Kris Walker

Experience

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  Bank of America/ Countrywide Home Loans

  May 2007 - Aug 2009

  Production Manager (Jr. Loan Officer)

  • Coordinated with clients, underwriters, processors, and loan officers to approve, disclose, verify, and close personal and commercial loans• Generated new business by marketing directly to realtors, insurance companies, title companies, and past clients

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  BNC National Bank

  Aug 2009 - Feb 2011

  Loan officer

  • Coordinated with clients, underwriters, processors, and loan officers to approve, disclose, verify, and close personal and commercial loans• Generated new business by marketing directly to realtors, insurance companies, title companies, and past clients

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  State Farm ®

  Feb 2011 - May 2020

  Production/Office Manager

  • Tracked & managed office activities and production levels• Implemented innovative marketing techniques to drive businessKey Achievements:* Increased the agents’ book of business by 23% in the first year, averaging 12% growth year after year* Drove business development improvements that helped save a failing office, including improving market share by 30% by utilizing outside leads and marketing to past clients

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  UMB Bank

  Aug 2013 - Sept 2014

  Client Relationship Manager

  • Directed all client relationship activities• increased visibility of products and market share to clients• Met, exceeded, or suppressed the target goal set by the bank month after monthKey Achievements:* Drastically improved the company’s community presence through close collaboration with the local Chamber of Commerce and by organizing various networking events* Increased overall profitability and service quality with intuitive staff training and mentoring on sales strategies, communication methods, and professionalism Show less

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  USA800, Inc.

  Sept 2015 - Nov 2017

  Director of Operations

  • Responsible for and led all call-center operations and over 300 personnel• Ran effective resource planning and strategic operations, providing staff training, coaching, and mentoring• Conducted needs assessments and performance reviewsKey Achievements:* Supervised all call-center operations requiring effective resource planning, customer service expertise, and strategic operations development, as well as in-depth staff training, needs assessments, and performance reviews* Drastically improved employee retention rates by developing an innovative incentive program and revamping interviewing and hiring procedures to find qualified candidates* Quickly promoted from call center manager to director of operations in recognition of superb leadership methods and excellent communication skills* Streamlined multiple operations, improving accuracy and efficiency, which increased staff productivity, service quality, and sales conversion rates Show less

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  PYRAMID ROOFING COMPANY, INC.

  May 2020 - Nov 2020

  Contact Support Director

  • Launched a new call center, hired quality staff, sourced predictive dialer• Monitored system performance, developed metrics, tracked operational efficiencies and strategies• Created Call Center infrastructure and team performance metricsKey Achievements:* Developed metrics and tracked the progress of operation’s strategy; including daily, biweekly and monthly internal reports for the executive level management team* Planned and implemented call center strategies and operations with responsibility for the design, daily management and analysis of the call center infrastructure and performance. * Served as the primary leader for system functionality, processes, data management, and reporting* Analyzed qualitative and quantitative data, presented strategic recommendations and collaborated with cross-functional teams to execute action plans Show less

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  IntellaSoft

  Dec 2020 - Apr 2021

  Chief Executive Officer

  • Launched a call center to handle customer care service and support• Conducted outbound sales, generating leads from multiple sources• Designed a team performance bonus structure for the entire company• Oversaw day to day operations, including management of committees and staff• Led and developed the organizational culture• Provided leadership to and managed the efforts of the site staff to ensure appropriate support of all departments, while maintaining a strong culture and work climateKey Achievements:* Increased recurring business and drove new business through networking and hiring sales staff* Started a new division within the company for outbound sales* Sourced data to improve marketing in order to generate additional revenue for the corporation* Identified and resolved problems; prepared and completed action plans; audits and analyses; managed process improvements and quality assurance Show less

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  Self-employed

  Apr 2021 - Mar 2022

  Self Employed
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  Matrya Giesler State Farm agency

  Mar 2022 - now

  Office Manager