Amy Kaighen Email & Phone Number

United States

• Product owner of Loan Servicing and Custom Solutions.
• Work directly with end users to capture and analyze challenges to their workflow.
• Conduct deep dive analyses from multiple data sets to identify key learnings.
• Lead requirements gathering workshops to define use cases and user stories.
• Present business performance metrics and implications to executive-level audiences.
• Design program readiness activities to support the successful implementation of new applications.

Minneapolis, Minnesota, United States

• Collaborate across Wholesale to create and manage a process for producing integrated insights and intelligence, to include the development of analytical roadmaps and cadence for deep dive requests with analytical.
• Lead the Reporting and Analytics work stream with partnership from the Wholesale Insights and Reporting (WIR) analytics group to create dashboards and manage out-of-box customized reporting options with vendors
• Develop compelling customer experience deep dive analyses materials to inform priority leader and stakeholders of existing themes and trends related to their respective priorities with detailed implications and.
• Facilitate the transition of our customer experience measurement strategy to the Net Promoter Score (NPS) survey model and secure resources to create new reporting packages based on the new survey model and platform
• Create a process for sharing information across Wholesale LOBs, and across the Enterprise to determine areas of engagement (i.e. are there trends that we could augment, course-correct current strategic initiatives or.

Shoreview, MN

• Researched, analyzed, and produced the targeted use-case examples used to gain senior leader approval for the Security Center chat support pilot project
• Supported enterprise wide initiatives by implementing strategies that decrease risk in our internal security and fraud messaging (ex: leading an internal review and refresh of all security and fraud messaging resources.
• Built strong relationships with cross-functional teams across the enterprise to improve security and fraud communication strategies (ex: facilitating strategic planning sessions to develop marketing plans for security.
• Independently led virtual teams to strategize and plan initiatives that support the awareness of our security and fraud prevention programs
• Ensured internal Virtual Fraud Education plans and programs adhered to the appropriate line of business policies and regulations

Shoreview, MN

• Consulted with leaders to support strategic implementation of new processes and procedures
• Conducted strategic assessments and root-cause analysis research by translating large amounts of complex customer satisfaction data into easily understood data points
• Served as Project lead for the pressure points program aimed at alleviating systemic pain points in the banker and customer experience for the WFVC Sales and Chat division
• Independently managed weekly status reporting and stakeholder meetings for CEM related initiatives taking place in the WFVC
• Drafted executive updates for senior leaders providing key insights and analysis related to customer experience performance
• Served as the business proponent for customer experience resources provided for the Sales and Chat division (ex: Chat Skills Library)

Shoreview, MN

• Analyzed banker and business performance trends in customer experience and quality assurance to provide support and guidance to line of business leadership leading to an improved experience and increased performance to.
• Developed coaching strategies for various levels of leadership by summarizing trends, providing insights, and sharing opportunities for growth in quality assurance and customer satisfaction
• Facilitated call review and calibration sessions to share results of trends previously identified through deep dive analysis results and solicit feedback from line of business leaders
• Acted as a change agent to facilitate delivery of exceptional customer experiences by applying critical thinking, thought leadership and ability to influence

Shoreview, Minnesota

• Independently enabled the successful delivery of complex training curriculum to multiple lines of business and levels within the Wells Fargo Virtual Channels contact center
• Provided critical feedback on processes and support materials to ensure that team members had the tools and resources to be successful in their training experience
• Supported projects to improve content in training material to establish a standard sales and customer service knowledge base for team members

Shoreview, MN

• Facilitated complex training curriculum to new hires and leaders
• Collaborated with the instructional design team along with other functional areas to maximize the effectiveness of the design, delivery, and evaluation of the training program
• Managed and reviewed employee adherence to the required classroom, web based training courses, and skills examination required to complete training

• Responsible for supporting multiple bankers and queues by responding to escalated, non-routine and difficult calls concerning financial products and services
• Coordinated coaching strategies with line of business leaders to assist in supporting accountability and performance development for team members
• Maintained subject matter expertise through training and development to ensure team members felt confident and supported in providing excellent service to their customers
• Integral in supporting team members and leaders with resources and coaching to motivate, develop and retain front-line employees

My primary responsibilities involved working to resolve simple to complex banking issues for high value business accounts. My position also required that I review all high value business relationships for potential opportunities to expand and grow current relationships through my comprehensive knowledge and experience servicing and pitching deposit, time.

The primary responsibilities of a banker coach involve, sitting along side new hire bankers to monitor calls for critical errors, answer questions regarding compliance, banking regulations, and proper use of banker tools, resources, and references. This position allowed me to play an active role in facilitating all areas of banker education from.

Organizational Leadership, Minor In Data Management And Analytics

Transfer Studies

Completed two plus years of education in transfer studies to independently explore studies of future interest.

Transfer Studies

Transfer Studies