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Click here or scroll down to respond to this candidateCandidate's Name
PHONE NUMBER AVAILABLE Maplewood, MN Street Address
EMAIL AVAILABLE LINKEDIN LINK AVAILABLE EXECUTIVE CUSTOMER EXPERIENCE LEADERAccomplished and dedicated customer experience leader with over 19 years of experience within financial services industry and retail sector. Passionate about leadership through owning all aspects of the role, driving results, self-development and team member development. Skilled in coaching processes and experienced in training and development, mentorship programs, and accomplished speaker and facilitator. Talented risk leader and change management skilled.Expertise in project management, detail oriented, and time management proficient. Operate with an entrepreneurial mindset and thrive on full ownership of role and goal achievement. Build lasting relationships and possess solid verbal and written communication skills. Strength Finders Relator / Responsibility / Arranger / Individualization / Achiever Areas of ExpertiseSales Strategic Planning Change Management Risk Management Call Centers Team Leadership Sourcing Business Processes Financial Analysis Metrics Productivity Project & Program Management MS Office PROFESSIONAL EXPERIENCEWELLS FARGO, Minneapolis, MN. 2001PresentVICE PRESIDENT ENTERPRISE COMPLAINTS MANAGEMENT OFFICE, (7/2019 - Present) Manage a leadership team and their direct report caseworkers to accurate and timely resolution of customer complaints. Monitor case pipelines per team member and monitor audit findings and quality monitor findings. Take same day action on all findings to educate and eliminate any further issues. Facilitate daily meeting with leadership regarding process changes and trends. Analyze reports and understand the state of the business. Dedicated coaching time for leadership team; focus on how they are doing, discuss their team, professional development, and career development.Operations & LeadershipManaged team to achieve timely and effective resolution of customer complaints. Service Level is a primary goal in the complaints process. This metric refers to the time when a complaint is received to when it is effectively resolved and closed. The goal was ten days, and the team achieved and average of seven days which was considered above target performance.Drove superior quality and production metrics. The dedication to learning and sharing knowledge drove down audit findings and lead to above target quality scores overall. Relationship building skills with quality monitor and audit teams helped define and shape each case workers view of the complaint. Caseworkers were trained to look at the facts and act upon them.Organized operations and drove peak efficiency. Consistent actions from leadership helped grow the team members abilities. Coaching sessions, information meetings, and knowledge sharing sessions were scheduled and executed upon. Structured agendas were created to ensure the learning outcome was achieved.Created lasting and memorable moments for customers through one touch case resolution processes. Caseworkers focused on learning, and fact finding via communication with customers and leadership. One touch resolution results achieved were on target. Training & DevelopmentMet regulatory requirements of the complaints process. Quality, Production and Service Level are the key metrics for working complaint cases. Worked with internal company audit teams and government agencies to understand findings, then strove to educate the team regarding them was a critical daily function. The team performed above expectation in all three areas of focus.Ensured team is well educated and current regarding all processes and procedures. Change leadership was crucial as processes and procedures changed daily. The implementation of daily process update meetings with the team helped the team remain current on subject matter and implement changes effectively. These efforts were reflected in an above target rating in audit and quality findings. Production also increased as advancing case workers knowledge enhanced their confidence in performing the role.Partnered effectively with subject matter experts in both business and technology processes. The process of education enhanced the team ability to excel. Through well-organized efforts to know the process and execute upon them the team was called upon to take on twelve special projects across both bank and mortgage casework. Each special project was to help areas with backlogs return to current status. The team excelled in each role and completed each special project ahead of schedule. VICE PRESIDENT HOME MORTGAGE, (10/2001 7/2019)Managed call center leadership in customer service and account resolution (collections). Executed upon quality monitoring process to consistently deliver on target and above results through listening to calls and coaching findings same day. Created effective sales culture within a service oriented environment. Trained effective sales presentation skills within the body of a call, and developed leadership sales coaching skills training program.Candidate's Name
PHONE NUMBER AVAILABLE Maplewood, MN 55109Quality Results & MetricsMastered Net Loyalty customer survey and achieved on target and above results; all quality metrics consistently among the top at the enterprise level. At the end of each call a five question survey was offered to homeowners. The key to success was to ensure representatives understood the questions and how to incorporate the meaning of each question into the conversation. The team averaged above target results overall.Opened Minneapolis market to corporate sales initiative of cross selling and partnered effectively with sales trainers and schedulers to initiate program.Oversaw progressive growth of sales achievement to competitive results at the enterprise level. Leveraged knowledge of the consultative process to help representatives how to make and offer and when to make and offer during the body of the call. This created a smooth blend of making offers as resolution for their call was being achieved. As a result of the additional training offers and accepts grew to on target levels.Lead project teams in customer service and account resolution to successfully create automatic drafting from a ground floor concept to fruition. Partnerships were developed with technology teams, change management, and subject matter experts from the business. The project was delivered on time and within budget. Training plans were developed and deployed.Managed the growth of the auto drafting and product. Product accepts far exceeded projections. Representatives valued the product and homeowners reacted favorability which was reflected in survey scores and general feedback. Due to the products success on several platforms the program has been replicated by several business lines outside of home mortgage. Coaching & LeadershipDeveloped coaching program to help leaders become stronger in their coaching techniques and processes.Partnered with CIP facilitators to ensure impactful delivery, drive participation and manage attendance.Active participation in the enterprise Customer Interaction Program. Acted as Site Champion for Minnesota. Actively attended sessions and ensured the team attendance was well managed. Also took of the role of presenter for select modules. Developed custom materials for the topic at hand. The presentation was videotaped and shared as a training medium for peers in other sites.Active mentor all 19 years in both the diverse mentor program and leadership mentor program. Discussions were held on career pathing, professional development, and networking. ProductivityEnhanced leader and team member knowledge of productivity metric and their impact on customers and coworkers alike. This was a custom built product around the effects of absenteeism and the downstream effect on customers, coworkers, and the business. The goal was to create awareness in all how the business operates and the need for each person to be fully present each day. Absenteeism dropped significantly as a result of these efforts.Introduced concept of productivity is part of the quality definition: Quality is assumed where productivity is not. The relationship is built best when both are delivered. This was a custom built program around helping grow the concept of redefining the definition of quality to include productivity. The concept is homeowners valued both quality and productivity equally and when one is lacking satisfaction results drop.Managed effectively to all production metrics; ASA, AHT and AUX usage were all in line with enterprise goals. Project ManagementLed 18 month assignment of Independent Foreclosure Review; operated as Minnesota site lead and earned a promotion to LAM 3.Served as Auto Draft project manager in 2005 customer service and 2017 account resolution. Project implemented flawlessly.Revamped the 3 step refinance process in collaboration with the refinance team to create sales and service process.Opened the Minneapolis market to cross selling; implemented a culture of enhanced servicing through over benefitting the homeowner with something not expected.Owned CFPB Audit and achieved error free results during ownership of the process from 2016 to 2018. ADDITIONAL EXPERIENCELakeshore Learning Store ManagerOffice Depot Store ManagerNabisco Foods Territory ManagerBurlington Coat Factory Store ManagerLee Wards - Operations ManagerSears Roebuck and Company Area Sales ManagerEDUCATIONBachelor of Art (BA), Organizational Management & Communications Concordia College, St. PaulCandidate's Name
PHONE NUMBER AVAILABLE Maplewood, MN 55109 |
