Andrea Turmel

Managed quality assurance initiatives for Payment Operations agents, providing essential feedback to support sustained high-quality performance. I am dedicated to the sustainable development of agents, ensuring they follow Wise’s policies and guidelines, while understanding the impact of their work on both customers and the company. I identify knowledge gaps and provide additional training as needed. Additionally, I continuously improve our guidelines, processes, and procedures, while addressing recurring issues to optimize overall team efficiency and effectiveness.
• Evaluated and monitored operational agents' performance in terms of quality.

• Provided comprehensive feedback via the QA scorecard to enhance performance and identify opportunities for improvement. • Recognized patterns across cases and broader trends in customer issues to improve service quality.

I ran the payments engine and tackled payment-related challenges by collaborating with our developers. With a strong sense of ownership over our operational processes, I work to streamline workflows and ensure smooth execution across the board.

• I've built and nurtured strong relationships with both internal teams and external partners, facilitating seamless communication and collaboration.
• I played a key role in driving operational excellence by maintaining rigorous controls and assessing/mitigating operational risks, ensuring we stay ahead of potential issues.
  - My focus was on translating customer needs into actionable plans, underpinned by data analysis to guide decision-making.
• A significant portion of my time was dedicated to improving our USD product and refining our workflow processes for greater efficiency.
• I contributed to the creation of our internal USD product process pages, which serve as a key resource for our customer support team, helping them stay informed and assist customers effectively.
• Fun fact: I was the first operational specialist hired in Tampa when TransferWise opened its US office in the sunshine state!

• Managed the teller line by coaching and developing team members to achieve their goals, assisting with client needs, granting authority overrides, and leading the team to excel as a Human Sigma 6 unit.
• Focused on delivering a "5-star" client experience by helping clients achieve their financial goals, building strong rapport, and ensuring satisfaction with PNC services.
• Oversaw branch operations, ensuring compliance with all policies and procedures, managing cash and monetary instruments, conducting cash audits, and performing spot checks of wire transfers, loan documents, and new business account information.
• Led hiring, onboarding, and training of new team members, and conducted performance reviews, coaching, and development, while managing weekly branch scheduling.

• Developed a loyal customer base, driving improved customer satisfaction, retention, and increased share of wallet by securing the full range of their financial portfolio, including checking and savings accounts, loans, IRAs, mortgages, and referrals to business partners.
• Supervised, trained, and mentored team members on daily responsibilities, business development strategies, and personal growth, while ensuring consistent achievement of sales targets.
• Managed all branch operations to ensure strict compliance with all regulatory requirements.