Andrew Watne
Helena,MT
Summary
Dependable professional with extensive experience supporting executive level management including Chief Executive Officer and Executive Management. Respected for organizational and interpersonal aptitudes, implementation of strategic initiatives, special project management and results-focused interactions across organization. Strategic in implementing and monitoring progress of important initiatives and actions plans.
Overview
18
18
years of professional experience
Work History
Assistant Vice President - Special Assets/Collections Manager
Valley Bank Of Helena
04.2017 - Current
- Attended weekly meetings and special sessions of Leadership and Executive Leadership Teams and contributed to major administrative initiatives, policies, and decisions.
- Generated financial and operational reports to assist management with business strategy.
- Communicated with leadership teams to assist with administrative initiatives and decisions and attended weekly meetings to support policy changes.
- Completed filings and upheld strict compliance with regulatory agencies and supervisors.
- Allocated work assignments and tasks to comprehensively manage administrative projects.
- Reviewed, identified, updated and prioritized strategic initiatives to provide comprehensive support to senior leadership.
- Evaluated project applications and verified with outline specifications to approve, reject and recommend adjustments.
- Shaped solutions and approaches by leveraging trends in customer marketplaces and industries.
- Assisted in recruiting, hiring and training of team members.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Mitigated business risks by working closely with staff members and assessing performance.
Vocational Rehabilitation Supervisor
State Of Montana
12.2016 - 04.2017
- Evaluated employee performance and coached and trained to improve weak areas.
- Achieved results by working with staff to meet established targets.
- Boosted team performance by developing customer service training materials and conducting service training.
- Collected, arranged, and input information into database system.
- Worked with public to map out work initiatives, plans and select targets to assist people with disabilities to obtain employment.
- Developed effective improvement plans in alignment with goals and specifications.
- Directed the work of professional Rehabilitation Counselors, Blind Rehabilitation Instructors, and
- Rehabilitation Services Coordinators in a variety of activities designed to provide vocational rehabilitation,
- Functioned as a first-line professional manager of professional positions in a complex work industry.
- Hired and promoted staff with equal employment opportunities.
- Evaluated programs and policies and make recommendations accordingly.
- Served as liaison between lay and professional groups concerning difficulties facing the disabled.
- Directed the preparation of administrative, personnel, and statistical reports.
- Aided subordinate instructors in classifying information and communications.
Loan Collection Call Center Supervisor
Student Assistance Foundation
05.2013 - 10.2016
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Developed process controls and metrics for daily management of call center.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Supervised 20+ specialists in providing excellent customer service to callers requiring assistance for student loans and delinquency issues.
- Facilitated regular team meetings to discuss challenges, successes and strategies.
- Communicated customer feedback and complaints to team members to promote proper resolution.
- Communicated best practices among on-site and external personnel to align efforts and goals.
Call Center Team Lead
Student Assistance Foundation
04.2006 - 05.2013
- Handled advanced issues with calm, knowledgeable and professional approach.
- Generated reports detailing metrics such as call times and satisfaction ratings.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Oversaw team of 50+ agents focused on student loan service calls.
- Motivated employees to increase productivity and maximize service quality with hands-on leadership style.
- Responded to team support questions quickly to maintain call center efficiency.
- Minimized process lags through operations protocols and client account management training.
- Investigated and resolved customer inquiries and complaints quickly.
- Trained staff on operating procedures and company services.
- Trained new personnel regarding company operations, policies and services.
- Cross-trained and provided backup support for organizational leadership.
- Implemented and developed customer service training processes.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Responded proactively and positively to rapid change.
Education
Bachelor of Arts - International Studies
Moody Bible Institute
Chicago, ILExecutive Development Program
Montana Bankers Association
Helena, MT2022
Skills
- Strategic Planning
- Conflict resolution
- Operations Management
- Research and analysis
- Business Development
- Financial Management
- Decision Making & Judgment
- Project Management
- Staff Management
- Accuracy and attention to detail
- Microsoft programs and other database applications
- Written, verbal, and interpersonal communication
- Data collection, analysis, and reporting techniques
- Business communications
Additional Information
Member of Lewis and Clark County Board of Trustees for Forestvale Cemetery.
Instructor in Classical Hebrew language - online, Helena College and in person.
Timeline
Assistant Vice President - Special Assets/Collections Manager
Valley Bank Of Helena
04.2017 - Current
Vocational Rehabilitation Supervisor
State Of Montana
12.2016 - 04.2017
Loan Collection Call Center Supervisor
Student Assistance Foundation
05.2013 - 10.2016
Call Center Team Lead
Student Assistance Foundation
04.2006 - 05.2013
Bachelor of Arts - International Studies
Moody Bible Institute
Executive Development Program
Montana Bankers Association
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