MASON ARMSTRONG
Overview
9
9
years of professional experience
Work History
Business Execution Consultant
Wells Fargo
01.2018 - Current
- Lead support functions for multiple business groups for large scale strategic initiatives
- Developed and implemented a risk based program for identifying and addressing potential process gaps, risks, and effectiveness of controls within the Customer Remediation Center of Excellence Quality Control team
- Worked with business leaders to address identified risks and implement process improvements
- Developed and implemented multiple quality assurance reviews mapped to identified controls in order to assess adherence to and sustainability of said controls
- Created and led multiple trainings related to performing new reviews, enterprise standard updates, and procedural updates
- Made independent recommendations for support function by providing support and leadership
- Assisted in devising methods to assess sustainability of the Target Operating Model (TOM) process and provided detailed reporting and results to upper level management ahead of deadline
- Consulted with and provided support for business partners across multiple lines of business on complex and/or high risk projects
- Developed and implemented multiple testing strategies to evaluate efficiency and risk exposure in regards to the CR COE
- Provided Policy Management Update reports, in which all policy updates were reviewed for impact to the CR COE QC team
- Created corrective action plans in partnership with management to address/mitigate risk and gaps discovered during process reviews
- Helped lead multiple high priority initiatives and ad-hoc projects to meet critical timelines
- Provided support and guidance for less experienced staff
- Management of the CR Supervision email inbox
- Assisted in managing Potential Issues for CR COE QM group
- Assisted with CR COE procedural enhancements
Quality Monitor
Wells Fargo
12.2015 - 01.2018
- Monitored a variety of call mixes to ensure compliance to all identified call standards
- Examined third party procedural materials to ensure compliance
- Performing Commitment to Customer (C2C) remediation validations to ensure that all required processes were completed accurately throughout Commitment to Customer Lifecycle
- Partnered with Remediation Team Leads (RTLs) and other various subject matter experts (SMEs) to submit findings and ensure proper and comprehensive adherence to established procedures, workflow and Commitment to Customer program requirements
- Created and maintained Fraud Resolution monitoring procedures and documentation
- Made Subject Matter Expert on Fraud Resolution
- Drafted reports as needed
- Identified developing trends in order to mitigate risk
- Participated in system testing for Fraud Resolution and Calabrio
- Maintained a high level performance throughout the entirety of role
Skills
- 8 years of Business Execution and Strategic Planning experience
- Ability to efficiently articulate complex issues
- Meeting facilitation experience
- Ability to assess issues, make quick decisions, implement solutions, and influence change
- Ability to negotiate, influence, and collaborate to build successful relationships
- Ability to shift priorities based on volume/demand
- Ability to manage complex projects in a large enterprise environment
- Ability to execute in a fast paced, high demand, environment while balancing multiple
priorities
- Strong collaboration and partnering skills with cross-functional teams
- Critical thinker and problem solver
- Ability to interact with all levels of an organization, including senior management
- Experience developing improvement processes and implementation strategies
- Experience with risk assessment and controls
- Strong analytical skills
- Fast learner - Curious/Holistic approach
- Experience in developing and implementing process training curriculum
Timeline
Business Execution Consultant
Wells Fargo
01.2018 - Current
Quality Monitor
Wells Fargo
12.2015 - 01.2018
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