Wendy Meekins
Townsend,DE
Summary
Respected and self-motivated professional with more than 20 years experience in the Financial Industry. Highly skilled at relationship building, coaching and counseling. Experience managing multiple projects from the requirements gathering stage to completion. Adept at assessing needs, generating options, and implementing solutions in collaboration with team and stakeholders. Proven ability to work with difficult situations. Consistently received positive feedback from management, peers, employees, and customers.
Overview
35
35
years of professional experience
1
1
Certification
Work History
Lead Process Improvement, Workforce Management
Discover Financial Services
Newark, DE
12.2022 - Current
- Manage roadmap, developing and leading initiatives that drive operational efficiencies.
- Achieved business objectives by developing process improvements based on customer feedback.
- Worked with leaders to establish metrics and targets for digital workload channel improving workload capacity planning and forecasting.
- Improved processes to reduce risk.
- Completed process mapping with risk assessment.
- Changed existing processes and implemented new processes to improve efficiency by 22%.
Senior Business Engineer, Employee Experience Solutions
Discover Financial Services
Newark, DE
12.2018 - 12.2022
- Led data team to collaborate with business and technology teams to enhance employee productivity and quality along with applying consistency throughout the organization.
- Transformed data into Oracle and RDS workspace and identified critical data issues.
- Implemented data logic to improve productivity for enhanced reporting.
- Identified risk and errors making recommendations to improve reporting issues.
- Managed data for productivity and quality applications supporting over 10K agents and managers.
- Provided thought leadership and strategic guidance to translate business problems into data oriented, user-friendly solutions.
- Maintained cross functional partnerships with business and development teams to prioritize and effectively improve reporting and productivity.
- Completed data mapping
Manager, Reporting and Speech Analytics
Discover Financial Services
New Castle, DE
10.2016 - 05.2018
- Led cross-functional Reporting and Speech Analytics team that create reporting for analysis enterprise wide.
- Using data analytics identified performance gaps completed process improvements reducing system downtime by 3.7%, customer satisfaction by 15.05% and decreased average call handle time by 23.64%.
- Cross-trained existing employees to maximize team agility and performance.
- Maintained vendor relationship with internet provider and reduced cost through auditing expenses.
Project Manager, Business Engineering
Discover Financial Services
New Castle, DE
11.2014 - 09.2016
- Led scrum team of Business Analysts, Project Managers, Quality Assurance testers and Technology resources to automate 200+ functions that were highly manual creating estimated savings of over $6B.
- Planned, designed, and scheduled phases for large projects.
- Provided detailed project status updates to stakeholders and executive management.
- Achieved project deadlines by coordinating with contractors to manage performance.
Senior Associate, Billing Exception Support Team
Discover Financial Services
New Castle, DE
07.2006 - 10.2014
- Led project team that worked with Legal and Compliance for regulatory processes involving multiple business units.
- Developed and maintained standard operating policies and procedures.
- Served as liaison, facilitating communication between management and associates.
Senior Account Manager, Billing Exception Support Team
Discover Financial Services
New Castle, DE
12.1995 - 06.2006
- Managed research and reconciliation of general ledger accounts while being primary liaison with Federal Reserve.
- Assisted in migration of new banking system and was able to identify and recover $500K in write off.
Customer Service Account Manager, Customer Service
Discover Financial Services
New Castle, DE
05.1989 - 12.1995
- Customer Service Representative answering constant flow of customer calls promptly to avoid hold times.
Education
High School Diploma -
Christiana High School
Newark05.1989
Skills
- Process Improvement Solutions
- Business Process Mapping
- Excellent Communication
- Excellent Organizational n
- Project Management
- Agile Methodology
- SQL
Certification
Certified Scrum Product Owner
Timeline
Lead Process Improvement, Workforce Management
Discover Financial Services
12.2022 - Current
Senior Business Engineer, Employee Experience Solutions
Discover Financial Services
12.2018 - 12.2022
Manager, Reporting and Speech Analytics
Discover Financial Services
10.2016 - 05.2018
Project Manager, Business Engineering
Discover Financial Services
11.2014 - 09.2016
Senior Associate, Billing Exception Support Team
Discover Financial Services
07.2006 - 10.2014
Senior Account Manager, Billing Exception Support Team
Discover Financial Services
12.1995 - 06.2006
Customer Service Account Manager, Customer Service
Discover Financial Services
05.1989 - 12.1995
High School Diploma -
Christiana High School
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