Kalei Guedel
Chicago,IL
Summary
BUSINESS OPERATIONS PROFESSIONAL
Dynamic Business Operations Leader with a proven track record in streamlining processes and driving operational excellence. Dedicated to identifying and resolving challenges to optimize efficiency and drive business growth.
Project Management Problem Solving Program Development
Process Improvement Employee Training Leadership
Communication Emotional Intelligence Teamwork
Overview
8
8
years of professional experience
Work History
Strategy & Operations Associate Manager
ALLSTATE INSURANCE COMPANY
Northbrook, IL
07.2023 - Current
- Restructured 2023-2026 program goal framework, enhancing strategic planning through dynamic changes and integrated market share
- Streamlined program communications and created the manual program contributors distribution list, improving collaboration across departments and providing a valuable resource for tax credit considerations
- Overhauled the 2024 calendar, significantly improving organization and visual clarity for more effective planning.
Customer Experience Process Manager
AVAIL CAR SHARING, Allstate Company
Chicago, IL
02.2022 - 07.2023
- Led a team that resolved, customer escalations, established SOPs, and implemented process improvements based on customer feedback
- Refined escalation handling processes, reducing volume by over 50% and customer response time by 3 days
- Managed cross functional projects including ops, legal, trust & safety, and biz dev to remove unwanted assets from the platform
- Implemented risk mitigation policies by analyzing borrower behavior which reduced late returns and severe fees by 65%
Trust & Safety Operations Consultant
07.2021 - 02.2022
- Scaled Trust & Safety operations by creating a specialized team and automating the vehicle late return process resulting in 90% improvement in response time adherence and a reduced case queue by 200 cases
- Forecasted agent labor requirements by analyzing historical case data to improve the annual budgeting process
- Led initiatives to reduce vehicle recovery time from 25 days to ~10 days by improving partnership with recovery vendor
- Reduced the time to file a vehicle as stolen from 55 days to 30 days by streamlining the process saving $30K per month
Operations Launch Manager
07.2019 - 07.2021
- Successfully launched eight Avail Airport operations across the U.S., doubling the company’s national footprint within a year
- Developed Avail's Launch Playbook, defining 250+ critical tasks across all business functions to successfully launch a new location
- Led site training for managers & staff by creating operational presentations, facilitating hands-on demonstrations, and conducting customer role playing scenarios which resulted in a fully functioning operation within one week
- Took initiative to provide ongoing training support for fifteen operations managers and their staff while prepping for next launch
Telematics Educational Consultant
ALLSTATE NEW JERSEY
Bridgewater, NJ
07.2018 - 07.2019
- Conducted in-agency telematics consultations about Allstate’s data driven technology, Allstate Mobile, and a streamlined customer onboarding process to ensure agency education resulting in a customer adoption increase of 40%
- Sold private agency owners on new customer digital experiences resulting in NJ region having the highest telematics user adoption
- Presented consultation to senior leadership because the agent results were outperforming all other educators on the team
Digital Deployment Analyst
ALLSTATE INSURANCE COMPANY
Northbrook, IL
01.2018 - 07.2018
- Improved Allstate’s website accessibility score to over 90% compliant by detecting errors in frontend code
- Developed process and created training on how to deliver and maintain an ADA compliant website
Senior Marketing Analyst
07.2017 - 01.2018
- Managed end to end digital marketing tests from design to implementation for 89 tests on Allstate’s major homepages
- Organized process for managing tests and implementation process resulting in tests deploying to the website quicker
Education
BS - Business: Marketing and International Business
GPA: 3.73/4.00, Magna Cum Laude, Top 100 Students 2013 – 2017
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Spring 2016
Skills
- TECHNICAL SKILLS
- MS Office Salesforce Google Suite Slack Jira Confluence Asana Absorb LMS Mural
Interests
ORGANIZATIONS & SERVICE
, PEAK (Partnership to Educate and Advance Kids) - Holy Trinity High School, Mentor Chicago, IL (2023 – Present)
PAWS Animal Shelter, Volunteer Chicago, IL (2023 – Present)
Soul City Church, Childcare volunteer and member Chicago, IL (2021 – Present), INTERESTS
, Fitness Classes Running Hiking Reading Podcasts Puzzles (jigsaw, number, and logic)
Work Preference
Work Type
Full TimeLocation Preference
HybridImportant To Me
Work-life balanceCompany CultureWork from home optionPaid time offCareer advancementCertification
- Certified Group Fitness Instructor - American Council on Exercise (ACE).
Timeline
Strategy & Operations Associate Manager - ALLSTATE INSURANCE COMPANY
07.2023 - Current
Customer Experience Process Manager - AVAIL CAR SHARING, Allstate Company
02.2022 - 07.2023
Trust & Safety Operations Consultant -
07.2021 - 02.2022
Operations Launch Manager -
07.2019 - 07.2021
Telematics Educational Consultant - ALLSTATE NEW JERSEY
07.2018 - 07.2019
Digital Deployment Analyst - ALLSTATE INSURANCE COMPANY
01.2018 - 07.2018
Senior Marketing Analyst -
07.2017 - 01.2018
Butler University, Lacey School of Business - BS, Business: Marketing and International Business
Universitat Autónoma de Barcelona - ,
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