Alexander SosA
Fort Mill,SC
Summary
Dynamic leader with extensive experience at Wells Fargo Home Mortgage, driving team growth and operational efficiency. Proven track record in risk management and customer relations, achieving significant process improvements. Skilled in lending software systems, fostering a culture of quality assurance and best practices to enhance customer experiences and meet business objectives.
Overview
23
23
years of professional experience
Work History
MANAGER – MORTGAGE LOAN PROCESSING
Wells Fargo Home Mortgage
Tempe, AZ
12.2021 - 10.2022
- 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 team
- 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
- Identified 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
- Interpreted and developed 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
MANAGER – MORTGAGE SALES NATIONAL CONTACT CENTER
Wells Fargo Home Mortgage
Tempe, AZ
07.2019 - 12.2021
- 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.
MANAGER – DIRECT SALES & SERVICE, PERSONAL LINES
Sentry Insurance
Scottsdale, AZ
01.2015 - 02.2019
- 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
CUSTOMER SERVICE MANAGER
Sentry Insurance
Scottsdale, AZ
01.2012 - 01.2015
- 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
AIRPORT GENERAL MANAGER
American Airlines
Caracas, Venezuela
10.1999 - 08.2007
- 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
Education
MBA - Master of Economics, Business, and Studies
CENTRAL UNIVERSITY OF VENEZUELA (UCV)
Caracas, VenezuelaGround Security Coordinator Initial-International Training, International Security Program Training, Strength Builder, Handling Difficult People
AMERICAN AIRLINES FLAGSHIP UNIVERSITY
Dallas, TXHigh Impact Presentations
DALE CARNEGIE & ASSOCIATES, INC
International Airport Passenger Service
AMR TRAINING GROUP
Air-Aeronautical Law
AIRLINE ASSOCIATION IN VENEZUELA
Skills
- Team Growth and Development
- Error Research
- Reporting Systems
- Risk Management
- Digital Applications
- Mortgages and Loans
- Lending Software Systems
- Customer Communication
- Customer Relations
- Quality Assurance
- Operational Efficiency
- Best Practices Management
- Company Standards
Languages
Full Professional
Timeline
MANAGER – MORTGAGE LOAN PROCESSING
Wells Fargo Home Mortgage
12.2021 - 10.2022
MANAGER – MORTGAGE SALES NATIONAL CONTACT CENTER
Wells Fargo Home Mortgage
07.2019 - 12.2021
MANAGER – DIRECT SALES & SERVICE, PERSONAL LINES
Sentry Insurance
01.2015 - 02.2019
CUSTOMER SERVICE MANAGER
Sentry Insurance
01.2012 - 01.2015
AIRPORT GENERAL MANAGER
American Airlines
10.1999 - 08.2007
MBA - Master of Economics, Business, and Studies
CENTRAL UNIVERSITY OF VENEZUELA (UCV)
Ground Security Coordinator Initial-International Training, International Security Program Training, Strength Builder, Handling Difficult People
AMERICAN AIRLINES FLAGSHIP UNIVERSITY
High Impact Presentations
DALE CARNEGIE & ASSOCIATES, INC
International Airport Passenger Service
AMR TRAINING GROUP
Air-Aeronautical Law
AIRLINE ASSOCIATION IN VENEZUELA
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