CHANDRA PURDIS
Anoka,MN
Summary
To obtain a challenging position where my abilities and experience will be utilized effectively, while ensuring professional client care. Highly motivated support professional, with strong verbal, listening and written skills. Comfortable in engaging with all levels of the organization. Able to negotiate and problem solve quickly, accurately, and efficiently.
Overview
25
25
years of professional experience
Work History
Senior Operations Manager/ Executive Director
Wells Fargo Wealth Management
12.2016 - Current
- Manages Securities Operations Specialists and Supervisors
- Manages Off-shore (WFIP) team
- UAT/SIT, Disaster Recovery testing
- Vendor testing and contact for third-party vendor applications
- Created and revise training program guides, guides for audit walk-throughs
- Currently working in a large complex organization assisting multiple business groups
- Evaluates quantitative data to ensure SLA’s are met
- Conducts monthly desk audits to mitigate risk
- Communicates effectively with senior leaders
- Review and revise retention schedule/purging data on various applications
- Recruiting, reviews staff selections, performance management, and development
- Conducts monthly 1x1 sessions with team members to measure quality assurance
- Reviews Class Actions/Proxy escalations, meets with Claim Administrators
- Collaborates with peers and staff on RCSA walk-throughs.
Client Service Manager
Wells Fargo Wealth Management
06.2014 - 12.2016
- Managed Customer Service Representatives/ inbound call center regarding Trust Accounts
- UAT/SIT testing
- Money movement
- Risk driven environment
- Worked with large complex organization assisting multiple business groups
- Led team in development of key performance metrics, dashboards and scorecards
- Conducted weekly audit review to ensure policies and procedures were met
- Recruited, reviews staff selections, performance management, performance reviews
- Reviewed fraud related issues, worked with fraud department to resolve issues
- Conducted monthly one on one call evaluation sessions with team members to measure quality assurance, managing call center performance standards
- Worked efficiently with Client Link, CCPulse, Configuration Manager, NICE, TMT, SEI, and UAM
- Approved trades (equities, mutual funds) on the Trust Account, revise/create procedures.
Operations Manager (Health Benefit Services & IRT Call Center)
Wells Fargo Bank
10.2009 - 05.2014
- Managed Customer Service Representatives/ inbound call center regarding Health Savings Account (HSA)
- Created training program and trained senior CSR to facilitate training
- Provided tax form training 5498 and 1099
- Recruited CSRs, performance management, performance reviews, created procedures
- Project management, implementation of training program and new system guides
- Conducted monthly one on one call evaluation sessions to measure quality assurance, managed call center performance standards, responded to escalated participant calls, and other miscellaneous duties
- Led team in development of key performance metrics, dashboards and scorecards
- Reviewed and approved G/L calculations on investment elections
- Reviewed escalated fraud claims, placed hard holds.
Wells Fargo Mortgage Lead Processor
Wells Fargo
01.2006 - 01.2009
Wells Fargo Business Banking Processor
Wells Fargo
01.2004 - 01.2006
Wells Fargo Branch Service Manager
Wells Fargo
01.2002 - 01.2004
Wells Fargo Customer Service Representative
Wells Fargo
01.2000 - 01.2002
Education
Associate of Science- Information Technology -
Rasmussen University
Brooklyn Park, MN06.2022
Human Services -
Minneapolis Community College
Minneapolis, MN05.1997
Skills
- Minneapolis check site leader
- Call Center leader
- Mortgage Lending
- Technical troubleshooting
- Money Movement
- Escalations
- System testing
- Virtual team managing
- Workforce Management
- Fraud processing
- Payment processing
- Health Benefits (HSA, FSA, HRA)
- Risk Support
- ABO/AABO
- Team builder/developer
- Collaborating
- Commercial Lending
- Tax Servicing
- Diversity & Inclusion leader
Referencesavailable
True
Timeline
Senior Operations Manager/ Executive Director
Wells Fargo Wealth Management
12.2016 - Current
Client Service Manager
Wells Fargo Wealth Management
06.2014 - 12.2016
Operations Manager (Health Benefit Services & IRT Call Center)
Wells Fargo Bank
10.2009 - 05.2014
Wells Fargo Mortgage Lead Processor
Wells Fargo
01.2006 - 01.2009
Wells Fargo Business Banking Processor
Wells Fargo
01.2004 - 01.2006
Wells Fargo Branch Service Manager
Wells Fargo
01.2002 - 01.2004
Wells Fargo Customer Service Representative
Wells Fargo
01.2000 - 01.2002
Associate of Science- Information Technology -
Rasmussen University
Human Services -
Minneapolis Community College
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