Kyle Emmanuel Conaway

Richmond, VA ***** 804-***-**** ad4v9y@r.postjobfree.com

Senior Process Manager

Results-driven Senior Process Manager with demonstrated experience in the financial services industry. A proven history of success with process management, project management, and Scrum. Proficient Agile skills (JIRA and Confluence). Certified Scrum Master (CSM) and Certified Scrum Product Owner (CSPO) with over 15 yrs of experience.

Core Competencies

Process Improvement Process Management Business Process Management (BPM) Agile Implementation Quality Assurance Performance Management Risk Management Project Management Kanban Scrum

Professional Experience

Capital One August 2022 - August 2023

Scrum Master

Drove process improvements, empowered teammates, and ensured quality, risk, and performance adhered to daily and monthly goals.

●Spearheaded Agile/Kanban implementation, facilitated training, and development of Agile principles to ensure smooth transition of work duties for Sr. Leadership.

●Managed a co-located team which focused on collaboration and quality adherence.

●Drove daily project goals from implementation to delivery through story book sizing and backlog grooming

Capital One November 2019 - August 2022

Delivery Lead - Specialty Operations

Oversaw the execution of Intent for process improvement projects in Specialty Facilitating meetings, creating process documents, and ensuring timeliness were met through partnering with Sr Leaders.

●Directed Operations, including agent readiness assuredness, as well as any other Operational impacts.

●Collected, analyzed, and measured process data on the effectiveness of business processes to initiate sustainable, repeatable, and quantifiable business practices and procedures.

●Collaborated with teammates on larger initiatives and partnered with cross-functional project teams to provide input for process improvement initiatives.

●Directed conversions, lead difficult conversions, training and implementation of large scale mergers

Capital One January 2006 - November 2019

Sr. Process Manager - Customer Advocacy Office

Managed complaint intake and upload functions for the enterprise, as well as ensuring all complaint inventory was responded to and uploaded to the CFPB, BBB, and OCC portals within the allotted time frames.

●Team Manager who reduced risks daily by ensuring all agents were working cases within the required time frames.

●Documenting processes from beginning to end and reporting trends analysis

●Identified risks and gaps within day-to-day operations and provided real-time solutions to streamline waste.

Education

Coursework toward Bachelor of Arts (BA) in Music Education,

Saint Augustine’s University, Raleigh, NC

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