shawn m. choyce resume
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Implementation Manager accomplished in managing seamless on boarding of US Corporate, Business Banking and Commercial Cash Management customers. This included Treasury products such as ACH, Wires, Positive Pay, Controlled Disbursement, Account Reconciliation, Lockbox, Cash Vault Desktop Deposit, Sweep, and ZBA just to name a few. Tapped consistently by leadership to provide root cause analysis and process improvement plans for back office operations with major production issues. Proven passion for developing and aligning high functioning teams with the strategic direction of the company. Recognized for enhancing customer experience through change management, resolution of complex, sensitive issues, consistently met or exceeded Service Level Agreement and delivery of world-class customer services. Excel in elevating operational efficiency, effectiveness, and cost, building rapport with management teams, and eliminating potential for error and risk.
Core Competencies Human Capital Development Customer Service, Loyalty & Retention Employee Engagement Change & Integration Management Operational Efficiency Production & Cost Management Process & Procedure Development Service Quality Improvements Cross-functional Team Building Project Management
PROFESSIONAL EXPERIENCE RWC
2013 -2013Cash Management & Conversion Consultant on assignment with Cathay BankWorked with Cathay Bank in converting their core online banking platform to a new application with more robust features offering their users information reporting, bill pay, ARP/Positive Pay, Account transfers and payment functionality (Wire and ACH). Conducted usability testing of the BeB/FIS system, documented results and provided feedback for future enhancements. Completed a comprehensive review of the quick user guide, provided recommendation to correct the process flow to ensure the documentation followed the system process. Developed training scripts, and tracking documentation to utilize as best practices. Acted as Cash Management (Subject Matter Expert) and Consultant to meet with Cathay Banks top cash management clients and bankers to conduct onsite end user training to prepare them for the conversion event and preview the NEW Cathay Business Online Banking Application.
WELLS FARGO BANK Ontario, CA 1996 - 2013
SVP, Regional Manager
Managed three-site team in delivering exceptional customer services and product implementations to clients. Contributed to development of group’s mission statement and guiding principles. Collaborated with internal partners and operations to expedite enrollment and service delivery, while mitigating risk. Strong problem solving skills. Identified root causes of operational issues and implemented new processes to mitigate these issues in the future. Recruited, developed, trained and led team of 4 managers and 45 team members. Coordinated, supervised and was accountable for the all team member activity including setting priorities and monitoring quality. Instrumental in providing performance feedback which included performance goal setting, coaching and corrective action when needed
Key Accomplishments:
Boosted quality from 60% to 75%+ average pass rate in one year by updating 350 process guides in six months, completing 224 portfolio reviews, establishing standard review process, and holding staff accountable for documentation quality.
Built trust between business teams and implementation team by reducing workforce of 211 coordinators using diverse processes to team of 11 coordinators with standard operating procedures.
Enabled U.S. Corporate to exceed 2011 revenue goal by implementing 247K+ treasury management products in one year.
Played instrumental role in merger of Wells Fargo and Wachovia without disrupting customer service. Identified market segment needs, introduced training and mentoring programs, consolidated customer-facing staff, facilitated “merger weekends” to execute manual migration, and developed change management process.
Established clearly defined roles and responsibilities for team members and business partners, resulting in improved efficiency, coordination with both teams, accurate data, and enhanced customer experience.
A key member of the development team for TED The Electronic Desktop. Was instrumental in developing usability test scripts and coordinating end user testing, documenting results and recommending revisions. Developed user guides, coordinated pilot and rolled out system.
Developed revenue-at-risk report that allowed sales team to track and follow up with stagnant customers, enabling realization of more than 60% of potentially lost revenue.
Lowered rush requests from 25% to 6%, effectively eliminating risk for incorrect implementations and negative customer experience, by developing and implementing rush request process with clear parameters and processes for rush projects.
Reduced fiscal calendar project expenses 67% by refining and documenting process, effectively eliminating need for two of three temporary project personnel.
Optimized client satisfaction by creating tracking processes and documents that ensured clients were assigned to Client Services Officers correctly and enabled validation and tracking of customer training.
Client Service Officer (CSO) Consulted with retail clients, including Target, Kmart, Mervyns, and Starbucks, to ensure efficient, timely delivery of bank services and products, while maintaining regulatory compliance. Processed client transactions, responded to all client inquiries, and validated/executed specific customer instructions. Key Accomplishments:
Retained Starbucks account by providing exceptionally attentive, comprehensive, and error-free service.
Identified and recovered ~$1.5M in deposits for Kmart by researching adjustments following merger of Wells Fargo and First Interstate systems and interfaces.
Played key role in identification and capture of multi-state fraud ring by identifying suspicious activity and alerting internal fraud division.
FIRST INTERSTATE BANK Los Angeles, CA 1995 - 1996 Project Manager, Client Services Contracted to contribute to development and implementation of electronic desktop system, TED. Gathered business requirements and specifications from each internal banking group. Key Accomplishment:
Enabled request tracking, automated reporting, and eliminated manual processes. FIRST CHICAGO BANK Pasadena, CA 1994 - 1995 AVP / Document Custodial Manager Maintained more than 2M documents stored at two separate vaults for customers including Countrywide. Led staff of 30 direct reports. Key Accomplishments:
Eliminated backlog of 500 boxes of unfiled deeds and titles within six months by developing and executing document filing plan.
Maximized customer utilization of vault space by reorganizing both vaults with 100% accountability for all documents and individual customers’ documents stored in one space. Developed proposal including cost, timeline, and projected outcome; completed project three weeks ahead of three-month schedule.
Additional Experience Glendale Federal Bank, AVP Project Manager and AVP Secondary Marketing Support Manager 1989 - 1994
Coordinated largest single transaction in history of the Savings and Loan industry by adding $1B in recourse insurance to pledged loans.
Developed and implemented companywide record retention program, which included development of the policy and schedule. This project required extensive research, documenting of state, local, federal compliance laws, and retention requirements for each entity. Wrote the scope, form of records, availability and location of records, status of records and retention periods. This information was loaded into an online system. I created extensive test scripts, conducted usability testing and documented result. Developed and delivered companywide training for the record retention program. As part of this project I was tasked with, identifying records at or past the retention period and coordinating the destruction of those records. Through this process, I was able to consolidate records from three facilities down to one reducing the bottom line cost of retaining documents by two thirds.
EDUCATION
West Los Angeles City College Culver City, CA
Advanced Leadership Development Program Wells Fargo Bank Selected as one of eight employees chosen to participate in this one-year intensive hands-on program.
ENDORSEMENTS
“Across each dimension of her goals, Shawn encountered opportunities, challenges as well as roadblocks
and conflicts, and did her best to address each one…with logic, empathy and understanding…[ensuring] the best outcomes for our customer, our team members, and the business.” ~ Joe Schneider, EVP/Regional Implementation Manager, Wells Fargo Bank
“Shawn has displayed proven leadership, customer service and management skills…She took on the responsibility of three additional RCBOs…bringing this area in line with the other offices…It is these skills that have helped her be successful in Implementations.” ~ Kim Becquer, EVP/Regional Implementation Manager, Wells Fargo Bank