Michael Esswein
Portland
Summary
Results-driven professional skilled in coordinating cross-functional initiatives and managing contact center operations. Demonstrated success in aligning processes with organizational goals, enhancing compliance, and driving team performance in high-pressure environments.
Overview
11
11
years of professional experience
Work History
Business Execution Administrator
Wells Fargo
Hillsboro, OR
06.2018 - 12.2025
- Coordinated cross-functional business initiatives, aligning operational processes with strategic organizational goals and service delivery standards.
- Managed staffing and operational performance for credit card overdraft and personal loan services, ensuring optimal resource allocation for over 500 contact center agents.
- Managed inbound and outbound contact center campaigns using Alvaria Advanced Outreach, Unified Command and Control (UCC), and Genesys to support workforce optimization and customer engagement.
- Supported technology transition initiatives aimed at optimizing future-state migration planning and bolstering operational readiness.
- Evaluated existing workflows to uncover enhancement opportunities, facilitating implementation of process improvements aligned with business objectives.
- Directed coordination of operational processes and policy updates, maintaining adherence to compliance standards and enhancing operational efficiency.
- Facilitated resolution of operational inquiries by providing expert guidance and support to business partners, ensuring seamless execution across teams.
- Coordinated with strategy and execution teams to streamline administrative processes and enhance organizational program effectiveness.
- Facilitated partnerships with various business units to oversee operational program execution and support ongoing performance enhancement efforts.
Account Resolution Specialist
Wells Fargo
Hillsboro, OR
09.2016 - 06.2018
- Executed strategies for managing delinquent credit card accounts, ensuring professional service while achieving payment resolutions.
- Facilitated resolution of complex account issues through proactive customer outreach, aiming to minimize delinquency rates.
- Oversaw account resolution activities to ensure compliance with company policies and relevant federal, state, and local regulations.
- Provided expert advice on account resolution policies and procedures, enhancing team members' understanding of system processes.
- Optimized daily operational activities and supported the development of junior team members to improve overall team performance.
- Engaged with leadership and diverse teams to identify and address operational challenges, driving support for strategic business initiatives.
- Evaluated existing processes to enhance operational efficiency, customer experience, and team effectiveness through targeted recommendations.
- Evaluated and addressed operational and compliance risks, proposing strategic solutions to uphold robust business operations.
Teller (Merchant Services)
Wells Fargo
San Francisco, CA
06.2015 - 09.2016
- Facilitated exceptional customer service by efficiently managing high-volume financial transactions, including deposits, withdrawals, loan payments, transfers, and check cashing.
- Built rapport with customers by assessing financial needs and providing tailored advice on banking services and digital self-service tools, enhancing customer experience.
- Connected customers with licensed bankers based on their preferences to recommend relevant banking products, contributing to branch sales and customer satisfaction.
- Monitored and enforced strict adherence to banking regulations and security protocols to maintain transaction accuracy.
- Resolved routine customer inquiries and account concerns, escalating complex issues to appropriate partners to ensure timely resolution.
- Executed cash drawer balancing and upheld accurate record-keeping to support operational integrity and audit readiness.
- Collaborated with branch team members to enhance customer interactions and streamline daily branch operations.
- Exercised sound judgment and meticulous attention to detail to safeguard customer assets and ensure confidentiality of financial information.
Education
Political Science And Government
Fresno City College
Fresno, CAInterior Architecture
Art Institute of California - San Francisco
San FranciscoSkills
- Documentation and reporting
- Administrative support
- Reporting documentation
- Administrative tasks
- Recordkeeping and file management
- Schedule coordination
- Project coordination
- Team leadership
- Customer service
- File management
Timeline
Business Execution Administrator
Wells Fargo
06.2018 - 12.2025
Account Resolution Specialist
Wells Fargo
09.2016 - 06.2018
Teller (Merchant Services)
Wells Fargo
06.2015 - 09.2016
Political Science And Government
Fresno City College
Interior Architecture
Art Institute of California - San Francisco