Monica Waddoups

Experience

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  Zions Bancorporation

  May 2003 - Nov 2014

   Analyze and evaluate processes and systems along with user needs for improvements and changes. Responsible for initiating project plans to chart and track courses of action needed in order to meet deadlines. Responsible for managing projects with multiple dependency time lines and chart and evaluate correct course of action. Implemented companywide projects that reduced risk and fraud exposure. Effectively collaborate with cross-functional teams including senior leadership for direction, buy-in and implementation. Show less Took inbound customer service phone calls for affiliate banks and technical support. Handled customer’s inquiries from multiple banks. Provided technical support for online banking, net deposits, Quicken, Microsoft Money, and QuickBooks.Promoted to a coaching role where I coached a team of 15 agents. Facilitated the calculation and delivery of statistics to agents daily. Motivated the team to meet their monthly goals including, value add offers, productivity levels, and level of quality. Coached agents in one on one sessions to help improve their performance. Worked with excel to build tools to help track the team's performance. Promoted to a consulting agent where I was the subject matter expert for online banking. Managed the online banking "bug box", researched and called back customers on online Allegiance complaints and suggestions. Updated processes if information was inaccurate, or missing. When new information was discovered I was responsible for verifying accuracy. Contacted customer's regarding bill pay issues. Show less

  • Operational Analyst

    Jan 2012 - Nov 2014

  • Business Analyst

    Dec 2010 - Jan 2012

  • Call Center Relation Support Specialist

    May 2009 - Dec 2010

  • Call Center Service Manager

    Jul 2007 - May 2009

  • Call Center Service Representative

    May 2003 - Jul 2007
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  Zions Bank

  Nov 2014 - Jan 2017

  Business Analyst

   Analyze and evaluate processes and systems along with user needs for improvements and changes. Responsible for initiating project plans to chart and track courses of action needed in order to meet deadlines. Responsible for managing projects with multiple dependency time lines and chart and evaluate correct course of action. Implemented companywide projects that reduced risk and fraud exposure. Effectively collaborate with cross-functional teams including senior leadership for direction, buy-in and implementation. Show less

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  340BDirect

  Jan 2017 - now

  • Client Account Manager

    Jan 2017 - now

  • Client Account Manager

    Jan 2017 - Jan 2022