Ashley N. Love
Fort Mill,USA
Summary
As a Business Strategy Support Professional, I offer 18 years of experience in client and organizational support. As a member of your staff I would be able to lead change and foster sound internal and external business relationships. I also have proven organizational and communication skills which I have applied and perfected in my current and prior experience as an implementation professional with a strong background in designing and developing instructional materials for diverse audiences. Adept at utilizing range of educational technologies and methodologies to create effective learning experiences. Known for strong collaboration skills, adaptability to changing project needs, and focus on achieving measurable results. Skilled in curriculum development, e-learning platforms, and multimedia content creation. Recognized for excellent communication, problem-solving abilities, and fostering productive team environment.
Overview
16
16
years of professional experience
Work History
Business Execution Instructional Designer
Wells Fargo Bank, N.A
05.2024 - Current
- Partners with lines of business, SMEs, product teams, and end users to gain understanding and develop training plans to lead initiatives for system conversion from legacy servicing tools such as AFS to Loan IQ, WebClient, and WBRS reporting systems.
- Works closely with product teams to incorporate system releases and product enhancements from an agile perspective.
- Utilize project management skills to execute facilitation plans and deliver over 250 hours of training material to domestic and off-shore, front office and operational end users in the 3rd -4th quarter of 2024.
- Designed and developed instructor-led training materials that supported face-to-face classroom instruction for blended learning environments using as well as eLearning courses kjkc
- Incorporated best practices in instructional design methodologies like ADDIE, SAM, and Agile into project workflows.
- Conducted post-training evaluations to measure effectiveness of instruction and identify areas for continuous improvement.
Wholesale Lending Account Manager
JP Morgan Chase Bank N.A
04.2022 - 05.2024
- Responsible for managing daily, monthly, and quarterly loan transactions while reconciling data reports covering syndicated and bilateral deals of upwards of 5B in global commitment.
- Assist with Fraud preparations for funding and repayment transactions over 50MM.
- Works with business partners and stakeholders opining on technological solutions related to Loan IQ that may impact cross functional businesses and technology teams.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Actively participated in networking events within the industry, expanding professional connections and generating leads.
- Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.
- Assisted in the development of training materials for new hires, ensuring smooth onboarding process.
Global Technology and Operations Data Consultant
Bank of America
11.2020 - 04.2022
- Supported Commercial Banking and Loan Syndication operations with migrating servicing data for deals ranging from from 250MM to upwards of 20B in global markets such as EMEA and APAC from GBS data systems to Loan IQ.
- Responsible for reviewing loan documentation such as credit agreements, R-Credit acknowledgements, renewals, extensions, and amendments to ensure they align with bank policies, and quality standards.
- Reviewed routine to more complex documentation assigned by market leader or designee for direct and syndicated loans.
- Consulted with company vendors, legal counsel, and credit analysts to ensure document accuracy.
- Enhanced data-driven decision making by developing and implementing advanced analytics models for clients.
Client Support Manager
Trade Street Advisors
06.2018 - 10.2020
- Proficient in onboarding audit request and loan information into internal tracking systems and closely monitoring the review process until completion as well as generating daily/weekly workload assignments, project requirements, team availability, and project completion hours Creating utilization reports and proactively mitigating negative impacts to production scheduling and project completion while careful to adhere to established service level agreements.
- Collaborated with business units to create and identify business needs and implement procedural guidelines. This includes creating job aids and manuals, established best practices and successful integration of SaaS platforms including Salesforce and designing dashboard outlines used to improve workflow, project management and performance execution.
- Participated in strategic planning sessions to align support objectives with broader organizational goals and priorities.
- Implemented metrics-driven performance evaluations to recognize high-performing team members and address areas for development. Developed and implemented training programs for staff.
Commercial Mortgage Service Consultant
Wells Fargo Home Mortgage
08.2016 - 01.2018
- Ensuring market needs are met for loans that have reached maturity walls, some seeking defeasance proposals, and payoff demand requests.
- Assisting with clarification of verbiage of legal documents such as promissory notes, loan agreements, deeds of trust, reserve and escrow agreements, construction criteria for reserve draw processing and lockbox/cash management agreements.
- Communication with tax liaisons for disbursement statuses and recovery of escrow shortages. Confirmation with insurance analysts for policy, invoice, clause, and compliance updates.
- Documented payment details and personal information on customer accounts.
- Analyzed customer feedback data to identify trends and implement targeted improvements, leading to consistently high satisfaction scores.
- Successfully collaborated with cross-functional teams in order to develop innovative service offerings tailored to the unique needs of each client.
- Conducted comprehensive needs assessments to identify areas for service improvement and tailored solutions accordingly.
Loan Servicing Specialist
Wells Fargo Home Mortgage
10.2014 - 08.2016
- Prepared mortgage foreclosure affidavit files for Foreclosure Attorney Firms, including internal auditing of file completion, notary fulfillment, upload into ICMP imaging system, and overall outbound logistics for the Foreclosure Document Execution group in Uptown Charlotte.
- Specialized in completing shipping for Escalated, Bankruptcy, and New York foreclosure affidavits in a deadline driven environment. Implementing auditing and documentation processes to comply with governmental, state, and RECOR policies.
- Trained less experienced team members to improve and maintain 99% quality goal and ensure completion of special projects in a team environment.
- Participated in continuous improvement initiatives aimed at enhancing operational efficiency within the Loan Servicing department.
- Maintained detailed records of borrower interactions for audit purposes, ensuring full regulatory compliance at all times.
- Assisted in the development of new lending products to better serve customer needs and preferences.
- Readied Truth-in-Lending Disclosures for loan applicants, delivering important information about loan APR and repayment terms.
Collections Representative
Wells Fargo Home Mortgage
11.2009 - 06.2010
- Reviewed assistance outlook and advise mortgages on documents received and needed to complete review for FHA, V.A, FNMA investor hardship programs.
- Proficiently navigated industry-specific software tools for efficient tracking, reporting, and analysis of collection efforts.
- Improved collections efficiency by implementing strategic negotiation techniques and customer service skills.
- Developed comprehensive knowledge of various industries, enabling tailored strategies for collecting from diverse clients across multiple sectors.
- Collaborated closely with legal department when necessary, facilitating the initiation of legal actions or settlements as required.
Education
Undergraduate studies - Business Administration
Undergraduate studies - Information Management Systems
Skills
- Quality Compliance
- Client Management
- Client Correspondence
- Problem Analysis/ Resolution
- Data Processing
- Tableau
- Ariba
- Process Implementation
- Salesforce
- Articulate Rise
- Learning strategies
- E-learning design
- Training program development
- Course material creation
- Feedback analysis
- Implementation support
- Training program improvement
- Training material development
- Classroom experience
- Project implementation
Certification
- NIFE Certified Credit Counselor
- AFCPE Licensed Bankruptcy Counselor
References
References available upon request
Affiliations
- CRE Finance Council
- Women’s Network
- B/AAC Network
- Pride Network
- Asian/Native American Network
Timeline
Business Execution Instructional Designer - Wells Fargo Bank, N.A
05.2024 - Current
Wholesale Lending Account Manager - JP Morgan Chase Bank N.A
04.2022 - 05.2024
Global Technology and Operations Data Consultant - Bank of America
11.2020 - 04.2022
Client Support Manager - Trade Street Advisors
06.2018 - 10.2020
Commercial Mortgage Service Consultant - Wells Fargo Home Mortgage
08.2016 - 01.2018
Loan Servicing Specialist - Wells Fargo Home Mortgage
10.2014 - 08.2016
Collections Representative - Wells Fargo Home Mortgage
11.2009 - 06.2010
University of South Carolina Upstate - Undergraduate studies, Information Management Systems
York Technical College - Undergraduate studies, Business Administration
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