Deyanira Hernandez
Rialto,CA
Summary
Driven leader with proven success at Wells Fargo Home Mortgage, adept in regulatory compliance and coaching. Excelled in enhancing team productivity and quality through effective mentoring and performance monitoring. Skilled in complaint resolution and diversity inclusion, achieving significant improvements in customer satisfaction and team performance.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Team Lead
Wells Fargo Home Mortgage
2003.11 - 2024.07
- Evaluated team members skills and knowledge regularly, training, and mentoring individuals helping them with performance and career progression.
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members in techniques necessary to complete job tasks.
- Provided support to management, supervisor, and team member members on a daily basis.
- Mitigated risk by reviewing current process and procedures and submitted request for change when needed.
- completed audits on team members performance on risk and quality.
- Research and resolve escalated issues for customers.
- Took supervisor calls to de escalate issues calls.
- Promoted high standards through personal example to help each member understand expected behavior's and standards.
- Held weekly team meetings to inform team members on company news and updates.
- Worked with supervisor to identify areas of improvement and devised solutions based on findings.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Network with other departments to improve risk, quality, and productivity of team members.
Customer Service Representative
Final Stop Insurance
2001.09 - 2003.11
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided primary customer support to internal and external customers.
- Handled customer inquiries and suggestions courteously and professionally.
Education
No Degree -
San Bernardino Valley College
San Bernardino, CAHigh School Diploma -
A.B Miller High School
Fontana, CA05.2001
Skills
- Trend tracking
- Schedule Compliance Management
- Regulatory Compliance
- Production Monitoring
- Employee Evaluation
- Workplace Safety
- Quality Control
- Complaint resolution
- Key Performance Indicators
- Diversity and Inclusion
- Coaching and Mentoring
- Ability to work in fast pace environment
- Multi Task
Certification
- Safe Certified
- Adult and Pediatric First Aid/CPR/AED
Languages
Spanish
Native or Bilingual
Timeline
Team Lead
Wells Fargo Home Mortgage
2003.11 - 2024.07
Customer Service Representative
Final Stop Insurance
2001.09 - 2003.11
No Degree -
San Bernardino Valley College
High School Diploma -
A.B Miller High School
- Safe Certified
- Adult and Pediatric First Aid/CPR/AED
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