Nester Bwerelani
Redmond,WA
Summary
Accomplished Consultant drives organizational improvements through leveraging expertise in research and system enhancement. Well-versed in collaborating with employees and leaders to resolve control and procedural problems negatively affecting business operations. Dedicated to cost, process, and resource optimization.
Overview
17
17
years of professional experience
Work History
Procurement Operations Analyst
Microsoft (Strong Tower Consulting)
10.2020 - 12.2021
- Supported work-from-home (WFH) productivity of Microsoft FTEs during COVID-19 pandemic under Procurement WFH team. Program procured office equipment for over 60K Microsoft FTEs globally while managing a budget of over $60M. Overcame many obstacles in processes and technology due to ever-changing environment of COVID-19 and working-from-home space. Managed relationships between Microsoft, its suppliers, vendors, and Microsoft
- Managed procurement requests and acted as customer point-person on logistics, hardware, and software needs, consistently exceeding daily workflow goals by 10%.
- Evaluated current processes to develop improvement plans.
- Self-motivated, with strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in team setting, providing support and guidance.
- Managed procurement requests and acted as point-person for Microsoft Employees on logistics, hardware, and peripheral t needs
Operations Project Manager Consultant
Bank Of America, Customer Service Contact Centers
12.2011 - 05.2016
- Addressed training needs for both associates and managers within Workstream area.
Facilitated TTT sessions for Learning Partners and Site training ambassadors resulting in well-prepared, well-informed, and confident trainers capable of effectively delivering material and successful training classes,resulting in improved trainers and capable employees retention rates.
Reduced Average Handling Time (AHT) for frontline customer service agents, research associates, correspondence reps, and other operational support teams. - Also reduced ETA on inquiries/transactions/issues at customer and business partner level by 15-20%.
o Improved SAT scores by 25-30% within six months after program initiation.
o Decreased the number of customer escalations and complaints by 20-25% within a year of taking over the project.
o Within a year, improved employee satisfaction scores for the LOB by 20% on average
o Reduced Average Answer per Minute for calls coming into all customer service center queues by 2-3 minutes.
o Year after year, improved employee retention rate by 2-5%.
o Overall, all these contributions resulted in reduced operational costs for LOB.
o As Point of Contact (POC) and SME for senior leadership team, developed critical change processes that led to 40% reduction in call handling errors for customer service department.
o Worked with application development teams to update legacy customer service Homebase system which resulted in an efficiency increase of about 25%
o Developed business transition plans that included uninterrupted production processes to sustain change and unexpected events.
o Was responsible for analyzing LOB present-state initiatives and developing alternative future-state strategies, resulting in approximately a 20-25% reduction in LOB operational costs.
o Planned, organized, monitored, and managed projects using appropriate LOB tools and techniques to ensure efficient and effective project completion.
o Successfully completed multiple projects, including highly visible projects that impacted Bank of America politically and legally.
o Developed and socialized potential risk mitigation strategies, resulting in legal compliance and specific Federal mandates.
o Created and presented various reports to executive leadership, peers, and business partners on project deliverables.
o Effectively assisted senior leadership in resolving executive complaints, legal issues, and escalations for multiple call centers throughout North America while maintaining urgency. - Monitored project progress, identified risks taking corrective action as needed.
- Maintained open communication by presenting regular updates on project status to customers.
- Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules, and conflicts.
- Tracked project and team member performance closely to intervene in mistakes or delays quickly.
- Analyzed project performance data to identify areas of improvement.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in team setting, providing support and guidance.
- Worked effectively in fast-paced environments.
- Managed time efficiently to complete all tasks within deadlines.
Group Manager
Bank Of America, Customer Service Contact Centers
10.2010 - 11.2011
- Resolved conflict quickly to limit operational disruption and maintain positive, productive working environments.
- Collaborated with cross-functional teams to maintain project progress.
- Monitored team performance to identify productivity improvement opportunities.
- Delegated tasks strategically and monitored progress for timely completion.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Conducted routine inspections to check quality and compliance with established specifications.
- Improved team morale and retention through recognition and reward programs.
- Reviewed daily requirements and forecasts and delegated work for optimal coverage.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Established team priorities, maintained schedules and monitored performance.
- Defined clear targets and objectives and communicated to other team members.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Managed senior-level Customer Service Team Managers working in Inbound Customer Service and Property Claims Departments.
- BANK OF AMERICA OCTOBER 2011- MAY 2016
OPERATIONS PROJECT CONSULTANT
Managed Line of Business (LOB) projects, processes and functions with cross-functional and inter-departmental influence resulting in improved processes. Responsible for managing LOB Workstream areas of Property Taxes, Homeowner Insurance, Mortgage Escrow, and Mortgage Private Insurance by identifying gaps and breakdowns within processes, systems, procedures, and training.
o Addressed training needs for both associates and managers within Work stream area.
o Facilitated TTT sessions for Learning Partners and Site training ambassadors resulting in well prepared, well informed, and confident trainers capable of effective delivery of material and successful training classes, further resulting in improved retention rates of trainers and capable employees.
o Reduced Average Handling Time (AHT) for the following queues and teams: frontline customer service reps, research associates, correspondence reps, and other operational support teams. Also reduced ETA on inquires/transactions/issues at customer and business partner level by 15-20%.
o Improved SAT scores by 25-30% within six months after program initiation.
o Decreased the number of customer escalations and complaints by 20-25% within a year of taking over the project.
o Within a year improved employee satisfaction scores for the LOB by 20% on average
o Reduced Average Answer per Minute for calls coming into all customer service center queues by 2-3 minutes.
o Year after year, improved employee retention rate by 2-5%.
o Overall, all these contributions resulted in reduced operational costs for the LOB.
o As a Point of Contact (POC) and a SME for senior leadership team, developed critical change processes that led to 30-40% reduction in call handling errors for customer service department.
o Worked with application development teams to update a legacy customer service Homebase system and this resulted in productivity efficiency increase of about 25%
o Developed business transition plans that include uninterrupted production processes to sustain change and unexpected events.
o Was responsible for analyzing LOB present-state initiatives and developed alternative future-state strategies which resulted in approximately a 20-25% reduction in the LOB operational costs.
o Planned, organized, monitored, and managed projects using appropriate LOB tools and techniques to ensure efficient and effective project completion.
o Successfully completed multiple projects including highly visible projects that impacted Bank of America both politically and legally.
o Developed and socialized potential risk mitigation strategies which resulted in legal compliance to specific Federal mandates.
o Created and presented various reports to executive leadership, peers, and business partners on project deliverables.
o Effectively assisted senior leadership resolve executive complaints, legal issues, and escalations for multiple call centers throughout North America while maintaining urgency.
BANK OF AMERICA JANUARY 2010 - OCTOBER 2011
GROUP MANAGER
Responsible for the day-to-day operations in a Mortgage Home Loan Servicing Inbound Call Center. Managed a staff of about seventy employees and supervisors managing domestic customer calls from homeowners, investors, and business partners.
o Managed 4 Mortgage Servicing Team Managers and 65 Mortgage Servicing Associates.
o Monitored workflow and operational efficiency in order to recommend changes and operational improvements.
o Was responsible for the direction and training of direct reports.
o Responsible for handling complex complaints which were escalated beyond supervisor as well as executive and Office of President complaints.
o Oversaw staffing allocations, resource coordination and handled any personnel related issues such as employee schedule change exceptions and complex leave of absence exceptions.
o Managed a variety of projects as assigned by Senior Business Executives.
o Effectively managed multiple initiatives which resulted in process improvements, reduction of expenses, and satisfying compliance requirements which resulted in about 15% reduction in general operating costs for the Line of Business.
o Maintained and promoted an effective open-door policy by developing excellent working relationships with employees, coworkers, and senior management which resulted in increased employee satisfaction and reduction in attrition by about 5%.
o Effectively handled the recruiting, interviewing, hiring, and termination decisions within the department.
Team Manager
Bank Of America, Customer Service Contact Centers
01.2007 - 10.2010
- Coordinated team collaboration to share ideas and build best practices.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Led employee relations through effective communication, coaching, training, and development.
- Delivered regular team meetings for aligned work towards common goals.
- Analyzed team performance data to provide meaningful insights, enabling informed decision-making.
- Cultivated positive, productive team environments, resolving conflicts quickly.
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
- Established and maintained performance, quality and service standards for professional customer care.
- Recruited and trained high-performing team members, maintaining optimized customer service.
- Evaluated employee performance on monthly basis and coached and trained 25 team members, increasing quality of work and employee motivation.
- Implemented training programs to maximise team member development and potential.
- Developed performance measurement strategies, identifying areas for improvement.
- Facilitated meetings to communicate team performance goals and results.
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
- Aligned team goals and objectives with organizational strategy, aiding business growth.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established team priorities, maintained schedules and monitored performance.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Call Center Customer Service Representative
Bank Of America, Home Loans
05.2005 - 01.2007
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Documented and detailed calls and complaints using call center's AS400 database.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of Mortgage products and services and creating welcoming, positive experiences.
Education
Associate of Applied Science - Culinary Arts
Lake Washington Institute of Technology
Kirkland, WA12.2023
Skills
- Operational Improvements
- Productivity Standards
- Purchasing and Procurement
- Process and Performance Improvement
Systems
Bilingual, AS400, Word, Excel, Access, PowerPoint, Outlook, Lotus Notes, Countrywide Home Loan Applications, Home-saver, LAMP, NICE, CRM, SharePoint, MyOrder, MSInvoice
Timeline
Procurement Operations Analyst
Microsoft (Strong Tower Consulting)
10.2020 - 12.2021
Operations Project Manager Consultant
Bank Of America, Customer Service Contact Centers
12.2011 - 05.2016
Group Manager
Bank Of America, Customer Service Contact Centers
10.2010 - 11.2011
Team Manager
Bank Of America, Customer Service Contact Centers
01.2007 - 10.2010
Call Center Customer Service Representative
Bank Of America, Home Loans
05.2005 - 01.2007
Associate of Applied Science - Culinary Arts
Lake Washington Institute of Technology
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