Operations & Project Management Leader in Banking
Resume:
Dennis Johnson
***********@*****.***
Charlotte, NC 28206
Professional Summary
With over a decade of experience as a dedicated manager in the banking sector, I specialize in enhancing customer experience and overseeing project management. I have proven expertise in human resources, encompassing interviewing, hiring, and compliance with legal and federal recruitment guidelines. My background includes substantial leadership experience, adeptly overseeing multiple projects to meet deadlines, minimizing risks, deploying strategies to address departmental obstacles, and fostering collaborations. A skilled communicator and innovative analytical person, I am an enthusiastic and tenacious collaborator accustomed to thriving in high-pressure settings.
Professional Experience
Assistant Vice President – Business Execution Consultant
Consumer Operations Loudspeaker Team– Charlotte, NC
September 2022- Present
· Present recommendations to develop, implement, and monitor strategic approaches, effectiveness of support function, and business performance improvement opportunities for managing risks of the business.
· Participate in a variety of assigned and ongoing business operations to ensure success in meeting business goals and objectives.
· Identify opportunities for process improvement by conducting root cause testing of all compliance and business metrics.
· Determine areas of strength or Business Execution opportunity within defined scope of work
· Review and research strategies and action plans to establish effective processes while meeting performance metrics and policy expectations.
· Utilize independent judgment to guide moderate risk deliverables.
· Write high-touch decision responses back to submitters, ensuring each employee feels heard and valued.
· Maintain strong relationships with SMEs and Accountable Leaders, ensuring they have the tools, resources, and program information needed to be successful. This includes holding regular meetings with key stakeholders weekly.
· Exercise independent judgment and provide guidance in diverse support functions and operations for a single business group within a line of business.
· Collaborate and consult with leaders and executive management.
· Provide work direction to less experienced Strategy and Execution staff.
Human Resources- L&D Facilitator
Wells Fargo Small Business – Charlotte, NC
September 2021- Present
· Execute and deliver standard training material of courses with one or more components (e.g., new-hire, refresher, process, product or systems, and customer experience skills) to an audience through directive teaching methods to help individual contributors and managers develop crucial job skills.
· Support peers and assist with initiatives and implementation to strengthen curriculums for: Payment Card Fraud Detection, Credit Card Collections, ATM/Debit Card Non-Fraud, Online services, and Pin Dual Non-Fraud
· Forecast and Provide direction and support with various level business leaders on functional learning strategy.
· Recommend modifications to instructional designers to keep course content current and to enhance programs, resources, and tools.
· Participate in a variety of assigned and ongoing business operations to ensure success in meeting business goals and objectives.
· Monitor and Identify opportunities for process improvement by conducting root cause testing of all compliance and business metrics.
· Analyze and Determine areas of strength or Business Execution opportunity within defined scope of work.
· Present recommendations to develop, implement, and monitor strategic approaches, effectiveness of support function, and business performance improvement opportunities for managing risks of the business.
· Exercise independent judgment and provide guidance in diverse support functions and operations for a single business group within a line of business.
· Collaborate and consult with leaders and executive management.
Client Service Manager STAR Program
Wells Fargo Small Business - Columbia, SC
February 2021- September 2021
• Proactively monitoring agents’ application statuses, identifying, and escalating risk concerns, conducting quality reviews on inbound/outbound calls from agents, implementing call flow steps to cut down material errors on application reviews, and staying up to date with all legal and SBA compliance regulations.
• Responsible for the highest degree of accurate reviews including report preparation, analysis, and trending/insights of findings (including identification of fraud concerns) and proposes recommendations for changes that has had a fundamental impact on future PPP loan application quality and processing.
• Consistently establishing center-level/function policies, procedural updates, and identifying risk related situations, to ensure quality and efficiency relating to government regulations and company policies.
• Accurately assesses clients’ financial needs for the purpose of formulating a forgiveness plan and delivering an effective variety of options, which has helped our customers succeed financially.
• Reviewing, tracking, and monitoring reports for items requiring actions related to PPP Applications loan amounts up to $1M from various type of businesses and organizations.
Customer Service Hiring Supervisor 2- Banker Connection
Wells Fargo Regional Banking - Columbia, SC
September 2017 to February 2021
• Evaluates employment factors such as: job experience, education, training, skills, knowledge, and abilities. Consulted with management and HR partners to recommend candidates, starting salaries, and requirements eligibility.
• Consistently exceeded in mitigating risk errors monthly on interview guides by being efficient, detailed, attentive, and extremely organized- resulting in 100% random job folder audits from the enterprise Recruiting Team
• Created reports in Excel and SharePoint using tables, database, quires, and recruiting Solutions to effectively provide partners with accurate scores and data, which improved the program, ensured consistency, and eliminated duplicated errors.
• Ensured staffing transactions are completed accurately and in compliance with all policy and regulatory requirements, to cut down on organizational and company risk.
• Proactively consulted with the business line managers and partners to strategize and prioritize key project opportunities to enhance the department hiring process.
• Following and completing all process requirements including dispositioning candidates, scheduling interviews, submitting accurate documentation, ensuring compliance with all policy and regulatory requirements, following up on background checks, providing feedback from to candidates, and onboarding them into the program.
Contact Center Team Manager- Online Banking
Wells Fargo WFVC - Birmingham, AL
July 2016 to September 2017
• Managed the day-to-day supervision of staff of twenty agents that received incoming contact through several channels with customer’s concerns relating to: Fraudulent activity, technical support, account summaries, legal threats, products & services, and online resource tools.
• Led and developed a team of thirty representatives for Online Banking Services by coaching, mentoring, influencing company policy, and providing constructive feedback when needed to ensure my team metrics exceeded department expectations.
• Facilitated Quality Assurance appeals and procedure reviews for team members weekly, to ensure quality standards are being met while providing feedback and recommendations, which reduced my team errors and regulatory risk.
• Motivated representatives to achieve individual, team, personal, and site goals by acknowledging and encouraging them daily; team was #1 team out nine teams for all metrics including: AHT, Productivity, Customer Experience, QAs, and Adherence
• Implemented Customer Experience calibrations calls and a call flow guide for the representatives of the entire department, which helped with increasing our site customer experience surveys.
Team Lead-Online Customer Service
Wells Fargo - Concord, CA
June 2015 to July 2016
• Prepared and delivered post call reviews to bankers- giving them an opportunity to gain experience from their successes and their challenges.
• Oversaw complex escalation items such as: exception tickets, limit authorities, research of customer issues, inquiries and complaints from customers, and on-line transaction processing.
• Aided less experienced representatives, providing one-on-one feedback, coaching, and mentoring on performance, training on policies and procedures new or enhanced services and/or procedural changes.
• Performed the operational duties of the supervisor position, administrative assistant, and project management work.
• Efficiently responding to escalated inquiries and complaints on the most complex issues, all while, resolving them in a timely manner- being recognized for consistently providing a seamless experience for our customers.
Escalated Support Banker-Online Customer Service
Wells Fargo - Concord, CA
April 2014 to June 2015
• Supported management in the day-to-day administration of customer service teams, as well as, responding to inquiries via the phone, written correspondence or via-email regarding customers concerns.
• Reviewed daily reports including quality assurance and customer satisfaction surveys, to verify if agents followed policies and procedures and provided each customer with a positive experience.
• Actively providing feedback and recommendations to improve processes, policies, team performance, and customer satisfaction
• Supported over 250 representatives with recommending solutions to assist the customer needs, providing clarity on uncertain situations, waiving fees, and conducting action plans.
Business Online Customer Service Representative
Wells Fargo - Concord, CA
December 2012 to April 2014
• Manage routine inquiries and complaints from internal and external customers regarding financial products and services.
• Worked closely with Business customers to ensure needs were met with account maintenance, report generation, online systems, and project work.
• Processing routine to complex transactions on-line, researching and resolving routine to moderately complex problems and inquiries and referring difficult problems to more senior representatives.
• Assisted customers with troubleshooting business devices: Direct Pay, CEO Portal, and various business systems.
Online Customer Service Representative
Wells Fargo - Charlotte, NC
July 2012 to December 2012
• Responded to routine inquiries and complaints from internal and external customers regarding financial products and services.
• Helping customers with online issues: Passwords, Transfers, Payments, and Claims.
• Offering Products and Services that would benefit customers: Checking accounts, Savings, Credit Cards, and Loans- which I exceeded daily by building a strong rapport with each customer.
• Administered helpful tips and best practices to team to validate all procedures are being read efficiently.
• Evaluated and performed servicing to various customer account types within a certain time and 100% accuracy.
Human Resources Specialist
IQor - Charlotte, NC
March 2009 to July 2012
• 3 years of meeting strict deadlines in a business/office environment to follow company regulations.
• Evaluated employment factors for potential candidates such as job experience, education, training, skills, knowledge, technical abilities and
• Consulted with management to recommend candidates, starting salaries, behavioral concerns, employment gaps on resumes, and their ability to perform department job duties.
• 3 years of processing employment applications, outreach programs, hiring workshops, job fairs, resume reviews, and sourcing
• Analyzed Personnel Forms, Employee Records, trends and patterns, and department procedures to ensure my compliance standards always exceeded.
Education
• North Carolina Central University
Durham, North Carolina Mass Communication/ TV Broadcasting- courses toward degree
• Central Piedmont Community College
Charlotte, North Carolina Human Service- courses toward degree
Certifications
• Customer Experience
Exceptional Service, caring for customers, and Putting Customers at the center of everything we do.
Contact this candidate