Debra Berry
Mooresville,NC
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure a full time position. Ready to help achieve company goals. To maintain a position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
26
26
years of professional experience
Work History
Lending Operations Senior Manager
Wells Fargo
04.2007 - 11.2022
- Managed VA Mortgage Processing Operations consisting of 160 direct employees with minimal supervision. Responsible for providing customer support with confidence in fast -paced call center environment.
- Participated in large-scale projects and introduced new systems, tools, and processes to teams to achieve challenging objectives. Improved customer contact strategy and consistency.
- Supervised and directed Manager, Underwriter or Processor teams to keep tasks prioritized and meet established goals. Maintained Service Level Agreement on daily basis.
- Evaluated hiring, firing and promotions requests. Led training and coaching of new hires. Promoted productivity, accuracy, risk management, and friendly customer service. Promoted 5 processors to leader positions in three years.
- Collaborated with key stakeholders across Credit Risk, Sales, Closing and Funding. Solved complex issues thru analyzing data and using creative approaches.
- Effectively responded to escalations from partners and customers to provide excellent customer experience. Received acceptable customer experience survey scores.
Branch Manager
American General Finance
01.1997 - 02.2007
- Developed strong listening skills through working on collection of past due customer payments. Submitted files for judgments and represented company in Court proceedings. Handled all bankruptcy proof of claims. Met delinquency 4% goal for branch.
- Demonstrated strong organizational and time management skills, with eye on details, while managing multiple priorities which included lending, collections and sales. Developed high performing team who consistently obtained results.
- Worked well in team setting, providing support and guidance. Led branches of Customer Service Representatives and Collectors. Promoted several employees to management positions. Also assessed employee performance and developed improvement plans.
- Strengthened communication skills through regular interactions with Sales partners including cold calling on new clients. Developed strong network of sales partners to meet monthly volume goals.
- Examined customer loan applications for loan approvals and denials. Underwrote applications up to 1 million personal credit authority. Used strong analytical and problem-solving skills to develop effective credit solutions for challenging situations.
Education
High School Diploma -
Gar-field Senior High School
Woodbridge, VirginiaNo Degree - General
East Carolina University
Greenville, North CarolinaSkills
- Customer Focused
- Great Listener
- Goal-oriented
- Analytical Thinker
- Inter-department collaborator
- Deadline Driven
- Independent Thinker
- Change Management Leader
- Team Builder
- Solution Driven
- Remote working experienced
- Compliance and Regulatory Focused
- Continuous learner
Timeline
Lending Operations Senior Manager
Wells Fargo
04.2007 - 11.2022
Branch Manager
American General Finance
01.1997 - 02.2007
High School Diploma -
Gar-field Senior High School
No Degree - General
East Carolina University