Experience

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  Mountain America Credit Union

  • United States
  • Financial Services
  • 700 & Above Employee

  • Associate Payment Deposit Product Manager

    • May 2023 - Present

  • Assistant Call Center Manager

    • Oct 2016 - Jun 2023

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  Zions Bancorp

  • Greater Salt Lake City Area

  • Call Center Supervisor

    • Jan 2011 - Oct 2016
    • Greater Salt Lake City Area

    Supervised 20 customer service agents in a contact center setting. Successfully mentored, trained and monitored agents to ensure all service level agreements (SLA’s) were consistently exceeded. Participated in numerous projects including a redesign of the bank IVR phone system, coordinated the Salt Lake City 2012 Paint A Thon for Zions Bank.

• 

  Vangent

  • Operations Representative/Call Center Supervisor

    • Jan 2010 - Aug 2010

    Worked for a company supporting the 2010 US Census. Acted as a liason between the call center supervisors and call center manager. Responsible for collecting 300+ time cards for the call center site, ensuring their accuracy and turning them in to various temporary agencies in a timely manner. Monitored real time adherence (RTA) for call center, agent accuracy and worked with Workforce Management (WFM) monitoring log in/out times. Supported 14 supervisors and 320 telephone agents.

• 

  Wells Fargo

  • VP Client Service Manager

    • Mar 2006 - Apr 2008

    Responsible for establishing a call center and business continuity site in Salt Lake City, for the Wells Fargo Business Purchasing Service Center (BPSC). Hired and trained staff to mirror work responsibilities of the Wells Fargo purchasing card headquarters in San Francisco. Headed the business continuity program for the BPSC groups in both Salt Lake City and San Francisco site. Implemented many programs including the Wells Fargo gift card process, receipt imaging, which is an online program that allows our clients to view their employees purchasing card receipts online.

• 

  JPMorgan Chase

  • Operational Risk Manager

    • Apr 2003 - Feb 2006

    Responsible for providing Operational Risk guidance to Salt Lake City Commercial Card Services call center and operations teams, based on site related Operational Risk needs. Created site call tree for disaster recovery and business contingency. Developed a working React and Restore plan for all facets of the Salt Lake City Commercial Card site. Responsible for bi-monthly review of OFAC and USAPA reports for both JPMorganChase and BankOne Commercial Card products.

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  Fidelity Investments

  • Operations Manager

    • Sep 1995 - Dec 2002

    Managed a group of 9-15 employees who were responsible for processing monetary and non-monetary transactions to participant’s retirement accounts. Also responsible for interviewing and hiring candidates, along with writing performance evaluations for the employees. An expert in distribution policies and procedures as it relates to retirement accounts, including Qualified Domestic Relation Order (QDRO) processing as well as Death Distribution processing.

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  Nibley Park Golf Course

  • Starter

    • 1985 - 1994