Keleigh Wheatley
Plainwell,Michigan
Summary
Quality Control & Customer Service Manager with 10 years of extensive expertise in process improvement, data analysis, and team leadership. Demonstrates a strong ability to enhance operational workflows, achieving a 95% accuracy in document control while driving team efficiency. Committed to delivering exceptional customer service and fostering a culture of continuous learning and development, utilizing advanced problem-solving and project management skills.
Overview
10
10
years of professional experience
Work History
Quality Assurance Manager
United Kennel Club
Kalamazoo, MI
05.2023 - Current
- Develop QA frameworks enhancing product standards, achieving 92% correction reduction
- Lead cross-functional teams, boosting process efficiency and product quality
- Analyze data trends to improve quality metrics, driving measurable improvements
- Use statistical analysis for proactive quality enhancements, identifying key opportunities
Production Manager
United Kennel Club
Kalamazoo, MI
04.2021 - 05.2023
- Document Control Management: Optimized operational workflow by implementing cross-functional process improvements, leading to enhanced document control accuracy of 95% with a 10-person team
- Process Improvement: Developed SOPs to streamline processes and increase efficiency
- Database Implementation: Established an electronic database for all application data
- Application Tracking System Development: Built a system to track applications from submission to completion
- Reporting: Prepared and distributed weekly statistical reports to upper management
Customer Service Manager
United Kennel Club
Kalamazoo, MI
08.2019 - 04.2021
- Process Development: Collaborated on the development of new customer support processes
- Training & Performance Improvement: Trained representatives on best practices, reducing average call times to five minutes
- Escalation Management: Provided support and resolution options for escalated customer complaints
- Subject Matter Expertise: Served as an SME on all company products and services
- Call Queue Optimization: Led a process improvement initiative to optimize call queue management
- Reporting: Prepared and distributed weekly statistical reports
- Executed daily compilation of sales data for accurate balancing.
Customer Service Representative
United Kennel Club
Kalamazoo, MI
01.2019 - 08.2019
- Customer Service: Handled up to 100 daily customer interactions, providing personalized and polite service
- Inquiry Resolution: Assisted customers with payment and application status inquiries
- Product/Service Expertise: Leveraged in-depth knowledge to quickly and efficiently resolve customer issues
- Conflict Resolution: Communicated with empathy and patience to de-escalate conflicts
Receptionist
United Kennel Club
Kalamazoo, MI
04.2016 - 01.2019
- Coordinated communications, taking 100 calls per day, and interfacing with walk-in clients ensuring prompt and professional service
- Provided administrative support to company leaders driving company success by maintaining organized operations
- Maintained an organized filing system of over 300 paper and electronic documents daily by introducing a new filing system which enhanced overall office productivity
- Accurately sorted and distributed high volumes of incoming and outgoing mail daily
Registered Sales Consultant II
PNC
Kalamazoo, MI
09.2014 - 03.2016
- Responsible for sales/service delivery of PNC Bank products and services by means of inbound and outbound customer contact and conversations
- Conversations with customers can take place through various channels, such as phone, email, and internet
- First line of contact for customers and as such is responsible for providing exceptional customer sales and service while exemplifying PNC's brand of Ease, Confidence, and Achievement
- Responsible for processing online documentation for customers, performing account openings, upgrading or changing existing accounts, completing necessary account maintenance as needed, sending material, and entering/or confirming sales
- Registered with the NMLS to quote and maintain loan and mortgage accounts
- Constantly seek out new opportunities with our existing customers by selling, referring, and recommending additional products and/or services in efforts to expand and grow new relationships
- Also by gaining insight into customers needs, collect accurate information, and identify opportunities to fulfill needs
Education
Business Administration -
Western Michigan University
Kalamazoo01.2011
Skills
- Data Statistical Analysis
- Document Management
- Process Improvement
- Customer Relations
- Leadership in Teams
- Quality Assurance
- Training
- Project Management
- Strategic Problem Resolution
Timeline
Quality Assurance Manager
United Kennel Club
05.2023 - Current
Production Manager
United Kennel Club
04.2021 - 05.2023
Customer Service Manager
United Kennel Club
08.2019 - 04.2021
Customer Service Representative
United Kennel Club
01.2019 - 08.2019
Receptionist
United Kennel Club
04.2016 - 01.2019
Registered Sales Consultant II
PNC
09.2014 - 03.2016
Business Administration -
Western Michigan University
Similar Profiles
Jessica HazeltonJessica Hazelton
Volunteer at Sorosis Club, Kennel Club, DeBary ElementaryVolunteer at Sorosis Club, Kennel Club, DeBary Elementary
Jeffrey HeathJeffrey Heath
Poker Dealer at Palm Beach Kennel ClubPoker Dealer at Palm Beach Kennel Club
Garland AndersonGarland Anderson
President of Operations at Sout East Kennel ClubPresident of Operations at Sout East Kennel Club