Abbey Bagby
Ankeny,IA
Summary
A highly skilled communicator with expertise in various software platforms, including Jira, OpenText (CMS), Procedure Request Form (PRF), Compass, ICMP, ECaR, MSP/CPI, Kofax, and Citrix. Proficient in streamlining processes and improving efficiency through these tools. A valuable addition to any team or organization, leveraging strong communication skills and software expertise to contribute to project success.
Overview
13
13
years of professional experience
Work History
Communications Consultant
Enterprise Complaints Management Office
12.2022 - Current
- Created and updated procedures to document complaint letter process
- Created complaint letter templates and paragraphs for the entirety of the Enterprise Complaints Management Office ensuring compliance with legal, regulatory, and brand standards
- Completed quality assurance on peers’ work, coaching and providing guidance for errors identified
- Facilitated meetings with compliance, legal, and frontline SMEs to review all the correspondence content as part of a corrective action to consistent messaging and alignment with Wells Fargo and government policies
- Aided all levels of management with training and coaching all team members
- Onboarded new manager, helped with supplying coaching to managed resources, and functioned as the main SME for our team
Communications Associate
Enterprise Complaints Management Office
07.2019 - 12.2022
- Provided support to management during transitions in leadership during multiple reorganizations
- Created complaint letter templates and paragraphs for the entirety of the Enterprise Complaints Management Office
- Trained new team members in OpenText, Compass, Jira, and functioned as a SME and mentor to communicate process changes as being created
- Provided training on multiple systems used to capture required approvals and ensure compliance with controls
- Aligned complaint letter process into agile process, acting as a product manager with aiding in tool usage, pipeline management, and scrum activities
- Identified errors in the letter writing process and assisted with implementing new solutions to resolve
- Coordinated the effort to restructure language libraries to be organized according to the Complaints Taxonomy, negotiating and consulting with executive offices to align their content
- Established close business relationships with project managers and internal complaint governance contacts
- Point of contact for Complaints Executive Office business partners and our governance approvers to advance the letters through the approval process
- Created a new Complaint Letters process with governance partners to ensure that the merging of different executive office letter teams into one Enterprise Complaints Management Office was successful
Business Procedure Writer/Publisher
Servicing Procedures Team
06.2016 - 07.2019
- Completed an average of 70 procedure reviews monthly while ensuring policy guidelines were met, appropriate approvals were received, and the change control process was followed
- Developed partnerships and collaborated with various lines of business to resolve process gaps, maintain effective operations, and avoid risk to the end user’s understanding of the procedure
- Utilized pipeline management to organize my day, ensuring deadlines were met and side projects were completed
- Monitored the On Hold report in Jira which included communicating with business partners about the timing of change controls and Annual procedure certifications
- Performed Annual Certifications for Servicing lines of business
- Tasks included development, negotiating changes needed, approvals, gap analysis, updates, and publishing in Open Text
Technical Writer
Internal CFPB Agile-Kanban Project
01.2018 - 05.2018
- Participated in Agile and Kanban training as well as waterfall methodologies to find the different strategic plans being used in other lines of business and how to implement it in our own work on this project
- Applied a joint Agile and Kanban methodology to review regulatory and compliance content within 16,000 procedures for Consumer Financial Protection Bureau (CFPB) impacts
- Built relationships with internal risk partners, representatives from various lines of business, and CFPB representatives to create templates for conveying impacts to team members in procedures
- Established close business relationships with my team, project managers, and internal risk contacts throughout Servicing
- Found trends in approvals not being received and functioned as a liaison with project managers and the approvers’ management to ensure that deadlines were met
- Lead meetings with management and representatives of different lines of business to clarify any gaps, discuss next steps, and lay out operating models
- Delivered solutions that met CFPB Regulatory requirements with content in procedures that identified the CFPB Rules associated with the procedure and its impacts on the roles of the team member using it
Loan Document Specialist
Wells Fargo Home Equity
10.2014 - 06.2016
- Reviewed documents for missing and incomplete information for Home Equity, NowLine, and BEL files and determined if a missing documents letter needed to be sent to the customer for every purchase contract received
- Ensured consistency of information and documentation through coordination with peers, loan adjustors and underwriters
- Supported the development and implementation of procedures for the NowLine and BEL transition and ensured prompt communications were sent to the team
- Partnered with my manager and supervisor to develop communication goals, aims, and plans to best relay the changes that were needed to the team, because of audit findings
- Found this communication opportunity and designed the execution
Operations Processor/Clerk
Wells Fargo Home Mortgage
07.2011 - 10.2014
- Promoted to Operations Processor 3 position, overseeing 7-14 team members as direct reports and handled delivering coaching, performance, and attendance trends
- Performed high volume, time-sensitive tasks with an exceptional quality record
- Facilitated and built weekly/daily meetings, noting changes made to indexing standards and common errors, and communicated changes to peers or team members
- Indexed home mortgage documents across three business lines: Home Preservation, Correspondent, and CORE while exceeding all key performance indicators
- Aided in training and on-boarding of new employees, both in the classroom and on the floor
Education
Bachelor of Arts - Intercultural Studies
Evangel University
Springfield, MOSkills
- Brand Identity Management
- Skilled in Microsoft Office Tools
- Team Development
- Collaborative Meeting Leadership
- Clear Communication Skills
- Content development
- Internal communications
- Corporate communications
Phone
cell, 573-823-7891
Timeline
Communications Consultant
Enterprise Complaints Management Office
12.2022 - Current
Communications Associate
Enterprise Complaints Management Office
07.2019 - 12.2022
Technical Writer
Internal CFPB Agile-Kanban Project
01.2018 - 05.2018
Business Procedure Writer/Publisher
Servicing Procedures Team
06.2016 - 07.2019
Loan Document Specialist
Wells Fargo Home Equity
10.2014 - 06.2016
Operations Processor/Clerk
Wells Fargo Home Mortgage
07.2011 - 10.2014
Bachelor of Arts - Intercultural Studies
Evangel University
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