Makeli McKinney

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