Rob Vogel Email & Phone Number

West Jordan, UT, US

Salt Lake City

• Managed 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.
• 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.

260 Charles Lindbergh Dr, Salt Lake City, UT 84116

• Provided 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.
• 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.

Salt Lake City, Utah, United States

• Provided 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..
• 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.

Salt Lake City, Utah, United States

• Served 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.
• 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.

Salt Lake County, Utah, United States

• Evaluated 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.
• 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.

Salt Lake City, Utah, United States

• Worked 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.

Salt Lake City, Utah, United States

• Worked 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.

Salt Lake County, Utah, United States

• Effectively 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