SOMER DENNIS
Moneta,VA
Summary
Operations and business execution leader with 14+ years of banking experience, including leading large teams, coaching managers, improving workflows, and coordinating complex enterprise initiatives. Experienced in workforce planning, performance management, hiring and employee development, audit readiness, operational risk, and executive communication. Known for turning competing priorities into actionable plans, building accountability, and partnering across functions to deliver consistent results.
Overview
15
15
years of professional experience
Work History
Business Execution Consultant, Assistant Vice President
WELLS FARGO
08.2023 - Current
- Led enterprise coordination for 42 audit and testing engagements across Fraud and Claims Management, aligning leaders, control owners, subject matter experts, and testing partners from intake through closure.
- Managed execution of 10–16 controls and 150–200 information requests per engagement, coordinating up to 300 meetings to ensure thorough and effective enterprise audit completion.
- Identified process, control, and documentation gaps; partnered with stakeholders to implement corrective actions that enhanced operational consistency.
- Developed governance trackers and standardized tools, enhancing visibility, follow-through, and accountability across all engagements.
- Maintained a one- to two-business-day response turnaround by clarifying ownership, evidence requirements, action plans, and deadlines.
- Presented complex operational findings, risks, and recommendations in clear, leadership-ready updates.
Fraud & Claims Operations Manager II
WELLS FARGO
08.2020 - 08.2023
- Led an organization of 57–65 employees, directly managing 25 employees and two front-line supervisors overseeing teams of 16–20.
- Directed workforce strategy, staffing, resource allocation, and daily operating plans while balancing productivity, quality, customer experience, and risk.
- Analyzed operational and risk trends, identified root causes, and directed corrective actions from audits and control reviews to improve compliance.
- Provided senior leaders with actionable recommendations to strengthen processes and mitigate operational risks based on data-driven insights.
- Coached supervisors on hiring, employee development, performance expectations, and team effectiveness to enhance managerial capabilities.
- Led annual compensation planning and talent calibration using performance and workforce insights to inform decisions.
Fraud & Claims Operations Associate Manager
WELLS FARGO
01.2019 - 08.2020
- Managed 25 employees, aligning staffing and daily workloads to meet service and performance demands.
- Oversaw interviewing, hiring, onboarding, training, performance reviews, and employee relations to enhance retention and team effectiveness.
- Established structured onboarding and coaching practices that supported service quality, compliance, and performance consistency.
Fraud & Claims Operations Analyst
WELLS FARGO
10.2016 - 01.2019
- Analyzed volumes, work queues, aging, quality, and productivity to inform staffing and workload planning decisions.
- Allocated case inventories based on capacity, priority, and service levels, identifying risks and recommending targeted interventions.
- Trained employees and developed reports and job aids as subject matter expert to standardize workflows and enhance controls.
Senior Fraud & Claims Representative
WELLS FARGO
05.2014 - 10.2016
- Reviewed account activity and evidence to document fraud and non-fraud claims, facilitating effective dispute resolution.
- Collaborated with customers and merchants to investigate transactions, resolve escalations, and recover funds.
- Trained onshore and offshore new hires on dispute procedures and documentation, enhancing customer service capabilities.
Customer Service Representative
WELLS FARGO
05.2012 - 05.2014
- Provided high-volume banking support for account servicing, transactions, cards, online banking, and account maintenance.
Skills
- Workforce Planning & Resource Allocation
- Operational Management
- Risk Assessment
- Compliance Oversight
- Performance & Quality Management
- Process Improvement
- Reporting & Executive Updates
- Microsoft Excel, PowerPoint, Tableau & SharePoint
- People Leadership & Coaching
- Hiring, Onboarding & Talent Development
- Cross-Functional Collaboration
- Team Performance
ADDITIONAL LEADERSHIP
Enterprise Mentoring Program, Mentor — Wells Fargo. Mentored groups of four employees at a time, providing career guidance, professional development support, and individualized coaching.
Timeline
Business Execution Consultant, Assistant Vice President
WELLS FARGO
08.2023 - Current
Fraud & Claims Operations Manager II
WELLS FARGO
08.2020 - 08.2023
Fraud & Claims Operations Associate Manager
WELLS FARGO
01.2019 - 08.2020
Fraud & Claims Operations Analyst
WELLS FARGO
10.2016 - 01.2019
Senior Fraud & Claims Representative
WELLS FARGO
05.2014 - 10.2016
Customer Service Representative
WELLS FARGO
05.2012 - 05.2014