Wells Fargo

Responsible for the daily operations of the Document Management work group. Directly manage the operational activities for on-site and remote team members while partnering with domestic and offshore partner sites to assure daily service level agreements are met. Collaboratively work with on daily processing as well as future state projects to streamline and improve productivity and quality of work group. Interact with the EUS Leaders, LOB partners, and various support groups across the bank to achieve measurable results.  Participate in review, recommendation and implementations of unit’s operational systems and processes. Accountable for team member’s evaluation reviews and development plans. 
•	Manage 17 entry-level team members, including tracking metrics, performance management, recognition, training, compliance and team member development.
•	Monitor and manage the FTE and contract staff and create planning/scheduling models and forecasting of anticipated volumes.
•	Serve as DCCOE point of contact for initiative engagement, reporting and ongoing training for 4 locations supporting Document Management. 
•	Support various EUS Team Member initiatives such as engagement, diversity, training, development, process improvement, and recognition. Serving Co-chair for Enterprise Green team as well as acting as advisor local Charlotte Green Team.
•	Daily processing includes physical and electronic prepping and scanning of documents, research and indexing of documents via retentions software, supporting various work groups across the footprint. This requires working with various partner groups and downstream partners to plan for future programs and service existing projects meet daily SLAs. An average of 900k items moving through our team on a monthly basis.
•	Cross trained in multiple DC COE work streams, having managed two work separate streams during tenure.

Operations Manager - Information Management

Responsible for the daily operations of three separate work groups, ADHOC Fulfillment, NAK and Small Business Payroll. Directly manage the operational activities for work groups across multiple work streams, shifts and sites. Work collaboratively with peers and independently on moderately complex tasks and projects to address challenges and issues. Responsible for ongoing processing improvements and is accountable to manager for budget costs and planning. Interact with the EUS Leaders, HR partners, LOB partners, and various support groups across the bank. Participate in review, recommendation and implementations of unit’s operational systems and processes. Accountable for team member’s evaluation reviews and development plans. 
•	Manage 15 entry-level team members’ performance management, recognition, training, compliance and team member development.
•	Monitor and manage the FTE and contract staff and create planning/scheduling models and forecasting of anticipated volumes.
Support various EUS Team Member initiatives such as engagement, diversity, training, development, process improvement, and recognition. Serving as advisor for team member lead recognition group as well as current chair of the Charlotte Green Team.
•	Daily processing includes processing, fulfillment and shipments of numerous print projects across the footprint. This requires working with various vendors both internal and external to meet daily SLAs. An average of 375k items are mailed per month and 530k kits created through work streams.

Operations Manager - ADHOC Fulfillment/NAK Fulfillment

Responsible for initiating production programs & supporting internal WF business partners by understanding how the Company Business Division’s products and processes can be best utilized to satisfy client requests. Build and develop strategic partnerships with internal and external vendors to provide best options for project fulfillment. Develop and maintain exceptional strong partnership with Client Services Managers, business partners and vendors to build consistency within business interactions by providing best in class service. Assist and support peers with project knowledge and problem solving suggestions for process improvements and issue resolution.
•	Currently serving as primary point of contact for more than eight client groups that includes supporting multiple Company Business Divisions in the production/fulfillment of projects. 
•	Serve as Program Manager for recognition programs across various regions and Company Business Divisions, including the companywide HR Years of Service program. Responsible for engaging potential clients, the on boarding of new recognition programs and point of contact for escalation situations.
•	Managed the transition and integration of the corporate wide service recognition program. This program merged various legacy Wells Fargo & Wachovia recognition programs. This project provides certificates, banner pins, & anniversary cubes, accounting for over 11,000 packages shipped per month. 
• Coordinate and manage the billing logistics of special complex projects with our business partners, client’s and vendors to meet project objectives through the production/fulfillment life cycle. 
• Experience implementing solutions on behalf of the customer or client, improving productivity and customer satisfaction.
• Ability to multi-task and adjust priorities in a high-stress environment while communicating decisions effectively.
• Self-initiator with leadership experience that includes the mentoring of peers and team mates.

Client Service Consultant

Manage two separate Operation teams within the Output Services line of business. 

The Output Services Training & Support team consists of Equipment Operator Trainers that support four print sites, with permanent team members in three of the four sites. The team is responsible for the training and skill development of Transactional Print and Automated Render training, and provides training support and certification to the Fulfillment and Manual Render & Metering teams. The team is also responsible for the creation and revision training documents, to provide project support. 

The Process Systems Support team is made up of Operation Processors and a Work Director. The function of this team is to track and monitor the receipt and processing of data files to completed output and shipment, working to assure the quality of output work is up to established standards. The department focuses on minimizing risk by tracking individual files to the individual piece, with constant attention to SLA management. 

- Directly manage a team of 15 individual contributors. 
- Created and developed the team members from senior operators to subject matter experts of various fields.
- Successfully managed the training during the integration and implementation of combined legacy organizations. 
- Developing a training program for Print and Render Operator that is consistent and measurable for all four print sites.
- Created and implemented a training platform for the in sourcing of Copy Centers into Enterprise Utility Services.
- Worked with Senior Site Leaders to create a training forecast to ensure certifications and training events were scheduled, completed and tracked. To be used for operator development and audit review purposes.

Operations Manager - Output Services Training & Support/Process Systems Support;

Manage the day-to-day operations of a full-time production team, which is responsible for the processing and shipping of internal and 3rd party statements and other printed materials.	

- Directly manage a team of 36 full time employees, including 15 contract workers.
- Managed an increased volume of 35%, with minimal staff increases, while maintaining and improving quality standard.
- Initiated and developed a Manual Metering team, improving SLA management and quality control.
- Track and monitor production activities, and present to Senior Leadership. 
- Implemented shift changes that reduced overtime expenses, while providing better coverage and eliminated excessive employee hours, resulting in improved employee morale. 
- Converted 12 temporary employees to full time employees. Interviewed and hired two Work Directors to supervise the workflow, quality process, and SLA adherence.
- Actively coach and train employees to meet department and company standards. Created development plans for over 10 associates that has resulted in improved performance and increased output.
- Responsible for the development and implementation of production and quality procedures, including the filing and organization of documents for research and audit purposes.

Operations Manager - Manual Rendering and Metering Department

Wells Fargo/Wachovia 

Supervise the daily operations of a production and rendering team that processes internal and 3rd party vendor ATM, debit, and credit cards. 

- Directly manage a team of 15 employees
- Manage all daily production activities within the department. Track and monitor production activities, and present data to Senior Leaders.
- Actively coach and train employees to meet department and company standards.
- Monitor and maintain annual performance appraisals, merit increases, corrective actions, attendance records and department inventories. 
- Job requires independent thinking and decision making to maintain constant and correct work flow. 
- Also requires current knowledge of industry systems and equipment, workflow tools and techniques, and operational process. 
- Responsible for maintaining and troubleshooting production machines to provide maximum output.

OS Supervisor Card Services

Wells Fargo - First Union

Provide support and coaching to first contact phone representatives, taking escalated calls and providing problem solving support to end customers. Provide quality customer service to internal and external customers by possessing drive and commitment to achieve quality at the highest level. 

•	Respond to telephone, mailed and faxed inquiries from customers, branches, and general offices across the Wachovia footprint. 
•	Complete maintenance on accounts requested by customers. 
•	Assist and provide technical assistance to customers using the telephone and online bill pay product, along with those using web based products and Personal Finance Management software packages. 
•	Complete necessary research associated with inquiries received from customers. 
•	Performing job requires the ability to analyze problems quickly, lead conversations toward logical conclusions, and clearly define solutions for customers by phone. 
•	Proven ability to handle multiple tasks, showing organizational and time management skills. 
•	Work continually as part of a team, while also being able to work and make decisions independently.
•	Promoted to supervisor position of Telephone Bill Pay Assist Queue within one year of on the job experience and training.

Senior Customer Service Representative/ Assist Queue Online Banking

Michael Evans is a seasoned professional with over 20 years of Operations experience, with a history of being an agent of change. His professional background began in 2002 with First Union, working one on one with the growing online banking customer base. In the following years, Michael served in various positions within the Technology and Operations group as part of Wells Fargo, as both leader and individual contributor. Working to deliver strong and sustainable results on a daily basis.

Budgeting/ Accountability • Process Improvement • General Management • Operational Procedures • Conflict Resolution • Team Building • Supply Management • Workforce Planning  • Team Development • Leadership • Service Level Agreements • Project Management • Individual and Group Training • Performance Management • Organizational Change Management

Wells Fargo & Company (WFC, Financial), is the fourth-largest bank holding company in the U.S. It is best classified as a diversified financial services company with over 80 distinct businesses. WFC offers a full range of financial products and services. It targets all types of clients in all 50 states and the District of Columbia.

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