EDUCATION

UNIVERSITY OF MINNESOTA, Minneapolis, Minnesota (May 2010)
Carlson School of Management
Master of Business Administration

UNIVERSITY OF MINNESOTA, Minneapolis, Minnesota (May 2006)
College of Liberal Arts
Bachelor of Arts: Political Science and History

EXPERIENCE

WELLS FARGO ADVISORS, Saint Louis, Missouri (2011 – present)

Assistant Vice President, Operations Manager 3, New Accounts, Glen Allen, Virginia (2015 – present)

  • Lead a service and processing team that assists Field representatives with account opening, account maintenance and policies and procedures.
  • Effectively communicate up, down and across all levels of leadership across sites domestically and internationally.
  • Led departmental initiatives, including developing an improved call evaluation scorecard, internal reviews and updating of field-facing “how to” and policy guides.
  • Engaged peers across multiple departments to create internal brochure, marketing key departmental core responsibilities.
  • Improved and created multiple operational and supervisory policies and procedures, mitigating risk.
  • Successfully on-boarded new team, ensuring training, ramp-up and go-live milestones were achieved timely.
  • Teams under leadership consistently exceeded customer service and quality/accuracy goals.
  • Received Brokerage Operations 2018 “Manager of the Year” award.

Officer, Operations Manager 3, Account Transfers, Glen Allen, Virginia (2013 – 2015)

  • Led both domestic and international teams that processed outgoing and incoming (ACAT/non-ACAT) transfers.
  • Implemented successful departmental BCP transition plan that included training and ramp-up processing schedules.
  • Built strong relationships across operations, which translated into client-focused results on operational projects.
  • Solved highly-visible, escalated transfer challenges for all business channels
  • Completed daily and weekly supervisory reviews that applied strict review procedure standards.
  • Regularly proposed and implemented departmental policy and procedure changes improving supervisory controls.
  • Received 2014 “Rising Star” Excellence in Leadership award for building relationships and a successful new team.

Officer, Client Service Manager 1, Field Services Store Support, Saint Louis, Missouri (2012 – 2013)

  • Managed team that supported brokerage in-store servicing model.
  • Attained Series 99 license in August of 2012.
  • Successfully implemented training plan to effectively on-board new offshore vendor team, ahead of plan.
  • Conducted multiple rounds of in-classroom training, utilizing a variety of facilitation methods.
  • Extensive working knowledge of multiple internal applications.
  • Resolve escalated cases that span both bank store personnel and operations partners.
  • Reviewed daily metric data to ensure team performance at or above SLA expectations.
  • Work with department manager to adapt to changing needs of our department by refining policies/procedures.

Client Service Consultant II, Field Services, Minneapolis, Minnesota (2011 – 2012)

  • Contacted clients requiring further action on transfer requests via telephone and written correspondence.
  • Reviewed ACH transactions, applying higher scrutiny to collateral and margin accounts.
  • Supported the WellsTrade resolution department by both taking inbound calls and making outbound calls.

TCF FINANCIAL CORPORATION, Wayzata, Minnesota (2002 – 2009)

Officer, Branch Manager, Minneapolis, Minnesota (2007 – 2009)

  • Managed retail, investment sales and operations functions of a standalone bank branch.
  • Applied effective accounting controls of general ledger accounts on a daily, weekly, and monthly basis.
  • Passed seven of seven quarterly branch audits and bi-annual comprehensive internal audit in 2008.
  • Trained new hires on the subjects of technology, compliance and risk mitigation, and policies and procedures.
  • Motivated and trained staff towards promotion; four assistant managers and four tellers promoted during tenure.

Branch Supervisor and Assistant Branch Manager, Multiple Locations, Minnesota (2003 – 2007)