Maria Kahl
Bellevue,IA
Summary
Organized, detail-oriented, and dependable with over 20 years experience at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals and projects.
An effective listener and communicator, able to assess and convey client needs, and maintain positive relationship with customers and peers by being flexible and adaptable.
Overview
24
24
years of professional experience
Work History
Team Lead – IT Compliance Assurance
Kyndyrl
01.2021 - Current
- Served as a team lead by demonstrating commitment to excellence, professionalism, and adherence to company values
- Coached team members in techniques necessary to complete job tasks
- Ensure that the audit process is being implemented and followed by the clients, account teams, and delivery teams by conducting online training and presentations
- Provide backup support and managed leave requests and absences and arranged covers to facilitate smooth flow of operations
- Responsible for answering team members inquiries pertaining to audit process and compliance
- Provide training and support for new hires
- Create and maintain procedural documents
- Ensure that each team member is being utilized effectively and are prepared to manage new accounts by providing them with the necessary tools
- Assist with client escalations by engaging the appropriate resources toward immediate and effective resolution
- Provide success rate and metrics reports to management
- Assisted in recruitment to build team of top performers
Customer Audit Focal - IT Compliance Assurance
IBM / Kyndryl
01.2016 - Current
- Support customer-initiated audits by reviewing their requests and identifying the appropriate global delivery teams to provide the evidence and responses
- Identify and mitigate risks that could negatively impact customer audits and timelines
- Coordinate and thoroughly review responses and evidence to ensure the audit requirements are met and delivered within the contractual SLA timeline - saving IBM and Kyndryl over $250k per incident
- Effectively communicate with internal teams, external customers and auditors
- Host status calls with the clients and account teams on pending audit requests
- Maintain detailed logs of the audit requests received, email correspondence, and data gathering
- Manage and maintain customer relationship by providing quality assurance and conduct
- Identify and mitigate potential risks by conducting thorough analyses of evidences received of the clients' existing IT systems and infrastructure
Service Request Coordinator
IBM
01.2014 - 01.2016
- Demonstrated effective communication with clients and internal resources to provide clarification, updates, and escalations while maintaining client satisfaction
- Coordinated and led meetings, assigned client requests, and developed reports as needed
- Collaborated with team members to ensure tasks get executed and timelines were met
- Administered the financial aspect of each client request to ensure they are within budget and project hours are booked accordingly
- Ensured the business processes and procedures are followed to provide client deliverable with the highest possible quality
Packaging Build Specialist
IBM
01.2013 - 01.2014
- Created packaging solutions of custom applications and software updates to be deployed at the clients’ environment
- Provided testing and quality assurance of the packages prior to delivery and document the results
- Wrote procedures and communicated recommendations for changes to existing documents
Business Technologist-IT
Summit Credit Union
01.2007 - 01.2008
- Managed and coordinated hardware and software system conversions and upgrades
- Served as the System Administrator and primary contact for the inbound Contact Center solutions, auto attendant, TelRex data/voice recording system, Real Time Display, Vysym interactive voice response unit (IVRU), Portal Online Help, and Solonis Customer Relationship Management system
- Communicated pertinent information to management, IT staff, business units, and vendors
- Provided high level of quality assurance to ensure that service is not compromised to both internal and external customers by being detailed oriented and effective communication through emails and documentation
- Maintained a positive client, vendor, and business unit relationships while acting as an advocate for external customers and provide level 3 technical support and document issues and resolutions
- Met with the business units to identify their needs and recommend technical solutions for improved efficiency and productivity
- Involved in various projects related to the credit union mergers
- Managed and tracked software updates and work with vendors on unresolved issues
Customer Contact Administrator
Summit Credit Union
01.2001 - 01.2007
- Performed the Project Manager/Leader role for the Call Center system conversions and upgrades. This involved obtaining vendor proposals, pricing, coordinate legal assistance, deliverables and timelines, wrote proposals to senior management, and worked closely with stakeholders and team members
- Acted as the primary contact for front line staff regarding technical issues and system enhancements as it relates to multi-media delivery channels, e-commerce, customer relationship database, Shoreline VOIP, tracking database, and computer hardware/software
- Maintained, administered, and troubleshoot the technical applications
- Proactive in discovering, diagnosing, and communicating technical issues to management and appropriate department(s) and provide resolution before it impacts both internal and external customers
- Worked with staff, IT, management, and end-users to gather information and requirements for technical solutions that foster process improvements and efficiencies
- Developed tools using MS Access databases to store data for canned and adhoc reports
Education
Courses completed towards Certification, Website Development -
Madison Area Technical College
01.2003
Skills
- Continuous Improvement
- Data Analysis
- Vendor & Customer Relationship Management
- Attention to Detail
- Teamwork and Collaboration
- Staff Training
- Documentation And Reporting
- Call Center Operations
- Organizational Skills
- Audit Scoping
Timeline
Team Lead – IT Compliance Assurance
Kyndyrl
01.2021 - Current
Customer Audit Focal - IT Compliance Assurance
IBM / Kyndryl
01.2016 - Current
Service Request Coordinator
IBM
01.2014 - 01.2016
Packaging Build Specialist
IBM
01.2013 - 01.2014
Business Technologist-IT
Summit Credit Union
01.2007 - 01.2008
Customer Contact Administrator
Summit Credit Union
01.2001 - 01.2007
Courses completed towards Certification, Website Development -
Madison Area Technical College
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