesRe-arranged class sign-ups and facilities for easier use in future
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Kampgrounds of America, Inc.
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United States
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Recreational Facilities
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1 - 100 Employee
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Front Office Supervisor
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Sep 2013 - May 2016
Register guests upon arrival, inform them on campground and San DiegoMonitor— faxes, guest’s internet usage, unreviewed reservations, emailsMaintain and update storage through Microsoft AccessEntrusted with keys for multiple areas throughout property
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Special Activities Lead
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May 2009 - Sep 2013
Direct employees and activities provided by campground Entrusted with company card and vehicles to maintain activities stock
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Administrative Internship
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Feb 2013 - Apr 2013
Conducted social media campaignExecuted accounting process for clerical verification and daily depositsUtilized Quickbooks program for bill paymentEstablished online scheduling system and taught managers to use it
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Sids Carpet Barn Inc
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United States
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Construction
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1 - 100 Employee
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Order Desk Office Assistant- Contract Division
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Mar 2015 - Sep 2015
Create and update work orders on Sharepoint for a multitude of properties Answer phones and emails with pertaining information Create and update work orders on Sharepoint for a multitude of properties Answer phones and emails with pertaining information
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Aztec Shops, Ltd.
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United States
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Retail
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100 - 200 Employee
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Book Information Cashier
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Aug 2010 - Jan 2011
Cashier Handled high amount of information regarding scholarships, students, and faculty Located/ ordered/ purchase textbooks for students and faculty Handled phone calls about stock and orders Cashier Handled high amount of information regarding scholarships, students, and faculty Located/ ordered/ purchase textbooks for students and faculty Handled phone calls about stock and orders
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Education
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2010 - 2014
San Diego State University-California State University
Bachelor's Degree -
2006 - 2010
Bonita Vista High School
High School Diploma
Community
