Bill Stuart Email & Phone Number

West Jordan, Utah

Greater Salt Lake City Area

Supervised 20 customer service agents in a contact center setting. Successfully mentored, trained and monitored agents to ensure all service level agreements (SLA’s) were consistently exceeded. Participated in numerous projects including a redesign of the bank IVR phone system, coordinated the Salt Lake City 2012 Paint A Thon for Zions Bank.

Worked for a company supporting the 2010 US Census. Acted as a liason between the call center supervisors and call center manager. Responsible for collecting 300+ time cards for the call center site, ensuring their accuracy and turning them in to various temporary agencies in a timely manner. Monitored real time adherence (RTA) for call center, agent accuracy and worked with Workforce Management (WFM) monitoring log in/out times. Supported 14 supervisors and 320 telephone agents.

Responsible for establishing a call center and business continuity site in Salt Lake City, for the Wells Fargo Business Purchasing Service Center (BPSC). Hired and trained staff to mirror work responsibilities of the Wells Fargo purchasing card headquarters in San Francisco. Headed the business continuity program for the BPSC groups in both Salt Lake City and San Francisco site. Implemented many programs including the Wells Fargo gift card process, receipt imaging, which is an online program that allows our clients to view their employees purchasing card receipts online.

Responsible for providing Operational Risk guidance to Salt Lake City Commercial Card Services call center and operations teams, based on site related Operational Risk needs. Created site call tree for disaster recovery and business contingency. Developed a working React and Restore plan for all facets of the Salt Lake City Commercial Card site. Responsible for bi-monthly review of OFAC and USAPA reports for both JPMorganChase and BankOne Commercial Card products.

Managed a group of 9-15 employees who were responsible for processing monetary and non-monetary transactions to participant’s retirement accounts. Also responsible for interviewing and hiring candidates, along with writing performance evaluations for the employees. An expert in distribution policies and procedures as it relates to retirement accounts, including Qualified Domestic Relation Order (QDRO) processing as well as Death Distribution processing.