Shane Storm Mba Email & Phone Number

Tempe, AZ, US

Phoenix, Arizona, US

• Program Management overseeing the Issue Management & Risk Acceptance programs within Enterprise and Strategic Risk within the bank.
• Develop and Implement Issue Management & Risk Acceptance framework and execution strategies.
• Manage the GRC IM Module connecting the program framework to the Governance System capabilities.
• Collaborate cross-functionally with key stakeholders and business partners across the organization.
• Develop and publish guidance documents instructing the organization on best practices for Issue Management within the ERM program.
• Create training content and participate in departmental training sessions to enhance global understanding of the requirements of the Issue Management & Risk Acceptance program frameworks.

Santa Clara, CA, US

• Support and lead risk management projects and workstreams as part of the bank’s Governance, Risk, and Compliance program for Technology, Security, and Privacy.
• Supported the Risk Transformation Program specific to Risk Acceptance. Led the implementation of a Risk Acceptance Program.
• Managed project dates, developed work plans, documented process flows, and presented implementation plans to key stakeholders including C-level executives.
• Create socialization plans and engagement models and present to key stakeholders.
• Oversee workstream management, training, and mentoring of the Risk Acceptance Team.
• Organize working groups, plan and coordinate stakeholder engagement meetings, and create custom decks and reporting templates.

Scottsdale, Arizona, US

• Oversaw all aspects of Incident Management, Root Cause Analysis, Incident Reporting, and Client Response communications.
• Managed the integration of Incident Management into the Change Management program and led client-facing meetings related to service disruption.
• Worked closely with the CTO, CIO, and Directors of Client Success to manage all incidents, provide notice of outages to customers, and ensure an expedient resolution of issues.
• Utilized Jira and Confluence to create a knowledge base of incidents, resolutions, and stories for resolving bugs and product defects.
• Led the response process for active incidents and engaged with key stakeholders to ensure resolution and mitigation efforts were coordinated and timely.
• Conducted RCA post-incident to ensure a story was created. Worked with marketing to create client communication.Key Accomplishments

Milwaukee, Wisconsin, US

• Provided leadership to a team of 40+ Remittance Agents and directly supervised 5 Analysts and 2 Supervisors.
• Part of the Phoenix Site Leadership team, which resolved site-specific issues related to HR issues, cross-departmental programs and projects, employee recognition, and other environmental issues impacting operations.
• Resolved client escalations related to Remittance Projects and Incident Impact.
• Led daily meetings with the Remittance Team, reviewed priority projects, and allocated resources.
• Reviewed daily payment processing reports to determine if there were any processing or delivery issues.
• Coordinated with the Incident Analysts to determine the Root Cause and reviewed if the Remittance Team made any errors.

Milwaukee, Wisconsin, US

• Managed a Card Fraud Team responsible for preventing, detecting, and mitigating fraud for clients while upholding quality and customer standards.
• Directly supervised a team of 20+ Fraud Agents.
• Coached and managed teammates to achieve and maintain key call center metrics including handle time, resolve rate, customer satisfaction, and likelihood to recommend the company.
• Served as an SME for card fraud and banking. Resolved customer and client escalations that required a management response.
• Oversaw employee performance management including hiring, firing, and disciplinary actions.
• Supported new hire classes by acting as a Field Training Manager for on-the-job training. Key Accomplishments

San Jose, CA, US

• Successfully developed and led projects designed to improve team and department performance.
• Completed performance reviews and provided recommendations for advancement and promotion.
• Led a team of agents dedicated the processing and operational needs of assigned high value customers.
• Used SQL data analysis to run trend reports on KPI’S to utilize in performance improvement coaching.
• Demonstrated the ability to drive for results by understanding and articulating the impact of key metrics.
• Ensured coaching and training was provided, and participated in staff growth and operational planning by exhibiting servant based leadership and living the One team behaviors.

San Jose, CA, US

• Designed and led projects to improve team and department performance.
• Resolved customer complaints and service issues by managing merchant escalations
• Analyzed Merchant Usage to determine product/pricing opportunities, including enhanced payment services and alterative pricing and fee structures.
• Reviewed merchant supplied Compliance Documentation for PCI, Compliance, Fraud, and Limitations.
• Reviewed calls for quality assurance, and trained new Senior Analysts on policies, procedures, and duties.
• Created a cross-departmental collaboration committee that facilitated communication, educated teammates, and spearheaded new initiatives to improve business process and procedures.

San Jose, CA, US

• Leveraged working knowledge of products/services to make recommendations and troubleshoot issues.
• Employed knowledge of PayPal merchant and eBay auction suites to provide consultative advice to customers.
• Utilized advanced problem solving, and strong decision making skills to facilitate a positive end user experience.
• Assisted merchants in integrating PayPal products with their websites; educated merchants on their relationship with PayPal, and how to maximize the effectiveness of their partnership with the company.
• Provided telephone and e-mail support for merchants; assisting them with inquiries regarding payment processing and general policy & procedural concerns.
• Conducted investigations of transaction logs, bank accounts, credit and debit card statements, and other customer information used to resolve issues for buyers and sellers.

Cincinnati, OH, US

• Took control of under performing center that was ranked 168th in terms of profitability and after 4 months became the #1 store in growth, profitability and overall metric performance.
• Managed 60+ employees for performance and support training by providing continued education on policy, procedure, and best practices in accordance with company policy; as well as, state and federal banking guidelines.
• Worked directly with District Operations Manager to audit centers, and provide underwriting approval/denials according to key lending criteria.
• Coached and trained Center Managers on how to execute corporate strategy and provide training to their teams.

Omaha, NE, US

• Cold Calling potential client leads for sales and marketing of bank products and services.
• Provided assistance in solving complex customer service issues by maintaining working knowledge of policies.
• Proactively engaged in customer retention and assisting clients in deepening their relationship with the bank.

Minneapolis, MN, US

• Managed entire branch including a Teller Supervisor, 6 tellers, and 3 bankers.
• #1 branch in Western Region: Achieved a Record Score for Operational Audit within the company.
• Branch portfolio growth and development through new client acquisition, deposit and loan growth, branch financials, including P&L, Score Card, Loan balance development.
• Branch was ranked # 10 in the entire company for overall contribution to profit and % to goal above assigned targets.
• Managed Teller Supervisor in setting goals for the team in lead generation and appointment setting for bankers.
• Performed reviews of client quality for lending, reviewed credit, and worked escalated loan requests for override eligibility: Auto Loans, Home Equity Loans and Lines, SBA, Business Loans and Lines.

Irving, Texas, US

• Directly managed 4 center managers & 15 employees across 4 stores providing budget and schedule approvals.
• Built partnerships with local businesses and increased revenue by 20% from cross-promotional sales.
• Tax Revenues and Check Cashing revenues increased by 20% across the board for the district with each of the 20 and stores experienced an increase of 15% minimum vs. prior year earnings.

Master Of Business Administration (M.B.A.), Human Resources

Mba, Business Administration And Management, General

Bachelor'S Degree, Liberal Studies