Desiree Sanders
Summary
Reliable business professional with experience in project management, process improvement and financial analysis. Proven track record of successfully streamlining business operations. Adept at analyzing data to identify trends and developing strategies to improve efficiency. Organized and dependable, successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
20
20
years of professional experience
Work History
Control Management Specialist
Wells Fargo Bank
08.2022 - Current
- Detail oriented professional with analytical mindset; great problem solver
- Supported global initiative to onboard employees overseas by creating training modules, knowledge checks, and daily training schedules for new hires
- Monitor, assess and evaluate control(s) remediation functionality for COE (Customer of Excellence)
- Collaborate and provide guidance to Remediation Leads for overall remediation process
- Consult with all stakeholders involved to communicate updates and timelines throughout Customer Remediation Verification Review process
- Created test scripts, procedures, data logic and reporting for Consumer Lending Customer Remediation Verification Reviews
- Collaborated with internal Data Analytics team to dissect data pulls
- Draft findings and trending analysis
- Provide recommendations to business line management, and ensure retention of all documents used for review
Senior Quality Assurance Administrator- Team Lead
Wells Fargo
08.2016 - 08.2022
- Performed monthly audits on Quality Assurance Administrators to ensure accuracy
- Led team of Quality Assurance Administrators to ensure all tests and reporting were completed within appropriate service level agreement
- Responsibilities include review of compliance for federal and bank regulations in the following areas: REG CC, REG E, UDAAP
- Responsible for all new and existing quality assurance reviews ensuring self-assessment compliance when creating policy and procedures
- Acted as point of contact for all REG CC questions
- Completed month end quality assurance reports and trending reports for line of business partners
- Served as SharePoint site owner for quality assurance team
- Handled maintenance responsibility including developing new reviews within the SharePoint Site
- Led initiative to create brand new quality review for Voice and Non-Voice teams
- Led monthly calibration meetings with leadership from lines of business that are supported by quality assurance
- Conducted quality assurance training for all new hires within Prevention Contact Center and Transaction Fraud Support
- Worked with leadership to review all quality assurance work to see which reviews would stay in quality assurance and which reviews needed to be moved to a quality control team
Quality Monitor
02.2014 - 08.2016
- Reviewed telephone call recordings via NICE recording system to ensure compliance
- Performed quality/performance and control monitoring reviews based on set sample size
- Effectively communicated findings from daily reviews to leadership
- Provided suggestions to improve review processes and to reduce error trends
Customer Service Representative
12.2011 - 02.2014
- Received incoming inquiries from customers, branches, attorneys, and agencies regarding legal orders
- Report trends to Management regarding errors and process changes
- Monitored phone calls while training new hires
- Exhibited knowledge of legal documents and laws that apply to them
- Assisted with creating and implementing recognition program for the department
Financial Crimes Specialist
03.2010 - 12.2011
- Researched and analyzed account activity using various resources and tools
- Reduced risk to bank by identifying potential fraudulent activities
- Made outbound calls to customers and bankers to verify transactions
- Processed items accurately and timely to meet daily deadlines.
Teller Manager
Wachovia Bank
07.2008 - 03.2010
- Performed quality monitors on employee interactions with customers daily to ensure compliance
- Ensured branch was in compliance by reviewing bank policies and regulations with team members
- Organized and conducted monthly meetings with staff regarding operations and audit procedures
- Effectively managed time to ensure management responsibilities were completed and branch was properly staffed
Assistant Branch Manager
Arizona Federal Credit Union
04.2006 - 07.2008
- Directed and led employees in the branch helping them to develop and grow in their careers
- Improved service quality and operational processes
- Maintained error reports and tracking systems to accurately identify both employee and Credit Union errors within the branch
- Developed, maintained, and implemented assigned training for Credit Union employees to ensure they were able to perform basic job functions
Assistant Branch Manager
Chase Bank
07.2003 - 03.2006
- Exhibited patience and knowledge when resolving difficult customer and employee issues
- Performed monthly teller reports and quarterly certification
- Interviewed potential candidates for employment
- Organized and conducted weekly operational meetings
Skills
- Risk Evaluation
- Operational Efficiency
- Improvement Recommendations
- Strong Interpersonal Skills
- Training and Development
- Excellent Communication Skills
Timeline
Control Management Specialist
Wells Fargo Bank
08.2022 - Current
Senior Quality Assurance Administrator- Team Lead
Wells Fargo
08.2016 - 08.2022
Quality Monitor
02.2014 - 08.2016
Customer Service Representative
12.2011 - 02.2014
Financial Crimes Specialist
03.2010 - 12.2011
Teller Manager
Wachovia Bank
07.2008 - 03.2010
Assistant Branch Manager
Arizona Federal Credit Union
04.2006 - 07.2008
Assistant Branch Manager
Chase Bank
07.2003 - 03.2006
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