Summary
Overview
Work History
Education
Skills
Technical Skills
Timeline
Generic

Maria Hutsell

San Francisco,CA

Summary

Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Overview

40
40
years of professional experience

Work History

Operations Associate Manager/Tech Manager 2 & 1

Wells Fargo Technology Connection
05.2001 - 02.2024
  • Managed team of 20- 30 employees providing support for moderate to complex issues in technology. Cross trained team on additional support to deliver high-level customer service. Team achieved overall 90% customer satisfaction rating and employee average 4.9 out of 5 individual rating.
  • Streamlined operational processes by identifying inefficiencies. Early adopter of change and often volunteered self and team as pilot participants for new application rollouts. Acquiring first-hand knowledge and being able to brainstorm for clarity, assisted team in 15% FLR improvement (First Level Resolution).
  • Fostered culture of inclusiveness within operations team through training sessions and workshops on best practices. Established weekly and Ad-hoc huddles, for team to review and discuss everything from policies to unexpected customer support concerns. This helped to create environment of mutual respect allowing employees to openly express themselves and confidently share and promote new ideas.
  • Developed and maintain operational guidelines· Created New TC Manager Support tools and Processes training curriculum. Took responsibly for training and orientation of 13 new managers and 20 team leads. Continued to mentor them in their learning journey.
  • Volunteered and coordinated weekly and daily shift schedules for additional employees for ticket backlog. This resulted in 50% decrease in backline tickets and quicker resolve time.

Operations Supervisor

Wells Fargo Online Customer Service
06.1991 - 04.2001
  • Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks. Managed team of 13 Customer service Representatives within Fulfillment, Quality Control and Bill Pay Operations teams. Interview, hire, train and conduct performance reviews.
  • Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
  • Collaborated daily with Marketing and Business Banking teams regarding internet customer correspondence to develop innovative solutions for improving overall business performance.
  • Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices. Implemented preprinted G/L tickets and revised various forms to enhance productivity
  • Collected customer feedback and made business adjustments to improve retention and satisfaction.

Tax Specialist/Workflow Coordinator /Supervisor of Operations

Wells Fargo Business Payroll Services
10.1983 - 05.1991
  • Managed combined teams of Correspondence, G/L and Amendments who prepared, filed and amended tax forms. Coordinated daily efforts to staff and process workflow to ensure goals and deadlines met.
  • Oversaw diverse portfolio of customer, delivering high-quality service, fostering long-term relationships while acting as liaison between business customer and tax agencies.
  • Streamlined Correspondence tracking by identifying bottlenecks and implemented Amendment Tracking solution for increased team efficiency of 60%.
  • Enhanced team productivity by assigning tasks based on individual strengths and monitoring progress.
  • Resolved tax disputes by effectively communicating with IRS representatives on behalf of clients. Resolved past losses and was able to recover more than $50,000 in bank funds. Awarded certificated of recognition.

Education

Some College (No Degree) - Accounting / Computer Sciences

San Francisco City College
San Francisco, CA

Skills

  • Customer Engagement
  • Operations Management
  • Process Improvement
  • Performance Tracking
  • Employee Supervision
  • Staff Training and Development
  • Compliance Monitoring
  • Training and mentoring

Problem-solving aptitude

  • Adaptability and Flexibility
  • Active Listening
  • Continuous Improvement
  • Customer Expectations Management
  • Analytical Thinking

Technical Skills

ServiceNow,  Workday, Alvaria Workforce Optimization tool, Microsoft 365 ( Outlook, OneDrive, Teams, Word, Excel, PowerPoint), Medallia Customer Experience management tool, Nexidia Interaction Analytics .

Timeline

Operations Associate Manager/Tech Manager 2 & 1

Wells Fargo Technology Connection
05.2001 - 02.2024

Operations Supervisor

Wells Fargo Online Customer Service
06.1991 - 04.2001

Tax Specialist/Workflow Coordinator /Supervisor of Operations

Wells Fargo Business Payroll Services
10.1983 - 05.1991

Some College (No Degree) - Accounting / Computer Sciences

San Francisco City College

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Maria Hutsell