Jenica Hopson
Jefferson,OR
Summary
I am a Customer Service Director with a strong background in leadership, talent and performance management, human resources management, and improving customer loyalty. I have responsibility for a team of over 600 credit card employees in multiple locations. In my role, I create and execute all customer experience strategies to drive increased customer loyalty. I have experience driving change and process improvement program focused on increasing experience for both customer and employee.
Overview
19
19
years of professional experience
Work History
Customer Service Director
Wells Fargo
08.2016 - Current
- Lead Credit Card Customer Service divisions in Salem and Hillsboro Oregon comprised of over 600 customer service team members and leaders.
- Develop and build strategic and executable talent management plans for all levels.
- Exceeded on all customer experience performance expectations and led top performing sites in the organization.
- Maintained consistent communication with leadership team to manage customer service effectiveness by monitoring performance and assessing metrics and identifying root cause issues and suggesting enhancement.
- Managed program and launch of new Customer Engagement NPS survey.
- Develop strategy for new gamification engagement program Team Achievement recognition and implemented throughout Credit Card Customer service.
- Created and structured recognition programs and communication plans for milestone anniversary, national customer service week, peer recognition and key life achievements through card service resulting in consistent recognition and celebrations.
- Developed multiple leadership development initiatives implemented across Card Customer Service including learning lab, LEAD academy, rising star curriculum, VIPremier, certified facilitator, and coaching readiness development program based on Q12 survey and ad-hoc survey opportunity. Development programs resulted in best-in-class global survey engagement employee results.
- Led loudspeaker initiative for card services allowing employees an avenue to voice ideas. Partnered closely across the organization to implement loudspeaker ideas. Created communication to share implemented ideas and feedback.
- Plan inclusion events from corporate DE&I strategy and encourage community support across all business lines in Oregon by creating and leading diversity and inclusion events including Pride Prom, immigration stories, shared experiences, employee resource networks and educational activities for team.
- Developed 6 month onboarding program for new leaders hired within the contact centers. Managed cohort program over multi-divisions partnering with leaders from all business lines. Created survey to monitor effectiveness and for enhancements. Leader ramp-up metrics tracked effectiveness of program. This became a best practice shared across the footprint.
- Created learning lab as a front line business onboarding activity to strengthen knowledge and confidence after L&D training and prior to production. Created surveys to continually refine training material and assessed ramp-up production goals as a key indicator of success.
- Participate in cross-functional teams to build trend reporting for leadership on performance management expectations allowing front line leaders a quick and easy view on coaching opportunities.
- Partner with analytical team to determine front line banker and leaders metrics to measure and determine appropriate targets in order to achieve a specific employee pass rate while improving overall performance of the organization.
- Created leader engagement activities such as half time and employee resource network chapter events to provide connection opportunities to connect virtually across sites and teams.
Senior Employee Relations Consultant
Wells Fargo
04.2015 - 08.2016
- Provided counsel and assistance to branch team members and all levels of leadership on employee relations issues.
- Conduct environmental assessments based on employee feedback and engagement results. Collaborate with senior leadership on engagement action planning to increase branch engagement results.
- Researched and recommend strategic action to senior leadership and HR business partners based on performance management trends.
- Collaborated and work on cross-functional teams with other centers of excellence such as HR Business Partners, Legal team, Internal Investigators, data and analytics, L&D, and business heads.
- Provided front line support in the prevention, investigation, resolution, and referral of ER situations.
- Identified and analyze ER issues, of diverse scope, that require in-depth review of Wells Fargo policies and labor law legislation.
- Conducted dispute reviews including corrective action and performance reviews.
- Consulted and build strong relationship with all levels of team members and leadership.
Phone Bank Manager
Wells Fargo
05.2006 - 04.2015
- Managed performance of 6-10 contact center team managers influencing 120 to 150 team members through coaching, goal setting, productivity review, and action plans pertaining to customer experience, quality, productivity, and product recommendation
- Designed, developed, and implemented leadership development programs for team members and leaders.
- Coordinated and planned site engagement events and activities resulting in best in class Gallup Q12 scores.
- Managed compliance and operational risk in an environment where processes were heavily inspected to ensure all operations were within compliance guidelines.
- Designed, developed, and implemented leadership development programs for team members and leaders.
- Assessed employee performance using reports and annual/quarterly reviews and delivered as appropriate.
Recruiting Retention Consultant
Wells Fargo
10.2004 - 05.2006
- Managed the recruitment strategy and execution for multiple openings, from the initial research and planning phase, to sourcing and candidate identification, assessment, offer, close and onboarding.
- Developed retention strategies with site leadership, to include conducting focus groups, exit interview, leadership development strategies and enhancing onboarding strategies.
- Recruited and hired classes up to 150 new team members per class for Wachovia startup operations in Salem Oregon.
- Leveraged sourcing methodologies to identify and acquire specialized talent across skill sets with a keen focus on diverse talent pipelines and strategies.
- Execute strategies to positively impact Affirmative Action goals and communicate progress against goals to senior leaders.
- Recognized as Recruiting Retention Consultant of the year in 2005
- Successfully closed and fill positions in a timely manner while adhering to all recruitment and hiring policies.
- Developed and maintain partnerships with hiring managers and leadership to influence recruiting strategies, ensure clarity in the recruitment process, eliminate barriers, and drive efficiency.
Education
MBA - Leadership
George Fox
Newberg12.2002
Associate of Arts - Human Development And Human Resource Management
Washington State University
Pullman, WA06.1998
Skills
- 25 years in financial services industry with an emphasis on building and managing customer experience and productivity performance, talent management, and creating/owning engagement programs for a multiple site and function organization
- Collaboration across key stakeholders and cross-functional teams, analyzing engagement survey results and developing activities to drive engagement across the organization
- 18 years of direct and indirect leadership experience across multiple sites and functions
- 10 years of human resource management consulting experience, including talent management, customer engagement initiatives, retention, employee relations experience, talent management and development
Timeline
Customer Service Director
Wells Fargo
08.2016 - Current
Senior Employee Relations Consultant
Wells Fargo
04.2015 - 08.2016
Phone Bank Manager
Wells Fargo
05.2006 - 04.2015
Recruiting Retention Consultant
Wells Fargo
10.2004 - 05.2006
MBA - Leadership
George Fox
Associate of Arts - Human Development And Human Resource Management
Washington State University
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