Larissa Bailey
Wilsonville,OR
Summary
Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Busines Execution Manager- Home Lending Chief Adminsitrative Office
Wells Fargo
12.2022 - Current
- Oversee the execution of national site and seating strategy of over five thousand home lending employees
- Coordinate with various business partners to gather, analyze distribute necessary data to successfully execute moves of 200-700 employees
- Manage a team of business execution consultants to analyze and solve for daily site/seating capacity needs, and executing on building closures and moves
- Led the business led learning.
Customer Service Manager 2/Vice President-Site Manager Home Equity Services
Wells Fargo
08.2017 - 12.2022
- Manage the daily operation of Home Equity Service and Specially Service call center with a span of control of 100+
- Oversee the management of production operations, including customer contact and escalation, customer research/resolution, scheduling, staffing, service level, customer satisfaction, and retention initiatives
- Lead effectively through change in a perpetually transitioning and evolving work environment
- Work with cross-functional peer groups to successfully analyze, make recommendations for process improvements and execute daily and weekly staffing plans based on key performance metrics, projected volumes, and targets to ensure all departmental productivity, efficiency and quality guidelines are met monthly/quarterly/annually
- Effectively collaborate with business partners and project team within Home Equity and through the bank to ensure effective completion of tasks to support business projects
- Mitigate risk by evaluating potential risk exposure ensuring compliance to all regulations, regularly assessing staffing for expected/ actual service levels and managing team budget to meet all business objectives
- Prepare and present data driven recommendations to leaders regarding new initiatives to decrease customer effort and increase team member engagement with resources
- Initiate and lead project to implement a career progression plan for Home Equity team members to improve the development of talent pipeline
- Defines and plans the achievement of customer service and business objectives
- Partners with senior leaders and project partners to influence center-level/function policies, procedures, product and service standards to ensure quality and efficiency as well as compliance with government regulations and company policy
- Create and manage initiatives designed to decrease attrition and increase engagement.
Manager – Credit Card
Wells Fargo
10.2013 - 08.2017
- Manage and coach a team of up to 7 supervisors with a span of control of 175+ to consistently meet performance goals in sales, service and productivity, achieving 3rd place in the nation in 2015 & 2016 for overall performance
- Lead project to improve overall training experience for new hires by creating and implementing business owned training demonstrating improved new hire performance and job satisfaction
- Collaborate with local and remote peers to analyze current performance trends, assess necessary process improvements and plan change implementation maintaining a one Wells Fargo approach
- Create and facilitate training to our current and rising leaders to enhance understanding of job role, responsibilities, coaching and leadership skills to ensure a talented leadership pipeline across lines of business
- Develop and share initiatives such as learning lab, certified facilitator training, and other workshops to improve overall service and business skills across all credit card sites
- Work with cross-functional peer groups to evaluate and make recommendations to improve diversity and inclusion initiatives
- Develop Manilla leaders by spending 30 days in the Philippines conducting leadership training for managers, team managers, team leads and partners
- Manage Culture of Caring initiatives to decrease attrition and increase in overall engagement
- Mitigate risk by ensuring compliance to all regulations, regularly assessing staffing for expected/ actual service levels and managing team budget to meet all business objectives
- Evaluate and create action report data to improve customer experience leading my team in achieving second in the nation for Customer Experience 2015, and top 3rd in 2016 & 2017
- Achieve highest manger engagement score in Oregon for 2015 with a 4.63 out of 5.00
- Exceeded WFVC rollup in 2016 with 4.56 out of 5.00.
Supervisor 2/Assistant Vice President – Credit Card
Wells Fargo
12.2004 - 10.2013
- Manage and coach a team of over 25 bankers in sales, service and productivity performance maintaining ranking in top 15% of all credit card teams
- Traveled to Philippines to help start up the credit card call center and conduct leadership training
- Analyze reports to assess and address performance trends and gaps for team and business
- Created a motivating work environment for team members as proven in the Gallup engagement survey with an increase in score year over year (achieved 4.35/5.00)
- Created and managed the 'Quality Excellence Workshop' a 12 week rotating workshop to address customer service delivery gaps with proven improvement in KDM scores
- Improve the handling of customer escalations through coaching customer escalations
- Create and facilitate training to leaders and team members on leadership and performance topics
- Selected to travel to Philippines to help start up the credit card call center.
Education
Bachelor of Arts - Business Administration/ Human Resources
Capella University
Minneapolis06.2011
Skills
- Team Leadership
- Verbal and written communication
- Employee Training and Development
- Complex Problem-Solving
- Hiring and Onboarding
- Performance Management
- Decision-Making
- Customer Service Management
- Effective leader
- Relationship Building
- Staff training/development
Education Certifications
Bachelor of Arts: Capella University 2011 – Degree in Business Management /Human Resources, Society for Human Resource Management - SHRM-SCP (Senior certified Professional), Certified Professional Coach - International Coaching Federation (ICF)
Certification
SHRM- SCP- Society for Human Resource Management Senior Certified Professional
Certified Professional Coach- Certified Life Coach Institute
Timeline
Busines Execution Manager- Home Lending Chief Adminsitrative Office
Wells Fargo
12.2022 - Current
Customer Service Manager 2/Vice President-Site Manager Home Equity Services
Wells Fargo
08.2017 - 12.2022
Manager – Credit Card
Wells Fargo
10.2013 - 08.2017
Supervisor 2/Assistant Vice President – Credit Card
Wells Fargo
12.2004 - 10.2013
Bachelor of Arts - Business Administration/ Human Resources
Capella University