Kayla Chasen

Experience

• 

  PNC Bank

  Feb 2012 - Sept 2015

  -Recognizing and uncovering sales opportunities, leading to increased branch revenue-Delivering a customized client experience to drive customer loyalty and business-Answering inbound service calls and fulfilling in person requests for information and assistance-Educating both clients and coworkers on Online Banking and Mobile Banking technology-Performing multiple roles daily, demonstrating strong organizational and multitasking skills-Utilizing Web Based Training to increase knowledge base and learn additional policies and procedures Show less

  • Customer Service Associate

    Jun 2015 - Sept 2015

  • Teller

    Feb 2012 - Jun 2015
• 

  DataServ

  Sept 2015 - Feb 2022

  -Redesign company processes on the Workflow Team-Liaise between the Information Systems and Technology (IST) department and all other departments-Assist Director of IST and IST Team Leads manage multiple engineering teams and schedules-Coordinate internal and customer projects for remote work and on-site installations-Create internal and customer reports as well as analyzing report data-Develop internal and customer facing documentation-Deliver training to internal teams as well as customers-Organize and conduct internal and customer meetings in person and via teleconference-Manage customer notifications from the technology team Show less

  • Operations Coordinator

    Feb 2016 - Feb 2022

  • Intern

    Sept 2015 - Feb 2016
• 

  KeyBank

  Feb 2022 - now

  Critical Incident Recovery Management• Lead triage efforts for critical internal technology incidents to expedite resolution and client remediation.• Schedule and host incident triage calls with internal leaders, support teams, lines of business, vendors, and Corporate Incident Response as needed.• Assist with creating and sending communications on active technical incidents to internal clients, ensuring communications are easy to understand for entire audience.• Update, create, and maintain written internal procedures.• Improve and maintain existing Excel templates.• Create Excel reports to assist with major technology projects and initiatives.• Provide documentation as needed to fulfil compliance requirements.• Ensure proper protocols are communicated to internal teams such as Fraud, Contact Center, and Branches related to incident workarounds and client remediation.• Aid in developing client impact lists related to incidents and determining actions needed for client remediation where applicable.• Participate in weekend event coverage as needed, including Disaster Recovery, application releases, data center moves, etc.• Provide on-call support for critical incidents after hours, including weekends and holidays.• Perform duties related to being the Experience Owner for the ServiceNow On-Call module. This includes documentation and training, ongoing development and testing, validation following application patches, troubleshooting on-call escalation issues, and assisting teams as needed with questions and requests related to their on-call schedule.• Facilitate monthly partnership meetings between the Critical Incident and Technology Service Desk teams. Show less Senior Technology Analyst - Critical Incident Communications• Write and send communications on active technical incidents to internal clients, ensuring communications are easy to understand for entire audience.• Support teammates on active incidents to ensure resolution in a timely fashion.• Assess technical critical incidents priority.• Update, create and maintain written internal procedures.• Participate in Application Readiness Reviews to ensure support teams have correct documentation needed for IT standards.• Service Level Management tasks – conduct SLM meetings and send application contracts for approval.• Participate in weekend event coverage as needed, including Disaster Recovery, application release, data center moves, etc.• On-call coverage - provide support for critical incidents after hours, including weekends. Show less

  • Incident Manager

    Oct 2022 - now

  • Senior Technology Analyst

    Feb 2022 - Oct 2022