TRACY M STEVENS

**** ********* *****, ******* *****, FL 32266 H: 904-***-**** C: 904-***-**** acvjud@r.postjobfree.com

Professional Profile

Retired banking professional with demonstrated ability to deliver mission critical results through effective human

resource management, process improvement, project leadership and relationship skills.

Extensive experience in card and mortgage operations/call center management, treasury management,

project management, training & development, executive complaints management and business process

management.

Effective communicator and relationship builder able to convey information effectively across diverse

groups and create a collaborative focus resulting in team driven solutions.

Outstanding problem solver with ability to rapidly assess situational challenges, develop action plans and lead

teams to meet or exceed targeted goals.

Areas of Expertise

Analysis, Call Center Management, Consulting, Customer Service, Facilitation, Human Resource Management,

Leadership, Performance Management, Presentations, Process Improvement, Project Management, RFP

Writing, Strategic/Tactical Business Planning & Implementation, Training, Treasury Management

Professional Experience

Senior Manager - Treasury Management Implementation (Projects) 2004 to 2015

Wells Fargo Jacksonville, FL

Provided leadership for 7 project managers responsible for leading complex product implementations for

Wholesale Treasury customers. Project managers served as the primary owners of the client experience and

were accountable for executing all project tasks and key milestones necessary to onboard the customer.

Provided oversight and leadership in resolving operating performance issues with the bank's healthcare vendors.

Improved SLA performance

Reduced setup errors during onboarding by adding more controls to the process

Improved the customer experience by leading multiple process improvement projects

Testing timeline improved from 20 weeks to less than 10

File delivery times improved by 1 day

Facilitated workshops with internal partners to identify opportunities to improve the end to end customer delivery

and servicing experience.

Facilitated additional training for the Sales & Customer Service teams

Improved Sales documentation to reduce downstream setup errors due to incorrect data

Partnered with Sales on large RFP's. Attended client presentations as needed.

Senior Manager - Executive Call Center 2001 to 2004

Metris Companies Jacksonville, FL

Provided leadership for 5 resolution specialists responsible for researching and responding to all regulatory and

executive level complaints and 3 process analysts responsible for performing root cause analysis to identify

trends, process improvement opportunities and gaps in internal controls.

Consistently out-performed all call center performance metrics and received the highest possible rating on

Compliance/Audit reviews.

Worked cross functionally to implement business process improvements resulting in reduced customer

complaints, expense reduction and reduced litigation/reputational risk.

Senior Training Consultant 1991 to 1994

Management Decision Systems Atlanta, GA

Responsible for consulting with clients to design customized training curriculum based on their unique

requirements.

Complete needs assessment to understand business needs. Provide training plan and recommendations.

Facilitated training sessions on site for client's staff; provided Train the Trainer sessions to position client's staff to

support ongoing delivery.

Vice President 1984 to 2001

Bank of America Jacksonville, FL

Call Center Sr. Manager (Mortgage & Card)

Fraud Operations Sr. Manager (Card)

Risk Manager (Mortgage & Card)

Learning & Development Manager (Card)

Career Highlights

Project Management:

Led training project to prepare 300 Collections and Customer Service personnel for a major systems conversion

(TSYS to First Data). Staff successfully transitioned to new processing system on Day 1 with no operational or

customer impacts.

Led project to install the first early warning fraud detection system at Bank of America. Managed the

rules/strategies used to detect fraud. Prevented $350M in fraud losses the first year.

Led the creation of a new Executive Complaints call center required to comply with an OCC Consent Order.

Team responded to all executive and regulatory complaints and performed root cause analysis to

identify operational triggers for these complaints. Efforts led to $200M in cost savings/cost avoidance

opportunities identified in the first 18 months.

Led project to identify root causes of billing errors occurring when onboarding Treasury customers at Wells

Fargo. Successfully reduced billing errors to <1% by adding additional controls to the end to end onboarding

process.

Led all pilot projects for new complex treasury products prior to full market rollout. Successfully achieved all

pilot metrics and validated readiness. Met timeline for all market rollouts.

Led project to re-engineer onboarding processes for vendor supported products. Worked with vendors to close

process gaps and add more quality controls to reduce onboarding errors. Reduction in errors led to higher

customer and partner satisfaction with the onboarding process.

Led consulting projects with several Canadian Banks to develop customized training curriculum for their

staffs. Consistently received very positive evaluations from each client. Management able to observe

noticeable performance improvement immediately following training.

Led cross functional Lockbox project to resolve image quality issues and align cutoff times with the vendors

processing windows. Image quality issues improved significantly; file delivery times improved by 1 day.

People Management:

Wells Fargo project team consistently achieved high scores on the annual Team Member Engagement Survey and

achieved 0% employee attrition over 10 years.

Focus on employee mentoring and development resulted in two employees achieving Project Management

Certification (PMP) and one employee achieving Certified Treasury Professional (CTP).

Created and led internal PMBOK study group to support employees seeking PMP certification or those seeking

to improve their project skills.

Successful leader of large teams (150+ ) and personnel across multiple sites.

Leadership

Served on the Treasury Advisory Council

Served on the Implementation Leadership Committee

Served as a Mentor in the Mentoring Program

Served as the Jacksonville Site Leader

Led organizational changes required to support business objectives

Education

Bachelor of Business Administration

University of North Florida Jacksonville, FL

Advanced Bankcard Management

ABA Graduate School of Bankcard Management Norman, OK

Project Management

Project Management Body of Knowledge (PMBOK) Jacksonville, FL

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