Darren Drummond
Summary
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.
Overview
8
8
years of professional experience
Work History
Personal Banker
Wells Fargo
03.2024 - Current
- Utilized strong interpersonal communication skills during client interactions, resulting in increased trust and fostering long-lasting relationships.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Maintained compliance with bank policies and regulations while executing various financial transactions for customers.
- Generated new business by conducting thorough financial needs assessments and offering tailored products to clients.
- Improved customer satisfaction by providing personalized banking solutions and exceptional service.
- Delivered comprehensive financial advice, strengthening client relationships and promoting long-term loyalty.
- Contributed to a positive work environment, fostering teamwork among colleagues to enhance productivity levels.
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
Originations Lead
SoFi
01.2022 - 03.2024
- Manage the end-to-end loan origination process, from application to funding.
- Ensure timely and accurate processing of applications.
- Review and verify borrower documentation (income, credit, ID, etc.).
- Ensure compliance with underwriting guidelines and lending policies.
- Lead and coach a team of loan originators or processors.
- Provide performance feedback, training, and mentorship.
- Monitor productivity and quality metrics, helping the team meet SLAs and KPIs.
- Identify process inefficiencies and propose improvements to streamline workflows.
- Collaborate with product, engineering, and compliance teams to enhance systems and tools.
- Ensure all lending practices are compliant with federal/state regulations and internal policies (e.g., Truth in Lending Act, ECOA).
- Monitor and report any risk indicators or anomalies.
- Resolve escalated customer issues or complex application scenarios.
- Maintain a borrower-first mindset by balancing risk with customer satisfaction.
- Work with underwriting, customer service, product, and credit risk teams to ensure a seamless borrower experience.
- Relay feedback from the front lines to help improve loan products and operational policies.
Project Manager
Citibank
01.2019 - 01.2022
- Drove multiple team's execution of quality management throughout division, improving process effectiveness, cost-effectiveness, resource and process efficiency.
- Produced quality standards, checklists, report templates and processes. Implemented actions to mitigate risk by developing contingency and avoidance strategies. Closely collaborated with project members to identify and quickly address problems.
- Regularly sent ROI’s assisting with front end management of KYC processes for new customers and loans. Gathered documents and validating based on policy requirements using LexisNexis alongside internal software. Aided in renewal cycles and customer trigger events. Workflow management covering task, auto communications, integration of screening, Customer Due Diligence, and risk rating.
- Planned, designed, and scheduled phases for large projects.
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Delivered exceptional customer satisfaction by proactively addressing client concerns and meeting or exceeding expectations throughout the engagement process.
Product Training Specialist
Citibank
01.2017 - 01.2019
- Facilitate new hire and skills classes to ensure consistent and complete understanding of the programs. Planning, coordinating, and conducting learning for new and existing personnel. Assess, monitor, and report the progress of Advocates during classroom and self-paced modules. Coach and develop learners for improvement and retention.
- Identify performance gaps, root cause, and provide solutions to learning colleagues. Evaluate the effectiveness of course materials and facilitation based on learner feedback, quality results, and leader evaluation. Successfully led multiple classes of 28 Advocates to Citi standards and federal compliance.
- Assisted in the development of strategic plans for improving overall sales force effectiveness through targeted trainings on high-priority products.
- Created an effective system for tracking employee progress throughout the duration of each training initiative, resulting in more accurate measurements of success rates over time.
- Served as a subject matter expert during interdepartmental meetings, contributing valuable insights into existing product offerings and potential future developments.
- Communicated with sales and marketing departments on a regular basis to identify any specific product knowledge gaps that could be addressed through targeted trainings.
- Organized workshops and seminars to deliver in-depth knowledge of new product releases, features, and functionalities.
Education
Bachelors of Science - Computer Science
Florida State College at Jacksonville
01.2023
High School Diploma - undefined
Edward H. White
01.2006
Skills
- TEAM MANAGEMENT
- SALESFORCE
- ANALYTICAL/PROBLEM SOLVING
- PERFORMANCE MONITORING
- TIME MANAGEMENT
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Flexible and adaptable
Timeline
Personal Banker
Wells Fargo
03.2024 - Current
Originations Lead
SoFi
01.2022 - 03.2024
Project Manager
Citibank
01.2019 - 01.2022
Product Training Specialist
Citibank
01.2017 - 01.2019
High School Diploma - undefined
Edward H. White
Bachelors of Science - Computer Science
Florida State College at Jacksonville
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