Makeli McKinney

Makeli mckinney

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location of Makeli McKinneyKaysville, Utah, United States
Phone number of Makeli McKinney+91 xxxx xxxxx
Followers of Makeli McKinney877 followers
  • Timeline

    Jan 2015 - Feb 2016

    Reservations & Operations Associate

    Kualoa Ranch Hawaii, Inc.
    Jun 2016 - Jan 2022

    Training Development Manager

    UHEAA (Utah Higher Education Assistance Authority)
    Salt Lake City, Utah
    Current Company
    Jan 2022 - Jun 2024

    Training Manager

    BlueVine
  • About me

    Unlock Potential - Save Time! I create tailored training experiences for you!

  • Education

    • Western governors university

      2021 - 2023
      Bachelor of business administration - bba business administration and management, general
    • Brigham young university - hawaii

      2011 - 2013
      Associate of science - as general education
  • Experience

    • Kualoa ranch hawaii, inc.

      Jan 2015 - Feb 2016
      Reservations & operations associate

      • Trained newly hired representatives on customer service and system tasks• Created and distributed a daily event schedule for all operational groups

    • Uheaa (utah higher education assistance authority)

      Jun 2016 - Jan 2022

      • Manage and monitor three operations support teams – Training & Development, Quality Assurance & Knowledge Management• Drive cross-functional projects to deliver an industry leading customer/employee experience by increasing agent productivity and overall team effectiveness. • Develop and manage a portion of the relationship management team that catered to our high-risk and high-value stakeholders including; congressional responses, performance touchpoints with client, and highly escalated or VIP customer accounts.• Oversee the creation and implementation of new behavior based quality control and assurance programs; develop robust QC reporting• Implemented new knowledge management (KMS); improved employee efficiency and retention. Show less • Supervise and monitor employee production cross-functionally across two student loan operation divisions.• Performed several key responsibilities as part of the Next Generation Financial Services Environment (NextGen) Business Processing Operations (BPO) team; including managing the training strategy and the Work Breakdown Structure (WBS) development, and authoring several post-award project plans.• Developed and implemented operational strategy and initiatives by participating in strategic discussions and execution.• Led the initiative to adapt a six-week training structure into a tiered, certification-based training program to improve ROI and employee retention improved employee performance by 31%.• Developed tracking mechanisms to monitor and capture real-time employee performance; devise corrective action plans to reduce errors.• Managed and maintained new employee quality control (QC) efforts; compile and distribute QC reporting metrics to operational counterparts.• Implemented new learning management (LMS) technology; improved training retention• Design and oversee projects with attendant milestones and deadlines for the training of Operations employees.• Collaborate with Audit & Compliance to ensure a compliant training program; assess training curriculum’s rigor against relevant industry laws and regulations. Show less

      • Training Development Manager

        Mar 2020 - Jan 2022
      • Training Development Supervisor

        Feb 2018 - Mar 2020
      • Training and Development Coordinator

        Sept 2017 - Feb 2018
      • Training and Development Specialist

        Jun 2016 - Aug 2017
    • Bluevine

      Jan 2022 - Jun 2024
      Training manager
  • Licenses & Certifications

    • People manager qualification

      Shrm
      Dec 2021
    • Training certificate

      Association for talent development
      Aug 2018
    • Articulate storyline certificate

      Association for talent development (atd)
      Aug 2024