Robert Fournier
Lakewood,WA
Summary
Proven track record at Wells Fargo Bank, N.A., excelling in roles from Operations Processor to Business Accountability Specialist. Demonstrated expertise in Quality Assurance and exceptional problem-solving abilities led to significant improvements in customer satisfaction and operational efficiency. Excelled in documentation management and risk analysis, showcasing attention to detail and a commitment to excellence.
Overview
17
17
years of professional experience
Work History
Business Accountability Specialist
Wells Fargo Bank, N.A.
09.2019 - 01.2024
- Followed all company policies and procedures to deliver quality work.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
- Collaborated with cross-functional teams to achieve project goals on time and within budget.
- Utilized root cause analysis and multitasking skills for high-risk customer complaint review to evaluate federal regulations and quality of response and compensation being provided to customers.
- Excellent written and verbal communication skills were used to deliver results and feedback to team members and management for identification of gaps and areas of opportunity to improve responses to customers.
Quality Assurance Analyst
Wells Fargo Bank, N.A.
06.2016 - 09.2019
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Reported progress, test metrics and results to project stakeholders.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
Lead Teller/Banker
Wells Fargo Bank, N.A.
08.2014 - 06.2016
- Managed cash inventory, ensuring accurate balancing of the vault and individual teller drawers daily.
- Assisted in training new tellers to ensure a consistent level of excellent service across the team.
- Supported branch management in conducting audits, demonstrating attention to detail while verifying transactional records for accuracy.
- Mentored junior tellers, fostering professional growth and improved performance within the team.
Operations Processor 3
Wells Fargo Bank, N.A.
01.2011 - 07.2014
- Worked in a fast paced, deadline-oriented environment while showing the ability to perform at a high level of accuracy and outstanding quality.
- Demonstrated excellent written and verbal communication skills.
- Independently made sound decisions within the guidelines of established policies and procedures.
- Received an award for extraordinary work due to contributions during the Wachovia to Wells Fargo credit card services conversion project working extensive overtime hours while maintaining high accuracy and quality.
- Assisted with the revision of fraud liaison procedures for credit card services to provide a more accurate step-by-step manual for less experienced employees to ensure compliance standards were met.
Education
High School Diploma -
Christian Faith School
SeaTac, WASkills
- Customer Relations
- Expert Problem Solving
- Documentation Management
- Quality Assurance
- Attention to detail
- Risk Analysis
- Microsoft Office
- Root Cause Analysis
Timeline
Business Accountability Specialist
Wells Fargo Bank, N.A.
09.2019 - 01.2024
Quality Assurance Analyst
Wells Fargo Bank, N.A.
06.2016 - 09.2019
Lead Teller/Banker
Wells Fargo Bank, N.A.
08.2014 - 06.2016
Operations Processor 3
Wells Fargo Bank, N.A.
01.2011 - 07.2014
High School Diploma -
Christian Faith School
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