ROHANA MOORE
Concord
Summary
Dynamic professional with extensive experience at Wells Fargo and the California Department of Rehabilitation, excelling in strategic planning and team supervision. Proven track record in compliance auditing and performance evaluation, achieving significant improvements in operational efficiency and employee engagement. Adept at coaching and mentoring, fostering a culture of excellence and accountability.
Overview
23
23
years of professional experience
Work History
Supervising Program Technician II
California Department of Rehabilitation
Concord
12.2022 - Current
- Deliver supervision, training, and strategic planning for accounting and procurement teams.
- Developed strategic plan aligning with California’s Prompt Payment Act compliance.
- Optimized efficiency through timely payment pacing, achieving monthly targets over two quarters and fiscal years 2022 - 2025.
- Utilize strengths of team members to distribute and manage procurement and invoice workload
- Facilitated recruitment, conducted interviews, and onboarded candidates for District Operation Support Team.
- Enhanced staff proficiency through Learning Management System for essential and career development training
- Oversaw authorizations and invoice processes for Greater East Bay districts in California.
- Conduct personal coaching aimed at advancing career development, optimizing performance, and delivering critical feedback
- Performed detailed reviews of timesheets to verify adherence to guidelines.
Handled reasonable accommodation requests to facilitate employee needs effectively.
Investigated ergonomic requests to optimize workplace conditions for staff. - Conduct staff meetings both in person and virtually
- Engage with multiple district offices to support field personnel in establishing streamlined service for effective invoice operations.
Customer Success Team Manager
Wells Fargo
San Francisco
01.2003 - 01.2022
- Maintained outstanding employee relations by partnering with Human Resources as well as Employee Assistance Consultants.
- Partnered with key stakeholders for strategic planning and analysis of the team’s compliance (federal, state and local, along with company policies) with celebrated results of decreased banking and telecommunication compliance errors which exceeded company goals.
- Conducted interviews, trained and mentored new hires through an efficient onboarding process, also processed out boardings and exit interviews.
- Completed team performance evaluations, throughout the year, which increased performance and led to the exceeding of company expectations.
- Conducted weekly, monthly and yearly payroll timesheet audits to assure on-time payment in compliance with labor laws including tracking leave of absence and accommodations.
- Facilitated various trainings in one-on-one coaching, in groups, in person and virtually regarding, processes, services, laws, regulations and systems to ensure compliance and to minimize risk.
Customer Service Team Lead
Wells Fargo Online Banking
01.2006 - 01.2015
- Supported banker team of 13 – 24 bankers by providing information and stepping in to handle the more intense customer situations.
- Worked with peers in creating strategies to support service delivery and sales initiatives.
- Delivered feedback regarding quality assurance related to policy, compliance, customer service and sales.
- Implemented manager to banker engagement program, which lead to an increase in customer satisfaction survey scores and a boost in team morale.
Education
Certificate Program - Human Resources Management
UC Berkeley Extension
Berkeley11-2022
Skills
- Strategic planning
- Compliance auditing
- Invoice processing
- Team supervision
- Performance evaluation
- Process improvement
- Coaching and mentoring
- Data analysis
- Administrative support
- Staff training
- Customer service
- Records management
Professional Development
- HR Management Program Certification, UC Berkeley Extension, Berkeley, CA
- Diversity and Inclusion/Crucial Conversations/Situational Self Leadership, California Leadership Academy
Timeline
Supervising Program Technician II
California Department of Rehabilitation
12.2022 - Current
Customer Service Team Lead
Wells Fargo Online Banking
01.2006 - 01.2015
Customer Success Team Manager
Wells Fargo
01.2003 - 01.2022
Certificate Program - Human Resources Management
UC Berkeley Extension
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