As the Commercial/Treasury Operations Manager at Bell Bank, I led the Commercial Relationship Support team, driving customer success both internally and externally. I coached and developed the Commercial Relationship Support Manager and the Commercial Client Services Manager, fostering exceptional customer experiences. I was instrumental in proposing, developing, and launching the Commercial Client Services team, significantly enhancing customer success in commercial banking and treasury management. Acting as a liaison between operations, customer service, and sales/relationship teams, I mentored Treasury Management Operations teams to cultivate a customer-centric and inclusive learning environment. I managed new Commercial/Treasury Management projects and initiatives, collaborating with internal teams as necessary. I also established and refined operating policies and procedures for all teams under the Commercial/Treasury Operations umbrella and developed and managed a business continuity plan for Treasury Management Operations, Commercial Relationship Support, and Commercial Client Services. Additionally, I spearheaded the implementation of new technology solutions to streamline commercial banking operations and conducted regular performance reviews, implementing professional development programs for team members.

In my role as the Wholesale Banking Relationship Support Manager at Wells Fargo Bank, I recruited, led, and retained a team of Relationship Associates supporting Middle Market Banking Relationship Managers and clients. I managed Relationship Associates across multiple Minnesota locations, ensuring positive customer experiences. I partnered with internal teams to achieve customer success across all middle market lines of business and led BSA/AML compliance projects, ensuring resource availability. Additionally, I oversaw relationship portfolio assignments for Relationship Associates and Relationship Managers and served as the primary contact for floor security across multiple business lines. I pioneered the management of Business Associates and Relationship Associates across Middle Market Banking and Business Banking business lines and participated in the Periodic Review Pilot Group, testing new procedures and programs before rollout. I developed and implemented a comprehensive training program for new hires, improving onboarding efficiency and enhanced client relationship management strategies, leading to a 15% increase in customer satisfaction scores.

As an ePayables Sales Analyst at Wells Fargo Bank, I supported ePayables Consultants with customer contracts, implementations, and overall customer experience. I organized and prepared necessary documents for customer onboarding to the ePayables platform, facilitated planning sessions for customer onboarding, proposal creation, and pricing discussions, and participated in customer training sessions for the new Payables platform. I acted as a resource for customers during and after onboarding and developed a new Excel document analyzing current and past customers, identifying underutilized customer industries. Additionally, I assisted in the development of marketing materials to promote the ePayables platform to prospective clients.

In my role as Treasury Services Division Manager at Wells Fargo Bank, I managed 14 Client Service Officers and 1 Treasury Services Team Lead. I provided coaching and feedback to CSOs to ensure consistently positive customer experiences and partnered with Dealer Services and Government Institutional Banking Groups to ensure top-tier customer service and collaborate on future initiatives. I worked with senior leadership on strategic planning for future projects and initiatives and led hiring efforts, including phone screens, open houses, and in-person interviews for prospective CSO candidates. I co- facilitated the REACH Development Program for talent retention and management, implemented performance metrics and KPIs to monitor and improve team efficiency, and coordinated cross-departmental initiatives to enhance service delivery and operational effectiveness.

As the Treasury Services Team Lead at Wells Fargo Bank, I led the Commercial Internal Service Hotline (CISH), Complex, and NSG teams. I graduated from the Emerging Leader Program for future leaders in Wholesale/TMCD and partnered with various departments to resolve escalated client issues within the service level agreement. I provided coaching and feedback to CSOs to ensure positive customer experiences and worked with CSOs on development and performance metrics. Additionally, I participated in phone screens, open houses, and in-person interviews for prospective CSO candidates and actively participated in quarterly Commercial Banking Group partnership calls with the Dedicated Service Team. I achieved top 5 placement in the Gallup Q12 survey for the National Services Group in 2015 and implemented process improvements that reduced response times for client inquiries by 20%.

In my role as Outbound Team Work Director at Wells Fargo Bank, I coordinated the NSG Outbound Communications Team Pilot, developing best practices and team member goals. I facilitated weekly team meetings to discuss questions, best practices, and upcoming projects, led meetings on upcoming outbound projects and initiatives, and developed performance tracking tools to monitor team progress and identify areas for improvement. Additionally, I collaborated with senior management to align outbound communication strategies with overall business goals.

As a Senior Client Service Officer at Wells Fargo Bank, I participated in the NSG Complex Product Queue pilot and served as a traveling coach and trainer for the merger of Treasury Management Client Services East call sites. I assisted with the learning and development of new hires in both classroom and virtual settings and developed training manuals and resources to aid in the onboarding of new employees. I also led initiatives to improve customer feedback mechanisms and enhance service quality.

In my various roles at Wells Fargo Bank, I engaged customers, profiling and introducing them to products and services to support their financial success. I independently created solutions to unique problems and situations and led the number one teller team/Service Manager in Metro MN in Q4 2008. I conducted one-on-ones, team meetings, and team-building activities, collaborated with the management team on internal audit and security controls, implemented customer loyalty programs to boost retention and satisfaction, and streamlined daily operations, resulting in a 10% increase in transaction efficiency.