Kimberley Arthur
Woodland
Summary
Dedicated professional with extensive experience in team leadership, payment processing, training, and development, driving teams to exceed goals. Skilled in electronic payments and process development, with a focus on quality assurance and member satisfaction. Strong communicator with a knack for creative problem-solving. Thrives in both collaborative and independent work settings.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Quality Assurance Analyst
University of California Davis
Davis
02.2020 - Current
- Conducted internal audits to measure adherence to established QA standards.
- Analyzed customer feedback to improve service standards.
- Worked with team members to create efficient workflows, resulting in higher productivity and response times.
- Provided feedback on service standards and suggest improvements to facilities teams.
- Developed process improvements to enhance overall data quality.
- Monitored service trends to identify areas for improvement in customer support and expectations.
- Worked closely with other departments to ensure quality customer service delivery.
- Analyzed survey results to identify trends and insights for decision-making.
Digital Payment Specialist
Yolo Federal Credit Union
Woodland
03.2019 - 02.2020
- Served as subject matter expert in electronic payments and card services.
- Maintained comprehensive knowledge of ACH, wires, plastic cards, fraud, and checks.
- Ensured accurate and timely processing of payment functions in compliance with regulations.
- Developed and delivered innovative training programs for staff on technical processes.
- Oversaw instant card issuance program and digital wallet payment products.
- Analyzed data to identify trends and growth opportunities within payment methods.
- Collaborated with teams to enhance all aspects of the organization’s payment systems.
- Provided professional assistance and training to employees while troubleshooting errors.
Support Services Manager
Yolo Federal Credit Union
Woodland
03.1997 - 02.2019
- I managed two department within a multimillion-dollar financial co-operative.
- It was my responsibility to hire, train and coach direct reports within these departments.
- It was within my scope of responsibility to develop these individuals to their next roles within the organization while ensuring the day to day processing was done within policy and regulations.
- It was my responsibility to develop service standards while maintaining the organizations goals, and culture.
- It fell within these departments to offer support and service to both internal and external members.
- The support department handled the day to day operations of all forms of payment processing including but not limited to ACH, wires, checks, cash ordering, plastic cards and foreign currency, as wells as fraud case handling within the ACH, Federal Reserve System, Visa, and PIN systems, including any subsequent insurance claims.
- The call center's duties including handling incoming calls while performing requested transactions, providing assistance, education, and information to callers while looking for sales opportunities.
- We were responsible for providing written responses to submitted secure messages, online chats and emails from templates that I had created to allow for a consistent message and adhering to our service standards.
- Our call center opened accounts and processed loan requests via our online channels.
- The call center had a strict service standard while obtaining set sales goals to maintain in an effort for the credit union to achieve the sales and growth goals set by the senior management team.
- I was responsible for identifying training and coaching needs within these areas by creating and developing a training plan to ensure continued and complete operations in the departments.
- I was responsible for the writing of policies, procedures, as well as regulatory reports for senior managers, department heads and affiliated associations and partners.
- My responsibility included the assurance of complete training of these individuals who had varying degrees of experience, capacity and individual personalities.
- Within my tenure of the position I managed two plastic card processor conversions, development and launch of the instant issue program, and the digital wallet payment program.
- Each of these required project management skills, developing training and education materials and the presentation of the programs along with training presentations to management, colleagues, staff and our customers while developing initial marketing strategies.
- Managed document retention schedules and ensured compliance with regulations.
- Trained staff on proper records management procedures and best practices.
- Oversaw the disposal of obsolete records in accordance with established guidelines.
- Coordinated with IT personnel to troubleshoot any technical issues related to the records management system.
- Ensured compliance with applicable laws, regulations, and standards related to record keeping.
- Ensured document retention schedules are followed in accordance with legal requirements.
- Coordinated maintenance schedules, optimizing service delivery and equipment uptime.
- Supervised vendor relationships, negotiating contracts for cost-effective services.
- Planned maintenance activities in accordance with budget limitations, building use needs and operational requirements.
- Called in equipment repair services and maintained office supplies by ordering new inventory.
Education
Certification - Process Improvement
Lean Six Sigma, Green Belt
12-2023
General Studies -
Woodland Community College
Woodland, CAGraphic Design & Illustration -
California College of The Arts
San Francisco, CASkills
- Extensive payment processing expertise
- Project management
- Effective communication strategies
- Positive environment promotion
- Member service skills
- Record management
- Process implementation and training
- Team collaboration
- Quality assurance documentation
- Analytical thinking
- Facilities management
- Data analytics proficiency
- Internal auditing
- Product development expertise
- Mail operations proficiency
Affiliations
- President of the board, Woodland Volunteer Food Closet
- Treasurer of the Friends of the Woodland Public Library
Accomplishments
- U C Davis STAR award for developing a dashboard for Facilities Management shop supervisors.
- U C Davis High Five awards for going above and beyond expectations.
Certification
- Lean Six Sigma White, Yellow and Green Belt
- Data Driven Decision Making bundle training
References
References available upon request.
Timeline
Quality Assurance Analyst
University of California Davis
02.2020 - Current
Digital Payment Specialist
Yolo Federal Credit Union
03.2019 - 02.2020
Support Services Manager
Yolo Federal Credit Union
03.1997 - 02.2019
Certification - Process Improvement
Lean Six Sigma, Green Belt
General Studies -
Woodland Community College
Graphic Design & Illustration -
California College of The Arts
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