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Kristin Kaiser profile image

Kristin Kaiser

Senior Manager, Operations Project Management at DIRECTV
Intro Book
Seasoned program manager delivering customer-centric solutions.
  • Claim this Profile
Location
Meridian, Idaho, United States, US
Skills
  • Process Improvement
  • Training
  • Customer Satisfaction
  • Customer Service
  • Customer Experience
  • Show all
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Bio

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Kristin Kaiser is a seasoned program manager with 25 years of experience in customer satisfaction, process improvement, and team building. She has a strong background in project management, business process improvement, and vendor management.

Credentials

  • Operations Strategy for Business
    LinkedIn
    Sep, 2023
    - Apr, 2026
  • Six Sigma: Green Belt
    LinkedIn
    Jul, 2023
    - Apr, 2026
  • Building a Diverse Professional Network
    LinkedIn
    Jun, 2023
    - Apr, 2026
  • Conscious Leadership
    LinkedIn
    Jun, 2023
    - Apr, 2026
  • Leadership Foundations
    LinkedIn
    Jun, 2023
    - Apr, 2026
  • Salesforce Tips
    LinkedIn
    Jun, 2023
    - Apr, 2026
  • Developing Business Acumen
    LinkedIn
    May, 2022
    - Apr, 2026
  • Setting Team and Employee Goals Using SMART Methodology
    LinkedIn
    Apr, 2022
    - Apr, 2026
  • Communicating with Diplomacy and Tact
    LinkedIn
    Nov, 2021
    - Apr, 2026
  • The Six Biases of Decision-Making
    LinkedIn
    Oct, 2020
    - Apr, 2026
  • Design Thinking: Understanding the Process
    LinkedIn
    Aug, 2020
    - Apr, 2026
  • John Maeda on Design, Business, and Inclusion
    LinkedIn
    Jul, 2020
    - Apr, 2026
  • Lean Six Sigma Foundations
    LinkedIn
    Jul, 2020
    - Apr, 2026
  • Managing Project Benefits
    LinkedIn
    Jul, 2020
    - Apr, 2026
  • Writing a Business Case
    LinkedIn
    Jul, 2020
    - Apr, 2026
  • Six Sigma Foundations
    LinkedIn
    May, 2020
    - Apr, 2026
  • LinkedIn Learning Highlights: Project Management
    LinkedIn
    Mar, 2020
    - Apr, 2026
  • Project Management Simplified
    LinkedIn
    Jan, 2020
    - Apr, 2026
  • Being Positive at Work
    LinkedIn
    Dec, 2019
    - Apr, 2026
  • Project Management Foundations [2016]
    LinkedIn
    Dec, 2019
    - Apr, 2026

Experience

  • DIRECTV
    • United States
    • Entertainment
    • 700 & Above Employee
    • Senior Manager, Operations Project Management
      • Oct 2022 - Present

    • Senior Business Manager
      • Sep 1998 - Present

      DIRECTV, Senior Business Manager*Program manager, driving performance to meet program goals*Identify performance gaps, solutions, develop and implement solutions.DIRECTV, Lead, Customer Care Process Improvement*Conduct root cause analysis; analyze processes, performance and quality metrics to identify improvement opportunities.*Identify performance gaps, identify solutions, develop and implement solutions.*Manage multiple projects and project teams.*Work with cross-functional teams to ensure customer care impact is identified and represented during the creation and implementation of initiatives and projects. DIRECTV, Account Management Specialist*Communication and process improvement specialist for the Office of the President and Account Management team.*Maintain and manage internal policy and process documents.*Focused on streamlined customer centric processes that maintain business integrity and result in increased productivity.*Collaborate with cross-functional teams to ensure processes meet the business and customer needs.*Effectively translate departmental responsibilities and objectives into clear action plans and working processes.*Monitor incoming escalation volume and trends to ensure employees have the tools necessary to efficiently process escalations.*Report on emerging, closed, and persistent issues, and present recommendations for solutions.*Partner with IT and customer care liaisons to identify, escalate, and address system breakage and customer affecting issues, and assist with the creation of customer care communications.

  • US Bancorp
    • Universal Teller/Stand-in Teller Supervisor
      • Jun 1997 - Sep 1998

      Provide excellent customer service while processing financial transactions such as withdrawals, advances, payments, etcFollowed established policy and procedures while processing transactions in an effort to minimize losses.Keep a balance cash drawer and assisted in keeping the main vault balanced daily.Developed training materials and conducted training to assist in the transition from one banking system to another.

Education

  • 2008 - 2010
    University of Phoenix
    Associates, Art of Business
  • 1999 - 2001
    Boise State University

Suggested Services

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Industry Focus. “Business Process Improvement”

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