Alexander Sosa

• Reviewed loan files for completeness, identified missing documentation and generated condition lists for applicants with over 300 loans in pipeline
• Prepared documents for underwriting by verifying client income, credit reports and other information.
• Worked with customers via telephone to answer questions, process transactions and resolve issues.
• Processed loans within various departments to achieve timely, accurate and fair proceedings.
• Managed and develop large Loan Production, Loan Servicing, refinance and Purchase.
• Loan processing, documentation, pre-closing or closing tasks, loan monitoring, loan
  servicing, or underwriting activities
• Engaged and influence stakeholders, internal partners, and peers associated with the
  Lending Operations functional area
• Identify and recommend opportunities for process improvement and risk control
  development within Lending Operations

• Participated in the formulation and implementation of new and revised systems, policies,
and guidelines

• Oversaw implementation of practices to ensure compliance with Wells Fargo legal,
  investor, regulatory, or business policies

• Determined appropriate strategies and actions of Lending Operations team to meet
moderate to high risk deliverables
• Interpret and develop policies and procedures for meeting compliance, risk management,
and quality standards
• Collaborate with and influence all levels of professionals, including experienced
managers
• Provide quality customer service
• Develop and guide a culture of talent development to meet business objectives and Strategy

Lead a team that:
• Facilitates the closing and funding of new loan transactions including participations and
loan restructures.
• Serves as a liaison to business divisions, underwriters, prospective clients, insurance
brokers, attorneys, banks, letter of credit contacts.
• Organizes legal documents, internal documents and post-closing items.
• Coordinates funding logistics for new financing, participations and complex restructures.
• Prepares, negotiates and reviews various cash management, credit card notifications and control agreements, and other ancillary documents.
• Collects, reviews and negotiates acceptable insurance certificates and endorsements.

• Managed group of 28 staff members which included mix of sales, customer service bilingual (Spanish-English) professionals, who are responsible for assisting Spanish speaking customers with their Home Mortgage financial needs.
  • Provided direction and counsel on sales strategies and staffing crisis management
  • Aligned organization around common approach to customer experience, including roll out and ongoing management / coaching of Business Associate Customer Experience Drivers.
  • Managed additional transformation initiatives for organization including building bilingual team, establishing metrics and reporting, enhancing risk management and team member development.
  • Provided leadership on customer experience, processes, policies, operational issues, and operational assignments.
  • Conducted periodic office visits to provide onsite coaching/leadership/mentoring/guidance to bilingual team members in remote locations.
  • Supported hiring, recruiting and succession planning process to build diverse team.
  • Provided coverage as needed across division; developed action plans for staff
  shortages.
  • Partnered with other leaders to embody cohesive management team in office, focused on customer needs and meeting office goals and due diligence requirements.
  • Served as champion and expert for change, providing coaching to manage through change.
  • Participating in implementation of long-term strategies, policies and technological advancements.

• Managed 90 staff members which included mix of sales, customer service
  professionals, and supervisors who were responsible for serving Spanish speaking customers, This represented 30% of policy holders
  • Recruited, licensed, and appointed 30 associates to build new Harley-Davidson sales team
  • Successfully led Harley-Davidson project implementation with quotes to close ration of 75%, exceeding goal by 10%, selling 13,000 motorcycles policies during first year
  • Developed team quality and KPI objectives to ensure consistent superior customer experience
  • Developed and implemented both internal and external strategic sales and promotion plan to support business objectives, build brand visibility, and represent Sentry’s point of view
• Provided direction and counsel on sales strategies and staffing crisis management
  • Demonstrated value of strategic media relations in driving business
  • Maintained comprehensive understanding of business units and internal/external target audiences
  • Fostered creative and innovative marketing approaches and materials resulting in measurable outcomes
  • Designed and oversaw internal communication strategies and content to engage associates and create awareness of organizational missions, vision, and business priorities
  • Defined delivery measurements for brand awareness including KPIs to gauge reach and effectiveness of sales strategies

• Created and achieved performance targets for speed, efficiency, and quality with over 90% of staff meeting goals
  • Liaised with supervisors, team leaders, operative, and third parties to gather information and resolve problems
  • Maintained up-to-date knowledge of industry developments and network involvements
  • Monitored calls to improve quality, minimize errors, and track operative performance
  • Coordinated staff recruitment including writing vacancy advertisements and liaising with HR staff
  • Reviewed staff performance, identified training needs, and planned training sessions
  • Recorded statistics, user rates, and performance levels of center
  • Handled most complex customer complaints or enquiries
  • Organized staffing including shift patterns and number of staff required to meet demand
  • Coached, motivated, and retained staff and coordinating bonus, reward, and incentive schemes
  • Forecasted and analyzed data against budget figures on weekly and/or monthly basis
  • Improved performance by raising efficiency and sourcing new equipment
  

• Oversaw all CCS airport operation activity
  • Supervised and recruited airport employees
  • Conducted evaluations for station management team/coach and counseling
  • Conducted trainings and seminars to keep station management and employees updated
  • Controlled airport finances and budget including annual Admirals Club expenses

• Actively participated in flights marketing activities
• Successfully opened cargo facilities at CCS airport
• Supervised cabin service compliance
• Supervised airplane maintenance and ramp motor vehicles
• Monitored reservations on oversold flights
• Interacted with all customers creating a friendly and upbeat atmosphere
• Supervised and monitors flight attendants’ local accommodations
• Interacted with airport authorities to ensure smooth running of airline operations
• Effectively organized, coordinated, and controlled 38 weekly flights within challenging legal and operational environment
• Complaint Handling/Resolution
• AVSEC Regulations/Operation
• Customer Satisfaction Enhancement
• Budget Review & Spending
• Customer Service Management
• Team Building & Training

Specialties:
□ SABRE reservation system
□ Airport Operations
□ Investigations
□ Cost-Reduction Strategies