Ryan King
West Des Moines
Summary
Dynamic Senior Quality Associate at Wells Fargo & Company with a proven track record in quality control and process improvement. Expert in regulatory compliance and internal auditing, driving innovative solutions that enhance data integrity and team performance. Strong communicator with a commitment to excellence and customer satisfaction.
Overview
17
17
years of professional experience
Work History
Senior Quality Associate
Wells Fargo & Company
West Des Moines
04.2017 - 12.2024
- Investigated and reported questionable test results to ensure data integrity.
- Implemented quality control tools and methodologies, reducing defects and enhancing product quality.
- Revised standard operating procedures to streamline processes and improve communication.
- Supported continuous improvement initiatives through performance data analysis and process enhancement recommendations.
- Collaborated with cross-functional teams to achieve shared objectives.
- Contributed innovative solutions to boost team performance and project outcomes.
- Prioritized tasks effectively to meet service goals efficiently.
- Conducted internal audits for compliance with company quality standards.
Customer Care and Recovery Team Lead
Wells Fargo & Company
West Des Moines
07.2011 - 04.2017
- Provided leadership and guidance to ensure timely, high-quality task completion by team members.
- Monitored team progress, enforced deadlines, and promoted equitable work distribution.
- Championed adoption of new technologies to enhance productivity and service delivery.
- Conducted performance evaluations, offering constructive feedback and tailored coaching.
- Collaborated with management to implement effective work procedures and policies.
- Delegated daily tasks to optimize productivity across the team.
- Resolved customer complaints promptly to uphold satisfaction and loyalty.
Written Customer Contact Associate
Wells Fargo & Company
West Des Moines
05.2010 - 07.2012
- Resolved written customer complaints and inquiries about mortgage loans with professionalism and timeliness.
- Adhered to all Federal, State, and Company guidelines for written communication.
- Provided courteous phone support for customer-initiated follow-up conversations.
- Maintained detailed records of customer interactions to ensure accuracy.
- Mentored new hires to enhance proficiency in correspondence.
Customer Service Representative
Wells Fargo & Company
West Des Moines
11.2007 - 05.2010
- Addressed inbound calls promptly and accurately, delivering high-quality assistance for mortgage loan issues.
- Mentored junior team members to enhance skills and improve team dynamics.
- Exceeded service goals through effective customer service, sales, and team management strategies.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Education
Associate of Applied Science - Radiologic Technology
Indian Hills Community College
Ottumwa, IA09-2005
Skills
- Quality control
- Regulatory compliance
- Internal auditing
- Cross-functional collaboration
- Root cause analysis
- Process improvement
- Data integrity
- Effective communication
- Scripting languages
- Test results interpretation
- Process validation
- Quality control data compilation
- Staff training
Affiliations
- Outdoor Cooking
- Home Improvement Projects
- Garden/Yard work
Accomplishments
- Promoted to Team Lead
- Multiple Top performer awards
- Top Leader monthly award winner
- 1X Top leader award finalist(annual)
References
References available upon request.
Timeline
Senior Quality Associate
Wells Fargo & Company
04.2017 - 12.2024
Customer Care and Recovery Team Lead
Wells Fargo & Company
07.2011 - 04.2017
Written Customer Contact Associate
Wells Fargo & Company
05.2010 - 07.2012
Customer Service Representative
Wells Fargo & Company
11.2007 - 05.2010
Associate of Applied Science - Radiologic Technology
Indian Hills Community College
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