Kaitlin Lewis
Everett,WA
Summary
Results-driven Operations Specialist with over 7 years of experience in leadership roles, specializing in business transformation, operational efficiency, and team management. Demonstrated ability to drive organizational success through strategic initiatives and process optimization. Skilled in crafting Standard Operating Procedures, leading User Acceptance Testing, and implementing workflow enhancements. Experienced in overseeing comprehensive escrow processes, fostering a culture of mentorship, and guiding teams to achieve peak performance. Seeking to leverage expertise in operations management and business transformation to drive growth and success in a challenging environment.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Sr. Enterprise Client Implementation Specialist
Endpoint
03.2024 - Current
- Conducted postmortem analyses on file-related issues for executive teams, delivering strategic recommendations for system and operations improvement, resulting in enhanced reliability and efficiency.
- Maintained up-to-date knowledge of industry trends and best practices in order to provide the most relevant solutions for clients'' businesses.
Sr. Operations Manager, Business Transformation Team
Endpoint
08.2023 - 02.2024
- Recognized by the COO for exemplary work in User Acceptance Testing and Standard Operating Procedure writing, along with the Business Transformation Team, which significantly contributed to the successful transition into a new system, ensuring smoother operations and enhancing overall efficiency.
- Worked closely with senior leadership to align business transformation efforts with strategic goals and objectives, driving coherence and productivity across the organization.
- Led the development and implementation of Standard Operating Procedures for offshore teams, ensuring alignment with the new application framework and enhancing workflow coherence organization-wide.
- Supported change management initiatives by managing the execution of business transformation initiatives, including implementing new processing applications across onshore and offshore teams.
- Played a pivotal role in enhancing operational efficiency through various initiatives, including crafting and integrating Standard Operating Procedures tailored for AI chatbot and critical processing applications.
- Facilitated User Acceptance Testing for new processing applications, ensuring functionality met user expectations and supporting the smooth transition of the operations team onto the new system.
Sr. Operations Manager, HUB
Endpoint
01.2023 - 07.2023
- Led a dynamic, multi-level team of 2 direct reports and 10 indirect reports, overseeing comprehensive escrow processes, streamlining order management, curative tasks, loan processing, document handling, and disbursements.
- Played a pivotal role in aligning company priorities and long-term objectives through transparent communication with senior executives, fostering knowledge-sharing and cross-team collaboration to identify and address operational inefficiencies, thereby optimizing overall effectiveness.
- Applied relevant metrics to inform the development and implementation of strategies focused on enhancing team performance and operational efficiency, resulting in tangible improvements across key performance indicators.
- Implemented initiatives that improved efficiency, including reducing order entry time by 25% during peak periods, contributing to smoother operations and increased productivity.
- Cultivated a high-performance culture by implementing positive reinforcement and incentive programs to motivate team members.
- Fostered a culture of mentorship and professional development, actively guiding team members to refine their leadership skills and pursue their career aspirations.
- Established and nurtured relationships with offshore support teams, ensuring seamless synergy between them and process teams.
- Provided guidance and mentorship to emerging leaders, fostering their professional growth and development.
- Maintained adherence to regulatory criteria and compliance standards for high-value fund management within escrow teams, overseeing daily transactions.
Operations Manager
Endpoint
09.2021 - 01.2023
- Directed the optimization of escrow processes within a multi-tiered team structure, overseeing a team of 4 direct reports and 12 indirect reports, emphasizing open order management, curative work, and loan processing, while effectively managing and mentoring team members across various levels to ensure smooth operations and foster professional growth and development.
- Employed innovative problem-solving and effective team management to ensure timely task completion, consistently driving high client satisfaction and business success.
- Implemented strategic leadership techniques and upheld meticulous attention to detail to streamline workflows, enhancing operational efficiency.
- Mentored team members to foster their professional growth and development, contributing to significant improvements in error rates.
Sr. Closing Coordinator, Team Lead
Endpoint
04.2021 - 09.2021
- Led and supervised a team of 6 Senior Closing Coordinators, providing guidance and support in managing the end-to-end lifecycle of escrow transactions.
- Upheld impeccable standards of service delivery, ensuring that client expectations were consistently met or exceeded.
- Acted as the primary escalation point for both my team and supporting teams, resolving issues promptly to maintain transaction flow and minimize disruptions.
- Empowered the team through strategic leadership and collaborative efforts, fostering a culture of excellence and driving efficiency.
- Implemented diligent oversight to ensure seamless operations, addressing challenges efficiently and effectively.
Sr. Closing Coordinator
Endpoint
01.2021 - 04.2021
- Played a pivotal role in overseeing the lifecycle of 40-50 escrow transactions monthly, ensuring their smooth execution from start to finish.
- Maintained high standards of service delivery, ensuring that client expectations were consistently met or exceeded throughout the escrow process.
- Served as an escalation point for supporting teams, promptly addressing challenges or inquiries to maintain transaction flow.
- Fostered a knowledgeable and capable team through collaborative teaching and hands-on support, resulting in improved efficiency and effectiveness in escrow processes.
- Actively contributed to the development of supporting teams by providing guidance and sharing expertise to enhance their understanding and efficiency in handling escrow transactions.
Escrow Assistant
Chicago Title
08.2016 - 12.2020
- Supported the multiple Escrow Officers in ensuring smooth and efficient transaction execution, contributing to the closing of 40-50 transactions monthly through meticulous attention to detail and effective coordination.
- Operated in a senior capacity, showcasing a high level of competency and responsibility in handling complex escrow matters.
- Made valuable contributions to the overall success of the escrow team by consistently delivering high-quality support and maintaining operational excellence.
- Provided crucial support to multiple Escrow Officers, contributing significantly to the management and processing of various transactions.
- Managed diverse tasks such as fund collection, curative clearing, loan processing, and disbursement facilitation, demonstrating versatility and adaptability.
Leasing Consultant
Fairfield Residential
01.2016 - 01.2016
- Collaborated closely with property management teams to uphold tenant satisfaction and enforce lease agreements.
- Demonstrated commitment to exceptional customer service, ensuring a positive leasing experience for both tenants and property owners.
- Successfully marketed properties through various channels to attract potential tenants.
- Addressed tenant inquiries promptly and effectively to facilitate the leasing process.
- Conducted informative and engaging property tours to showcase features and amenities.
- Maintained high standards of property upkeep and cleanliness to enhance tenant experience.
- Adhered to leasing regulations and guidelines to ensure compliance and mitigate risks.
Store Co. Manager
Sports Authority
01.2014 - 01.2016
- Partnered with the Store Manager in implementing innovative visual merchandising strategies, resulting in a 1% increase in sales over time, while maintaining a focus on achieving sales targets, enhancing customer satisfaction, and maximizing profitability.
- Provided strong leadership and guidance to store staff, cultivating a positive work environment and fostering teamwork, motivation, and productivity.
- Managed inventory control processes, consistently monitoring sales performance metrics, and implementing action plans to drive sales growth while prioritizing exceptional customer service.
- Conducted effective training sessions to improve product knowledge, refine sales techniques, and enhance customer service skills among team members.
Sales, Team Lead
Sports Authority
01.2013 - 01.2014
- Spearheaded sales initiatives and provided guidance to the sales team to ensure the achievement of sales targets and exceptional customer service.
- Led by example, surpassing sales targets, notably selling protection plans at twice the expected rate, motivating and coaching team members to enhance their product knowledge, refine sales techniques, and elevate customer interaction skills, fostering a culture of excellence within the team.
- Contributed to the development and implementation of strategies to drive sales growth and improve overall store performance through effective communication and collaboration with management.
- Facilitated training sessions and conducted regular performance evaluations to optimize team efficiency and productivity.
Operations, Team Lead
Sports Authority
01.2013 - 01.2013
- Instilled a customer-centric culture within the team, emphasizing the importance of delivering personalized service and exceeding customer expectations.
- Primarily focused on ensuring exceptional customer service and maintaining compliance with company policies and procedures.
- Implemented training programs and conducted regular coaching sessions to empower team members with the necessary skills and knowledge to provide outstanding service.
- Meticulously monitored and enforced compliance with operational protocols, including inventory management procedures, safety regulations, and quality standards, consistently maintaining an exceptional score of 95% or above.
- Through continuous evaluation and improvement initiatives, contributed to enhancing the overall customer experience while ensuring adherence to company guidelines and industry regulations.
Customer Service, Lead
Sports Authority
01.2012 - 01.2013
- Excelled in delivering exceptional service while leading cashiering duties, ensuring efficient transaction processing, resolving inquiries, and providing guidance to team members during peak periods.
- Cultivated positive relationships with customers, prioritizing their satisfaction and contributing to smooth operations.
- Actively participated in training sessions to enhance product knowledge and improve the overall shopping experience for customers.
Education
Associate's Degree -
Everett Community College
Everett, WASkills
- Strategic Planning
- Operations Management
- Project Management
- Change Management
- Performance Management
- Risk Management
- Optimization
- Collaborative Problem Solving
Certification
Limited Practice Officer - Washington State Bar Association, 11305
Timeline
Sr. Enterprise Client Implementation Specialist
Endpoint
03.2024 - Current
Sr. Operations Manager, Business Transformation Team
Endpoint
08.2023 - 02.2024
Sr. Operations Manager, HUB
Endpoint
01.2023 - 07.2023
Operations Manager
Endpoint
09.2021 - 01.2023
Sr. Closing Coordinator, Team Lead
Endpoint
04.2021 - 09.2021
Sr. Closing Coordinator
Endpoint
01.2021 - 04.2021
Escrow Assistant
Chicago Title
08.2016 - 12.2020
Leasing Consultant
Fairfield Residential
01.2016 - 01.2016
Store Co. Manager
Sports Authority
01.2014 - 01.2016
Sales, Team Lead
Sports Authority
01.2013 - 01.2014
Operations, Team Lead
Sports Authority
01.2013 - 01.2013
Customer Service, Lead
Sports Authority
01.2012 - 01.2013
Associate's Degree -
Everett Community College
Limited Practice Officer - Washington State Bar Association, 11305
Similar Profiles
Brittany PatrickBrittany Patrick
Senior Customer Experience Representative at EndpointSenior Customer Experience Representative at Endpoint
Jason CambridgeJason Cambridge
Cybersecurity Analyst at Trellix Endpoint SecurityCybersecurity Analyst at Trellix Endpoint Security
Kenyon MuhammadKenyon Muhammad
Student Computer Tech at Endpoint Tech SoulutionsStudent Computer Tech at Endpoint Tech Soulutions