Timothy Pagán
Philadelphia,PA
Summary
Results-driven and detail-oriented professional with over a decade of experience in management, operations, customer service, and process improvement. Proven ability to lead teams, streamline workflows, resolve escalations, and exceed performance goals. Adept at navigating fast-paced environments with a level-headed approach, while identifying opportunities for efficiency and risk reduction. Strong interpersonal and communication skills paired with a commitment to excellence and service.
Overview
13
13
years of professional experience
Work History
Mail and Fulfillment Supervisor
Ally Bank
10.2023 - Current
- Lead secure and efficient mailroom operations in a fully digital, customer-centric banking environment. Oversaw physical and digital correspondence workflows, ensuring timely, compliant handling of sensitive financial documentation in support of Ally’s operational excellence and regulatory obligations.
- Directed end-to-end mailroom operations supporting Ally’s digital banking infrastructure, including physical document intake, digitization, classification, and secure routing to internal departments.
- Ensured all processes met Ally’s internal compliance standards as well as federal banking regulations (KYC, AML, GLBA).
- Supervised a team of ___ mailroom associates responsible for managing inbound customer correspondence, legal documentation, and internal mail for departments including Lending, Compliance, and Customer Care.
- Implemented digital mailroom technologies (OCR scanning, cloud-based archiving) to align with Ally’s paperless strategy and improve access to documentation across departments.
- Coordinated with Compliance, Risk, and IT Security teams to audit mail handling procedures and reduce information security risks.
- Partnered with external vendors and national courier services to manage high-volume shipments and ensure rapid, traceable delivery and receipt.
- Maintained detailed, auditable logs of all correspondence using secure tracking platforms integrated with Ally’s internal systems.
- Developed and delivered training for staff on document confidentiality, fraud prevention, and secure handling practices.
Wires Research and Remediation Manager
Wells Fargo
07.2020 - 10.2023
- Write and update departmental procedures to ensure process accuracy.
- Monitor team productivity, error rates, and ensure SLA compliance.
- Manage cross-functional escalations, resolving high-dollar and sensitive issues.
- Conduct workflow reviews, meetings, and risk documentation.
- Collaborate with business partners to streamline operations and implement improvements.
- Verify high-value wire transactions and ensure accuracy in GL reconciliations.
- Champion ideas for process enhancements and automation opportunities.
Levy Supervisor
TD Bank NA
03.2017 - 07.2020
- Led a team to consistently meet and exceed weekly productivity and accuracy goals.
- Provided coaching on error trends and career development for team members.
- Oversaw payroll approval, PTO scheduling, and team hiring/onboarding.
- Spearheaded building-wide employee engagement initiatives.
- Directed automation and digitization projects, enhancing operational efficiency.
- Tested and implemented system updates, offering feedback and training.
- Certified in Lean Six Sigma (Yellow Belt) – applied methodologies to drive process improvements.
Deposit Operations Team Lead II – CIF Escalation Team
TD Bank NA
03.2014 - 03.2017
- Managed a 12-member phone team servicing CIF Escalation, Joint Signer, and New Account queues.
- Handled complex requests and ensured timely resolutions.
- Maintained SLA compliance across multiple operational sites.
- Led training, cross-training, and continual coaching of associates.
- Developed weekly AOM-based workforce plans and team goals.
- Conducted quality assurance reviews and implemented incentive programs.
Deposit Operations Representative Associate II
TD Bank NA
12.2012 - 03.2014
- Executed general file maintenance tasks and quality control checks.
- Delegated daily workflow and provided coverage in the absence of leadership.
- Utilized key software platforms including Fidelity, Encore, Ovation, Lotus Notes, and Excel.
Education
Sociology, Psychology, Criminal Justice
Community College of Philadelphia
Philadelphia, PAHigh School Diploma - General Studies
Mariana Bracetti Academy Charter School
Philadelphia, PASkills
- Team Leadership & Coaching
- Operations Management
- Process Improvement & Workflow Optimization
- Customer & Escalation Support
- Cross-Functional Collaboration
- Risk Identification & Compliance
Accomplishments
- Leadership & Team Development: Led high-performing teams across multiple roles, consistently meeting or exceeding productivity, accuracy, and SLA goals; onboarded and coached 30+ associates, improving retention and team effectiveness across departments.
- Operational Efficiency & Automation: Spearheaded multiple automation and digitization initiatives at Ally Bank, Wells Fargo, and TD Bank, reducing processing times by up to 40% and increasing productivity while enhancing accuracy and regulatory compliance.
- Risk Mitigation & Compliance Excellence: Maintained 100% audit compliance over several years in both wire operations and mailroom management; remediated over $2M in financial discrepancies through detailed reconciliation, significantly reducing operational and reputational risk.
- Process Improvement: Applied Lean Six Sigma principles to streamline levy processing and document workflows, resulting in 25–30% reductions in turnaround times and error rates; developed and implemented 20+ standardized procedures aligned with federal regulations (KYC, AML, GLBA).
- Cross-Functional Impact: Collaborated effectively with Legal, Compliance, Risk, IT Security, and Operations to implement process improvements, resolve escalations (including high-dollar and time-sensitive wire errors), and enhance data integrity and customer satisfaction.
- Recognition & Strategic Contribution: Received leadership recognition for resolving high-impact financial issues and for launching engagement initiatives that boosted morale and performance; played a pivotal role in system testing, implementation, and staff training across key departments.
Timeline
Mail and Fulfillment Supervisor
Ally Bank
10.2023 - Current
Wires Research and Remediation Manager
Wells Fargo
07.2020 - 10.2023
Levy Supervisor
TD Bank NA
03.2017 - 07.2020
Deposit Operations Team Lead II – CIF Escalation Team
TD Bank NA
03.2014 - 03.2017
Deposit Operations Representative Associate II
TD Bank NA
12.2012 - 03.2014
High School Diploma - General Studies
Mariana Bracetti Academy Charter School
Sociology, Psychology, Criminal Justice
Community College of Philadelphia
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