KEN CHESTER 2108 Heath Ave North * Oakdale, MN 55128 * (651) 340-3380 * [email protected]
Talented, dynamic, and results-oriented Customer Support Manager with proven suc cess in high volume, fast-paced call center environments. Recognized and proven leadership ability with effective, proactive, and exceptional communication ski lls. Dedicated to the creation of world- class, customer-centric environments, resulting in customer retention and business success. AREAS OF EXPERTISE * Superior Leadership (Eagle Scout) * Creating Strong Team Dynamics, High Productivity, and Retention. * Team Member Development, Training, & Coaching * Call Center Operations, Analyt ics, & Forecasting * Client Escalation & Solution Management * Change Management/ "Change Champion" * Product Support & Process Management * Phone Queue Development & Management * ATM , Debit Card, & Consumer Lending * Commercial Lending & Fraud Investigatio ns * Mortgage Servicing & Post Closing Sales
Wells Fargo ATM & Card Services/Consumer Lending Client Services Manager II
2000 - 2009
* Hired, coached, and developed a team of Client Service Consultants who were em powered to discover, analyze, and create solutions for business clients (bankers ) within a short time window, involving highly technical, sensitive, and complex financial transactions and systems. * Facilitated regular meetings with clients, business partners, and vendors to r esolve problems, discuss process or operating procedure changes and operational compliance. Facilitated weekly team meetings to discuss process changes needed to enhance the customer experience and product support enhancements, which might minimize customer complaints or confusion. * Responsible for educating team members and clients regarding the mitigation of business risk. * Responsible for verifying team & business unit compliance and risk management. Ensured that my area of responsibility passed yearly security & compliance aud its at a level of 100%. * Developed and produced new operating procedures to improve or enhance existing processes. Upgraded new service metrics and process improvements. Developed n ew operating procedures and metrics prior to release of new products, and proces s support. Managed the annual review, revision, and updates of all department o perational, procedural, and process documentation. * Responsible for forecasting and submitting yearly budget proposals. * Achieved and exceeded all Service Level Agreements including Time to Resolutio
n per customer issue report and Time to Resolution of Major ATM/Technical networ k failures. * 99.5% Call Capture rate, up from 72%. * One Call Resolution" jumped from just 55% to 97%. * Average Handle Time decreased from five minutes to just 2 minutes and 40 secon ds. * Average Speed of Answer fell from 72 seconds to just nine seconds. * Abandon rate dropped from over 12% to below .5%. * Submitted business cases and managed 21st Century Technology upgrades, to impr ove employee empowerment, productivity, retention, and dramatically enhance the customer experience.
Wells Fargo Home Mortgage- Servicing & Post Closing Customer Service Supervisor * Managed over ten teams in a fast-paced call-center, producing top-tier sales p erformance * Improved employee engagement and reduced attrition by nearly 20%. * Achieved a "One Call Resolution" rate of 96%. * Delivered Supervisor training, enhancing overall call center performance, incl uding cross-sales. * Served as a Subject Matter Expert in all new-hire training classes, aiding in the improvement of retention, performance, and accelerated knowledge base for ne w call center representatives. * First to be nominated into the Wells Fargo "Stage One for Managers" program. North American Outdoors Group Senior Trainer/Learning & Development Group * Successfully trained and coached Customer Care Representatives to deliver supe rior customer service, dramatically improve cross sale performance, and increase Saved accounts by 36%. * Coached and motivated team members towards the achievement of 92% cross sales per call. * Trained Customer Care Representatives in the use of "deductive reasoning" and "probing questions," enabling them to achieve a "One Call Resolution" rate of 90 %. * Provided Product Support Training for Relationship Managers Knutson Mortgage Corporation Manager/Commercial Servicing * Managed & trained a team of Commercial Mortgage Professionals to be outstandin g legal document and fraud examiners. * Served as company liaison and managed the relationship with the Federal Govern ment (Resolution Trust Corporation). * Recommended and successfully managed the sale of over $80 billion dollars of d efaulted loans. * Negotiated with the RTC and mortgagors towards the successful sale of property or loans. * Discovered, investigated, and initiated government intervention on issues of l oan/bank fraud. EDUCATION MA, Arts Administration & Management, North Dakota State University (Summa cum L aude)
BS, Mass Communications/Journalism, Radio & TV Production, St. Cloud State Unive rsity BS, Photographic Engineering, St. Cloud State University (Magna cum Laude) BA, Theatre Arts, Acting, Directing and Vocal Coaching, St. Cloud State Universi ty PROFESSIONAL DEVELOPMENT Stage One for Managers * Diversity * Conflict Management * Creating Inclus ive Environments * Information Security * Code of Ethics * Dynamic Manageme nt * Banking Anti Fraud & Money Laundering * Hiring High Performing Team Mem bers * Change Management HONORS Service Excellence Award, Wells Fargo ATM, Debit Card, and Consumer Lending Nominated three times for the Management Excellence Award, WF Home Mortgage Two-time award winner of the Management Excellence Award, WF Home Mortgage Supervisor of the Month, 2001, 2002 & 2003, WF Home Mortgage