Maria Miller
Maplewood,MN
Summary
Seasoned and self-motivated individual with extensive people and project management, implementation, and training experience. Committed to creating process to make the employee experience better and easier to serve our customers. Passionate about improving Wells Fargo's reputation by contributing to processes that improve the customer experience.
Overview
30
30
years of professional experience
Work History
Business Execution Manager
Wells Fargo
Minneapolis, MN
07.2017 - Current
- As part of the formation of the WIM Investment Contact Center, brought together multiple quality monitoring teams that previously supported separate lines of business. This required creation of a consistent set of processes to be used across all teams. Successfully received buy-in from leaders and executed training, so everyone was prepared for the changes.
- Incorporated speech analytics automation into monitoring processes.
- Created and continue to oversee the execution of multiple regulatory controls.
- Developed and facilitated training sessions for employees on quality monitoring processes, procedures, expectations, and tools.
Client Service Manager
Wells Fargo
Roseville, MN
10.2011 - 07.2017
- Led the quality assurance, research, and service recovery functions for the Institutional Retirement Contact Center.
- Built a centralized quality assurance function that did not exist previously. This set consistent expectations for all employees and increased customer satisfaction, as demonstrated by Gallup survey results.
- Introduced the quality assurance process to new contact centers that joined our group during the Wells Fargo/Wachovia merger.
- Relocated to Manila, Philippines for one year to open a new Institutional Retirement Contact Center site.
- Managed, documented procedures, and communication of process updates. This involved creating new procedure content, keeping the content updated, and communicating changes so employees had the resources needed to perform their jobs.
Learning and Development Manager
Wells Fargo
Roseville, MN
06.2007 - 10.2011
- Managed the training and quality assurance functions for the Institutional Retirement Contact Center.
- Created, maintained, and facilitated new hire and refresher training to meet the needs of the organization.
- Developed and maintained procedural job aids for easy reference after training was complete.
- Led a project to redesign the contact center teamsite for easy access to procedures and job aids.
- Built a training team as the organization grew.
Business Training Consultant
Wells Fargo
Roseville, MN
05.2003 - 06.2007
- Coordinated all aspects of the new hire training program for the Institutional Retirement Contact Center.
- Acted as the main facilitator for large classes of phone agents, including being the main point of contact for new hires until they graduated from training.
- Developed and designed all training materials.
Operations Manager
Wells Fargo
Roseville, MN
10.1999 - 05.2003
- Managed a team of 15-20 phone agents for the Institutional Retirement Contact Center.
- Evaluated phone calls for procedure compliance and customer experience.
- Provided coaching and implemented performance improvement plans.
Research Team Member
Wells Fargo
Roseville, MN
02.1999 - 10.1999
- Performed research on complex issues and placed outbound calls to customers to communicate resolution.
Customer Service Representative
Norwest / Wells Fargo
Roseville, MN
02.1998 - 02.1999
- Took incoming calls from customers in employer-sponsored retirement plans.
Phone Banker
Norwest Bank
Minneapolis, MN
07.1994 - 02.1998
- Took incoming calls from bank customers.
Education
Bachelor of Arts - Liberal Arts
Hofstra University
Hempstead, NYSkills
- Training development and facilitation
- Needs assessment
- Consultation/partnership
- Procedure development
- Quality monitoring
- Project implementation
- People/team management
- Relationship building
Timeline
Business Execution Manager
Wells Fargo
07.2017 - Current
Client Service Manager
Wells Fargo
10.2011 - 07.2017
Learning and Development Manager
Wells Fargo
06.2007 - 10.2011
Business Training Consultant
Wells Fargo
05.2003 - 06.2007
Operations Manager
Wells Fargo
10.1999 - 05.2003
Research Team Member
Wells Fargo
02.1999 - 10.1999
Customer Service Representative
Norwest / Wells Fargo
02.1998 - 02.1999
Phone Banker
Norwest Bank
07.1994 - 02.1998
Bachelor of Arts - Liberal Arts
Hofstra University
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