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Ashley Saxon Hines

@ashleysaxonhines

Lead Operations Processor & Trainer at Wells Fargo, guiding sanctions screening and reviewing escalated wire transfers with SWIFT, FEDWIRE, and CHIPS.

United States

Message

At Wells Fargo, I lead daily sanctions screening operations, apply OFAC rules to review transactions, and triage alerts using FIRCO and SWIFT message analysis. I also review escalated wire transfers and contribute to procedure revisions and workflow improvements.

At LPL Financial, I led and coached a team of 10 call center agents and resolved complex customer inquiries. Earlier, I researched technical issues, supported new-hire onboarding, and assisted advisors with proprietary LPL and vendor software.

Experience

Work history, roles, and key accomplishments

Current

Lead Operations Processor & Trainer

Current

Wells Fargo

Lead daily sanctions screening operations, applying OFAC rules to monitor transactions and manage exception remediation. Trained over 30 employees and managed escalations with critical thinking and independent judgment.

Sanctions Screening OFAC High Risk Transaction Reviews Issue Remediation FircoSoft Swift Fedwire CHIPS Team Leadership Training and Development Escalation Management Procedure Writing Process Improvement

Service Resolution Professional

LPL Financial

Oct 2020 - Sep 2024 (3 years 11 months)

Led and coached a team of 10 call center agents, improving performance and streamlining operations. Handled escalated and complex customer inquiries with thorough investigation and timely resolution.

Team Leadership Coaching Escalation Resolution Critical Thinking Customer Service Quality Assurance and Advocacy Process Improvement

Mobile Expert Team Lead

T-Mobile

Sep 2011 - Nov 2020 (9 years 2 months)

Delegated sales goals to frontline associates and processed transactions using point of sale computer systems. Provided exceptional customer service, met or exceeded sales goals, and deescalated customer concerns.

Sales Team Leadership Customer Service Point of Sale De escalation Canva

Sr. Tech Support Rep Tech Support Help Desk

LPL Financial

Researched and resolved intricate technical issues, setting client expectations and providing accurate resolutions. Supported new hire onboarding through mentorship and training, and provided technical support for the Waddell & Reed acquisition.

Technical Support Troubleshooting Mentorship Training Vendor Packaged Software Critical Thinking Customer Service