Wendy Hahn
Wauwatosa,Wisconsin
Summary
Dedicated and hardworking administrative professional with a superior work ethic and strong critical thinking skills. Exceptional organizational abilities for effective task and responsibility management. Maintains high levels of efficiency when working independently or as part of a team. Seeking a challenging position to further grow and develop as an administrator, while applying current knowledge and expertise.
Overview
2025
2025
years of professional experience
Work History
Manager, Corporate Cards
BMO
Remote
06.2022 - Current
- Review standard operating procedures to ensure the highest quality of efficiency among employees.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Led daily team meetings to review performance, set targets and motivate staff.
- Streamlined call center operations for increased efficiency through optimizing scheduling, staffing, and performance tracking processes.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
- Effectively resolved escalated customer complaints through proactive problem-solving techniques, resulting in higher satisfaction scores from clients.
- Collaborated with other departments to develop solutions for resolving recurring customer issues, improving overall satisfaction levels.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Implemented quality assurance measures to monitor agent performance, ensuring adherence to company policies and procedures.
- Oversaw the successful implementation of new technology platforms that enhanced agent efficiency and provided valuable insights into customer behavior.
- Successfully managed KPI goals against targets, scorecards, and expectations of service level agreements with clients.
Assistant Manager
BMO Financial Group
01.2019 - 06.2022
- Manage a team of 22 individuals, update schedules to fit business needs, conduct new recruitment interviews, including screening resumes, evaluating candidates, and onboarding new hires.
- Complete employee coaching, monthly call monitoring for compliance, and workbasket review.
- Present reports and findings, as well as suggest new process improvement opportunities to the management team.
- Provide operational, technological, and escalated business management to support Corporate Cards in BMO Financial Group.
- Protect the Bank's assets by adhering to all applicable federal regulations and operating procedures.
Payroll Benefits Administrator
Umansky Automotive
08.2018 - 10.2018
Client Service Analyst
Kohn Law Firm
12.2015 - 05.2018
Personal Banker
Guaranty Bank
Commercial / Residential Cleaner
Senior Retail Cashier
Education
ASSOCIATES DEGREE -
Milwaukee Area Technical College
Milwaukee, WIBachelor's Degree - Business
University of Milwaukee
Skills
- Leadership
- Effective written and verbal communication
- Performance Management
- Training and development
- Self-sufficient problem solver
- Time Management / high level of multi tasking
- Ability to work independently / collaboratively with a team
- Organization
- Project management
- Technologically literate / proficient in Microsoft products
Timeline
Manager, Corporate Cards
BMO
06.2022 - Current
Assistant Manager
BMO Financial Group
01.2019 - 06.2022
Payroll Benefits Administrator
Umansky Automotive
08.2018 - 10.2018
Client Service Analyst
Kohn Law Firm
12.2015 - 05.2018
ASSOCIATES DEGREE -
Milwaukee Area Technical College
Personal Banker
Guaranty Bank
Commercial / Residential Cleaner
Senior Retail Cashier
Bachelor's Degree - Business
University of Milwaukee