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Wells Fargo Project Manager

Location:
Ashland, VA
Posted:
July 14, 2025

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Resume:

Deana Bertrand

Business professional with extensive experience in financial accounting,

research, and problem solving. The majority of this experience has been used supporting Wealth Management. Key strengths include attention to detail, multi-tasking, working at a fast pace and meeting deadlines. 221 Marday Drive

Ruther Glen, VA 22546

804-***-****

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

EXPERIENCE

Wells Fargo, Glen Allen VA — Work Director (Team Lead) June 2017 - June 2024

Reshape key strategies to meet emerging customer needs. Create differentiated customer experiences.

Challenge the status quo by embracing and initiating beneficial changes that result in continuous improvement in service delivery and customer satisfaction.

Modernize our processes and implement/support automated technologies across our organization.

Identify and execute initiatives to further digitize paper. Think beyond individual team functions and bring an end-to-end customer centric mindset to our work.

Meet customer and partner commitments for service quality. Support partners’ experience improvements and new capability deployment.

Respond to and reduce complaint volume as appropriate. Improve the customer experience by applying a customer-centric vs function-centric mindset.

Act with integrity and always do the right thing for the customer. Build trust and long-term relationships.

Assist Project Manager on gathering information for the project at hand.

Assist Client Advisors and Financial Advisors with research requests regarding problems with imaging and processing of New Account paperwork.

Wells Fargo, Glen Allen VA — Securities Operations Service Specialist

A[ril 2005 - June 2017

Draft, communicate, and implement business rule changes and procedures for the Wells Fargo Advisors New Accounts Team. Develop, implement, and maintain training material to include new hire on-boarding training.

Serve as an inner departmental Service Matter Expert as the first point of contact for Work Directors for issue resolution, research, and day-to-day operational assistance.

SKILLS

Word

Excel

Teams

Micro Office

Workday

PowerPoint

AWARDS

Received monetary

recognition for role in

Exceptions Research.

LANGUAGES

English

Assist with project efforts to include UATtesting, deep dive analysis and hoc reporting.

Support conversions and mergers by identifying process gaps, traveling to provide on-site training, and performing document review. Wells Fargo (Wachovia, First Union, Signet Bank) Glen Allen VA - Print Operations, Operations Specialist March 1987 - April 2005

Print Operations: Identify and mail reports for Wachovia Securities departments and branches.

Fast paced environment with strict deadlines.

Operations Specialist: Identified the bank of first deposit and/or deposit account information for returned checks.

Stripped and qualified checks to correct using proof encoders and 7780 sorter machines.

Balanced daily work and prepared and processed general ledger entries. Exceptions/Incoming Returns: Researched and cleared out of balance situations.

Performed research for charge back and exceptions items including general ledger research and reconcilement.

Handled calls from Customer Service and Loss Management dealing with Pay/Return decisions.

Interfaced with the Federal Reserve and other banks to resolve issues around double returns, paid returns, late returns, and items returned to the incorrect account.

Interacted with Customer Service, Branches, Loss Management, and other internal areas of the company to ensure problems were resolved quickly and efficiently.

Handled the reconcilement for 3 internal accounts between First Tennessee and Wachovia.

Established meetings with First Tennessee Bank to resolve issues and reduced the number of losses the area was experiencing by 98%. Handled work that was normally handled by 3 associates. Handled all research for the entire state of Florida without any losses to the company.

Settlement and Controls: Monitored workflow for charge back items. Acted as liaison between processors and management. Researched items to the correct customer accounts to eliminate items being held over for day two research.

Reduced holdover research from an average of 120 items per day to 12 per day.

General ledger research and reconcilement.

Handled End of Day Balancing and reconcilement for chargeback processing.

Commercial Check Processing: Reviewed checks for commercial customers verifying items were not stale dated and carried the authorized signature for the account.

Mailed statement and checks to customers during month end processing.

Handled all entries for Stop Payment customers. This included placing stop payments and returning checks for stop payment. Monitored third party accounts and performed adjustments as needed to clear aged items from their account reconciliation. Retrieval Department: Pulled photocopies for Bankcard and Bank items due to missing items in the workflow using microfiche and film. EDUCATION

Armstrong High School, Richmond VA — High School

September 1980 - JUne 1983

PROJECTS

Business Rules — Wells Fargo Advisors (New Accounts) Maintain database used to house all the business rules regarding the Wells Fargo Advisors New Account paperwork.

Imaging - Wells Fargo Advisors (New Accounts)

Worked with the project manager to help resolve any issues that came to my attention regarding the imaging of this work. Some of this included creating new codes for new paperwork and training the associates on the change.

India — Wells Fargo Advisors (New Accounts)

Spent a month in India training new associates on the processing of New Account paperwork.

Wells Fargo Advisors (New Accounts)

Support IS (IntergrationIntegration Specialist) by traveling across the USA to provide on-site help for new Financial Advisors with opening accounts for all Lines of Business in Smart Station database.



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