DAVID KHAMVONGSA
Renton,WA
Summary
Accomplished Operations Manager with extensive experience in the Lockbox industry, specializing in Wholetail and Wholesale operations. Demonstrated leadership abilities through strategic decision-making, strong analytical skills, and successful project management. Hands-on supervisor dedicated to keeping employees engaged and consistently achieving quality objectives.
Overview
18
18
years of professional experience
Work History
Operations Manager
Wells Fargo
04.2024 - Current
- Supervised operations staff of 39 indirect and 20 directs, kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them
- Led a retraining initiative that resulted in a 50% drop in customer complaints, reinforcing adherence to standard procedures and improving overall service quality.
- Streamlined encoding validation by introducing a centralized tracking spreadsheet, significantly improving processing time and team productivity.
- Spearheaded cross-training efforts upon joining the team, transitioning staff from single-function roles to multi-functional support, enhancing team adaptability and workflow efficiency.
- Promoted transparency and consistent support across the team, contributing to a stronger relationship between staff and management.
Operations Associate Manager
Wells Fargo
04.2020 - 03.2024
- Managed team of 17 directs to work in multiple functions within Lockbox operations responsible for moderately complex transactional and operational tasks
- Educated operations team on best practices, company policies and risk management
- Lead team meetings to identify improvement strategies, discuss policy updates and facilitate open communication
- Monitored employee productivity and optimized procedures to reduce costs
- Created culture of continuous improvement to consistently exceed productivity goals to reduce overtime
- Worked independently on moderately complex issues, projects and testing of new accounts
- Ensure timely completion, quality and compliance work within operations area
- Completed end of day operations including: SOD, OMARS, truncation, and daily logs
- Managed shift operations with a focus on personnel supervision, addressing process delays, handling breakdowns, and successfully resolving production and quality-related challenges
- Demonstrated strong leadership acumen by exercising sound judgment; promptly and appropriately escalated personnel, facility, technology, or process concerns when necessary
- Provided comprehensive training to two new exempt managers, ensuring the establishment and adherence to operational standards
- Cultivated and developed a dedicated team of employees proficient in supporting various functions including Wholetail, Wholesale, Data Entry, EPS, and DNP processing
Work Director
Wells Fargo
08.2017 - 04.2020
- Reviewed, prioritized and distribute daily work to meet SLAs and production goals
- Managed work in progress making adjustments as needed
- Gave feedback; addressing scheduling issues, including absences and tardiness
- Trained staff on OPEX 150/50/51, iTran, IBML, and Falcon machines
- Gave input to management team on staff performance
- Piloted second shift start up, reducing amount of effective dating errors for internal line of business clients
- Assisted in EDER/POD/ATM transition from Item Processing line of business
Utility Clerk
Wells Fargo Bank
03.2016 - 06.2017
- Perform complex data entry work for all environments
- Acted as back up for Work Director in their absence
- Trained, coached and mentored staff to ensure smooth adoption of new procedures
- Ensure work is completed on time and accurately by coordinating and monitoring daily activities
- Ensure policies and procedures are being followed by team members
- Give input to manager on staff performance.
Data Entry Clerk
Wells Fargo Bank
08.2007 - 03.2016
- Processed payments according to instructions
- Captured, assembled sorted and/or distributed items or documents using machinery to meet requirement
- Used experience and system knowledge to ensure data integrity
- Performed moderately complex key-entry work
- Average 14k KPH
- Acted as lead and trained less senior staff
Education
Cal Poly Pomona
Pomona, CACitrus College
Azusa, CACovina High School
Covina, CASkills
- Time Management
- People Management
- Teamwork Skills
- Lockbox Experience
- Multi-tasking
- Process Improvement Strategies
- Workflow Planning
- Leadership Experience
- Coaching, Training and Mentoring Skills
- Ability to Adapt
- Operational efficiency
- Staff training and development
Awards
- Wells Fargo 2011 Gold Coin recipient
- Wells Fargo 2012 Top Performer
- Wells Fargo 2017 Gold Coin recipient
- Wells Fargo 2019 Gold Coin recipient
- Frontline Leadership Management Development Program 2019-2020
Timeline
Operations Manager
Wells Fargo
04.2024 - Current
Operations Associate Manager
Wells Fargo
04.2020 - 03.2024
Work Director
Wells Fargo
08.2017 - 04.2020
Utility Clerk
Wells Fargo Bank
03.2016 - 06.2017
Data Entry Clerk
Wells Fargo Bank
08.2007 - 03.2016
Cal Poly Pomona
Citrus College
Covina High School
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