Experience

Novus Home Mortgage

• United States
• Financial Services
• 100 - 200 Employee

• Quality Control Team Lead

  • Jan 2022 - May 2023

• Quality Control Analyst

  • Jul 2020 - Jan 2022



Wells Fargo

• United States
• Financial Services
• 700 & Above Employee

• Quality Assurance Analyst II

  • May 2013 - Oct 2015

  - Process analyzation, creation, training, management, implementation, follow up and special project facilitation - Increased agent passing scores by 65% within three months due to auditing, reporting, and training of an assigned project - Researched and reported findings of executive complaints - Completed quarterly deep dive reviews and presentations of end to end customer experiences - Risk identification and mitigation, often resulting in process or procedure… Show more - Process analyzation, creation, training, management, implementation, follow up and special project facilitation - Increased agent passing scores by 65% within three months due to auditing, reporting, and training of an assigned project - Researched and reported findings of executive complaints - Completed quarterly deep dive reviews and presentations of end to end customer experiences - Risk identification and mitigation, often resulting in process or procedure change - Facilitated conference calls to review procedure gaps, best practice sharing - Virtual file cabinet facilitation and leadership - Template and quality scorecard creation - Numerous other audit reviews, both internal and government related - Team building event creation and implementation

• Quality Monitor II

  • Nov 2011 - May 2013

  - Mitigated risk to the company by ensuring adherence to guidelines, procedures, and regulations, while enhancing the customer’s experience - Audited customer to agent contact calls - Provided feedback and coaching to agents - Facilitated specialized training to individual agents and teams

• Loan Adjuster Specialist/Home Preservation Specialist

  • Dec 2009 - Nov 2011

  - Provided superior customer service as the single point of contact to homeowners through their Loss Mitigation/Home Preservation process - Pre-underwriting of files and document retrieval - Piloted the current business model in use - Process and procedure review and improvement facilitation - Numerous months of perfect quality monitoring scores - Beta tested core software updates and releases

• Liquidation Phone Team/Loan Servicing Specialist

  • Feb 2009 - Dec 2009

  - Provided excellent customer service to homeowners and realtors throughout the short sale, deed in lieu, and home retention/modification process in a call center - Counseled homeowners on their liquidation and retention options to reduce risk and long term negative customer impact - Advised outstanding documentation required to complete reviews - Received nearly all perfect quality scores on interactions