Kelly Kirschner
Huntington Beach,CA
Summary
Results-driven Quality Management (QM) Analyst with expertise in improving operational efficiency, enhancing quality standards, and driving performance improvements within customer service teams. Skilled at identifying process inefficiencies, implementing corrective actions, and leveraging data to boost productivity and compliance. Proven ability to optimize calibration sessions, reduce agent errors, and enhance vendor accuracy. Strong communicator, capable of fostering collaboration across teams and driving impactful change
Quality Assurance professional with comprehensive experience in ensuring product quality and compliance with industry standards. Demonstrates strong analytical skills and methodical approach to identifying and resolving issues. Adept at collaborating with cross-functional teams to achieve optimal results and adapt to evolving project needs. Highly reliable with expertise in software testing, process improvement, and risk management.
Overview
23
23
years of professional experience
Work History
Quality Assurance Analyst II
Hyundai Capital America
07.2014 - Current
- Enhance QM Reporting: Lead efforts to improve QM reporting tools and dashboards, providing key insights that drive decision-making and performance improvements
- Process Streamlining: Identify and implement process efficiencies, reducing manual tasks and improving the overall effectiveness of the QM evaluation process
- Dispute & Compliance Violation Process Improvement: Work to enhance the dispute resolution and compliance violation processes, ensuring greater efficiency and alignment with organizational standards
- Calibrations & Coaching: Conduct 1:1 calibration and coaching sessions with associates, offering targeted feedback to improve quality scores and reduce errors
- Vendor Relations: Collaborate with vendors to enhance QM accuracy and ensure alignment on performance expectations, improving accuracy rates by 10%
- Performance Metrics: Successfully drive a 5% increase in overall QM scores and reduce compliance violations by 10% for the supported Line of Business (LOB)
- Team Collaboration: Lead monthly calibration sessions, appeal reviews, and leadership meetings, ensuring alignment on quality goals and providing ongoing support to agents and leadership
- Error Reduction: Implement strategies that resulted in a measurable reduction in agent defects, overturned evaluations, and tracker errors
- Success Recognition: Regularly acknowledge team and individual successes, fostering a culture of continuous improvement
Senior Specialist, Legal Management
Hyundai Capital America
03.2010 - 07.2010
- Managed Active Litigation: Led plaintiff and defense litigation efforts, ensuring that legal proceedings were handled efficiently and cost-effectively
- Attorney Network Management: Managed a network of legal attorneys and estate/probate collection agencies, maintaining strong professional relationships and oversight of legal processes
- Problem Account Resolution: Successfully resolved complex accounts involving credit bureau issues, escalated calls, and dealer disputes to ensure timely collections and compliance
- Specialized Legal Expertise: Specialized in replevin cases, sovereign citizen issues, fraud, full balance and deficiency judgments, and lien loss suits, providing expert guidance on complex legal matters
- Legal Referrals & Solutions: Analyzed new legal referrals and performed skip tracing to determine appropriate solutions, avoiding unnecessary litigation costs and fees
- Legal File Preparation: Prepared legal files and collaborated with local attorneys to ensure smooth and effective litigation processes
- Case Monitoring: Regularly reviewed pending cases, including complaints, proof of service, affidavits, motions, and writs, ensuring accuracy and timely progress
- Negotiation: Led pre and post-judgment settlements, negotiating favorable outcomes for clients and minimizing legal costs
- Estate & Probate Management: Outsourced deceased accounts for estate searches and probate claims, managing sensitive cases with empathy and professionalism
- Escalated Call Handling: Managed complex escalated calls within the department, providing resolution and ensuring client satisfaction
Senior Specialist, Impound
Hyundai Capital America
06.2004 - 03.2010
- Promotion & Department Transition: Promoted into a new department, taking on increased responsibilities and continuing to manage complex vehicle resolution cases
- Impound & Lien Compliance: Reviewed and processed new impound and lien notices to ensure that impound yards and repair shops adhered to state and local laws
- Stakeholder Collaboration: Worked closely with government offices, repo agents, insurance companies, and third parties to ensure timely and effective vehicle resolution
- Fee Negotiation & Cost Savings: Successfully negotiated storage fees and labor costs, saving the company over 35% in payout fees on average
- Lien Validity Review: Reviewed lien sale documents from the DMV and conducted interviews with shops or new owners to determine the validity of liens
- Tow & Impound Administration: Organized and coordinated vehicle tow/impound-related issues, ensuring smooth operations and compliance with all applicable laws
- State Law Knowledge: Applied comprehensive knowledge of state laws, regulations, and codes when dealing with tow companies, repair shops, and customers
- Operational Issue Resolution: Resolved procedural and operational issues arising from incomplete or erroneous reports, including addressing corrections and facilitating needed training
- Record Management: Maintained accurate records on impounded vehicles, hearings, releases, and received funds, ensuring compliance and accurate reporting
- Decision Making on Vehicle Releases: Made informed decisions regarding vehicle releases based on standardized criteria and documented all relevant details for vehicles towed by the Police Department
Customer Service Representative
Hyundai Capital America
05.2002 - 06.2004
- Credit Dispute Management: Responsible for receiving, researching, and processing incoming customer credit disputes, ensuring timely and accurate resolutions
- Customer Communication: Provided clear, professional responses to customer inquiries and dispute follow-ups, maintaining high levels of customer satisfaction
- Employee Training & Mentorship: Trained and mentored new employees, providing guidance on dispute resolution processes, company policies, and customer service best practices
- Letter of Guarantee Processing: Assisted in processing Letters of Guarantee, ensuring all documentation was accurate and compliant with company standards
- Due Date Changes & Extensions: Processed due date changes and handled extensions/deferments in accordance with customer requests and company policy
- Inbound Call Management: Managed inbound calls efficiently, addressing customer requests and providing timely solutions to credit-related inquiries
- Escalated Call Handling: Effectively managed escalated calls, addressing complex customer concerns and ensuring prompt resolution
Education
High School Diploma -
Chula Vista High School
Chula Vista, CA06-1996
Skills
- Windows
- Day Break
- CRM Siebel
- Equifax
- MS Office
- Black Book
- Lease Pak
- NADA
- Experian
- Excel
Timeline
Quality Assurance Analyst II
Hyundai Capital America
07.2014 - Current
Senior Specialist, Legal Management
Hyundai Capital America
03.2010 - 07.2010
Senior Specialist, Impound
Hyundai Capital America
06.2004 - 03.2010
Customer Service Representative
Hyundai Capital America
05.2002 - 06.2004
High School Diploma -
Chula Vista High School
Similar Profiles
Natalia FredrickNatalia Fredrick
Account Servicing at Hyundai Capital AmericaAccount Servicing at Hyundai Capital America
Jaelan JonesJaelan Jones
Recovery Associate at Hyundai Capital AmericaRecovery Associate at Hyundai Capital America
Darnell BaxterDarnell Baxter
Loss Mitigation Analyst at Hyundai Capital AmericaLoss Mitigation Analyst at Hyundai Capital America