Nancy Wilson Mccray Email and Phone Number

Responsible for Inclusive Community and Business Practices, Employee Impact Group Program and External Partnerships.

Responsibilities included a variety of large scale and complex organizations, including ATM Operations, Legal Order Processing, Deposit Product Support Services, Customer Complaint Management, Unclaimed Property, Regulatory Reporting, Adjustments and Item Processing. • Ensure operational excellence by monitoring and tracking results related to volumes, productivity, unit costing, quality, client feedback, and team member engagement. • Develop people, consistently focusing on team member engagement and empowerment, which in turn ensures best-in class customer service. • Demonstrate strong focus on risk management, issue identification and transparency, and organizational and process transformation where needed to ensure risk is reduced and appropriately managed.

Managed contact center operational and support functions, including Quality Assurance, Business Process and Procedures, Training Design, Development and Delivery, Customer Satisfaction, New Account Fulfillment, Training Project Management Office, Customer Satisfaction, and Strategy and Analytics across 32 locations. • Successfully and consistently managed all aspects of Customer Experience Support through the Wells Fargo/Wachovia integration, including defining and executing on a three-year training strategy that supported each of the conversion events without incident. • Consolidated and expanded the Quality Assurance Call Monitoring program, ensuring banker compliance with all regulations, policies, procedures, customer service expectations, and first contact resolution.Additional Relevant Experience with Wells Fargo: Program Manager, Project Manager, Operations Manager, Enterprise Team Member Network President, Diversity and Inclusion Council Chairperson.Created and led the Operations Engineering Business Process and Strategy Team, responsible for process design, business architecture, strategic execution, metrics management and analysis; supporting change management for all Operations business functions.