Tara Manzo
Dallas,TX
Summary
Dedicated and results-driven professional with over 14 years of experience at Wells Fargo, including Branch and Auto operations, high-risk complaint resolution, and policy development. Proven ability to design and deliver impactful training programs (virtual and in-person), mentor team members, and develop effective business processes. Adept at identifying root causes, mitigating risk, and driving procedural improvements that enhance compliance and customer satisfaction. Known for professionalism, strong communication, and cross-functional collaboration.
Overview
18
18
years of professional experience
Work History
Senior Escalations Representative
Wells Fargo Auto
06.2016 - Current
- Served as Subject Matter Expert (SME) and escalation point for complex, high-risk, and legal auto loan complaints.
- Developed and delivered training for new team members both in-person and virtually; recognized for improving onboarding efficiency.
- Authored customer communication templates still in use across Enterprise Complaints Management.
- Contributed to creation and updates of internal procedures, ensuring alignment with regulatory and compliance standards.
- Partnered with leadership to improve processes based on complaint trends and root cause analysis.
- Regularly collaborated with cross-functional departments including Legal, Risk, and Compliance.
- Entrusted with high-profile complaint cases, including media-sensitive issues and Colleteral Protection Insurance-related escalations.
- Consistently exceeded quality and accuracy performance metrics.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Provided coaching to front line empoyees and leadership to address gaps in product or policy knowledge.
Contract Researcher
Schlager Group
01.2015 - 01.2018
- Gathered and organized information for research purposes.
- Created research packets for Gale publications, verifying facts and compiling content.
- Maintained centralized tracking systems using Excel, Word, and other content tools.
- Met deadlines while delivering high-quality research for writers and editors.
- Synthesized large volumes of information, identifying key trends and patterns relevant to research objectives.
Lead Teller / Phone Banker
Wells Fargo Bank
01.2008 - 01.2016
- Supervised teller line, provided approvals, and ensured regulatory compliance.
- 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.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Provided exceptional customer service, resulting in increased loyalty among existing clients and referrals of new business opportunities from satisfied customers.
- Introduced customers to other bank team members to help meet financial needs.
- Prevented losses by identifying suspicious activities and escalating concerns according to bank policies and procedures.
- Maintained compliance with federal regulations and bank policies, mitigating risk exposure for the institution.
- Facilitated daily huddles and weekly team meetings.
- Coached tellers on fraud prevention, loss mitigation, and customer service best practices.
- Navigated multiple banking systems simultaneously to access account information, process transactions, and update client records accurately.
Substitute Teacher
Northwest & Keller ISD
01.2010 - 01.2012
- Followed classroom plans left by class teacher to continue student education and reinforce core concepts.
- Developed strong rapport with students through consistent encouragement and support, fostering a positive learning atmosphere conducive to academic growth.
- Upheld classroom routines to support student environments and maintain consistent schedules.
- Repeatedly requested as substitute teacher by teachers based on excellent past referrals and trusted performance.
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
- Increased student comprehension by utilizing differentiated instruction methods tailored to individual learning styles.
- Maintained accurate records of student attendance, grades, and progress reports, ensuring timely submission to administration for reporting purposes.
- Provided substitute teaching services across multiple grade levels and subjects, maintaining educational continuity in absence of regular teachers.
- Provided feedback to students on assignments and tests, offering constructive advice for improvement.
Education
B.S. - Criminal Justice
University of North Texas
Denton, TX2006
Texas Teachers of Tomorrow
Dallas, TX2010
B.A. - Psychology
University of North Texas
Denton, TX2006
Skills
- New Hire Training & Onboarding
- Policy & Procedure Development
- Auto Customer Service & Collections Knowledge
- Root Cause & Risk Analysis
- Instructional Design
- Interdepartmental teamwork
- Clear and concise communication
- Business Execution Strategy
- Proficient in Microsoft Office Suite, ECMP, ECIP, SharePoint, iRepo, iTop, CARS, AutoIMS, ICMP
- Data entry proficiency
Additional Highlights
- - Hybrid work environment ready
- - Strong written and verbal communicator
- - Flexible, deadline-driven, and adaptable
- - Trusted by leadership for sensitive case handling and SME projects
Timeline
Senior Escalations Representative
Wells Fargo Auto
06.2016 - Current
Contract Researcher
Schlager Group
01.2015 - 01.2018
Substitute Teacher
Northwest & Keller ISD
01.2010 - 01.2012
Lead Teller / Phone Banker
Wells Fargo Bank
01.2008 - 01.2016
B.S. - Criminal Justice
University of North Texas
Texas Teachers of Tomorrow
B.A. - Psychology
University of North Texas
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