Cory Keltner
Billings,Montana
Overview
14
14
years of professional experience
Work History
Escalations Representative
Wells Fargo Bank, N.A.
Billings, MT
08.2018 - 07.2026
- Managed complex escalated cases by conducting thorough investigations, analyzing documentation, and collaborating with cross-functional agencies to identify root causes and deliver fair, compliant resolutions.
- Partnered with new employees through coaching and training while promoting policy adherence, effective communication, and continuous performance improvement.
- Developed and delivered new training materials within a compressed timeline, supporting effective employee onboarding and development.
- Led employee engagement initiatives and team projects that strengthened collaboration, participation and team morale.
- Achieved and maintained a 90% first pass quality rate, significantly exceeding the 70% standard and ranking among top permanence case workers in risk management.
- Achieve a 90% customer satisfaction rating, exceeding the established 75% performance standard and demonstrating a strong commitment to service excellence.
- Consistently resolved cases within 3-4 business days, significantly outperforming the 10-business day resolution standard while maintaining quality and accuracy.
- Provided additional support to team leads by researching and resolving complex issues, allowing for more effective one-on-one coaching and support for team members.
- Collaborated with case managers and Risk Management to interpret and implement organizational policies, ensuring consistent application and compliance with established guidelines.
- Contributed to cross functional projects to identify and resolve policy inconsistencies, helping improve clarity, consistency, and effectiveness of established procedures.
- Participated in a year long cross functional project focused on mediation and remediation, helping resolve complex client concerns while supporting fair and consistent organizational practices.
- Successfully organized an efficient routine of working up to 30+ cases per day when the standard was 7-10 cases.
Customer Service Representative
Wells Fargo Bank, N.A.
Billings, MT
10.2015 - 08.2018
- Served as a primary resource for employees seeking guidance on organizational policies, procedures, and complex operational issues, ensuring accurate interpretation and consistent application of company standards.
- Supported talent development by training new hires, mentoring peers, and fostering collaborative relationships that improved performance and knowledge retention.
- Led a policy review initiative to identify outdated procedures and recommend updates to improve accuracy, consistency and compliance.
- Supported the training and onboarding of new hires, serving as a trusted resource for employees who regularly shadowed me to develop knowledge and job skills.
- Quickly researched and resolved complex questions within 2-3 minutes, significantly outperformed the standard 10 minutes research timeframe while maintaining accuracy and quality.
- Maintained a 95% Quality Assurance pass rate, significantly exceeding the required 70% standard and demonstrating a consistent commitment to accuracy, policy adherence, and quality service.
Back of House Manager
Pizza Ranch
Billings, MT
07.2012 - 10.2015
- Promoted from a kitchen team member to Back of House Trainer and ultimately Kitchen Supervisor, taking responsibility for training new hires, supporting employee development, and ensuring team members had the resources needed to perform effectively.
- Provided day-to-day leadership and coaching while helping maintain an efficient, collaborative work environment and supporting the successful opening of new locations.
- Developed and implemented a structural training program for new hires, helping establish consistent onboarding and training practices as a designated company training location for newly hired managers.
- Trained and coached employees across various roles, providing hands on instruction, ongoing feedback, and support to help team members build the skills and confidence needed to perform effectively.
- Supervised and supported a diverse team of employees, providing day to day leadership, addressing performance and training needs, and fostering a collaborative and productive work environment.
Timeline
Escalations Representative
Wells Fargo Bank, N.A.
08.2018 - 07.2026
Customer Service Representative
Wells Fargo Bank, N.A.
10.2015 - 08.2018
Back of House Manager
Pizza Ranch
07.2012 - 10.2015