Dewayne Delaboin
San Tan Valley,AZ
Summary
Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder. Multi-tasking Team Leader well-known for executing successful, dynamic and positive workplace culture to align with organizational mission and values. Trains new hires and mentors struggling workers to achieve overall team success.
Overview
14
14
years of professional experience
Work History
Team Leader
Wells Fargo
05.2018 - Current
- Since coming bac,k to Wells Fargo Office of the President
- The subject matter expert or “SME” with the Direct Auto
- Process and system training for Direct Auto for Chandler, Minnesota and Texas locations and other lines of business within Office of the President
- Working with management on combining job processes, which included re-writing policies and procedures
- Assisting new hires and newer team members with casework by pro viding a knowledgeable and experienced point of view
- Wells Fargo Dealer Services Office of the President supporting phone escalation and written correspondence complaints as well as complaints filed through outside agencies such as the Better Business Bureau (BBB) Attorney General Office, Executive Complaints, Legal Complaints and Consumer Financial Protection Bureau (CFPB)
- Thoroughly researching and resolving verbal and written complaints while managing case load and ensure adherence to service levels
- Determine root cause origin while demonstrating superior customer service skills & independent critical thinking skills when researching and resolving complex customer concerns orally and in writing
- Strong decision-making skills and analytical skills while working through a complaint when identifying risk and mitigation escalations
- Accomplishments
- Golden Spoke (President's Club) award winner for 2018 and 2019
- Recognized by Head of Auto Servicing (Laura Schupbach) for excellent services with an article written about me and shared in a Wells Fargo Town Hall meeting.
Payroll Supervisor
ADP
08.2017 - 04.2018
- Provide support and coaching while serving as an escalation point to a team of Payroll Specialists and Client Service Consultants in servicing clients and processing client's payrolls
- Ensure the timeliness and accuracy of data received from 3rd party vendors while meeting monthly SLA reporting
- Building relationships of trust, respect and partnership with the client contacts to ensure that the payroll process runs seamlessly
- Identify root-cause analysis and engage with support teams as needed to ensure that all measures of payroll are handled
- Responsible for rolling out new processes and procedures to ensure team compliance.
Account Resolution Specialist
Wells Fargo
10.2016 - 08.2017
- Office of the President, Wells Fargo, Dealer Services Office of the President supporting phone escalation and written correspondence complaints as well as complaints filed through outside agencies such as the Better Business Bureau (BBB) Attorney General Office, Executive Complaints, Legal Complaints and Consumer Financial Protection Bureau (CFPB)
- Thoroughly researching and resolving verbal and written complaints while managing case load and ensure adherence to service levels
- Determine root cause origin while demonstrating superior customer service skills & independent critical thinking skills when researching and resolving complex customer concerns orally and in writing
- Strong decision making skills and analytical skills while working through a complaint when identifying risk and mitigation escalations.
Mortgage Collections Supervisor
Wells Fargo
12.2013 - 10.2016
- Support the floor by taking escalated calls and problem solve the best solution for the customer and help rebuild their rapport with the bank
- Ran huddles and team meetings covering team stats and upcoming changes with systems along with policy and procedure updates
- Transition aspect of the training process: After the initial training, I would supervise a group of new hires
- Providing daily stats, running huddles and listening to calls to provide quality scores to prepare them from making that transition from training class new to a full fledge collector
- Accomplishments
- Prepared and delivered performance reviews for collections agents to support continuous improvement of department.
- Identified needs and provided training to clarify expectations of collections agents.
- Managed and Developed Collection Team of 14 employees; increasing individual collection goals by an average of 29%
- Improved portfolio cure rates by 15% and default rates by 35
Home Equity Collector III
Wells Fargo
07.2011 - 12.2013
- Collect on high dollar, second mortgage accounts that are 30-90 days past due
- Negotiate payment arrangements by offering solutions that benefit the customer while meeting Wells Fargo collections standards
- Build and maintain consumer relationships
- Able to discuss accounts while protecting integrity of system and consumer information
- Complete job responsibilities within compliance and scripting requirements
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Accomplishments
- Ranked in Top 3 Collectors of Wells Fargo Home Equity Divisions for 12 months running based on ALL performance measurements
- Consistently received 100% Quality Monitors
- Recognized for mentoring new employees and participating in Job Shadowing
Lead Teller/Supervisor
SPEEDY CASH Title Loan
07.2009 - 07.2011
- Processed Payday loans, Title loans and Check Cashing Service; including underwriting, preparing value to income worksheets, and using system measurements to approve/deny qualification
- Provided Customer Service for Financial questions such as loan statement questions, balance inquiries, fees and surcharge questions, and contract details
- Responsible for balancing register and end of shift audit of shift transactions and paperwork
- 2nd down from the store manager assisting with schedules, vault, payroll and ordering money for the vault and store.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
Education
High School Diploma -
Mesa High School
Mesa, AZ05.1998
Business Management
Maricopa Community Colleges - Rio Salado Community College
Tempe, AZSkills
- Intermediate skill level in
- Excel, Word, PowerPoint and OneNote
- Programs worked with : MSP, ECAR, SHAW, HOGAN, FileNet, CARS, INNOVIS, UW, ECMP, EPIQ, EXS, iTop, ICMP, XPM, IRRIS, ERNG and CUSP
Timeline
Team Leader
Wells Fargo
05.2018 - Current
Payroll Supervisor
ADP
08.2017 - 04.2018
Account Resolution Specialist
Wells Fargo
10.2016 - 08.2017
Mortgage Collections Supervisor
Wells Fargo
12.2013 - 10.2016
Home Equity Collector III
Wells Fargo
07.2011 - 12.2013
Lead Teller/Supervisor
SPEEDY CASH Title Loan
07.2009 - 07.2011
High School Diploma -
Mesa High School
Business Management
Maricopa Community Colleges - Rio Salado Community College
Similar Profiles
PATRICIA M. SCHERERPATRICIA M. SCHERER
Regional Bank Private Banker II at Wells Fargo Bank / Wells Fargo AdvisorsRegional Bank Private Banker II at Wells Fargo Bank / Wells Fargo Advisors
Andrew S. HollenbachAndrew S. Hollenbach
Collateral Valuation Analysis at Wells Fargo Home Mortgage and Wells Fargo Bank NACollateral Valuation Analysis at Wells Fargo Home Mortgage and Wells Fargo Bank NA
Laxmikanth ChittampallyLaxmikanth Chittampally
Senior Operational Processor at Wells Fargo India Solution PVT Ltd, Wells FargoSenior Operational Processor at Wells Fargo India Solution PVT Ltd, Wells Fargo
Mayank OberoiMayank Oberoi
Financial Accounting Associate/ Alteryx SME at Wells Fargo International Solutions Private LTD (Wells Fargo)Financial Accounting Associate/ Alteryx SME at Wells Fargo International Solutions Private LTD (Wells Fargo)
Jennifer JamesJennifer James
Private Elderly Caregiver at Self-employeedPrivate Elderly Caregiver at Self-employeed