Karen Keihani
Kannapolis,United States
Summary
Experienced Operational Risk Analyst with a strong focus on developing and maintaining effective processes to identify and reduce operational risk across various business units. Collaborates effectively with functional leaders and subject matter experts to drive strategic initiatives that enhance long-term operational excellence. Skilled at analyzing operational policies and procedures to align improvement efforts with performance gaps, resulting in improved efficiency and effectiveness throughout the organization.
Overview
15
15
years of professional experience
Work History
Operational Risk Analyst
Republic Finance
Charlotte NC
05.2020 - Current
- Responsible for executing formal test plans to ensure controls are operating effectively
- Work with stakeholders to provide monitoring and advisory support to ensure business objectives are achieved
- Perform root cause analysis and assist in corrective action planning, as needed
- Engage with the compliance team when appropriate; Solicits clarification and interpretations of new and existing regulations that affect the organization's current and future processes
- Oversee departmental processes that are adhered to while maintaining updated processes, procedure, and testing programs
- Responsible for ensuring department standards and goals are achieved
- Effectively collaborate with the appropriate business heads to support critical business projects
- Monitor and manage workflow to ensure the highest levels of efficiency
- Provide feedback to the operation teams on results and work with them on corrective actions and future reviews
- Subject Matter Expert for several lines of business (Repossession, Bankruptcy, legal, DSA, Charge-off’s, Central lending)
- Developed risk assessment matrices and templates to increase visibility of risks and facilitate decision making.
- Offered consultation on re-engineering techniques to improve process performance and product quality.
- Conducted meetings and generated reporting to support risk monitoring and management.
- Delivered presentations and training courses to promote best practices for techniques and processes.
Quality Assurance Analyst
Republic Finance
Charlotte NC
09.2019 - 05.2020
- Participates in delivery and execution of call monitoring formats and quality standards
- Perform call monitoring and provide trend data
- Provides actionable data to various internal support groups as needed
- Coordinates and participates in call calibration sessions
- Provides feedback to Quality Assurance Supervisor and Management Team
- Prepares and analyzes internal and quality reports for management staff meetings
- Participates in design of quality
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Reported progress, test metrics and results to project stakeholders.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout QA process.
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
- Acted as a liaison between QA team and other departments such as Development, Customer Support, and Product Management, ensuring effective communication throughout all stages of project lifecycle.
Quality Assurance Analyst
Continuum Global Solutions
Charlotte, North Carolina
06.2014 - 04.2020
- Participates in delivery and execution of call monitoring formats and quality standards
- Perform call monitoring and provide trend data
- Provides actionable data to various internal support groups as needed
- Coordinates and participates in call calibration sessions
- Provides feedback to Quality Assurance Supervisor and Management Team
- Prepares and analyzes internal and quality reports for management staff meetings
- Participates in design of quality monitoring forms and quality standards
- Participates in delivery and execution of call monitoring formats and quality standards
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Reported progress, test metrics and results to project stakeholders.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout QA process.
EXEC RESP/ESC REPEXEC RESP/ESC REP
Sprint Nextel
Charlotte NC
10.2009 - 05.2014
- Provided real-time assistance to call center agents and improved customer experience through fast resolution of issues
- Coach agents and provide feedback to supervisor relating to agent behaviors
- Effectively handle escalated customer service issues
- Subject Matter Expert for customer data application
- Responded to telephone inquiries of both basic and complex technical nature supporting Sprint’s products and services
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Enhanced company reputation by providing exceptional customer service and support.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
Education
Communications
Central Piedmont Community College
Charlotte, NCSkills
- Control testing
- Documentation Review
- Enterprise risk management
- Data Analytics
- Risk Mitigation
- Internal Controls
- Test Scheduling
- SharePoint
- Microsoft Excel
- Data Interpretation
- Quantitative Analysis
- Teamwork and Collaboration
- Time Management
- Attention to Detail
- Reliability
- Excellent Communication
- Organizational Skills
- Adaptability and Flexibility
- Decision-Making
- Self Motivation
- Analytical Thinking
- Professionalism
- Goal Setting
- Interpersonal Communication
- Time management abilities
- Written Communication
- Conducting investigations
- Audit Coordination
Timeline
Operational Risk Analyst
Republic Finance
05.2020 - Current
Quality Assurance Analyst
Republic Finance
09.2019 - 05.2020
Quality Assurance Analyst
Continuum Global Solutions
06.2014 - 04.2020
EXEC RESP/ESC REPEXEC RESP/ESC REP
Sprint Nextel
10.2009 - 05.2014
Communications
Central Piedmont Community College