Summary
Overview
Work History
Education
Skills
Educationandadditionalactivities
Timeline
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Jamie Schuette

Victoria,Minnesota

Summary

17+ years of Managing Highly Productive Teams. Bachelor of Arts degree in Economics with a concentration in Business. Earned Officer title which the criteria includes strong performance and leadership qualities, ethical conduct, integrity, and modeling company values. Strong financial as well as product forecasting skills. Excellent interpersonal, customer service and teamwork skills. Excellent problem solving and analytic skills. Proficient in Microsoft Windows and Microsoft Office. Strong organizational skills as proven by ability to work under pressure and meeting deadlines.

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

20
20
years of professional experience

Work History

Operations Manager - Dividends

EQ by Equiniti
08.2019 - Current


  • Implemented a daily reconciliation with Depository Trust company daily to make sure Dividends are paid accurately
  • Led team through successful SOC1, DFS, and client audits
  • #1 in the industry in on time dividend payments to Depositary Trust Company
  • Managed through implementing the first checkless Dividend in the U.S
  • Currently leading Operational Teams through a major system of record change
  • Conducted quarterly performance reviews, identifying areas for improvement and developing action plans to address them.
  • Led hiring, onboarding and coordinated training for new hires
  • Analyzed and reported on key performance metrics to senior management.
  • Achieved higher employee retention rates by fostering a positive work environment where employee opinions are valued
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.

Help Desk Manager - Call Center

Wells Fargo and EQ by Equiniti
05.2013 - 07.2019
  • Promoted to manage level 4 employees
  • Chosen to lead contact center when VP traveling for business
  • Project leader in the business to resolve urgent issues that could impact clients
  • Reorganized the Help Desk Team to increase efficiency and save 2 FTE (20% efficiency gain) during peak times
  • Assessed risk to make decisions on high dollar transactions that provided both excellent customer service and will serve Wells Fargo’s best interest
  • Assisted in implementing the new WF complaint process for Shareowner Relations and prepared monthly reporting for EQ Senior Management on complaints
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Managed help desk consisting of staff in both Minnesota and Arizona
  • Managed high levels of call flow and responded promptly to any escalated issues
  • Streamlined help desk operations for increased efficiency and faster response times.

Shareowner Account Representative Supervisor

Wells Fargo
12.2007 - 04.2013
  • Coached team to be the most efficient team in the call center (lowest aftercall) for 2009
  • Chosen by manager to take a temporary project role to help address the needs of the business due to large growth
  • Took a lead role in opening new call center in Phoenix, AZ and received an Excellence Award for my efforts
  • Assessed risk to make decisions on high dollar transactions that will provide both excellent customer service and will serve Wells Fargo’s best interest.

Shareowner Services Representative II and III - Help Desk

Wells Fargo
03.2007 - 11.2007
  • Acted as supervisor to assist representatives in complex situations to resolve shareholders’ concerns and questions
  • Spoke with shareholders and brokers in escalated situations to find resolutions to various issues
  • Worked as a research specialist which involved working with other departments to ascertain the best course of action to take for shareholder/broker issues
  • Coordinated with various departments to resolve complex client issues effectively and in a timely manner.
  • Provided comprehensive product/service information to customers, enabling informed decision-making processes.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries and concerns.
  • Promoted to Supervisor after only nine months in Help Desk Position.

Shareowner Services Representative

Wells Fargo
12.2004 - 02.2007
  • Verbalize concepts to shareholders on a wide variety of areas including stock sales and transfers
  • Consistently above all key targets for both qualitative and quantitative statistics and earned several monthly awards for being among the top representatives in these areas.

Education

Bachelor of Arts - Economics

St. Cloud State University
Saint Cloud, MN
2002

Skills

  • Problem-Solving
  • Team Leadership
  • Operations Management
  • Customer Service
  • Operational Efficiency
  • Decision-Making
  • Employee relations and conflict resolution
  • Regulatory Compliance
  • Policies and procedures implementation
  • Staff Development

Educationandadditionalactivities

  • Saint Cloud State University, Bachelor of Arts in Economics with a concentration in Business., Funded 100% of college tuition.
  • Toastmasters International, 2014 - 2018, Elected President of local club after only 6 months and also served as Treasurer and VP of Membership, Earned Competent Communicator Award and Advanced Communicator Award, Achieved 2nd place in area speech contest
  • SOCAP International (Association for Customer Care Professionals), 2015 - 2019, Organization that provides cutting edge information on customer service Network with several top organizations
  • First Aid responder for Mendota Heights Location of EQ by Equiniti - Trained June 2024

Timeline

Operations Manager - Dividends

EQ by Equiniti
08.2019 - Current

Help Desk Manager - Call Center

Wells Fargo and EQ by Equiniti
05.2013 - 07.2019

Shareowner Account Representative Supervisor

Wells Fargo
12.2007 - 04.2013

Shareowner Services Representative II and III - Help Desk

Wells Fargo
03.2007 - 11.2007

Shareowner Services Representative

Wells Fargo
12.2004 - 02.2007

Bachelor of Arts - Economics

St. Cloud State University

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