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David Layman
Officer, Information Security Analyst at Wells Fargo
Irmo, SC, United States
Details
Experience:
Responsibilities include security rights management for all Wells Fargo call centers in the following systems; Aspect, Genesys, Avaya, Nice Perform, eLoyalty, Symposium, and Cisco call center systems.
2010 : Present
Wells Fargo
Information Security Analyst
Responsible for the real time routing of call volumes and call streams for a total of 14 call centers; as well as using the Verizon Inbound Network Manager to manually route traffic during some disaster recovery events
Real time Aspect maintenance including Super Groups, Agent Groups, ID Creation, Team creation, and Call Control Table maintenance
Act as a liaison between WDA Call Centers and technology teams to ensure all Wachovia Direct Access system issues that affect multiple users or outside customers are resolved in an acceptable timeframe
Manage the real time staffing levels of roughly 2000+ WDA employees across the Wachovia footprint
Make daily, real-time, staffing level decisions that save the company operating expenses while still positively impacting our customers
Create and maintain reports for use in business reviews used by financial officers and executives in order to improve short and long-term productivity
Initiate and oversee process improvements for Wachovia Direct Access business units and recommend appropriate alternatives by working directly with the business unit leaders and technology teams
Act as the primary point of contact for anything technology related that directly impacts the areas of the bank we service
Ensure that all systems and applications my area uses are kept up to date with software enhancements, upgrades, and patches; which includes providing lead web site and design support for the Resource Management website/server
Provide support for the Customview Canvases that are in use by Resource Management and other external divisions by utilizing Customview Producer to create new canvases and edit currently existing canvases
1999 : 2012
Wachovia, A Wells Fargo Company
Resource Management Consultant
Served as a primary point of contact for a team of roughly 20-30 phone agents
Prepared training materials and documents for the Prime Equity Business unit that was used by both new hires and senior employees
Handled escalated phone calls from external customers
1998 : 1999
Wachovia, A Wells Fargo Company
Team Support Leader
Handled basic phone requests from external customers in regards to the Prime Equity Line products
Advised customers on financial strategies that would best suit their needs.
1997 : 1998
Wachovia, A Wells Fargo Company
Personal Service Representative
Evaluated and coached Personal Service Representatives on proper customer service and techniques
Compiled daily reports as to customer impacts, delightful calls, and opportunities for improvement for all Personal Service Representatives in Wachovia's 13 call centers
Reported monitoring results to Senior leaders within all call centers
Helped develop training courses and curriculum that are still in use today
1997 : 1997
Wachovia, A Wells Fargo Company
Quality Control Analyst
2010 : Present
Wells Fargo
Information Security Analyst
Responsible for the real time routing of call volumes and call streams for a total of 14 call centers; as well as using the Verizon Inbound Network Manager to manually route traffic during some disaster recovery events
Real time Aspect maintenance including Super Groups, Agent Groups, ID Creation, Team creation, and Call Control Table maintenance
Act as a liaison between WDA Call Centers and technology teams to ensure all Wachovia Direct Access system issues that affect multiple users or outside customers are resolved in an acceptable timeframe
Manage the real time staffing levels of roughly 2000+ WDA employees across the Wachovia footprint
Make daily, real-time, staffing level decisions that save the company operating expenses while still positively impacting our customers
Create and maintain reports for use in business reviews used by financial officers and executives in order to improve short and long-term productivity
Initiate and oversee process improvements for Wachovia Direct Access business units and recommend appropriate alternatives by working directly with the business unit leaders and technology teams
Act as the primary point of contact for anything technology related that directly impacts the areas of the bank we service
Ensure that all systems and applications my area uses are kept up to date with software enhancements, upgrades, and patches; which includes providing lead web site and design support for the Resource Management website/server
Provide support for the Customview Canvases that are in use by Resource Management and other external divisions by utilizing Customview Producer to create new canvases and edit currently existing canvases
1999 : 2012
Wachovia, A Wells Fargo Company
Resource Management Consultant
Served as a primary point of contact for a team of roughly 20-30 phone agents
Prepared training materials and documents for the Prime Equity Business unit that was used by both new hires and senior employees
Handled escalated phone calls from external customers
1998 : 1999
Wachovia, A Wells Fargo Company
Team Support Leader
Handled basic phone requests from external customers in regards to the Prime Equity Line products
Advised customers on financial strategies that would best suit their needs.
1997 : 1998
Wachovia, A Wells Fargo Company
Personal Service Representative
Evaluated and coached Personal Service Representatives on proper customer service and techniques
Compiled daily reports as to customer impacts, delightful calls, and opportunities for improvement for all Personal Service Representatives in Wachovia's 13 call centers
Reported monitoring results to Senior leaders within all call centers
Helped develop training courses and curriculum that are still in use today
1997 : 1997
Wachovia, A Wells Fargo Company
Quality Control Analyst
Company:
Wells Fargo
About
2013 was a year full of many challenges with implementing new technologies and new key business strategies that impacted 20,000+ employees. The year flew by and has been both rewarding from a learning standpoint and from a self satisfactory standpoint. I've enjoyed the many projects, implementations, changes and shifts in strategies this past year and can't wait to see what challenges and key opportunities await in the year 2014.
20+ years call center management, technology and logistics experience.
Software/Hardware Specialties: Genesys CME, Genesys CCPulse+, Aspect, Avaya, Genesys, Symposium, Cisco, Nice Call Recording, eLoyalty/Mattersight, AT&T Route It, Aspect eWorkforce Management, Customview Producer, Realdash, Genesys Informium/Advisor, Verizon Platform Tools
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