Rob Vogel Email and Phone Number
Greetings! My journey in the banking industry has been driven by passion for ensuring excellence and successful execution in every project I undertake. Expertise in Quality Assurance Management and Target Testing: With deep-seated expertise in quality assurance and target testing, I've honed my skills to ensure that every product and service meets the highest standards of quality. My meticulous attention to detail and methodical approach have consistently driven successful outcomes and customer satisfaction. Leadership and Team Empowerment: Leadership is the heart of my professional philosophy. Throughout my career, I've had the privilege of guiding and mentoring teams, fostering an environment where innovation and collaboration thrive. My leadership has been recognized through multiple Manager Spotlight Awards, reflecting my commitment to excellence and team success. These recognitions are a testament to my dedication, hard work, and the positive impact I've made within the organization. Work-Life Balance Advocate:Balancing professional responsibilities with personal well-being is crucial. I advocate for and practice a healthy work-life balance, understanding that a fulfilled and balanced life translates to greater productivity, exceptional quality results, and job satisfaction, Let's connect and explore how my experience and skills can contribute to new and exciting opportunities!
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Assistant ManagerMountain America Credit UnionWest Jordan, Ut, Us
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Quality Assurance ManagerWells Fargo Aug 2022 - Oct 2024Salt Lake CityManaged a team of 14 Senior Quality Assurance Administrators that performed assessments through fact finding and data requiring creative approaches to solving complex issues and developed appropriate solutions or recommendations. • In two years, improved and exceeded team quality expectations from 97% to 99.5% accuracy. • Collaborated and consulted with members of the Business Execution Team, Governance, and team leaders to drive strategic initiates. • Developed and managed targeted testing execution process and associated procedures, training, and job aids which resulted in team passing and exceeding audit expectations. • Maintained an understanding of the Risk Framework, Anti-Money Laundering, Bank Secrecy Act, Complaints Oversight, policy, and procedures. • Provided testing results to stakeholders to resolve SHRP’s, Issues, and other government issued findings. -
Quality Assurance Team LeadWells Fargo Feb 2020 - Aug 2022260 Charles Lindbergh Dr, Salt Lake City, Ut 84116Provided training and work direction to less experienced team members; managed workflow, monitored work processes, and provided training feedback to managers on team member performance. Resulted in the highest production and quality team performance. • Completed second level reviews of Senior Quality Assurance Administrators to ensure accuracy and completeness for high-risk complaint tracking. Team increased from 92% accuracy in February to 97% accuracy in April. • Resolved Quality Assurance disputes submitted by Managers who disagreed with quality scorecards. • Rated level 5 for consistently exceeding my job goals and expectations. • Created department calibration tracking and reporting. • Key contributor to Project Level Up to help with procedure and scoring changes to increase ECMO Case Specialist Quality Assurance scores. • Performed team leadership and work direction.
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Enterprise Complaints Management Office Team LeadWells Fargo Mar 2019 - Feb 2020Salt Lake City, Utah, United StatesProvided guidance to team members who respond, research, and resolve escalated inquiries and complaints requiring special handling received from management, committee members, agencies, and/or senior business leaders. Determined appropriate course of action, conducting investigative steps to fully identify the issues, researching production information, terms, conditions, etc., created correspondence as needed. • Communicated with bankers and customers to ensure resolution of sensitive and/or time-critical matters. Provided guidance and mentorship to others. • Risk assessment with identifying, evaluating, and reporting risk-related concerns.• Mentored team members to excel in their current and future careers.• Handled customer escalation concerns for swift resolution and customer satisfaction.• Updated documents, reports, group information posted on websites and served as a point of contact for project information and updates. • Generated reports daily to summarize results. Performed team leadership and work direction.
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Research Remediation AssociateWells Fargo Apr 2018 - Mar 2019Salt Lake City, Utah, United StatesServed as a senior consultant to branch bankers and other Wells Fargo team members by responding to and/or researching and resolving escalated, high dollar, and high-profile customer complaints in a fast-paced work environment. Delivered resolution to team members and customers by phone, email, and letter. Obtained complaint system handling experience by creating, working, and closing cases with final resolution delivered. • Met or exceeded every performance statistical category for 2018. • Researched and resolved customer and team member requests, as well as managed customer and team member calls effectively and efficiently in a complex, fast-paced, and challenging environment. • I was awarded team MVP for October, November, and December 2018 and was named a mentor for newly hired Research Remediation Associates. • I assisted with answering questions via chat, email and in person as a subject matter expert. • Worked on an escalated team that worked cases for other employees when they were out of the office to ensure cases met strict SLA deadlines and provided feedback if errors were identified. • I was trained in the Rebuilding Trust program which helped customers who were impacted by unauthorized account openings to increase overall satisfaction and trust.
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Quality Assurance AnalystWells Fargo Apr 2016 - Apr 2018Salt Lake County, Utah, United StatesEvaluated Research Remediation complaint email responses to ensure exceptional customer experience was provided, internal procedures and regulatory compliance was adhered to, and provided error findings to individuals and management. • Reviewed corresponding cases in Universal Workstation to ensure accuracy and completeness for complaint tracking. • Approved or rejected email responses based on customers experience and resolution provided. • Delivered direct feedback to representatives with instructions on how to correct the resolution responses and/or direction to meet compliance standards. • As a subject matter expert, established a Quality Control Ambassador project by coordinating Managers, Analysts, Quality Control, and existing cases.
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Complaints RepresentativeWells Fargo Jun 2015 - Apr 2016Salt Lake City, Utah, United StatesWorked inbound complaint emails from customers. Assisted customers via email with complaints related to financial products and services. • Utilized multiple systems and bank wide resources to achieve first contact resolution for our customers. • Obtained experience in Universal Workstation by creating cases to track customer complaints. Required to pass 100% Quality Assurance on each response. • Assisted with new-hire complaints bankers by being a Subject Matter Expert during training classes as well as provided feedback and side-by-side coaching.
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Email Online Customer Service RepresentativeWells Fargo Dec 2003 - Jun 2015Salt Lake City, Utah, United StatesWorked inbound customer inquiry emails. Assisted customers with inquiries and complaints related to financial products and services. • Worked the Audit queue to ensure accuracy and completeness for banker response messages. • Approved or rejected these responses based on customer experience, internal procedure and regulatory compliance. • Served as Interim Team Lead. • Assisted management with feedback sessions for bankers. • Feedback was provided to bankers through email as well as face-to-face. • Worked the Audit review emails, complicated customer complaints in the Executive Resolution Queue. • Trained team members in advanced queues. • Utilized multiple systems and bank wide resources to achieve first contact resolution for our customers.
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Online Customer Service RepresentativeWells Fargo Feb 2002 - Dec 2003Salt Lake County, Utah, United StatesEffectively managed a high-volume of inbound and outbound customer calls in a fast-paced and challenging call center environment. • Responded to customer inquiries, resolving complaints, and providing product or service information • Provided technical support, troubleshooting technical issues and providing technical help to customers • Documented interactions, logged customer interactions and documented them in a service database • Liaising with other departments to resolve customer issues
Rob Vogel Education Details
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Business Administration And Management, General
Frequently Asked Questions about Rob Vogel
What company does Rob Vogel work for?
Rob Vogel works for Mountain America Credit Union
What is Rob Vogel's role at the current company?
Rob Vogel's current role is Assistant Manager.
What schools did Rob Vogel attend?
Rob Vogel attended Western Nebraska Community College.
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Rob Vogel
Manager - Fixed Asset Inventory & Reconciliation Services - Cbiz Valuation GroupGrand Rapids Metropolitan Area3duffandphelps.com, teksystems.com, kroll.com
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