Jennifer Cram
San Diego,CA
Summary
At Wells Fargo Bank, I spearheaded internal investigations, enhancing case resolution rates by employing advanced research skills and ethical judgment. My leadership in training teams and streamlining QA processes underscored my commitment to excellence and continuous improvement, showcasing my ability to blend detailed analytical prowess with strong interpersonal skills.
Overview
20
20
years of professional experience
Work History
Lead Internal Investigator
Wells Fargo Bank, N.A.
11.2016 - 10.2024
- Carefully documented statements, observations, and evidentiary materials.
- Facilitated training sessions for junior investigators, elevating overall departmental skill levels and investigative techniques.
- Reviewed and updated investigative protocols, ensuring compliance with legal and ethical standards.
- Managed sensitive case information with utmost discretion, ensuring confidentiality and integrity in all proceedings.
- Skilled at working independently and collaboratively in a team environment.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Proved successful working within tight deadlines and a fast-paced environment.
- Developed and maintained courteous and effective working relationships.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Collaborated with federal and local agencies on investigations.
- Conducted thorough face-to-face, virtual and phone interviews with suspects and witnesses and documented investigative findings.
- Collected, analyzed and interpreted information, documentation, and physical evidence associated with investigations.
- Documented findings and prepared detailed reports.
- Identified trends in criminal activities, allowing for proactive measures to be taken against future threats.
- Assisted in the development of investigative strategies, resulting in more efficient case resolutions.
- Improved case resolution rates by conducting thorough investigations and utilizing effective interviewing techniques.
- Ensured compliance with legal regulations during investigations, minimizing risk for litigation or procedural errors.
Administrative Assistant
Wells Fargo Bank, N.A.
10.2013 - 11.2015
- Handled complex and sensitive inquiries and calls from both internal and eternal customers.
- Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
Quality Assurance Analyst
Wells Fargo Bank, N.A.
01.2010 - 10.2013
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Mentored and coached team members on QA topics and strategies.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Conducted interviews with employees to ensure regulations, policies and procedures are understood and followed.
- Championed quality assurance initiatives within the organization by promoting a culture of continuous improvement and striving for excellence in all aspects of product development.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
- Reported progress, test metrics and results to project stakeholders.
Service Manager
Wells Fargo Bank, N.A.
04.2005 - 01.2010
- Managed tellers in achieving top performace in sales and controls as well as ensuring prompt and efficient transaction processing while delivering outstanding customer service.
- Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Analyzed service reports to identify areas of improvement.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Developed and maintained courteous and effective working relationships.
- Proved successful working within tight deadlines and a fast-paced environment.
- Learned and adapted quickly to new technology and software applications.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked well in a team setting, providing support and guidance.
Education
Associate of Arts - Sociology
Southwestern College
Chula Vista, CASkills
- Detailed report writing
- Ethical and honest
- Interviewing witnesses
- Risk analysis
- Trend monitoring
- Money laundering investigations
- Surveillance techniques
- Credit card fraud
- Video surveillance systems
- Research skills
- Deadline and results-oriented
FBI Cross Border Violence Task Force Recognition
FBI San Diego presented the award in appreciation for the expertise and support given to the Cross Border Violence Task Force which resulted in the dismantlement of significant international criminal money laundering organizations.
Timeline
Lead Internal Investigator
Wells Fargo Bank, N.A.
11.2016 - 10.2024
Administrative Assistant
Wells Fargo Bank, N.A.
10.2013 - 11.2015
Quality Assurance Analyst
Wells Fargo Bank, N.A.
01.2010 - 10.2013
Service Manager
Wells Fargo Bank, N.A.
04.2005 - 01.2010
Associate of Arts - Sociology
Southwestern College