Karl Kienegger

Experience

• 

  Capital One

  Jan 1999 - Jan 2005

  Associate

  Effectively managed and resolved customer concerns relating to their credit card accounts. Evaluated contractor sites and monitored employees to ensure call quality and policy adherence. • Determined additional customer needs to market value-based products, resulting in increased sales and revenue for the company.• Promoted to Merchant Dispute Resolutions within six months. Successfully served as advocate for unsatisfied customers in resolving difficult disputes with merchants resulting in increasing customer satisfaction and loyalty to the company.• Created spread sheet to track lost minutes for associates, saving both time and money.• Worked as quality assurance specialist, monitoring contractors to ensure quality and policy adherence. • Awarded Tampa Outstanding Performer (ranked # 6 in line of business) for production and sales.• Awarded “One to One” award for best customer service associate in Tampa. Show less

• 

  Motivano

  Jan 2004 - Jan 2005

  Account Manager

  Provide high level account management services to large corporate clients for Flexible Spending electronic payment card processing platform. • Provided client services including site visits, project management for client integrations, analyzing client environment and processes.Handled escalated client issues; oversee staff on investigation of complex issues.• Lead and supported clients during integration and setup for new CDHC employer groups • Recommended solutions for optimizing client claims processing systems.• Provided technical support for proprietary software including troubleshooting VPN and FTP configuration, file processing errors, data integrity auditing.• Interface with third party software providers to provide client support.• Provided process troubleshooting related to funding, issuing and administering debit cards and reporting.• Conducted client training on debit card processing system; document client processes for training.• Developed and executed aggressive client service and marketing plan targeted at capitalizing on existing client base.• Provided network support services to internal staff. Show less

• 

  Acclaris, Inc.

  Nov 2005 - now

  2007- Promoted to Operations Manager2012- Promoted to Senior Operations Manager2013- Promoted to Senior Quality Control Manager2015- Promoted to Product Owner2015 to Present• Scrum Product owner for two development teams. Providing clear business requirements and direction through open communication and collaboration.• Establish product vision and roadmap• Grooming of the product backlog providing prioritization of product development to add the most business value (ROI). • Working closely with key stakeholders throughout the organization in order to communicate different messages to different people about a project at any given time.2013 to 2015• Creation and implementation of the Acclaris QC team and methodology.• Creation and implementation of the Acclaris internal Audit methodology.• Implemented 203 process controls across all work streams within the company.• Responsible for company wide testing and operational effectiveness of process controls across the company.• Analyze processes to identify risk gaps and implement remediation to ensure quality on an ongoing basis. • Lead team of 20 quality analysts in the US and India.2005-2012• Responsible for multiple aspects of daily operations related to processing and generation of over 50 million dollars in claims reimbursement annually. • Manage multiple teams responsible for claims processing and auditing of daily reimbursements. Includes daily file uploads, downloads, file acknowledgments, file auditing and resolution of file errors. Instrumental in transitioning these duties offshore resulting in improved operational efficiency related to time and cost saving in the US. Monitored to ensure quality adherence.• Lead and support project management during integration and setup of new clients.• Provide high level account management services to large corporate clients for administration of CDHC benefits as well as multiple electronic payment card processing platforms. Show less • Scrum Product owner for two development teams. Providing clear business requirements and direction through open communication and collaboration.•Establish product vision and roadmap•Grooming of the product backlog providing prioritization of product development to add the most business value (ROI). •Understand users and customers and their needs.•Working closely with key stakeholders throughout the organization in order to communicate different messages to different people about a project at any given time. Show less

  • Product Owner

    Nov 2005 - now

  • Product Owner

    Nov 2005 - now