Butch Nelson

About Butch Nelson

As a strategic and innovative executive, I have gained widespread recognition for boosting customer journeys by leading robust process improvements and solutions. I also enhance client services, drive cost savings, and streamline operations by establishing dynamic teams and leveraging lean methodologies to execute strategic initiatives. Furthermore, I navigate positive culture change and accomplish company goals by guiding thought leadership, foster a customer-centric environment, and leverage an authentic and transparent leadership style to align leaders and staff with organizational vision. A few notable accomplishments of which I am incredibly proud include:• Rolling out a customer-centric, fee modernization program with high-level marketing initiatives to bring awareness to new products reducing costs to clients, successfully driving a 50% reduction in fee complaints at Wells Fargo. • Driving organizational effectiveness at Wells Fargo by designing and developing a new customer experience organization in the wholesale and commercial departments, creating an innovative core platform to process customer complaints and resolve systemic issues. • Identifying opportunities for new process improvements, creating consistency in claim payments from subsidiary insurance company, and establishing new standards for claims processing and auditing, successfully recovering $110M at Bank of America.I am excited to expand my professional network and see what the future may hold. If you would like to connect, please contact me at b••••@thesauceaz.com. AREAS OF EXPERTISEData ReportingCustomer RetentionCollaborative Culture Innovative ProcessesLean Process ChangesKey Metrics & Analytics Continuous Improvement Six Sigma & Lean MasteryData-Driven Consumer ServicesNet Promotor Scores (NPS) ImprovementTECHNICAL INVENTORYAgile iGrafx Visio Minitab SharePoint Microsoft Teams Zoom Medallia SaaS

Experience

1. Senior VP, Head of Customer Experience, Consumer and Small Business Operations

   Wells Fargo

   Jan 2020 — Present · Phoenix, AZ, US

   Lead 40-member team in reviewing customer analytics, supporting overall organization of people to drive and inform new initiatives that improve customer experience. Execute remediation and complaints analysis to develop proactive and reactive strategies that increase client satisfaction. Increased JD Power score 38 points in last 3 quarters by leveraging marketing channels to communicate quality improvements to clients, launching fee modernization program, and initiating new, customer-centric employee training. Leveraged Six Sigma and Lean mastery to create cutting-edge framework to identify specific, high-priority areas to augment in customer experience to increase NPS 15 points.

Education

• Rio Salado College

  Coursework in Business

Skills

• Program Management
• Video Editing
• Aerial Photography
• Social Media
• Sales
• Process Design
• Training
• Short Films
• Lean Thinking
• Sales Management
• Six Sigma
• Quality Control
• Lean Master
• Commercials
• Change Management
• Process Improvement
• Social Media Marketing
• Viral Marketing
• Leadership
• Strategic Planning
• Business Process Improvement
• Video Production
• Team Building
• Management
• Lean Six Sigma
• Risk Management
• Process Engineering
• Marketing
• Master Black Belt