Summary
Overview
Work History
Education
Skills
Timeline
Generic

Brenda Kirkeby

Jamestown,ND

Summary

Skilled at finding resolutions that consider risk mitigation while allowing operational efficiency and ensuring customer satisfaction. Over fifteen years building and leading successful teams with a passion for serving customers, supporting each other and consistently surpassing goals. Highly effective in building relationships and partnering within and across lines of business. Built an extensive network across the Wells Fargo organization, with diversity in lines of business and geographic location. Deep knowledge and experience in systems and business processes within Consumer and Small Business Banking (CSBB). Strong analytical skills with high attention to detail and accuracy. Excellent at spotting trends in data, analyzing root cause, and working toward resolution. Most successful in a fast-paced, rapidly changing environment.

Overview

22
22
years of professional experience

Work History

Business Execution Manager - Branch Support

Wells Fargo Bank
06.2020 - Current
  • Provide guidance to the business to ensure compliance with legal and regulatory requirements as well as enterprise policies and procedures
  • Implement automated solutions to streamline reporting processes, enhance data accuracy and reduce manual workload for staff members
  • Design and document new controls, strengthen existing controls
  • Develop self-assurance activities, monitoring and reporting of key risk indicators
  • Conduct root cause analysis and design corrective actions to resolve outstanding Issues
  • Play instrumental role in risk assessment efforts, supporting enhancements to business processes and controls
  • Lead change management efforts during periods of organizational restructuring, ensuring seamless transitions without compromising regulatory obligations
  • Successfully navigated multiple internal audits, demonstrating effectiveness of line of business

Compliance Officer/Enterprise Testing Consultant

Wells Fargo Bank
01.2018 - 06.2020
  • Responsible for development and design of Branch Banking review activities in alignment with Wells Fargo Risk Management Framework
  • Monitored and assessed compliance risks associated with operational processes and procedures
  • Collaborated with internal and external stakeholders, auditors and legal counsel to confirm compliance with applicable laws and regulations
  • Provided thoughtful independent credible challenge to line of business
  • Identified, investigated and documented compliance violations and recommended corrective measures
  • Maintained up-to-date knowledge of current and emerging compliance regulations
  • Promoted culture of continuous improvement through ongoing evaluation and refinement of compliance program elements
  • Mentored junior consultants, fostering professional growth and building strong team dynamics

Quality Assurance Manager - Banker Connection(Call Center)

Wells Fargo Bank
03.2016 - 01.2018
  • Conducted regular call monitoring to ensure adherence to established procedures, maintaining consistency across line of business
  • Designed and implemented risk oversight program, partnering with technology and reporting groups
  • Determined quality department standards, practices, and procedures
  • Enhanced service quality by implementing comprehensive QA/QC processes and procedures
  • Performed root cause analysis to identify and resolve quality issues and defects
  • Facilitated communication between departments regarding quality concerns, fostering collaboration towards shared goals
  • Helped design and document controls to minimize risk. Developed self-assurance monitoring and reporting
  • Successfully navigated multiple internal audits, demonstrating effectiveness of line of business
  • Evaluated new technologies and methodologies for potential implementation within quality assurance program, staying ahead of industry trends

Vice President of Sales and Branch Administration

First Community Credit Union
03.2014 - 03.2016
  • Provided oversight and guidance to 100+ individuals across 15 branches, establishing consistency across positions and locations
  • Established and supported branch and individual sales goals focused on building exceptional customer relationships, doing what was right for the customer
  • Cultivated culture of excellence within sales team by setting clear expectations and prioritizing professional development opportunities
  • Compiled and analyzed data to determine approaches to improve sales and performance
  • Double digit increases in loan and deposit growth within company during this timeframe, while improving customer experience levels and minimizing risk

Quality Assurance Manager - Banker Connection(Call Center)

Wells Fargo Bank
03.2007 - 03.2014
  • Conducted regular call monitoring to ensure adherence to established procedures, maintaining consistency across line of business
  • Designed and implemented risk oversight program, partnering with technology and reporting groups
  • Determined quality department standards, practices, and procedures
  • Enhanced service quality by implementing comprehensive QA/QC processes and procedures
  • Performed root cause analysis to identify and resolve quality issues and defects
  • Facilitated communication between departments regarding quality concerns, fostering collaboration towards shared goals
  • Helped design and document controls to minimize risk. Developed self-assurance monitoring and reporting
  • Successfully navigated multiple internal audits, demonstrating effectiveness of line of business

Customer Service Manager - Banker Connection (Call Center)

Wells Fargo Bank
11.2002 - 03.2007
  • Guided and supported team members providing direction to internal customers on policy, procedures, and regulations
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement
  • Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques
  • Increased team productivity by providing ongoing training and support to customer service representatives
  • Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided
  • Conducted regular performance evaluations for team members, identifying strengths and areas of focus
  • Collaborated with upper management to improve customer service processes and support structures
  • Reviewed repeated issues within operations and business management to solve problems and improve outcomes
  • Cultivated culture of continuous improvement by regularly soliciting feedback from staff members regarding areas where improvements could be made

Education

Bachelor of Science - Business Administration And Management

Dickinson State University
Dickinson, ND

Skills

  • SHRP and Veritas systems (Wells Fargo Risk Platforms)
  • NICE call recording system
  • Advanced Microsoft Office skills
  • Excellent verbal, written, and conversational skills

Timeline

Business Execution Manager - Branch Support

Wells Fargo Bank
06.2020 - Current

Compliance Officer/Enterprise Testing Consultant

Wells Fargo Bank
01.2018 - 06.2020

Quality Assurance Manager - Banker Connection(Call Center)

Wells Fargo Bank
03.2016 - 01.2018

Vice President of Sales and Branch Administration

First Community Credit Union
03.2014 - 03.2016

Quality Assurance Manager - Banker Connection(Call Center)

Wells Fargo Bank
03.2007 - 03.2014

Customer Service Manager - Banker Connection (Call Center)

Wells Fargo Bank
11.2002 - 03.2007

Bachelor of Science - Business Administration And Management

Dickinson State University

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Brenda Kirkeby