Kelly Kaven
Aurora,CO
Summary
Results-driven professional with a proven track record in operations management, client success, and sales. Demonstrated expertise in driving business growth, optimizing operational efficiency, and delivering exceptional customer experiences. Committed to achieving organizational goals through strategic planning, team leadership, and effective problem-solving. Seeking a challenging role to leverage my skills and contribute to the success of a dynamic organization.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Vice President of Sales
CRIF
2020.10 - Current
- Lead high-performing sales team, providing guidance, coaching, and support to drive individual and team performance
- Develop and maintain strong relationships with key clients, ensuring customer satisfaction and retention
- Collaborate with cross-functional teams to identify market trends, competitive insights, and new business opportunities.
- Collaborated with senior management to develop strategic initiatives and long term goals.
Director of Client Success
CRIF
2015.02 - 2020.10
- Oversaw client success department, managing team of 9 professionals and ensuring exceptional service delivery
- Managed multiple customer implementation projects to ensure smooth onboarding process
- Consulted with customers on business and technical requirements, automated credit policy design and program guidelines to optimize system performance and adoption
- Conducted regular business reviews with key clients, identifying opportunities for process improvement, upselling and cross-selling
- Collaborated with internal stakeholders to address client concerns, resolve issues, and enhance overall customer satisfaction
- Implemented client success metrics and KPIs to measure and improve team performance.
Director of Operations
CRIF
2011.02 - 2015.02
- Directed all aspects of operations, including process improvement, resource allocation, and performance management
- Implemented lean methodologies and automated processes, resulting in improved efficiency and reduction in operational costs,
- Led team of 40+ employees, providing training, coaching, and performance feedback to drive productivity
- Developed and oversaw successful implementation of operational strategies, technology and policies to improve process flows and drive organizational growth and productivity.
- Collaborated with cross-functional teams to streamline workflows and enhance overall operational effectiveness.
Operations Manager
CRIF (via Acquisition Of Aimbridge)
2009.01 - 2011.02
- Managed day-to-day operations, overseeing team of 25+ employees and ensuring smooth workflow execution
- Conducted regular performance evaluations, providing feedback and coaching to drive individual and team growth
- Collaborated with senior management to develop and implement strategic initiatives to achieve business objectives
- Monitored key performance indicators (KPIs) to track operational performance and identify areas for improvement.
Loan Processor/Team Lead/Lending Services Manager
Aimbridge
2003.07 - 2009.01
- Progressed from loan processor to team lead and eventually operations manager, overseeing team of 10+ employees
- Reviewed loan files for completeness, identified missing documentation, and generated condition lists for applicants.
- Trained and mentored new team members, ensuring adherence to company policies and procedures
- Collaborated with underwriters, loan officers, and other stakeholders to resolve complex loan issues and ensure timely closings
- Assisted in development and implementation of new loan products and processes.
Auditor and Escalation Management Specialist
EchoStar Corporation
2001.06 - 2003.07
- Conducted departmental internal audits to assess production output and compliance with company policies and procedures
- Prepared audit reports and presented findings to senior management, highlighting areas of concern and improvement opportunities
- Managed escalated customer issues, resolving complaints and ensuring customer satisfaction
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
Education
Coursework - Business
University of Tulsa
Tulsa, OKSkills
- Strong leadership and team management abilities
- Excellent problem-solving and decision-making skills
- Exceptional communication and interpersonal skills
- Proficient in Microsoft Office Suite and CRM software
- Detail-oriented with strong focus on achieving results
- Industry Best Practices and Consulting
- Process Improvement
- Partnerships and Affiliations
- Product Demonstration
- Lean Methodology
Certification
- Lean Six Sigma Yellow Belt Certification, 12/2017
- Effective Negotiating Certificate, Karrass, 12/2021
Timeline
Vice President of Sales
CRIF
2020.10 - Current
Director of Client Success
CRIF
2015.02 - 2020.10
Director of Operations
CRIF
2011.02 - 2015.02
Operations Manager
CRIF (via Acquisition Of Aimbridge)
2009.01 - 2011.02
Loan Processor/Team Lead/Lending Services Manager
Aimbridge
2003.07 - 2009.01
Auditor and Escalation Management Specialist
EchoStar Corporation
2001.06 - 2003.07
Coursework - Business
University of Tulsa
- Lean Six Sigma Yellow Belt Certification, 12/2017
- Effective Negotiating Certificate, Karrass, 12/2021
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