Tessa Ganske
Fargo,ND
Summary
Dynamic Bank Business Process Consultant with extensive experience at USAA, specializing in data governance, and risk management for a large Control Testing and Quality Assurance team. Demonstrated expertise in optimizing compliance monitoring processes, and crafting robust Quality Assurance programs. Skilled in Tableau reporting, driving impactful results through cross-functional collaboration and analytical problem-solving. Expert communicator adept at fostering relationships throughout organizations and spearheading large-scale projects with cross-functional teams.
Overview
23
23
years of professional experience
Work History
Bank Business Process Consultant Senior
USAA
Fargo, ND
08.2021 - Current
- Lead data governance efforts to standardize the reporting structure, documentation, and inventory to drive consistent reporting for a quality and control testing organization.
- Create a process for the Conduct Risk Management program that utilizes data and analytics to detect a range of risks to the bank, and reports the risks to senior leadership.
- Report and analyze complex data for the Quality Assurance Program Management team.
- Collaborate with reporting partners to enhance regular reporting routines, and work prioritization.
- Complaints reporting subject-matter expert for the Quality Control team.
- Monitor and approve Key Performance Indicators (KPIs) for the Omnichannel Quality Control data.
Business Initiatives Consultant 2
Wells Fargo
Fargo, ND
03.2019 - 08.2021
- Interim manager for an international quality team tasked with building a program to monitor risk, track branch and evaluator performance, and ensure compliance with bank policy and procedures.
- Created a Quality Assurance Program that satisfied both an internal audit and the Consumer Financial Protection Bureau (CFPB) audit validation.
- Lead the project to implement the Branch Supervision Program Quality Assurance interface, which included the business requirements, timeline management, and interface design.
- Constructed a random stratified sampling that considered branch volume and frequency, risk rating, and evaluator capacity, using the Quality Assurance Classification System, which also integrated text analytics for pass or fail rates.
- Knowledge of Agile project management and the Jira project management platform.
- Worked in conjunction with reporting partners to establish Tableau reporting for the Community Bank to monitor branch alerts and reopen rates.
- Collaborated with cross-functional teams, such as Compliance, Operational Risk Managers, Legal, Wells Fargo Audit Services, Consumer Control Data Analytics and Reporting, and other business partners, to identify, document, and solve risk-related problem statements.
Analytic Consultant
Wells Fargo
Fargo, ND
10.2014 - 03.2019
- Team leader for a program that identified several key areas of analysis through artificial intelligence, machine learning, and data, which contributed directly to the risk mitigation strategies of a contact center.
- Managed several large-scale projects designed to detect risk and provide guidance on mitigating all risks uncovered during root cause analysis, including the development of new procedures, processes, and reporting.
- Implementation and testing of several call monitoring systems, including natural language processing, Verint, VoIP, NICE Engage, and Nexidia.
- Demonstrated strong communication skills and partnerships with all levels of the organization to share areas of opportunity, recognition, potential risk, or other customer experience goals.
- Developed training material and lead training sessions on NiCE system navigation for management and support partners
- Administrator for NiCE Engage and Nexidia for all users within the contact center
- Individual contributor on a virtual team, managing a diverse workload with limited supervision.
Quality Assurance Analyst
Wells Fargo
Fargo, ND
01.2010 - 10.2014
- Mitigated compliance and operational risk through the assessment of recorded interactions and the review of operational maintenance completed within the contact center to ensure compliance with internal company requirements and/or government regulations.
- Monitored for First Contact Resolution and world-class service delivery to ensure the interaction met line-of-business expectations.
- Collaborated with multiple business partners to ensure the accuracy and ease of the written processes.
- Monitored and reported maintenance transactions completed by Banker Connection through Critical Transaction Review to ensure compliance with processes and procedures.
Customer Service Representative
Wells Fargo
Fargo, ND
08.2002 - 01.2010
- Assisted in establishing the first complaints team within the organization.
- Responsible for researching individual escalated customer complaints for resolution and process improvements, as part of the Resolution Team within Banker Connection.
- Researched customer-related issues and collaborated with various business partners across the Wells Fargo footprint for resolution, looking for the root cause.
- Worked on a diverse caseload with limited supervision.
- Answered inbound calls for regional bankers, assisting with questions pertaining to day-to-day banking operations.
Education
Some College (No Degree) - General Studies
North Dakota State University
Fargo, NDSkills
- Tableau reporting
- Stakeholder engagement
- Cross-functional leadership
- Excel proficiency
- Data analytics
- Compliance monitoring
- Data governance
- Risk management
- Effective communication
- Data analysis
- Organizational skills
- Regulatory reporting
- Collaborative partnership
- Quality assurance testing
- Creative strategy development
- Analytical problem solving
- Independent decision making
- System design and administration
- Project Coordinator
Timeline
Bank Business Process Consultant Senior
USAA
08.2021 - Current
Business Initiatives Consultant 2
Wells Fargo
03.2019 - 08.2021
Analytic Consultant
Wells Fargo
10.2014 - 03.2019
Quality Assurance Analyst
Wells Fargo
01.2010 - 10.2014
Customer Service Representative
Wells Fargo
08.2002 - 01.2010
Some College (No Degree) - General Studies
North Dakota State University
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