Kiley Avello

About Kiley Avello

Passionate and results-oriented professional with a background in process engineering…

Experience

1. Operational Excellence Program Manager

   Pie Insurance

   Oct 2024 — Present

   Operational Optimization & Reporting: Led cross-functional initiatives that significantly improved turnaround time for Commercial Auto quoting, reducing SLA from 32 to 15 hours and achieving a 20-minute average handle time. Created and maintained dashboards and reports in Salesforce to support Underwriting, Customer Success, and Business Development.Lean & Continuous Improvement: Facilitated Kaizen events that generated 40+ improvement ideas across process, technology, and role definitions; supported their implementation across teams. Launched structured onboarding and process documentation (SOPs, JDQs, workflows) for Lean team members, DAS, and Underwriting Assistants, driving scalability and efficiency.Collaboration & Change Management: Drove alignment between operational teams by redefining roles, aligning ways of working, and supporting change communication and training. Conducted observations and created improvement plans for onboarding, billing, and operations, resulting in time and accuracy improvements across multiple workflows.

Education

• The University of Tennessee at Chattanooga

  Master of Business Administration - MBA

  2022 — 2024

• The University of Tennessee at Chattanooga

  Bachelor's degree

  2015 — 2018