Customer Service, Quality Assurance, B2B sales, inbound contact center

Steven K. Evans

Direct: 602-***-****

**********@*****.***

QUALIFICATION SUMMARY:

I am highly focused and result – oriented in supporting complex deadlines – driven operations. I can identify goals and priorities to resolve issues while building strong partnerships and working with collaborative models to deliver superior business results that exceeds LOB goals. I have strong analytical skills and a high attention to detail with accuracy. My professionalism, sales and customer service experience shows proven results. I am recognized and trusted as a decision maker who will execute with sound judgment and absolute integrity. I provide the highest expertise in customer service, quality assurance, leadership, and implementing streamlined business solutions.

Wells Fargo

Personal Loans Inbound Contact Center

Supervisor/ Work Director (02/2022 – Current)

I partner with PL ICC leadership to provide workflow optimization, break away performance, monitoring CCPulse/status queues; making sure team members are adhering to their schedules break/lunch or when not in a phone ready status. I monitor and ensure that are performance service levels are being met with our SLA above 80% and Quality goals exceeding 99% monthly. I perform target reviews, coaching opportunities for my team, taking escalation calls/emails, and reviewing LOB SOP’s advising feedback/revision when needed. I am considered a Subject Matter Expert (SME) in my line of business.

Oversight/manage and facilitate our morning daily production and calibration meeting with all department managers and business executives.

Conduct and lead our LOB new hire and cross function training, continuing to update our training decks and SOP’s when needed.

Lead our Bi – weekly team huddles and our Bi – weekly team recognition meeting.

Review and provide reporting, tracking for the Extended Fraud Alert to show adherence to Risk Controls/audit.

Manage/oversee our Ask Me First (AMF/2nd level review) team, who are Subject Matter Experts and assist with our teams questions/concerns, or customer/banker escalation calls.

I provide direction/supervision to our other PL ICC Team Leads, to discuss and plan our daily goals based on productivity, weekly production forecast and trends, schedule changes, vacancy reporting, and other reporting to ensure that we provide an exceptional customer service experience.

Wells Fargo/Contractor

Business Support Consultant II (01/2021 – 12/2021) I achieved a high level of accuracy of 98% and above, performing control reviews and provided opportunities for self – identification of issues, root cause analysis, reporting, and resolution of process and control deficiencies. The group is part of our first line of defense and works closely with the business group Enterprise Investigations, to mitigate operational risk that arise from inadequate or failed internal processes.

Demonstrate a strong knowledge of risk management and principals, internal control design objectives, testing, quality assurance methodologies and sources of truth.

As a self – assurance analyst, it is important in maintaining companywide policies and understanding the Allegation Procedure Lifecycle.

Collaborate and strategize with colleagues and leadership to plan, execute a variety of Corporate Risk initiatives.

Ensure quality, activities are achieved through post – process techniques used to provide confidence that our in – line controls are being performed in a complete, accurate and compliant manner.

Midwatch Security

Operations Manager (11/2015 - 12/2020)

I provided oversight for the day-to-day operations and supervision for team of approximately 24-Security Professionals and Investigators. I helped develop and implemented business policies, protocols, and procedures that provided the safest and highest quality standard in the industry. I also provided B2B Sales initiatives that built and deepened business relationships that blossomed into great partnerships proven increase revenue of 3x, affording us the opportunity to partner with larger venues that led to a major increase in billable hours. I supported and fostered a work atmosphere that cultivated a culture of Service minded Security Officers that are well trained, customer focused professionals that use strategic planning, empathy, and sound judgment/Integrity with every interaction.

Possess a solid understanding of statistical data analysis and profit/loss margins.

Improved team dynamics which resulted in 100% client retention for over 36 months of fulltime service.

Provided continues training, feedback and overall quality improvements that ensured greater overall client/customer experience and profitability. JPMorgan Chase

Execution Specialist (10/2014 – 11/2015)

Service Member Civil Relief Act (SCRA) Remediation Business Analyst, my primary responsibilities was to review customer accounts and perform remediation actions on projects of high complexity with cross functional impact for Auto Finance, Student Lending, and Home Lending. These actions will be performed in compliance with regulations, corporate policies, LOB policies and procedures.

Driving process improvement, cross training, and pipeline management. I successfully increased overall productivity while still maintain high level of quality adherence.

Validation and updating of MS Word/Excel documentation and processing actions on various systems of record.

Quality Control Analyst

Reviewed and replaced actions performed on customers’ accounts to ensure previous work is compliant with all regulations, corporate policies, LOB policies, and procedures. Quality tests numerous processes within the Chase Auto Finance, Student Lending, and Home Mortgage to ensure all procedures are followed.

Analyze the process from beginning –to-end and provide recommendation’s where controls are needed.

Adapted to changing requirements while ensuring quality adherence, staying current on all policies and procedures to incorporate that knowledge into and through reviews.

Daily interactions with project team, including processors, project managers, and remediation execution manager.

The Law Office of Joshua K. Hatch PLLC

Legal Assistant (01/2011 – 10/2014)

I worked for a Firm that specializes in litigation preparing interrogatories and request for production, gathering affidavit of financials, and supporting documents. I scheduled depositions while preparing and forwarding pleadings, summons and subpoenas. Built professional relationships with clients and provided active listening, empathy, sound judgment, and confidentiality. I drafted complaints and responses to opposing counsel.

Researching a variety of sources such as internet, newspaper, case law, statues, and system of record.

Review legal documents for accuracy and authenticity to establish that all legal requirements and timelines are met.

Wells Fargo System Summary:

Post Allegation Review Tool (PART), Customer Harm Assessment Tool (CHAT), Enterprise Investigation Monitoring and Review (EIMR), Enterprise Allegation Platform (EAP), Store Vision Platform (SVP) Universal Application Portal (UAP), XPM Home, Productivity Time Tracker (PTT), MASK, SOTA, Tableau Server, Nexidia, Empower/Alveria, NICE, CC Pulse, Celonis, ACAPS, CISCO Jabber, SOFT Phones (USP).

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