Christina Hawkins
Windsor Heights
Summary
Experienced call center manager with a strong background in team leadership and operational efficiency. Demonstrated success in implementing strategic initiatives to boost compliance and performance. Expertise in conflict resolution and employee coaching, driving team motivation and customer satisfaction.
Overview
16
16
years of professional experience
Work History
Fraud and Claims Operations Associate Manager
Wells Fargo
West Des Moines
10.2018 - Current
- Managed team of 10-28 credit card non-fraud employees to achieve processing targets.
- Motivated team members to meet turnaround time goals consistently.
- Prioritized claims and assisted employees in managing workloads effectively.
- Evaluated daily reports to develop strategic initiatives for improvement.
- Collaborated with internal fraud, recruiting, and learning development teams.
- Resolved escalated customer situations and supported business initiatives.
- Counseled employees on career development and performance improvement plans.
- Designed updated training materials for new hires and coaching resources.
Loan Administration Manager
Wells Fargo
West Des Moines
07.2015 - 10.2018
- Managed group of 10-12 non-exempt home preservation specialists to ensure productivity and compliance.
- Oversaw workflow and pipelines to optimize employee performance and efficiency.
- Collaborated with underwriting, quality assurance, title agents, and settlement agents for streamlined processes.
- Addressed escalated customer situations in partnership with attorneys and authorized third parties.
- Provided career development counseling to employees, including performance coaching and planning.
- Resolved human resource issues through action plans related to attendance and conduct.
- Executed additional projects focused on risk reduction and compliance enhancement.
- Prioritized daily tasks effectively to maximize operational efficiency.
Customer Service Supervisor II
Wells Fargo
West Des Moines
01.2012 - 06.2015
- Managed operations for 13-17 non-exempt customer service agents in home mortgage department.
- Participated in budget discussions to optimize call volumes and operational changes.
- Counseled employees on career development to enhance growth opportunities.
- Addressed human resource issues, implementing action plans for attendance and performance concerns.
- Prioritized tasks effectively to ensure optimal time management.
- Conducted interviews and hired new team members to strengthen workforce.
- Performed monthly audits on calls and cases to manage risk and maintain compliance.
- Executed additional projects aimed at reducing risk and improving compliance.
Collections Supervisor II
Wells Fargo
West Des Moines
09.2009 - 01.2012
- Led a team of 10-15 non-exempt collection agents in home equity department.
- Provided consultation and critical information to upper management.
- Resolved complex inquiries and problems efficiently.
- Developed and monitored goals for collections performance.
- Performed monthly call audits to manage risk effectively.
- Addressed human resource issues related to attendance and performance.
- Prioritized tasks and managed time to enhance productivity.
- Oversaw mentor program to promote team member development.
Education
Bachelor of Science - Business Administration
AIB College of Business
Des Moines, IA05-2010
Skills
- Claims processing and management
- Fraud investigation and support
- Quality assurance and compliance auditing
- Team leadership and employee coaching
- Conflict resolution strategies
- Time management skills
- Effective communication techniques
- Microsoft Office proficiency
Affiliations
- Volunteer with Nebraska Dachshund Rescue
- Volunteer with Reach Church
Timeline
Fraud and Claims Operations Associate Manager
Wells Fargo
10.2018 - Current
Loan Administration Manager
Wells Fargo
07.2015 - 10.2018
Customer Service Supervisor II
Wells Fargo
01.2012 - 06.2015
Collections Supervisor II
Wells Fargo
09.2009 - 01.2012
Bachelor of Science - Business Administration
AIB College of Business
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