Operations Quality Analyst & Process Improvement

Jennifer Welch

Corydon, IN 812-***-**** ********.*.*******@*****.***

PROFESSIONAL SUMMARY

Operations professional with 30 years of experience in financial services, focused on quality analysis, process improvement, and team development. Skilled in using data to identify performance gaps, drive corrective actions, and coach agents to improve results. Known for strong attention to detail, adaptability, and effective collaboration.

PROFESSIONAL EXPERIENCE

Citibank Remote / Louisville, KY

Operations Quality Analyst December 2022 – Present

Analyze daily operational reports to evaluate process adherence and identify performance gaps and improvement opportunities

Partner with business teams to investigate and resolve issues, driving root cause analysis and implementation of corrective actions

Monitor issue resolution to prevent recurrence, ensuring sustained process improvements and operational stability

Manage reporting workflows and address data inconsistencies, improving accuracy and reliability of business insights

Communicate key findings, risks, and updates to stakeholders, supporting informed decision-making across teams

Operations Assistant September 2020 – December 2022

Delivered targeted training and coaching based on performance data, improving agent efficiency and adherence to operational standards

Analyzed performance reports to identify outliers in non-talk time and key metrics, providing actionable insights to leadership

Partnered with operations leadership to identify recurring performance and compliance issues, driving process improvements and stronger agent performance

Collections Program Management March 2019 – September 2019

Reviewed production letters to identify errors, gaps, and compliance risks, improving accuracy and clarity of customer communications

Developed and implemented letter templates (RSL, DFS, FSSI), including building templates in FSSI’s LSO portal and supporting vendor migration efforts

Leveraged Microsoft Word merge fields to create dynamic, variable-driven content, increasing efficiency and consistency across communications

Built Excel-based test scripts to validate outputs, enabling faster identification and resolution of errors and compliance issues

Conducted communication validations and created a centralized master list, improving data accuracy and reducing review turnaround time

Led updates for compliance-driven letter changes, ensuring timely and accurate implementation across systems and vendors

Created and maintained a centralized letter matrix and migration playbook, improving documentation, knowledge sharing, and ease of future updates

Training Support Professional May 2018 – July 2018

Supported onboarding of new hires, guiding progression from training simulations to live customer calls

Coached new hires in real time, reinforcing strengths and addressing performance gaps to improve call readiness

Drove engagement by encouraging participation in team discussions and knowledge-sharing forums

Identified recurring performance and compliance issues among new hires, partnering with operations to improve training effectiveness

Collections Specialist November 1996 – December 2022

Resolved delinquent accounts by working directly with card members, balancing customer needs with business objectives to drive successful payment outcomes

Selected as Tech Focal, providing troubleshooting support and training to team members, improving productivity and reducing downtime

Built broad expertise across multiple collections portfolios (Sears, Bankcards, Costco onboarding, Skip Tracing, Pre-litigation, Unverified Cell), enabling flexibility and cross-functional support

EDUCATION

Indiana University Southeast New Albany, IN

Corydon Central High School Corydon, IN

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