Daniel Reynolds
York
Summary
Attentive and goal-focused brings successful approach to cultivating complex best practices to meet organizational and regulatory expectations. Detail-oriented focus on achieving expected outcomes. Enthusiastic hard worker with expertise in cultivating lucrative client relationships and implementing better processes and procedures.
Strategic Consultant known for high productivity and efficiency in task completion. Specialize in business process optimization, risk management, and stakeholder engagement. Excel in problem-solving, communication, and adaptability to ensure successful project outcomes. Navigate complex challenges using analytical skills and collaborative approach to drive organizational improvements.
Dependable professional with track record of success in field, attention to detail and proactive mindset. Seeks opportunities to improve processes and workflows for team benefit. Conscientious, hardworking and excels at multitasking in fast-paced environments.
Overview
14
14
years of professional experience
Work History
Business Execution Consultant
Wells Fargo
Charlotte
11.2022 - Current
- Managed multiple projects simultaneously ensuring timely completion within budget constraints.
- Collaborated with stakeholders to define project scope, objectives and deliverables.
- Reviewed existing policies and procedures to suggest necessary improvements.
- Provided advice on operational processes, business development initiatives, organizational changes and other areas of improvement.
- Analyzed complex information from multiple sources to identify patterns or trends.
- Collaborated with clients to develop action plans to address specific challenges and objectives.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Oversaw quality control to identify inconsistencies and malfunctions.
- Maintained positive working relationship with fellow staff and management.
Research Remediation Manager 2/EO Complaints Manager
Wells Fargo
07.2018 - Current
- Responsible for workflow management, production monitoring, quality and process improvement efforts within the team, site, and department in a Debit Card, ATM or ACH claims handling complaints
- Provides team motivation and performance feedback in a manner consistent with the creation of an environment of inclusion and support
- Assists in establishing performance standards, evaluating performance, developing training materials, and training/coaching Team Members while maintaining Service Level Agreement goals
- Influences and collaborates with all internal organizational levels to gather feedback and statistical information regarding escalated customer complaints
- Responsible for all HR related activities including but not limited to: Hiring/staffing, Corrective Action, Annual Performance, Budget and Forecasting
- Act as Subject Matter Expert for multiple levels of leadership and team members on technology, claims, and process and procedures
- Support, Develop, and Assist in the continued management of Contingent Resource Managers and New Hire managers across the business group
- Development of quarterly department wide communications with a focus on DE&I, Quality and Team Building
Research/Remediation Analyst 1
Wells Fargo
10.2015 - 07.2018
- Responsible for researching complaints using multiple platforms in collaboration with multiple departments to fully research, analyze and resolve complex customer complaints and internal issues
- Cross-trained to assist in multiple job functions within the department
- Also assigned as a peer mentor for both job functions worked
- Work with management to identify problems and improve customer and analyst experience
- Maintained one of the site's best OET/QA Scores also used multiple coaching and training methods to assist manager in increasing team’s overall OET/QA Score
- Worked across sites and through multiple levels of leadership to develop new tools and improve existing tools and processes for the Consumer Credit Solutions Servicing & Collections Executive Office
Call Center Sales Supervisor 1
Wells Fargo
07.2013 - 07.2015
- Responsible for workflow management, production monitoring, quality and process improvement efforts
- Led team with integrity to create an environment where my team members felt included, valued, and supported
- Assisted in establishing performance standards, evaluated performance, and trained/coached Team Members
- Worked with multiple centers and lines of business gathering feedback and statistical information to develop strategies and improve the Customer experience throughout the footprint
- Responsible for interviewing and hiring talented team members, providing ongoing coaching and feedback, recognizing and developing team members, identifying and managing risks, and completing daily management tasks
- Regularly facilitated team meetings and group coaching/training sessions
Inbound Sales Specialist I & II
Wells Fargo
11.2011 - 07.2013
- Assisting and leading new hire teams during on-boarding while monitoring data and coaching on performance, regulatory compliance, and sales techniques in a call center environment
- Analysis of data and trending was used to assist in the development of coaching and training materials for new hires, existing bankers, and the up-training of premier sales bankers
- Identified opportunities for customers based on information available throughout their profile and accounts
- Consistently exceeds QA goals and is the top performer for current Premier Team in core per call, proxy per call, total loan volume, and partner referrals for 2013
- Participate in special projects and conference calls for personal development and improvement of existing processes and procedures around the overall customer experience
Consumer Phone Banker I & II
Wells Fargo
02.2011 - 11.2011
- Used data analysis to assist in identifying trends in order to determine the appropriate coaching for frontline group in regard to banker metrics
- Identified sales opportunities while resolving customer service calls
- Handled escalated customer calls requiring advanced problem-solving skills
- Effective communication between departments, with customer, and professionals on all levels
- Continued proven track record that moved from Phone banker I to a Phone Banker II then moved to Sales Specialist
Education
Associate of Arts - University Transfer
York Technical College
Rock Hill, SC05-2025
Associate of Science - Business Management
York Technical College
Rock Hill, SC05-2024
Skills
- Advanced Microsoft Office skills
- Business Operations
- Sales Coaching
- New Hire Development
- AGILE
- Communications
- Spreadsheet and Database Creation
- Problem Solving
- Analytical Skills
- Project management
- Data analysis
- Customer service
- Quality control
- Performance evaluation
- Team building
- Problem-solving
- Subject matter expert
- Decision-making
- Processes and procedures
- Research and development
- Strategic planning
- Verbal and written communication
- Training and development
- Process optimization
- Change management
- Attention to detail
- Forecasting and reporting
Accomplishments
- Shared leadership of the Real-World Scenario training initiative for Sales New Hire Classes and presented to leadership after analyzing business need and presented case analysis to leadership for acceptance.
- Recognized regularly for contribution as Executive Office QA Champion. Including the development and implementation of a quality workflow to ensure accuracy for department in logging daily cases.
- Initially developed multiple reporting tools to sort and process data for the Executive Office during the initial stages of the department’s development in Roanoke.
- Developed and implemented brand focused Letter Writing/Review initiative leading and coordinating the training of 600+ team members and leaders from front line to senior leaders. Program includes department wide tracking, training and continued oversight processes along with necessary materials for review and coaching.
Timeline
Business Execution Consultant
Wells Fargo
11.2022 - Current
Research Remediation Manager 2/EO Complaints Manager
Wells Fargo
07.2018 - Current
Research/Remediation Analyst 1
Wells Fargo
10.2015 - 07.2018
Call Center Sales Supervisor 1
Wells Fargo
07.2013 - 07.2015
Inbound Sales Specialist I & II
Wells Fargo
11.2011 - 07.2013
Consumer Phone Banker I & II
Wells Fargo
02.2011 - 11.2011
Associate of Arts - University Transfer
York Technical College
Associate of Science - Business Management
York Technical College