Kellie Kalash

Executed control testing and remediation with process owners and IT, achieving 100% on-time completion and 99% audit accuracy.

Produced control attestations and summary reports for leadership to enhance transparency and audit readiness.

Developed and maintained standardized procedures to improve efficiency across processes.

Managed daily inbox inquiries and escalations with one-day turnaround to optimize issue resolution.

• Executed SQL queries to generate daily work assignments for National Recovery Center teams, enhancing accuracy and workload distribution.
• Developed controls that restored full functionality within 48 hours after a critical application failure, collaborating with IT for a permanent resolution.
• Automated seven manual workflows in partnership with cross-functional teams, increasing operational capacity by 20%.

• Delivered insights through Excel and Tableau dashboards to guide executive decisions on high-priority projects.
• Produced training materials to ensure consistent adoption of new policies across teams.
• Facilitated agent focus groups and research sessions to identify key improvement opportunities.
• Designed an agile project management playbook, increasing efficiency and accuracy by 40%.

• Resolved escalated cardholder issues, managed chargebacks, and provided recommendations to prevent delinquency and maintain service continuity while reducing Discover financial loss.
• Contributed to multiple J.D. Power awards for service excellence through proactive issue resolution and quality assurance

• Led system enhancement projects, ensuring alignment with strategic objectives.
• Partnered with IT architects to design scalable software plans, improving reliability and efficiency.
• Developed and executed test plans that strengthened quality controls and reduced post-launch defects.
• Delivered updates and led stakeholder meetings to maintain transparency and support risk-based decisions.

• Executed test scripts for system enhancements related to new product and pricing initiatives.
• Audited billing processes to ensure accuracy and compliance, enhancing customer satisfaction.
• Designed statement messaging rules based on demographics to improve marketing precision and engagement.

• Validated billing and payment workflows across multiple agent portals for accuracy.
• Established rules for User Acceptance Testing and documented defects.

• Supported billing-system conversions to ensure compliance and reduce operational risk.
• Resolved discrepancies and approved production billing cycles after thorough reconciliation.