[Job Title] and dedicated team player experienced in overseeing operations of individual and multi-unit facilities. Develops successful programs to improve profitability.
Created strategies to develop and expand existing team member knowledge, resulting in a production increase.
Wells Fargo Home MortgageJune 2013 to CurrentLearning and Development Facilitator San Antonio, TX
Supporting Home Preservation Underwriting (Baseline, Specialty, and Mediation groups).
Collaborate and communicate with Leadership/Management, Project Managers, Implementation Consultants and training partners across multiple investors to develop, coordinate and execute effective training.
Creating training materials based on existing policies, procedures and published guidelines, as well as input from managers, lending officers and subject matter experts.
Managing training logistics (booking classrooms, scheduling participants, ordering and mailing materials) for large scale training projects taking place across multiple sites in cities across the country.
Facilitating classroom and virtual training.
Facilitate and support training for multiple investors across the business, partnering with Implementation Consultants and Business leaders from the beginning stages to the final presentation and delivery of the material.
Lead special projects as designated (Home Preservation Underwriting & Call Center).
Encouraged team and self-development (Home Preservation Underwriting.
Wells Fargo Home MortgageMarch 2012 to June 2013Loan Servicing Specialist III San Antonio, TX
Handled customer payment inquiries, property taxes and other special transactions under collections, bankruptcy and foreclosure statuses.
Subject matter expert; ability to build trust and rapport with the department and provide overall support to peers and leadership team.
Designed, developed and delivered Sales training curriculum to an audience of over 200 team members, working together with the leadership team and the Learning and Development group.
This resulted in improvement of quality scores and increase in HPS referrals limiting foreclosures.
Trained, supported and helped onboard new team members.
Conducted side-by-side development meetings with team members, providing performance feedback to staff and corresponding manager for coaching opportunities.
Provided floor support and handled escalated issues for internal/external customers.
Supported Bankruptcy Foreclosure phone team while working with several Wells Fargo Home Mortgage portfolios, managing call volume to improve service levels.
Projects include: compiled Sales Training (Short Sale & Deed in Lieu), Facilitation of training class, OB dialing on Washington/California loans that required special handling.
United States ArmyMarch 2006 to December 2010Infantry Sergeant
Had 12 direct reports for three and a half years where there was continuous development and mentoring provided.
Would provide effective training by planning, creating strategies and having direct reports execute missions successfully.
Attended over 6 months of required leadership, development and analyst training, before being promoted to a leadership role.
Mentor direct reports in personal growth, personal responsibility and mental/emotional support.
Planning Analyst responsible for forecasting mission needs.
Budget management to include signing and being responsible for 100,000 worth of military equipment.
HEB RetailFebruary 2004 to March 2006Assistant Manager
Created a positive customer-centric experience.
Continually exceeding company sales and conversion goals.
Provided motivational training and development of sales staff.
Preparing and delivering employee performance appraisals.
Creating and adjusting schedules to fit business needs.
Managing store payroll and executing loss prevention measures.
Ensuring adherence to company policy and procedure
Promoted to Assistant Manager within 10 months of hire date.
Highest weekly segment conversion on the management team, regularly producing 125-130% of the company standard.
Often placed in top 3 slots of sales and conversion leaderboards during weekly district conferences based on all management out of 11 stores in district.
Education and Training
Columbus State University2009
American Military University2010Business Administration-Information Assurance & Security
Currently Attending Northwest Vista College & Texas A&M University
Bilingual (English and Spanish).
Analyst, Assistant Manager, Budget management, Call Center, coaching, Strong communication skills, conferences, conversion, curriculum development, client, delivery, emotional support, English, fast, forecasting, functional, HPS, Leadership, logistics, loss prevention, mailing, Managing, materials, Mediation, meetings, Mentor, mentoring, all MS Office products, payroll, performance appraisals, policies, producing, quality, rapport, sales, Sales Training, scheduling, Spanish, taxes, Team player, phone, time management, training materials, Underwriting