Kayla Mullens
Maurice,IA
Summary
Self-motivated Quality Assurance Analyst with outstanding oral and written communication skills, with twelve years of leadership success across multiple lines of work. Demonstrated leadership, organizational, interpersonal and logistical skills. Effective, tactful, and diplomatic communicator with excellent analytical and presentation skills.
Overview
12
12
years of professional experience
Work History
Quality Assurance Analyst
Epiq Global
11.2021 - Current
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Collaborated with cross-functional teams for successful completion of projects within deadlines.
- Reported progress, test metrics and results to project stakeholders and clients. Fostered positive relationships with internal and external partners through effective communication.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
- Acted as a liaison between the QA team and other departments such as Client Services Contact Center, Disbursements and Financial Team, and Project Teams, ensuring effective communication throughout all stages of the project lifecycle.
- Organized and maintained work environment to allow for maximum productivity.
- Developed reports and materials for key stakeholders related to quality goals, progress and challenges. Ensured customer satisfaction by verifying over 200 deliverables met specifications as intended before delivery.
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
Training/Administrative/Warfare Readiness Officer
United States Navy Reserves
01.2017 - Current
- Manage readiness to deploy for entire command; overall responsible for 43 personnel
- Oversee daily operations to determine and mitigate safety and financial risks to both Third Party customers and the United States Navy
- Monitor, evaluate, and report to senior leadership on several programs and keep high attention to detail of effectiveness of said programs to ensure that the unit is always deployment ready
- Administratively responsible for all individual and unit awards, official letters, supporting documents, and documentation for the command
- Responsible for tracking completion of all compliance training for direct reports
- Compile and implement new training styles to meet objectives in a more time sensitive manner and provide feedback to my reporting senior
- Hand-picked by unit Commanding Officer for the last two years as the Action Officer for Annual Training
- Responsibilities included leading and managing 5-8 personnel to ensure that we would meet mission objectives through creating rotating work schedules, ensuring communications with other units were satisfactory, and reporting all risks, procedures, successes, and opportunities to my senior authority
- SharePoint Manager and Information Security manager directly responsible for managing the information security and security clearance of the entire command
- Oversee that Third Party communications and instructions are carried out in accordance with Navy regulations
- Deliver guidance to assist in the assurance that regulations are met
- Schedule and conduct training to ensure compliance with all Navy regulations and guidance.
Quality Assurance Analyst
Wells Fargo & Company
12.2018 - 11.2021
- Evaluate case intake, distribution, research, communication and/or resolution, ensuring customer issues are addressed while maintaining compliance with internal company requirements and standards and/or agency or government regulations
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Ensure identified risks and/or problems are clearly documented and interacts with appropriate parties for timely resolution with a high attention to detail
- Ensure corrective action on exceptions and problems identified
- Identifies risks and problem areas and recommend improvements
- Mentored and coached team members on QA topics and strategies.
- Proficient in the following systems: ECMP, Universal Workstation, FDR, Hogan, EITS, ECaR, SVP, AXCIS, and CDRS
- Remain knowledgeable and up-to-date on all necessary consumer financial regulations to include Reg B., Reg E., Reg
- P., Reg
- Z., and UDAAP.
Escalated Case Specialist
Wells Fargo
12.2018 - 12.2020
- Work as a high level escalation researcher for customer complaints that services the needs of internal employees, external customers, and business associates to optimize customer experience
- Collaborate with Operational Risk, Compliance, and Quality Assurance team members to ensure complete and accurate reporting of complaints
- Translate and summarize data from multiple sources into understandable, actionable information and recommendations for internal employees and external customers in a way that is understood on basic levels
- Report all findings to leaders and business partners and ensure that every case is reviewed for legal, regulatory, or ethical implications and addressed appropriately
- Maintain high attention to detail and provide risk mitigation to ensure that all cases are reviewed appropriately to ensure customer's complaints and/or allegations are addressed
- Knowledge and understanding of banking regulations, compliance, policies, process, and procedures.
Customer Service Representative 2 (Banker Connection)
Wells Fargo
11.2017 - 12.2018
- Proficient in Hogan, Store Vision Platform (SVP), and navigating internal websites and resources
- Assist Bankers by answering questions and advising on issues related to customer accounts, products, and policies / procedures to help them meet our customers' needs and succeed financially
- Maintain high attention to detail and provide risk mitigation to ensure that I am in compliance with all procedures to ensure first contact resolution to all problems presented
- Trained as a Nesting Experienced Trainer to help with our New Hire program to ensure that new hires receive the best possible training and are ready to perform at standard after their new hire process
- Knowledge and understanding of banking regulations, compliance, policies, process, and procedures
- Participate in quarterly training to ensure up to date understanding of Wells Fargo policies and regulations.
Training/Warfare Readiness Officer
United States Navy
01.2014 - 05.2016
- Analyzed all risks within the training and warfare readiness scope of responsibility and reported both risks and mitigation solutions to higher level of authority
- Responsible for tracking completion of all compliance training for direct reports
- Developed and implemented a framework for successful dealings with future third party requisitions and carrying out previously planned operations
- Created and implemented reporting requirements for this program
- This framework was then incorporated by other departments for communications and transactions outside of our unit
- Managed the training and compliance for 11 ships by scheduling training exercises, conducting training classes, and ensuring that all ships were in compliance with policies and procedures for training outcomes
- This included monitoring and evaluating several programs with a high attention to detail
- Analyzed the cost benefit of schooling and position filling for the ships and ensured the departments were compliant with policy if there was an exception to the requirements
- Manipulated the budget to fit quarterly training needs
- When the budget was insufficient the proper paperwork would be prepared and funds requested to ensure proper training and readiness
- Ensured communications between ships and third party companies to schedule the required ammunition was successfully on loaded or offloaded from the ship
- Oversaw third party communications and instructions were carried out in accordance with Navy regulations
- Delivered guidance to assist in the assurance that all unis were in compliance
- Calculated and mitigated the risks associated with supply movements and the cost analysis of expedited transfers.
Division Officer
United States Navy
01.2012 - 01.2014
- Responsible for implementing a new training program for SAR swimmers to lessen the drop-out rate
- Reported the training, effectiveness, and financial information to reporting senior as well as higher levels of authority
- Maintained all records of divisional work, safety compliance, required training, and all infractions and rectifications of any of the above
- Responsible for compliance training completion for all direct reports
- Supervised inventory and cost effectiveness of spending practices within my division
- Managed the day to day activities and schedules of 45+ personnel while managing several other high profile programs; to include certifying and maintaining the shipboard Search and Rescue (SAR) Program, general operation, refurbishment and upkeep of the ship's gym facilities, and overseeing the ongoing maintenance of two work centers
- These work centers were the focal point of go/no go criteria for our ship's ability to deploy.
Education
Norfolk, VA
01.2013
Officer Candidate School -
Newport, RI01.2012
Bachelor of Science - Resource Conservation
University of Montana
Missoula, MT01.2011
Basic Firefighter Type II Course -
Basic Firefighter Type II Certification
Lewistown, MT01.2007
Skills
- Quality Assurance
- Quality processes
- Mentoring and training
- Policy and procedure improvements
- Issue Resolution
- Root Cause Analysis
- Quality management knowledge
- Collaboration and communication
- Critical thinking abilities
- Group Presentations
Key Skills Qualifications
- Presenting to Senior Leaders
- Strong interpersonal skills / Ability to work independently
- Reporting & Analysis
- Quick learner
- Operational Risk
- Highly detailed and accuracy oriented
- Customer Complaints
- Thrive under pressure in fast paced environments
- Business Process Improvement
- Creative and resourceful problem solver
- Compliance
- Excellent verbal, written, & interpersonal communication skills
- Relationship Management
- Outstanding professional attitude and work ethic
- Security Clearance
- Strong multi-tasking, prioritizing and organizational skills
- Program Management
- Information Security
- Management & Administration
- Risk analysis & assessment
- Community Banking
- Proficient in Consumer Financial Regulations
- Prioritize work and ability to meet tight deadlines
Timeline
Quality Assurance Analyst
Epiq Global
11.2021 - Current
Quality Assurance Analyst
Wells Fargo & Company
12.2018 - 11.2021
Escalated Case Specialist
Wells Fargo
12.2018 - 12.2020
Customer Service Representative 2 (Banker Connection)
Wells Fargo
11.2017 - 12.2018
Training/Administrative/Warfare Readiness Officer
United States Navy Reserves
01.2017 - Current
Training/Warfare Readiness Officer
United States Navy
01.2014 - 05.2016
Division Officer
United States Navy
01.2012 - 01.2014
Officer Candidate School -
Bachelor of Science - Resource Conservation
University of Montana
Basic Firefighter Type II Course -
Basic Firefighter Type II Certification
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