Summary
Overview
Work History
Education
Skills
Timeline
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DIONDRA GARDNER

DIONDRA GARDNER

Summary

A highly experienced professional with a demonstrated history in financial services and retail industry, learning to master SQL, Tableau, PowerBI, BigQuery and Python. A strong business development professional with robust experience in building rapport with clients, providing exceptional service to boost sales and company revenue. Applies strong business management academic knowledge to compile and assess business analysis data and create and distribute reports for senior managers. Able to prepare, process, analyze, and share data for thoughtful action. An adaptable, self-starter effectively managing time and project deadlines. Works well with customers, leadership and team members to ensure smooth outcomes. Leverages excellent information management talents to support stakeholders and decision makers in planning and implementing business solutions. Committed and motivated to bottom-line success to meet corporate goals and objectives.

Overview

12
12
years of professional experience

Work History

Loan Documentation Processor (Commercial Lending)

Well Fargo
Remote (Charlotte), NC
01.2023 - Current
  • Evaluate business documents, financial statements, AM Best ratings and S&P reports for accuracy, completeness, and adherence to established policies, business practices, and regulations
  • Employ strong attention to detail and excellent analytical skills to identify discrepancies and conduct due diligence
  • Champion operational integration and data migration to the due diligence, financial spreading, covenant monitoring, and quality control processes
  • Reduce regulatory compliance and audit errors
  • Collect, prepare, analyze and report data for job time study

Senior Specialty Mortgage Closer

Wells Fargo
Remote (Charlotte), NC
08.2020 - 01.2023
  • Prioritized and managed high-volume purchase and refinance loan pipeline to anticipate estimated closing dates working with sales consultants, loan processors, underwriters, title companies and loan funders to meet company's '45 days to close' goal
  • Prepared loan documents and disclosures; allocated borrower’s lending expenses; reviewed and confirmed invoices; entered loan information into multiple systems and databases; verified funding; cleared stipulations and reviewed documents for accuracy; Communicated with settlement agents, customers, vendors and 3rd parties throughout the day for each individual loan
  • Requested by the builder companies working with Wells Fargo as their dedicated new construction purchase loan close and recognized as department's first new hire selected to become a dedicated purchase loan closer immediately upon being hired
  • Exceeded company's monthly goal of 31 funded closings by averaging 66 per month; Surpassed company's goal of releasing borrower's closing disclosures 14 days prior to closing date by averaging 8 days prior
  • Recognized for no critical loan errors each month and acknowledged for maintaining at least level 4 of 5 on monthly customer reviews
  • Trained refinance loan closers and new hires on purchase loans
  • Piloted new systems and procedures, provided feedback and analysis to upper management to implement changes that help make customer and team member experiences better throughout the loan process

Fraud Claims Operations Specialist

Financial Crimes
Remote (Charlotte), NC
01.2019 - 08.2020
  • Direct point of contact to assist customers throughout the claims process by engaging in high volume outbound and inbound calls to gather pertinent information on fraudulent activity and educated customers on fraud prevention strategies
  • Partnered with fraud investigators, vendors and multiple internal lines of business, non-fraud claims, card services, executive office, collections, etc to gather specific/detailed information from customers to complete fraud investigations, ensured that all regulatory and bank guidelines/ timeframes were being adhered to and ensured chargeback rights and recovery of customer/bank funds
  • Created and maintained fraudulent activity records/databases to summarize fraud losses; Documented research findings and made referrals to Identity Theft Operations (ITO), Suspicious Activity Reports (SAR), Suspected Financial Abuse, and the Enterprise Complaints Group
  • Demonstrated strong working knowledge and understanding of VISA operating rules and chargeback guidelines
  • Trained and coached new hires and new department manager
  • Completed special projects increasing department productivity; collected and analyzed data from case reviews and quality assurance efforts to present to management teams; exit review showed my reports and presentations caused department errors to decrease, customer complaints decreased, and team member retention increased during my time in the department
  • Consistently a Level 4 of 4 in quality assurance case reviews and call monitors, and adherence performance measurements
  • Selected as quality assurance liaison to provide peers with feedback to correct their errors and provide feedback on fraud claim work

Consumer Banker 2

Wells Fargo
Charlotte, NC
10.2016 - 01.2019
  • Delivered excellent customer service to bank clientele to meet customer experience goals, built rapport with customers to maintain trust, and optimized their overall banking experience, ensuring first call resolution
  • Protected clients' personal data and educated them on better banking practices
  • Adeptly minimized risk and maintained client confidentiality; Consistently a Level 5 of 5 in customer experience, quality assurance, and adherence performance measurements
  • Mentored and supported new hires (Banker 1) by helping them adjust to onboarding best practices with CIV and Hogan software, virtual library navigation, call flow and customer experience
  • Spearheaded the Team Engagement and Moral committee where I organized, prepared, set up and ensured proper flow of team events for team building, birthdays, anniversaries, milestones and other life events

Client Service Representative

BANK OF AMERICA
Charlotte, NC
07.2015 - 10.2016
  • Performed transactional, operational, and customer support tasks efficiently through knowledge of bank procedures and products
  • Completed operational activities while minimizing risks under established policies
  • Supported customer engagement by identifying services needed to meet customers' financial needs and exceeded banker referrals monthly goal
  • Trained new hires

Member Service Representative

TWIN STAR CREDIT UNION AND WSECU
Lacey, WA
08.2014 - 06.2015
  • Handled large amounts of cash and processed deposits, withdrawals, payments and balanced daily
  • Efficiently and effectively combined tasks of a teller and a member consultant to execute daily tasks at LCUC’s uniquely combined branch location
  • Connected with members to understand their needs and provided excellent service by offering options and solutions through referrals to Member Service Officers and offered promotions that helped our members grow and learn financially

Retail Management Intern

NORDSTROM, The Galleria
Houston, TX
06.2014 - 09.2014
  • Partnered with department manager to recruit, hire and train, and motivate employees
  • Delivered extraordinary customer service to all customers and built lasting relationships
  • Assisted department manager in creating a solid business plan that enabled the team to meet department, store and individual goals weekly
  • Created the department’s weekly work schedule
  • Exercised merchandising skills by putting new merchandise on the sales floor daily before opening
  • Provided store manager with weekly updates on department goals, future goals and individual progress of associates
  • Exceeded daily individual selling goals of a minimum of $1200 sales per day; Surpassed monthly store goal of opening at least two new credit card accounts by opening six
  • Collaborated with department manager to ensure merchandise customers loved was readily available and presentable by taking on weekly visual merchandising projects
  • Managed the department’s Instagram page, boosting customer engagement online and in store
  • Organized and presented a unique business plan on how to improve customer service via mobile devices in store and building a stronger social media presence to help strengthen the modern customer relationship with Nordstrom, was selected to present to Nordstrom owner’s and executive management team and my plan was into the store

Teller 2

SUNTRUST BANK
Durham, NC
03.2013 - 05.2014
  • Processed deposits, withdrawals, payments and balancing
  • Performed client service functions such as research requests and initiated banker referrals to meet client needs
  • Demonstrated competency in knowledge of risk management and loss prevention while maintaining client confidentiality
  • Trained new hires

Jewelry Specialist/ Sales Associate /Store Manager Intern

CHARLOTTE RUSSE
Durham, NC
06.2011 - 06.2013
  • Created display designs in store to captivate customers and boost their shopping experience
  • Individually contributed over $48,000 monthly in sales toward the volume of the $2 million plus store
  • Promoted to "Jewelry Specialist" for exceptional customer service and ability to coordinate outfits and accessories
  • Built an individual average sale per transaction of $33.00 out of the company's goal of $25.00
  • Collaborated with the store manager to ensure merchandising and presentation standards were met
  • Oversaw accurate inventory management and achieved shrinkage goals
  • Trained new hires

Supply Management Intern

AT&T
Durham, NC
06.2012 - 12.2012
  • Advised internal support groups and recommended diagnostic tests based on degree of service impairment
  • Negotiated and coordinated with other support centers, provided management and necessary escalations
  • Assessed project status, issues and communicated updated with clients to meet productivity, quality, and client-satisfaction goals
  • Managed relationships and interactions with vendors, business partners and active telecommunications carriers

Sales Associate

FOOTLOCKER
Durham, NC
06.2011 - 07.2012
  • Created display designs in store to attract customers and make shopping a pleasant experience
  • Contributed over $215,000 toward the monthly volume of the $10 million plus store
  • Maintained an individual average sale total of $220; surpassing company’s goal of $140
  • Individually sold approximately 400 units per month; exceeding company’s 100 monthly unit goal
  • Recognized by corporate office for exceptional customer service and sales volume
  • Trained new hires

Education

Bachelor of Business Administration (BBA) - Business Management and Marketing

North Carolina Central University
05.2014

Skills

Financial services

Mortgage lending

Retail sales

Business management

Merchandising

Due diligence

Risk management

Customer service

Problem solving

Customer Relationship Management (CRM)

Microsoft Office Suite (Word, Excel, PowerPoint, Publisher)

Data and Trend Analysis

Training and coaching

Quality assurance

Timeline

Loan Documentation Processor (Commercial Lending)

Well Fargo
01.2023 - Current

Senior Specialty Mortgage Closer

Wells Fargo
08.2020 - 01.2023

Fraud Claims Operations Specialist

Financial Crimes
01.2019 - 08.2020

Consumer Banker 2

Wells Fargo
10.2016 - 01.2019

Client Service Representative

BANK OF AMERICA
07.2015 - 10.2016

Member Service Representative

TWIN STAR CREDIT UNION AND WSECU
08.2014 - 06.2015

Retail Management Intern

NORDSTROM, The Galleria
06.2014 - 09.2014

Teller 2

SUNTRUST BANK
03.2013 - 05.2014

Supply Management Intern

AT&T
06.2012 - 12.2012

Jewelry Specialist/ Sales Associate /Store Manager Intern

CHARLOTTE RUSSE
06.2011 - 06.2013

Sales Associate

FOOTLOCKER
06.2011 - 07.2012

Bachelor of Business Administration (BBA) - Business Management and Marketing

North Carolina Central University

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DIONDRA GARDNER