Gloria Stocks
Summary
Dynamic Escalations Associate Manager at Wells Fargo with a proven track record in organizational strategy and process optimization. Expert in team leadership, I enhanced employee engagement initiatives, significantly boosting morale. Successfully implemented solutions that led to substantial cost savings while fostering collaboration and trust among stakeholders.
Results-driven management professional with track record of optimizing team performance and driving business growth. Skilled in strategic planning, project management, and fostering collaborative environments. Known for adaptability and delivering consistent results in dynamic settings. Strong focus on leadership, problem-solving, and effective communication.
Agile and adaptable staff leader with stellar work history, motivational approach and upbeat nature. Skilled at training employees and leveraging organized approaches to handle daily planning, scheduling, and customer service requirements. Forward-thinking and industrious with diplomatic communication style focused on maximizing engagement and satisfaction.
Overview
10
10
years of professional experience
Work History
Escalations Associate Manager
Wells Fargo
08.2021 - Current
- Collaborated closely with senior management on strategic planning efforts, aligning departmental goals with overarching company objectives.
- Remedied issues and conflicts among workers using negotiation and active listening.
- Successfully managed multiple high-priority tasks simultaneously while maintaining strict deadlines ensuring optimal resource allocation.
- Established strong relationships with key stakeholders, fostering collaboration and mutual support.
- Optimized workflow processes to reduce bottlenecks and increase overall effectiveness.
- Mentored and supported [Number] [Type] department employees to create strong workplace culture.
- Oversaw training and onboarding process for all newly hired employees within [Name of Department].
- Championed employee engagement initiatives, boosting morale and promoting a positive workplace culture.
- Proactively identified areas for improvement, implementing solutions that led to significant cost savings.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Conducted performance evaluations and provided constructive feedback to employees.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Fraud and Claims Manager
Wells Fargo
04.2020 - 08.2021
- Collaborated with other departments to improve overall organizational effectiveness in addressing client needs.
- Streamlined communication between adjusters and clients, expediting claim resolution times.
- Enhanced customer satisfaction with timely and accurate claims resolutions.
- Implemented quality assurance measures, monitoring staff performance and providing constructive feedback for continuous improvement efforts.
- Handled claims consistent with client and corporate policies, procedures, best practices and regulations.
- Improved claims processing efficiency by implementing streamlined workflow procedures.
- Conducted thorough investigations of complex claims, gathering evidence to support decision-making processes.
- Implemented fraud detection measures, minimizing financial losses due to fraudulent activities.
Fraud and Claims Representative 4
Wells Fargo
09.2017 - 04.2020
- Worked productively in fast-moving work environment to process large volumes of claims.
- Followed up with customers on unresolved issues.
- Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
- Maintained compliance with industry regulations by adhering to established procedures and guidelines in claims handling.
- Developed strong relationships with clients, facilitating trust and open communication during the claims process.
- Collaborated with cross-functional teams to expedite complex claims investigations and resolutions.
- Minimized financial losses by identifying fraudulent claims through thorough analysis and investigation.
- Conducted detailed assessments of claims documents, ensuring accuracy and completeness before submission for approval.
- Served as a subject matter expert on specialized claims, providing guidance and support to other team members when needed.
- Achieved high levels of accuracy in claim assessment, minimizing company's exposure to risk.
- Analyzed claim trends to anticipate potential issues and proactively adjust processing strategies.
- Conducted detailed investigations into suspicious claims, reducing instances of fraud.
Wire Specialist
RandstadUSA: Wells Fargo
03.2017 - 09.2017
- Maintained up-to-date knowledge of industry trends, attending conferences and participating in professional development opportunities regularly.
- Collaborated with cross-functional teams to resolve complex issues related to wire transactions quickly and effectively.
- Promoted a positive work environment by actively contributing ideas during team meetings and supporting colleagues'' professional growth efforts.
- Supported business growth initiatives by conducting research on potential markets for expansion of wire services offerings.
- Maintained strict confidentiality of sensitive client information, adhering to all company policies and regulatory requirements related to data protection.
- Consistently met or exceeded performance metrics for speed, accuracy, and volume of wire transfers processed daily.
- Reduced transaction errors through meticulous attention to detail and strict adherence to protocols.
Project Coordinator
Infinite Communications
05.2015 - 03.2017
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Enhanced team collaboration through regular meetings, fostering a positive work environment for increased productivity.
- Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
- Managed budgets effectively, ensuring resource allocation was optimized for maximum project success.
- Tracked hours and expenses to keep project on task and within budgetary parameters.
- Monitored project progress, identified risks and took corrective action as needed.
- Directed dispatching, routing, and tracking of [Number] fleet vehicles.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
- Trained new dispatchers on company protocols, contributing to a well-prepared team of professionals.
Education
MBA -
University of North Carolina At Pembroke
Pembroke, NC05-2022
Bachelor of Arts - Industrial Psychology
Belmont Abbey College
Belmont , NC 05-2016
Skills
- Team leadership
- Organizational strategy
- Applied negotiation skills
- Process optimization
Timeline
Escalations Associate Manager
Wells Fargo
08.2021 - Current
Fraud and Claims Manager
Wells Fargo
04.2020 - 08.2021
Fraud and Claims Representative 4
Wells Fargo
09.2017 - 04.2020
Wire Specialist
RandstadUSA: Wells Fargo
03.2017 - 09.2017
Project Coordinator
Infinite Communications
05.2015 - 03.2017
MBA -
University of North Carolina At Pembroke
Bachelor of Arts - Industrial Psychology
Belmont Abbey College
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