Dan Kay Email & Phone Number

Provided user access to sensitive systems used by the complaints department, including researching the business need, the specific level of access required, company risk assessment, gaining senior leader authorization, and processing the requests. • Completed detailed monthly reports for all complaints department system access requests using Excel, Word, PowerPoint, and Tableau. • Maintained inventory of procedures and documentation for the complaints department. • Compiled monthly PowerPoint and Excel reports for procedures team on new and updated documents and tracking service level agreements for the writing and editing teams. • Used advanced Excel techniques, such as Power Query, pivot tables, and complex formulas, for reporting. • Developed new reporting to meet the needs of new and existing departments.

Administered the bonus and performance management process for multiple sites and lines of business, including granting system access, ensuring security, and tracking progress of the reviews. Provided ad-hoc reporting and email explanations on-demand for team leads, supervisors, and managers. • Ensured the data provided to clients matches their need-to-know and brought questionable requests to managers. • Troubleshot banker access issues and assignments for system reporting. Served as conduit between the call center teams, system security, and the scheduling teams for assignment questions, team moves, and site alignments. • Multi-tasked and prioritized work while handling multiple requests from a variety of sites and queues, especially around bonus and metric processing. • Translated complex technical needs into straightforward requests by providing daily reporting of banker metrics by creating repeatable and automated reports. • Accessed the internal database of employee metrics and business data through Excel and Access for data mining and reporting. • Leveraged verbal, written and interpersonal communication skills to present information, data, reports, ad-hoc reporting and email explanations or instructions on-demand to all levels of leadership.

Created daily and monthly Excel reports combining both data and graphs for Resource Desk call arrival patterns and texted absence volume to drive business decisions for staffing. Forecast anticipated live call volume for the Resource Desk. Served as first level escalation for the Resource Desk Specialists. • Trained new hires for the Salem Resource Desk. • Analyzed call arrival patterns to determine periods of low or excess staffing. • Collaborated with lead analysts and manager to create and present informational reports as requested, including finding, analyzing, and presenting information in person and to our virtual teammates. • Provided the resource desk specialists with continued customer service training along with the other resource desk analysts, including PowerPoint, Excel, and Word documents. • Participated in weekly centralize process management meetings with the schedule change process team. • Created custom Excel charts with clickable overlays to easily compare data. • Assisted RP partners and call center leaders with research requests. • Partnered with all WFCC lines of business to collect holiday operating hours and submit the collated information to PB Ops for holiday phone routing. • Developed new process documentation with Wells Fargo Branding for the Resource Desk. • Assisted with implementation of new processes and training for the Resource Desk.

Answered account inquiries via telephone. Provided balance information, payment questions, merchant contact, and any other customer requests. Educated clients on bank policies regarding fees, deposits, posting, and cutoff times. Processed account maintenance, refund overdraft fees, balance transfers, name additions, and other client requests. • Provided contact information for other departments, including disputes, loss management, and online support. • Identified new product solutions to meet the growing needs of clients. • Filled-in at the Resource Desk, assisting with real-time staffing requests, completing issues log and daily reports, ensuring all lines of business were actively receiving calls, and collaborating with the help desk and other departments. • Served as a member of the Salem Rising Stars team.