KATHRYN LEHMAN
Chesapeake,VA
Summary
Experienced in risk management with a proven track record of identifying and mitigating potential threats. Expertise in developing comprehensive risk assessment frameworks and implementing effective risk control measures. Recognized for strong focus on team collaboration and achieving measurable outcomes, as well as adaptability in dynamic environments. Proficient in data analysis, regulatory compliance, and strategic planning, consistently delivering reliable and impactful results.
Overview
17
17
years of professional experience
Work History
Business Execution Manager
Wells Fargo
11.2022 - Current
- Led a team of IT professionals and business analysts to streamline access control processes, resulting in a 20% reduction in unauthorized access incidents
- Lead executive coaching sessions for C-suite leaders, focusing on strategic thinking, decision-making, and conflict resolution
- Design and implement personalized coaching programs for senior leadership and emerging leaders, enhancing performance and fostering leadership growth
- Lead multiple business analysis project management processes through planning, quality assurance and effectiveness assessment
- Provides direction for the successful deployment of projects
- Perform analysis on business or systems processes to identify improvements and interpret trends or patterns in complex data sets
- Research new methods or practices for application to customer support and provide recommendations
- Assisted in the implementation of new access management software, enhancing overall system security and user experience
- Assisted in the development and enforcement of data security policies, reducing the risk of data breaches
- Performed analysis on business or systems processes to identify improvements and interpret trends or patterns in complex data sets
- Researched new methods or practices for application to customer support and provide recommendations to senior leaders
Business Support Manager
Shared Services Logistics and Support
09.2020 - 11.2022
- Virtually led a team of Operation Specialists responsible for reviewing transactions in high-risk areas, discovering potentially fraudulent behavior and moderately complex transactional and operational tasks
- Provided one-on-one coaching for high-potential employees, helping them navigate career transitions and achieve professional goals
- Uncovered opportunities for process improvement and IT control development and escalates issues to senior management
- Collaborated with stakeholders to prioritize technical initiatives and resource allocation
- Collaborated with subject matter experts to meet customer needs and contract requirements.
- Facilitated support processes that improve system performance and reliability.
- Trained staff on new software applications and hardware installations, boosting productivity across departments
- Developed custom IT solutions to address specific business needs, driving operational improvements and cost savings by 20%
- Developed comprehensive documentation to support end-users and facilitate future enhancements.
- Facilitated communication between technical and non-technical team members, ensuring project alignment across all parties involved.
- Provided excellent customer service by addressing user inquiries promptly and professionally, resolving issues efficiently wherever possible.
Business Initiatives Consultant
Technology Customer Support
05.2018 - 09.2020
- Resolves and performs analysis on the most complex and sensitive issues with a high quality of process improvements that included:
- Partnered with various leaders and technology partners to support the system process and provide guidance across enterprise business units to meet customer and team member needs along with putting the necessary controls in place to mitigate risk
- Created various process improvements to improve overall SLA metrics by 30%
- Led project work streams to ensure implementation, communication and trainings were within policy and compliant management timelines
- Delivered strategic recommendations to improve business operations and increase efficiency
- Automated routine tasks, improving efficiency and reducing manual errors across IT operations
Team Resolution Supervisor
Wells Fargo Dealer Services
09.2007 - 05.2018
- Lead a team of 10 customer service representatives specializing in managing customer complaints and escalations
- Spearheaded a company-wide initiative to enhance soft skills, resulting in a 15% increase in employee satisfaction scores
- Collaborated with senior leadership to assess employee needs and develop tailored development plans to foster growth within the organization
- Served as the point of escalation for high-priority or sensitive complaints, managing these cases personally to ensure customer satisfaction and loyalty
Education
Business Administration
Tidewater Community College
Chesapeake, VASkills
- Strategic Project Planning and Implementation
- Team Coaching & Facilitation
- Continuous improvement
- Cross-functional collaboration
- Technical support
- Employee Engagement & Retention
- Operations Management
- Communication & Interpersonal Skills
- SharePoint administrator
- Tableau
- Power BI
Timeline
Business Execution Manager
Wells Fargo
11.2022 - Current
Business Support Manager
Shared Services Logistics and Support
09.2020 - 11.2022
Business Initiatives Consultant
Technology Customer Support
05.2018 - 09.2020
Team Resolution Supervisor
Wells Fargo Dealer Services
09.2007 - 05.2018
Business Administration
Tidewater Community College
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets
- Resolved product issue through consumer testing
- Received shared success and appreciation emails from LOB for maintaining 100% quality
Militaryexperience
United States Naval Reserves, Retired, 08/01/14
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