Kristen Shafer
Details
USAA
Program Manager (Information Security)
- Researched, implemented, and administrated DocuSign for a line of business, including communications, training, templating, and branding, saving over $6M and 250k lbs of carbon each year.
- Served on a team of technical experts to convert the Paycheck Protection Program (PPP) application to a digital format with API integration on an extremely tight timeline. I onboarded thousands of new users, trained them in using the software, then worked with various teams to repeat the process in other lines of business. This work helped fund $29 billion in relief aid to small businesses.
- Worked with a Salesforce team to integrate a new API connecting Salesforce to DocuSign for the Main Street Lending (MSL) program, helping several large companies maintain liquidity through the pandemic.
- Established a Help website for end users based on helpdesk’s frequent employee and customer questions, reducing average helpdesk workload per case as well as number of cases.
- Worked with several teams around the firm to achieve consistent access profiles and requests across the entire firm, integrating SSO, groups, and signing groups. This reduced the number of steps for users to log in, increased authentication security, automated new hire access, and established controls for ending user access.
- Compiled and analyzed reporting for senior leadership to help navigate regulatory, compliance, and legal implications of unprecedented economic relief programs.
- Proposed and achieved multiple initiatives to improve efficiency, data integrity, resource usage, and resiliency.
Awards :
2020 CB Champion Award for operational excellence (of 15,000 employees)
2020 High Octane Award for high performance outside job description (of 300 employees)
2019 : 2022
Chase
Business Process Management Associate (Program Manager)
- Prioritized work across stakeholders and lines of business, and coordinating teams using agile sprints
- Determined business requirements and translating them into technical requirements
- Created and administrated help guides for internal end users, published release notes, drafted
communications to large distributions.
- Gathered and analyzed reporting on digital usage and used key indicators to make changes and drive
up software adoption rates.
Awards :
2018 Teamwork Makes the Dream Work Award for stellar teamwork in accomplishing a shared goal (of
1,000 employees)
2017 : 2019
Chase
Business Process Management Senior Analyst (Program Coordinator)
I have performed various roles at Chase, earning recognition and promotions through demonstrated
achievement. My roles prior to 2019 were primarily related to business process improvement, strategic
planning, change controls, communications, training, and resource libraries.
2015 : 2017
Chase
Business Process Analyst
2012 : 2015
Chase
Senior Project Coordinator
About
I am constantly learning. I quickly pick up code languages, change methodologies, control requirements, and other tools. Furthermore, I can translate them into a larger strategic pattern, and then back into a tactical plan.
I have served in change management, process documentation, software administration, product management, project management, scrum, development, QA, and many elements of product ownership.
I specialize in maintaining collaborative relationships with a wide range of stakeholders across multiple lines of business to drive results. I make data-driven changes centered around client experience, internal user experience, regulatory requirements, branding & culture, software integration and more.
Career highlights:
- I served on teams of technical experts and project managers helping to implement the Paycheck Protection Program, the Main Street Lending program, and hardship responses for my own line of business.
- I won awards for teamwork, excellence, and my performance in a crisis.
Profile Photo
