Consults and leads strategic projects affecting the Investment Contact Center for the Wealth and Investment Management group of Wells Fargo.

Leading strategic initiatives in the HR Solutions group of Wells Fargo through project management, strategy consulting, and creative problem solving.• Managed release calendar and cross-functional task plans for company-wide Compensation Planning and Decisioning tool.• Led an initiative to inventory business processes, assess current documentation, and identify/fill gaps across 5 teams to improve organizational excellence, business process management practices, and apply standardized documentation governance controls• Managed a project to define and implement a new model for application quality support to better align with corporate strategies resulting in greater efficiency, fewer support applications, and increased accountability • Led the development of a new model for application and system issue communications to support an 8-team organization within corporate HR resulting in improved communication controls, greater accountability, and faster communication turnaround times

• Implemented successful change management strategy for launching a new Customer Relationship Management system to 488 team members while completing 18-month project in 10 months• Managed a new business development initiative to expand customer prospect base to businesses not funding payroll with a Wells Fargo account resulting in $.5M+ revenue and 2x sales close rate in first year • Led a process improvement initiative to enhance the flow of information during new customer transitions from onboarding to ongoing servicing resulting in improved customer and team member experiences• Salvaged an initiative to create a playbook for helping service teams reduce common customer escalations. Project was stalled for a year and successfully launched playbook 3 months after adding me to the team

• Championed and led an initiative to combine work queues across multiple sites worldwide resulting in increased operational efficiency and improved customer experience• Facilitated team member technical knowledge and skills development resulting in a 50% increase to pass rate for payroll level 5 exam• Developed efficiency improvements during annual spike in work load to reduce payroll correction tickets by 10% and time spent in queues by 60%• Led a team of 12 peers to review and update expiring procedure documentation and acted as liaison between Operations department and back office documentation team

• Maintained accurate account and payroll records resulting in an average quality monitoring score of 98.6% • Created a custom payroll input worksheet for my largest client and gathered client buy-in to reduce processing time of their payroll from 6 hours down to 2• Devised best practices and presented in weekly team meetings to enhance overall service level and quality of team members

• Coach/train new employees• Service small business customer's checking, saving, and credit accounts• Refer new products/services• Provide exceptional customer service