Shane Rosenberry
Rhome,TX
Summary
Forward-thinking Business Support Consultant bringing 22 years of expertise in Online Banking and Fraud Investigation type projects for Financial Institute sector businesses. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies. Proficient in MS Office/Project suites, document repository software, Call Center Technology and SharePoint.
Overview
22
22
years of professional experience
Work History
Business Support Consultant
Wells Fargo Bank - Fraud Investigations And Support
Virtual
05.2019 - 08.2021
- Developed complete business plans and operational strategies for new and existing business.
- Devised strategies to improve organization efficiency and optimize group management.
- Streamlined operations by delivering recommendations for knowledge-base processes and procedures.
- Created strategies and documentation for implementation of new processes, procedures and products.
- Assessed incoming requests for new projects and ideas to determine viability, impacts to existing lines of business and resources required for implementation
Business Support Analyst
Wells Fargo Bank - Billpay Support And Analytics
Concord, CA
04.2014 - 05.2019
- Rendered on-demand support to senior leadership, connecting executives with appropriate management personnel to address concerns.
- Identified and managed service risks within company, recommending best practice enhancements and guidelines updates.
- Mapped current business and operational processes and recommended areas for improvement.
- Reviewed files, records and other documents to obtain business information and key data informing responses to development requests.
- Researched and compiled tailored monthly analytics and reports for senior management with SQL Navigator, associated DB's, and assortment of presentation tools
- Diminished process gaps and encouraged optimal productivity by closely supervising workflow of claims analysts
- Worked with project teams to implement new technology and telephony assets to improve BillPay functionality and ability to communicate with customer
Business Support Analyst
Wells Fargo Bank - Operations Support
Concord, CA
06.2005 - 04.2014
- Created workflow diagrams and Gantt charts to clearly demonstrate processes and timelines.
- Mapped current business and operational processes and recommended areas for improvement.
- Reviewed files, records and other documents to obtain business information and key data informing responses to development requests.
- Created reporting used by Line of Business (LOB) and sub-teams to report to senior management on current SLA's/volume/staffing requirements.
- Used data reporting elements to interpret areas of strength or in need of improvement to improve LOB performance and meeting customer expectations.
- Developed new, and improved existing Call Center Technology, to enhance customer experience and provide new methods for bankers to better assist those customer.
Customer Service Scheduling Specialist
Wells Fargo
Concord, California
04.2000 - 06.2005
- Submitted requests and changes into scheduling system and created accurate customer service schedules.
- Assisted with administrative tasks and cross-trained in other departments to offer comprehensive support.
- Created and communicated schedule change notices to personnel.
- Met customer call guidelines for service levels, handle time and productivity.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
Customer Service Representative
Wells Fargo
Concord, California
08.1999 - 04.2000
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services and company information.
- Provided primary customer support to internal and external customers.
- Recommended products to customers, thoroughly explaining details.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Associate of Arts - English
Diablo Valley College
Pleasant Hill, CA05.1999
Chemical Weapons Specialist/Airborne
US Army
Ft. McClellan/Ft. Benning/Ft. Bragg04.1996
High School Diploma -
College Park High School
Pleasant Hill, CA06.1992
Skills
- Operational Procedures
- Information Updates
- Data Flow Management
- Planning and Execution
- Business Analysis
- User Acceptance Testing (UAT)
- Call Center Technology
- Business Requirements Documents (BRDs)
- Workforce Management System Software
- Bank Compliance
- Oral and Writing Communication
- Project Goals and Milestones
Timeline
Business Support Consultant
Wells Fargo Bank - Fraud Investigations And Support
05.2019 - 08.2021
Business Support Analyst
Wells Fargo Bank - Billpay Support And Analytics
04.2014 - 05.2019
Business Support Analyst
Wells Fargo Bank - Operations Support
06.2005 - 04.2014
Customer Service Scheduling Specialist
Wells Fargo
04.2000 - 06.2005
Customer Service Representative
Wells Fargo
08.1999 - 04.2000
Associate of Arts - English
Diablo Valley College
Chemical Weapons Specialist/Airborne
US Army
High School Diploma -
College Park High School
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