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Click here or scroll down to respond to this candidateCandidate's Name
Atlanta, GA PHONE NUMBER AVAILABLE EMAIL AVAILABLEVision-driven change agent with exemplary record of project, team, and administrative leadership successProven talent for aligning organizational strategy and objectives with established leadership paradigms to achieve maximum operational impacts with minimum resource expenditures. Results-focused candidate with a background and interest in administrative functions, as well as experience across the finance sector. Passionate about the opportunity to further develop background and experience in a new and challenging role, working alongside teams and clients in a global environment. Exceptionally dedicated professional with keen interpersonal and communication skills for the diverse modern workplace.Career HighlightsExercised corporate leadership for over five years, serving as a professional role model through motivational, mentoring, and consulting initiatives.Established and maintained effective business partnerships.Gained and leveraged experience in operating within a virtual environment alongside an international team across all organizational levels.Excelled as an expert in Wells Fargo's online channel, banking, and services.Interacted with integrity at a high level of professionalism with team members and management at all levels.Prioritized work, met deadlines, and achieved goals within a demanding schedule in a fast-paced and complex environment.Core CompetenciesTeam & Project Leadership ExpertiseStrategic Partnerships & PlanningProcess ImprovementMentoring & DevelopmentData & Quality AnalyticsTech Tools & SolutionsFinancial Services & ForecastingPresentation SkillsRisk MitigationProfessional ExperienceWells Fargo, Charlotte, NC, 2016 to 2023BUSINESS EXECUTION CONSULTANT, 2022 to 2023Excelled in bridging communications and aligning company objectives with promotional activities to consistently meet business goals.Utilized robust interpersonal skills to communicate processes, strategies, and outcomes, collaborating with executives and stakeholders to ensure success.Delivered engaging and informative presentations to educate teams, executives, shareholders, and the public about company news, updates, and offerings.Developed and mentored the project team to ensure maximum performance, providing purpose, direction, and ongoing motivation to foster professional growth and build high-performing teams.Piloted major initiatives for Daniels Law and Global Cookies Consent from requirement definitions through deployment, identifying schedules, scopes, budget estimations, and project implementation plans, including risk mitigation.Assisted with weekly walkthroughs, collaborating with stakeholders to assess project progress and, when necessary, adapted scope, timelines, and costs to confirm that the project team adhered to all relevant project specifications.Forged and sustained positive professional relationships with applicable client stakeholders, delivering daily updates on project status and variations.INTERNAL DATA PRIVACY OPERATIONS ANALYST 3, 2020 to 2022United with the project team to sustain daily IDPO production processing resources and documentation via weekly audits and monthly updates.Outlined and recorded process flows, investigated gaps by evaluating documentation and current systems, and facilitated any implementation-related activities and documents.Originated business procedures and processes within strict IDPO guidelines, providing detailed analyst guidance during ticket processing to prevent risk.Facilitated monthly walkthroughs following production release, certifying guides and documents for analyst use, and made complex monthly procedure/IDPO Tool updates comprehensible to analysts.Hosted analyst meetings of ticket processing for the final review completion process in end-to-end activities and roles in the IDPO tool with Manila partners, boosting efficiency and reducing risk.Administered quarterly Quality Assurance process, scheduling a two-week planned agenda in Outlook for the quality team to run a ticket audit at the end of each quarter.Discovered risks, improvement opportunities, and inefficiencies in Procedures, Training, and Tooling capabilities to launch the new quality quarterly assurance process.Sustained resolution and tracking of files such as ADA trackers, Held and Redacted trackers, Escalation trackers, ID proofing, and Verification trackers to achieve resolution of all outstanding items.Retained a communication channel with the RPO (Regional Privacy Officer) for international ticket processing within GDPR guidelines.Coordinated general onboarding, offering Identity Access Management tools utilized in UAT and the production environment of the IDPO tool; also, supported the resource on/offboarding process involving user account creation, access requests, and equipment orders.Functioned as main contact for the workflow and resource onboarding form, collaborating with managers to guarantee appropriate documentation, and worked with consultants in DMI to grant SharePoint access.Updated analyst records and every assigned role for the monthly audit, ensuring no inference between the assigned role and access provided.Tasked with maintaining a communication channel with LOB Compliance officers and Regional Privacy officers to ensure the accurate and efficient delivery of privacy notices and disclosures.Documented training material for the processing of Privacy Notices and disclosures intake and delivery process utilizing the privacy notice tool.Managed the Privacy Notice Inventory to ensure legal and stakeholder-approved documents are stored on file.DATA PRIVACY CUSTOMER SUCCESS TEAM MANAGER, 2019 to 2020Promoted professional development of team members and new lines of business with the goal of meeting company expectations; this involved defining quality metrics in 1:1 and group settings, as well as building coaching guides, interactive games, and job aids to enhance resource familiarity.Documented feedback on workflow and business processes to the project team; conveyed to management cost-effective practices and business needs that enhance productivity and garner shrinkage.Finalized computer system and tools troubleshooting and testing within the line of business, and encouraged team members to uphold effective practices concerning processes, procedures, and policies.Aligned with resource planning to organize and plan team calibrations and other off-phone activities; supplied training for Data Privacy content.Composed and edited all training-related materials and internal communications for DPCC representatives centered on CCPA; fulfilled escalated calls on services from customers.CONTACT CENTER TEAM MANAGER, 2019Conceived personalized coaching plans addressing selected behaviors to ensure all team members managed risk and consistently offered an accommodating experience.Supplied comprehensive information on digital products and services to bankers, which also entailed partnering with other lines of business to execute punctual resolutions.Conferred with subject matter specialists, senior managers, and executives across Wells Fargo, and worked closely with management to address business needs and establish effective business practices regarding service levels, shrinkage, and productivity.Worked with Resource Planning in sorting and leading off-phone team activities and aided team members with critical support through routine and complex issues.ONLINE CUSTOMER SERVICE 4, 2018 to 2019Advised phone bankers on escalated and routine issue resolution through a combination of leveraging company tools, resources, and research; oversaw escalated and unresolved calls from newer bankers.Supplied bankers and consumers with necessary information on all digital products and services; identified and endorsed areas of opportunity to increase performance.Shared key staff performance input with Supervisors involving issue escalation for appropriate resolutions.Developed new hires with weekly meetings, calls, team member introductions, welcome activity coordination, and smoothing transition to the floor team.Examined the Virtual Library and related bulletins to keep up-to-date on all procedural and policy changes.Headed team meetings, managed special projects when assigned, and acted as a point of contact when senior management/leadership was absent.ONLINE CUSTOMER SERVICE 3, 2017 to 2018Managed escalated customer inquiries and complaints regarding products and services, ensuring timely and effective resolution.Provided expert guidance and support to front-line customer service representatives on complex or sensitive cases.Answered escalated calls on services or products from customers Analyzed and diagnosed customer issues to identify root causes, implementing solutions that prevented recurrence.Collaborated with cross-functional teams such as product development, operations, and quality assurance to resolve escalated issues and improve service delivery.Maintained detailed documentation of escalated cases, actions taken, and final outcomes to ensure accurate tracking and reporting.Monitored and evaluated trends in escalated calls, identifying patterns that indicated potential systemic issues and recommending process improvements.Ensured adherence to company policies and regulatory requirements during escalation handling, minimizing risk and ensuring customer satisfaction.Trained and mentored junior team members on best practices for de-escalation and conflict resolution.Provided feedback to management on recurring issues and potential areas for improvement in product offerings or service processes.Acted as a liaison between the customer and internal departments to facilitate prompt and effective resolution of escalated issues.Directed SME for YourLoan Tracker focal group, upgrading eCIC and VL.Aided customers with online navigation and operating systems; informed consumers and bankers on new digital products and special services.Previous ExperienceWells Fargo, Charlotte, NC, 2016 to 2017 ONLINE CUSTOMER SERVICE 1&2Verizon Wireless, McLeansville, NC, 2014 to 2015 VERIZON WIRELESS COACHPapaya Clothing, Mebane, NC, 2013 to 2014 SUPERVISORKMart, Burlington, NC, 2011 to 2013 RETAIL ASSOCIATEEducation and CredentialsEducationMaryville University St. Louis, MOBachelor of Arts in Social Work, Expected July 2028Certifications and TrainingFoundations of Project Management, Google CourseraAwards and HonorsGoldenspokes Award 2020VolunteerismCone Health Cancer Center at Alamance Regional Candy Striper; Alamance RegionalLoaves & Fishes/Friendship TraysSt. JudeAdditional InformationTechnical Proficiencies: Microsoft Suite, Visio, WF Virtual Services (SME and Project Management), Wells Fargo Systems (CIV, CCM, HOGAN, CSA, eCIC, VL, Privacy Portal, Internal Data privacy operation tool), eWFM, system (E-Workforce Management) and IAM (Identity Access Management), Tableau Reporting, SharePoint, OpenText |
