Summary
Overview
Work History
Education
Skills
Timeline
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Kerry Kuehl

Kerry Kuehl

San Antonio,TX

Summary

Growth-minded and resourceful Process Analyst with 15 years of experience in retail banking, specializing in customer service operations and business process optimization. Proven expertise developing and executing process-based improvements and sustainable solutions that maximize efficiency, elevate performance and enhance customer experience. Avid and agile learner, committed to leveraging logic, interpersonal skills and productive collaboration to deliver exceptional results, drive continuous improvement and advance organizational goals.

Overview

15
15
years of professional experience

Work History

Business Analysis Sr. Spec. II

JPMorgan Chase & Co
Lewisville, Texas
09.2015 - 03.2019
  • Provided insight, expertise and support around Customer Assistance process and procedures, while serving as line of business Subject Matter Expert (SME)
  • Acted as trusted advisor, providing consultation and support around Home Lending product and system rollouts, policy updates and project/change initiatives
  • Worked with enterprise partners to establish and develop business rules and requirements for moderate to complex projects and initiatives
  • Updated key stakeholders and internal collaborators on project deliverables, communication plans and operational readiness activities
  • Used proactive communication strategies to coordinate and align implementation initiatives across business projects and to ensure timely and seamless implementation of initiatives
  • Made significant contributions to ensure successful delivery of 42 projects and 85 change initiatives
  • Collaborated cross-functionally to develop process improvements that aligned business results, bank strategy and risk management frameworks
  • Proactively examined existing business processes for improvement opportunities and implemented strategic solutions resulting in a 20% increase in operational efficiency
  • Applied data and analytics to deliver actionable insight into customer and business process performance, drive informed decision-making and to influence business decisions and results
  • Applied knowledge of risk management framework and regulatory requirements to identify, assess and monitor business risks/impacts and to ensure controls were effective across business activities
  • Mentored teams on risk management practices, fostering a robust risk culture across the organization
  • Completed Risk Control Self-Assessments (RCSAs) to identify risks in various processes and recommended

Performance Specialist

JPMorgan Chase & Co
Lewisville, Texas
08.2010 - 09.2015
  • Provided guidance, feedback and support while serving as process SME for Relationship Management and Customer Assistance lines of business
  • Supported departmental management and staff through employee development and facilitation of coaching/training
  • Implemented strategies to help eliminate knowledge gaps, empower employees and improve the employee and customer experience
  • Facilitated multiple training initiatives tied to regulatory and business-driven change directives
  • Designed customized training programs to enhance technical proficiency and communication/soft skills of new hires, resulting in a 25% reduction in onboarding time
  • Drafted employee communications for multiple business channels and helped coordinate messaging around change initiatives
  • Helped write and publish a weekly communication document used to notify over 5,000 employees of important details regarding new/revised policies, procedures, regulations and/or directives
  • Played an integral role in developing and implementing 28 medium to large-scale projects and over 40 change initiatives
  • Facilitated weekly meetings with management to discuss applicable risks, project/change initiatives, and/or procedure/training impacts
  • Proactively identified improvement opportunities and implemented solutions designed to streamline the process, enhance the customer experience and drive continuous improvement strategy
  • Independently investigated final modification document failures and spearheaded a process that helped agents successfully mitigate over 3,000 impacted loan modifications

Specialty Lending/Loss Mitigation Specialist

JPMorgan Chase & Co
Lewisville, Texas
04.2009 - 08.2010
  • Managed inbound/outbound calls in a metrics-driven, high volume customer contact center, while simultaneously fielding customer mortgage account inquiries, requests and complaints
  • Delivered exceptional, customer-focused support throughout the loan delinquency lifecycle
  • Provided information and guidance to help customers navigate the mortgage assistance process
  • Carefully reviewed and processed mortgage assistance applications while effectively managing a pipeline of 100+ customer loans/requests
  • Assumed ownership of customer issues and used effective communication and problem-solving to de-escalate calls and provide first-call resolution
  • Leveraged knowledge base and networking to ensure accuracy of information provided to customers
  • Performed routine follow-up calls to communicate pertinent details regarding the customer's mortgage assistance request

Mortgage Loan Officer - Team Lead

Nationstar Mortgage
Lewisville, Texas
01.2007 - 03.2009
  • Originated mortgage loans through various channels including outbound call campaigns, marketing programs and third-party referral sources
  • Contacted prospective customers to discuss mortgage finance goals and explore loan options
  • Obtained and analyzed customer's credit, financial data and property details to determine loan feasibility
  • Presented suitable loan options to meet client's goals and served as trusted advisor throughout the origination process
  • Evaluated existing customer accounts for any company services and/or refinancing opportunities available to the customer and presented options as applicable
  • Consistently generated 1-2 million in monthly loan revenue
  • Coordinated job-shadowing and training sessions to boost employee confidence, performance and production
  • Ensured adherence to company policy and procedures and escalated risks to help minimize negative business impacts

Personal Banker - Lead

OmniAmerican Bank
Grapevine, Lewisville, Texas
01.2004 - 01.2007
  • Effectively managed high volume of inbound service calls, performed routine customer follow-up calls and fulfilled E-service requests in a fast-paced contact center, while simultaneously navigating multiple business applications used to service accounts
  • Helped drive customer satisfaction and retention by providing friendly, reliable and exceptional service
  • Assisted customers with deposits, withdrawals, transfers, loan payments and other banking transactions
  • De-escalated calls using proactive and effective communication strategies
  • Conducted in-depth research and analysis to resolve complex customer account issues
  • Asked probing questions to better assess customer's financial goals, and presented products/services based on customer's objectives
  • Exceeded monthly sales quotas on a consistent basis, by cross-selling, promoting and recommending beneficial products and services designed to help customers thrive financially

Education

Bachelor of Science - Economics

The University of Texas
Arlington, Texas

Skills

  • Project Development & Implementation
  • Risk Analysis & Management
  • Change Management & Readiness
  • Customer Experience
  • Critical Thinking & Troubleshooting
  • Bank Regulatory Compliance
  • Procedure Planning & Development
  • Research & Analysis
  • Microsoft Office, SharePoint and Visio
  • Exposure to Lean Six Sigma Methodologies
  • Excellent Oral & Written Communication
  • Stakeholder Engagement & Consultation

Timeline

Business Analysis Sr. Spec. II

JPMorgan Chase & Co
09.2015 - 03.2019

Performance Specialist

JPMorgan Chase & Co
08.2010 - 09.2015

Specialty Lending/Loss Mitigation Specialist

JPMorgan Chase & Co
04.2009 - 08.2010

Mortgage Loan Officer - Team Lead

Nationstar Mortgage
01.2007 - 03.2009

Personal Banker - Lead

OmniAmerican Bank
01.2004 - 01.2007

Bachelor of Science - Economics

The University of Texas

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