Natalie B. Roberts
Summary
Knowledgeable and experienced professional with a strong focus on process improvements, execution of best practices, and relationship building and management. Dedicated to cultivating a positive work environment while maintaining and building productive, sustainable, and effective partnerships. Continuous efforts directed towards improving and streamlining best practices and processes. Consistently fulfills job duties and meets deliverables in an effective and efficient manner. Over 10 years of experience in the financial industry, including Business Operations, Project Management (Waterfall, Agile, and SCRUM), Access Management, and Sales Support. Tenacious self-starter with excellent verbal, written, interpersonal, presentation, and communication skills. Excels in time management, organization, multitasking, prioritization, and critical thinking. Able to interact and support all levels of any organization within a complex and fast-paced environment. Executes the organizational culture while contributing to the success of the company and various Lines of Businesses. Strives for excellence.
Overview
13
13
years of professional experience
Work History
Business Execution Consultant
Wells Fargo Commercial Capital (WFCC)
06.2022 - Current
- Participating in a variety of assigned and ongoing business operations to ensure success in meeting business goals and objectives
- Identifying opportunities for process improvement by conducting root cause testing of all compliance and business metrics
- Determining areas of strength or Business Execution opportunity within defined scope of work
- Reviewing and researching strategies and action plans to establish effective processes while meeting performance metrics and policy expectations
- Utilizing independent judgment to guide moderate risk deliverables
- Presenting recommendations to develop, implement, and monitor strategic approaches, effectiveness of support function, and business performance improvement opportunities for managing risks of the business
- Exercising independent judgment and provide guidance in diverse support functions and operations for a single business group within a line of business
- Collaborating and consulting with leaders
Lead Operations Processor
Enterprise Complaints Management Office (ECMO): Wells Fargo
06.2020 - 06.2022
- Provided support for a variety of diverse supportive functions operations and production oversights for multiple business groups in various activities regarding regulatory/compliance matters, business continuity planning change communications tracking policy and procedures adherence
- Created knowledge share documentation for training and effective team growth
- Identified inefficiencies, opportunities to streamline business processes, and implement change
- Coordinated, implemented, monitored, and maintained various processes, systems, policies and procedures
- Supported operations in completing larger and more complex business, operational, and customer support initiatives and overall effectiveness of team performance
- Participated in various stages of UAT process
- Met deliverables within or before deadlines
- Involved in lead and supportive roles for various Lines of Businesses success
- Access Management for various Lines of Businesses within Enterprise Complaints Management Office(ECMO)
- Provided expertise in designated areas and resolving escalated issues
- Provided feedback and present ideas for improving or implementing processes and customer support
- Performed complex operational and customer support initiatives within Operations functional area
- Assisted staff, managers, and colleagues and provide guidance and interpretation of policies and procedures
- Provided subject matter expertise and interpretation of procedures
- Collaborated and consulted with peers, colleagues, and managers to resolve issues and achieve goals
- Received direction from leaders and exercised independent judgment while developing the knowledge to understand function, policies, procedures, and compliance requirements
Operations Systems Analyst
Contingent Resource Solution Office (CRSO): Signature Consultants
01.2018 - 05.2020
- Tracked deliverables; Supporting and directing project work
- Involved in data clean up initiatives to successfully deploy, implement and maintain various business support systems
- Led quality assurance; monitoring and reporting on project progress
- Led various projects associated with a program
- Presented project progress and deliverables to stakeholders
- Continuously improved BAU activities
- Worked and collaborated with multiple key partners for business success
- Supported various Lines of Businesses with all Non-Employee services (Onboarding, Access Management, Monitoring and Offboarding) to ensure compliance
- Participated in various UAT efforts and providing critical feedback to streamline the user experience
Senior Operations Specialist
Talent Bridge: LPL Financial
06.2017 - 10.2017
- Provided sales support to financial advisors and assistants by identifying, logging, tracking, resolving and/or escalating all user issues within a timely manner
- Led, created and implemented financial management activities
- Gathered data and developed analysis to produce reports in regards to existing and new clients
- Maintained and developed effective working partnerships and communication with internal and external partners
- Conducted data research for portfolio reports and data transfers and duplicate record prevention
Business Management Associate
Randstad: TIAA
10.2012 - 10.2016
- Assisted as a liaison to internal and external business partners
- Supported multiple life insurance teams including wealth management population
- Ensured maintenance of sales schedules and sales success reporting
- Tracked sales logs and YTD goals
- Met client expectations; Delivered high quality leads
- Maintained consistency and accuracy
- Tracked and updated issues and grievances log
- Conducted root cause analysis and issues resolution
Education
Project Management Professional: PMP Certification Course Completed - Determining Business Requirements, Project Planning and Control, Leading the Way in Stakeholder Management, Using Microsoft Project for Effective Project Management
Central Piedmont Community College
04.2018
Master of Business Administration - Business Administration, Project Management
University of Phoenix
10.2017
Bachelor of Science - Retail Marketing and Management, Psychology
Johnson & Wales University
10.2004
Skills
- Problem-solving
- Attention to detail
- Team leadership & development
- Client relationships
- Integrity and honesty
- MS office
- Analytical thinking
- Strategic planning
- Issue resolution
- Customer relationship management
- Project leadership
- Goal setting
- Public speaking
- Time management
- Client engagement
- Work Planning and Prioritization
- Continuous improvement
- Client rapport
- Project management
- Project implementation
- Quality assurance
- Analysis & evaluation
- Business analysis
- Best practices implementation
- Organizational development
- Processes and procedures
- Process improvement
- Operations analysis
- Cultural awareness
- Change management
- Performance tracking
- Subject matter expert
Technology Systems
- Microsoft Office: Word, Excel, Access, SharePoint, Power Point, Visio, Project
- PeopleSoft
- NEPS
- MRS/IQN
- ART
- AIMS
- PASS
- PAC2000/Customer Care Now
- Jira
- SIMBA
Timeline
Business Execution Consultant
Wells Fargo Commercial Capital (WFCC)
06.2022 - Current
Lead Operations Processor
Enterprise Complaints Management Office (ECMO): Wells Fargo
06.2020 - 06.2022
Operations Systems Analyst
Contingent Resource Solution Office (CRSO): Signature Consultants
01.2018 - 05.2020
Senior Operations Specialist
Talent Bridge: LPL Financial
06.2017 - 10.2017
Business Management Associate
Randstad: TIAA
10.2012 - 10.2016
Project Management Professional: PMP Certification Course Completed - Determining Business Requirements, Project Planning and Control, Leading the Way in Stakeholder Management, Using Microsoft Project for Effective Project Management
Central Piedmont Community College
Master of Business Administration - Business Administration, Project Management
University of Phoenix
Bachelor of Science - Retail Marketing and Management, Psychology
Johnson & Wales University