Telly Moody
Columbia,SC
Summary
Accomplished Quality Assurance Manager at Wells Fargo, with a proven track record of enhancing customer satisfaction and streamlining production. Expert in identifying causations and solutions to exceed performance expectations. Skilled in detailed analysis and results-driven leadership, ensuring top-notch quality and efficiency in fast-paced environments.
Overview
13
13
years of professional experience
Work History
Quality Assurance Manager
Wells Fargo
09.2020 - 06.2024
- Implemented new quality assurance and customer service standards.
- Inspected employee progress daily
- Monitored staff productivity and suggested improvements to daily functionality.
- Lead weekly team meetings
- Completed monthly one on one meetings with direct reports for improvement.
- Provided monthly reporting of production, impacts and identify root cause to senior managers.
- Completed yearly performance reviews for direct reports
- Completed and delivered compensation reviews
- Recorded, analyzed, and distributed statistical information.
- Reported production malfunctions to managers and production supervisors.
Banker Connection Supervisor II
Wells Fargo
04.2015 - 09.2020
- Increased customer satisfaction scores through daily monitoring, coaching and feedback to an exceeds rating.
- Managed and provided feedback through side by side and direct coaching
- Facilitated monthly team meetings.
- Prepared and delivered expectations for new hires during onboarding.
- Managed and approved time cards for accuracy weekly
- Monitored and ensured quarterly compliance courses were completed
- Provided training to less experienced supervisors
- Facilitated onboarding for new supervisors
- Completed interviews for new hires to Banker Connection
- Completed termination of employment following all guidelines from HR as needed.
Banker Connection Escalation Specialist
Wells Fargo
03.2013 - 04.2015
- Managed escalated phone calls by applying extensive knowledge of bank policies, products, and services.
- Assisted bankers with account opening, maintenance and or closing accounts.
- Educated bankers on product updates and promotions to better service our customers.
- Troubleshoot error messages received by tellers and banker.
Banker Connection Customer Service Representative
Wells Fargo
09.2011 - 03.2013
- Handled inbound calls from bankers and internal backshop employees
- Delivered exceptional customer service exceeding all performance metrics.
- Provided training to new hires and less experienced peers
- Partnered with managers to provide mentoring and coaching to peers.
- Co facilitated various workshops to improve performance results
Education
Bachelor of Arts - Sociology
University of South Carolina
Columbia, SC08-2003
Skills
- Strong listening and problem solving skills
- High level attention to detail
- Strong prioritization and time management
- Ability to multitask with minimal errors
- Strong professional communication verbal and written
- Remote work 4 years plus
- Exceptional Customer Service Skills
- Dependable self starter
- Exceeds performance expectations
- Adheres to company policies and procedures
Timeline
Quality Assurance Manager
Wells Fargo
09.2020 - 06.2024
Banker Connection Supervisor II
Wells Fargo
04.2015 - 09.2020
Banker Connection Escalation Specialist
Wells Fargo
03.2013 - 04.2015
Banker Connection Customer Service Representative
Wells Fargo
09.2011 - 03.2013
Bachelor of Arts - Sociology
University of South Carolina
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