Kristen Arcos

Hondo,TX

Summary

Ambitious Business Process Consultant Senior supporting definition and implementation of strategic initiatives for business transformation. Highly respectful employee with extensive experience in leading, communicating and collaborating with business experts and recommending and implementing improvements and requirements. I am hard-working, meet deadlines, deliver results, deep dive gray areas, and most of all enjoy helping others. Remaining composed in all types of situations.

Overview

years of professional experience

Work History

Process Owner / Business Process Consultant Senior

USAA

San Antonio, TX

01.2019 - Current

Leading initiatives that support Forrester's 2022 ranking of USAA as the top 5% elite brands across 221 industries for customer experience and ranked first in credit card and direct banking industries.
Future proofing to align existing digital capabilities both online and mobile with the Bank IVR to increase member satisfaction, modernization while ensuring self-service containment
Lead team for evaluating member feedback to identify pain points and suggest process or design enhancements
Execute program management activities such as creating and maintaining project plans, roadmaps and monthly documentation of benefits and forecasts
Networking across Omni, Enterprise and Digital Partners and presenting weekly updates to VPs and other stakeholders
Lead the Authentication Campaign tasked to find an existing solution that can be leveraged ASAP and suggest strategic solution for the future
Identifying solutions and making the decision based on cost benefit analysis along with alignment with all teams that Personalization Cards as a digital solution is the method to address millions of members that fall into this category needing attention. Benefits go beyond just our goal of containment, it supports average handle time reduction, call reduction, AML/KYC refresh activities
Lead consent order work when loaned to Bank Member Advocacy Complaints assist in addressing corrective action deliverables specifically in establishing and implementing a quality assurance program, triage, process improvements, and establishing a call audit and review program for a new role to Bank Member Advocacy mirroring call quality reviews
Coaching and monitoring of 8 Directors pushing them to remain complaint during a testing period to prove our changes were compliant which resulted in successful closure of two issues on time that were previously listed as off track before my involvement
Create, present, and maintain process maps that include regulatory documentation in CFO Enhanced Money Movement and most recently in Bank Omnichannel MSR Tools team with the goal of addressing compliance and regulatory issues by strengthening systemic controls thereby mitigating risks and enhancing compliance scores for our contact center
Ensuring process collections are accurate, exhibit clear understanding of applicable laws, regulations, compliance and outline any risks and controls
Provided backup assistance as process owner for Property and Casualty, Loans, and Brokerage Processing teams
Establish strategic partnerships and maintain effective relationships with assigned business units and manage stakeholder interests including CFO, HR, IT, and Legal
Collect and consolidate demand and identify opportunities by business portfolio both vertically and/or horizontally across the enterprise
Define client needs, determine strategy, and develop plans and proposals for delivery of a project leading to a process or function being improved for efficiency and effectiveness
Execute risk control plans and assist in identification of business process management risks
Prepare reports and provide presentations to executive management to measure project and process performance to identify trends and opportunities for improvement.
Promoted twice within this role to become a senior consultant

Deposit Product Manager, Lead Knowledge Manager, Trainer, Operations Manager, Quality Senior Business Analyst & Customer Service

Citi

San Antonio, TX

03.2000 - 02.2017

Lead product development and portfolio management of over 2.3 billion dollars spanning across 340,000 accounts
Subject matter expert for consumer retirement IRAs, Keoghs, savings, regulatory and compliance needs
Managed daily audit and quality assurance documentation of all communications across all businesses, KD, and digital published content
During proofing, ensured compliance, proper approvals were received and documented from required stakeholders, test all links, form interactions, ensure punctuation, grammar, and formatting
Coached for any changes required were directly provided to submitter for correction and learning
Developed internal and external communications, training, and process re-engineering
Prepared monthly business review to report balance flows and utilize metrics for use in managing the portfolio
Lead efforts to identify risks, correct and remediate several business issues with Corrective Action Plans to conclusion within the set timeline
Partner with Audit, Risk, Branch, Operations, Phones, Anti-Money Laundering, Legal, Compliance, Tax and Technology partners to identify and resolve technical issues by submitting and working through successful completion of project requests
Specific focus in bank regulations such as Regulation DD, Anti-Money Laundering, Know Your Customer, Screening and Customer Identification Programs
Created a “One Stop” of bank regulations for use by all employees
Developed new strategies with focus on digital upgrades and value propositions for enhanced business opportunities and customer satisfaction
Lead for a project to identify, document and ensure changes and system enhancements are made to the Call Center Authentication Tool and intranet procedures for bank, retirement plan and card customers to add systemic controls and mitigate risks. This required documenting customer/employee pain points, compliance requirements, identify differences/similarities and obtaining Legal, Compliance and Risk approval to make changes ensuring they all align across the business’s authentication procedures
Lead a team requiring full test of tool enhancements ensuring all changes worked as planned and tool functioned as expected. This change also required communication to all areas via internal mass communication (Source Alert/Message Center Bulletin)
Lead intranet redesign of over 6,000 web pages to streamline and improve content in standard format with ability to skip and scan for information as needed based on audience
Researched and analyzed complex data or business issues to identify gaps, compliance or risk issues and provide recommendations to business owners
Automated procedures and forms for all bank channels to enhance customer experience/decrease cycle time
Developed and facilitated training at multiple Citi locations, developed procedures and interactive tools tailored to the audience to educate customer service, operations and branch staff on best practices and ways to improve customer experience
Applied project management skills and lead 15 other Business Analysts through publishing and editing project work and deadlines for large and small-scale projects simultaneously
Coordinated with various project managers, trainers, and senior leaders nationwide for release of new technology such as Apple Pay, Android Pay, Samsung Pay (Mobile Wallets) and Mobile Check Deposit
Lead, established and managed digital feedback process from employees and facilitated weekly meetings to address improvement possibilities. Provided weekly and monthly reports to senior leadership
Coordinated with senior leaders to map out controls and assessments for audits or legal cases
Prior roles within this time include many years of banking customer service, complaints, escalations, branch support, training, and operations team manager

Education

Associates - Foundations of Business

University of Phoenix

Bachelor of Arts - Business Administration

Ashford University

12.2022

Skills

Self-Motivated
Flexible & adaptable
Teamwork & collaboration
Correction action planning
Advanced problem solving
Organization & time management
Work prioritization
Excellent communication
Excellent documentation
Leadership & direction

Process mapping & engineering
Policy & procedure improvements
Documentation & control
Change management
Training and development
Strategic planning
Project Management
Data collection & research
Analytical & critical thinking

Additional Information

Awards and Recognition

BCC MVP at USAA – Awarded for Corrective Action Plan work and issue closure by establishing a Quality Assurance Program and digital tools
Tribute Award at USAA – Awarded for covering for multiple teammates out on a long-term leave
Citi Star Award: Recognized as an annual top Citibank employee – multiple times

Timeline