Summary
Overview
Work History
Education
Skills
Timeline
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Kayla Piper

Mercersburg,PA

Summary

Encouraging leader and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

11
11
years of professional experience

Work History

Senior Operations Manager

Fiserv
02.2020 - Current
  • Spearheaded process improvements to reduce errors and increase overall quality in operations management.
  • Increased team productivity, providing ongoing training, coaching, and performance feedback to staff members.
  • Boosted employee retention rates through the development of a positive work culture, open communication, and professional growth opportunities.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.

Complaints Management/ Quality Team Leader

Fiserv
03.2019 - 02.2020
  • Developed standard operating procedures for consistent quality, ensuring adherence across all team members.
  • Identified trending/training opportunities and worked with Management Team to resolve.
  • Coached team members on best practices in quality assurance, fostering a culture of excellence and accountability.
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.

Quality Analyst

Fiserv
03.2016 - 03.2019
  • Streamlined onboarding process for new hires, resulting in reduced time to productivity.
  • Increased employee retention through engaging and relevant listening sessions tailored to individual needs.
  • Collaborated with department managers to identify skill gaps and develop targeted training interventions.

Case Management

Fiserv
05.2015 - 03.2016
  • Evaluated customer needs, policies and procedures to achieve customer service goal achievement.
  • Resolved issues promptly to drive satisfaction and enhance customer service.
  • Self-motivated, with a strong sense of personal responsibility.
  • Managed time efficiently in order to complete all tasks within deadlines.

Wells Fargo Priority Unit

Fiserv
11.2013 - 05.2015
  • Managed customer calls effectively and efficiently in complex, fast-paced and challenging call center environment.
  • Implemented strategies to improve customer retention and loyalty.
  • Excellent communication skills, both verbal and written.
  • Organized and detail-oriented with a strong work ethic.

Customer Service/ Gold Loyalty Team

Fiserv
01.2013 - 11.2014
  • Resolved issues promptly to drive satisfaction and enhance customer service.
  • Established positive client interactions through consistent delivery of excellent customer service.
  • Worked effectively in fast-paced environments.
  • Identified issues, analyzed information and provided solutions to problems.

Education

Medical Assisting -

Kaplan University
Hagerstown, MD

High School Diploma -

James Buchanan High School
Mercersburg, PA
05.2008

Skills

  • Operational Excellence
  • Employee Coaching
  • Productivity Improvement
  • Problem Solving
  • Customer Retention
  • Decision Making
  • Performance Management
  • Time Management

Timeline

Senior Operations Manager

Fiserv
02.2020 - Current

Complaints Management/ Quality Team Leader

Fiserv
03.2019 - 02.2020

Quality Analyst

Fiserv
03.2016 - 03.2019

Case Management

Fiserv
05.2015 - 03.2016

Wells Fargo Priority Unit

Fiserv
11.2013 - 05.2015

Customer Service/ Gold Loyalty Team

Fiserv
01.2013 - 11.2014

Medical Assisting -

Kaplan University

High School Diploma -

James Buchanan High School

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Kayla Piper