1. 1
MICHAEL E. MARTINDALE
1954 Madrona Street E Home: 503.838.4931
Monmouth, OR 97361 Cell: 503.881.5800
SUMMARY OF QUALIFICATIONS
Service professional with 20+ Years Technology & Finance background
Consultant, Instructor and Coach to Community Bankers and Call Center employees across entire U.S.
In-depth familiarity with Technology Platforms and Field Performance Expectations
Quickly identifies individual strengths to help solidify morale and develop high-performance teams
PROFESSIONAL EXPERIENCE
November 2006 to October 2010
Wells Fargo Advisors, LLC
Salem, Oregon Contact Center
Client Associate 4; Escalation point and liaison to 40+ client-facing phone bank agents servicing retirement, brokerage,
annuities, demand deposit, savings, money market, overdraft protection, recovery and asset managed accounts.
Resolved complex research including historical tax issues, cost basis reconciliation and retirement account conversions.
Responded to senior and mid-level leadership requests for data, analysis and merger oriented issues. Assisted Supervisor
1 with daily scheduling, contingency measures, backup, coaching, quality reporting, trend analysis, performance matrices,
planning and other requirements. Delivered team up-training for Tax and Annual Fee seasons (February & July).
Supported Office of President, Regional Branch Offices and Client Advocacy team to resolve Tier 2/3 service escalations as
needed. Exclusive site contact interfaced daily with Wells Fargo Merger/Integration Command Center.
Selected Accomplishments
Nominated and received six “Core Value Excellence Awards” from peers and associates (2009 to 2010)
Co-facilitated IRA and Brokerage onboarding of 11 teammates (Jan, 2009) and 5 teammates (Sep, 2009)
Site focal point & primary escalation contact for compliance-oriented infractions, bank errors & service breaks
Nominated and received “Team Excellence Award” as Interim Team Leader during historic financial crisis of 2008
Completed Series 7 and Series 63 NASD licensing in February, 2007
Maintained consistent performance evaluation rating of 4.5 or higher (5 point scale)
January 2005 to November 2006
Wachovia Bank, N.A.
Salem, Oregon Contact Center
Personal Banker 2 served as triple-function phone representative to retail bank clients with highly proficient call-
routing skill-sets and soft skills. Strict adherence to all after-hours protocol serving Loss Management, Home Equity,
Lending and restricted VISA check-card/ATM maintenance inquiries. Worked closely with Loss Management to identify
and eliminate high-exposure scenarios to bank in suspected account takeover, credit card and identity theft schemes.
Selected Accomplishments
Nominated and received Team’s “Distinguished Performance Award” in 2006
100 “Shared Success” Awards during tenure with Wachovia Bank
Recognized as departmental role-model subsequent to “Most Improved Gallup” Award
Graduated “Quality Excellence Workshop” (Q2 2006) and recommended as a top new-hire candidate to ICS
Granite Commercial Loan Management, Inc. February 2003 to November 2003
Englewood, Colorado Contact Center
Lending Specialist service provider to large commercial lenders and new construction contractors administering
controlled disbursements with lien releases, appraisals, inspections and associated progress reports. Funds released to
contractors based on overall completion status and fulfillment of specific milestones.
2. 2
MICHAEL E. MARTINDALE
November 1994 to January 2000
Agilent Technologies, Inc.,
Englewood, Colorado Customer Center
Client Services Representative III supporting a Test & Measurement, North Eastern District Sales team with a $100M
annual group sales quota in a triple-function role. Provided expertise in quotations, order entry and collections. Processed
and supported high dollar custom configurations, working with named accounts such as: Analog Devices, Boeing, EMC
Corporation, General Electric, Lockheed-Martin, Motorola, Northrop Grumman, Raytheon, United Technologies and U.S
Government Nuclear facilities. In-depth understanding of complex Test & Measurement production environments and
ability to interact with district managers, sales engineers, buyers and divisional team leads. System production lines were
configured to build high-technology platforms such as the 777 Boeing Jet, B-2 Stealth Bomber, Hubble Space Craft and
NASA Space Shuttle. Consortium project collaboration mandated strict adherence to U.S. Import/Export control laws and
Defense Department clearance level protocols.
Selected Accomplishments
Consistently met and/or exceeded annual group sales quota goals of $100 Million
Rated as Top 5% performer at national level
Member of integration and development team for SAP system in 1996
Received 18 “Team Recognition” quarterly awards over 5 year span
Represented Order Fulfillment team as task force lead for World-Wide E-Commerce Vice President and
Refurbished System fulfillment teams (“CLASS” & “ENCORE” trade named program groups)
January 1990 to November 1994
Hewlett-Packard Company
Rolling Meadows, Illinois & Englewood, Colorado Service Center
Logistical Analyst I for Midwest and Rocky Mountain Service Centers managing $20M of medical, analytical, test &
measurement and personal computer inventory; supported 80 service engineers and 60 customer engineers in high
volume repair environment. Maintained loss ratio below 0.05%. Escalation point of contact for U.S. region with daily
“first flight out” and FEDEX shipments of high-dollar inventory as needed at “hot spot” client locations.
Selected Accomplishments
Awarded Midwest Support “Employee of the Year” in 1993
Task force lead providing system recommendations with merge of Texas Instruments “ROP” database into HP
inventory database
Co-facilitated implementation of world-wide ISO 9000 Quality Standard Certification with Service Center Managers
Selected by Senior Leadership as exclusive Logistical Analyst to relocate to Rocky Mountain Region to; assess,
develop and implement new inventory standards designed to control and reduce high-dollar asset losses
EDUCATION & CERTIFICATIONS
NASD Series 7 & 63 CRD#4512959
TECHNICAL SKILLS & APPLICATIONS
Wells Fargo/Legacy Wachovia/Proprietary; BETA, CIW, EDiv, Einstein, Emerald, FAF, MOBIUS, NICE, Wisdom
Microsoft Office; Access, Excel, Outlook, PDF Editor, PowerPoint, Project Manager, Publisher, Word
Other; ACT, UNIX Reader, Wondershare DVD Slide Show Builder & MAGIX Movie Edit Pro 16
