DonYetta WASHINGTON
Bessemer,AL
Summary
Dedicated Operations Manager dedicated to employing proven methods and cutting-edge technology to meet business performance expectations. Recognized for successful implementation of measures to cut costs, streamline operations and increase productivity. Detailed approach to maintaining high threshold for business operations.
Overview
18
18
years of professional experience
Work History
Fraud & Claims Manager
Wells Fargo
Homewood, AL
06.2016 - 01.2021
- Reviewed resumes and applications from prospective candidates to assess qualifications and fit for open positions
- Scheduled and coordinated interviews with candidates, hiring managers, and team members to ensure efficient and timely interview processes
- Conducted thorough interviews with candidates to evaluate skills, experience, and cultural fit for the organization
- Made job offers to selected candidates and negotiated terms of employment, including salary, benefits, and start dates
- Verified employment history and conducted reference checks to validate candidate credentials and ensure suitability for the role
- Completed Form I-9 verification process for new hires to ensure compliance with federal employment eligibility requirements
- Investigate fraudulent claims and revoke debit card access when applicable
- Manage a diverse group of over 15 financial crimes specialist
- Coach and develop team members to meet production and quality expectations
- Resolve escalation issues by communicating with customers, vendors, other departments and financial crimes management
- Collaborate with financial crimes management to implement department policies and procedures to maximize efficiency and customer service to ensure compliance with government regulations
- Maintain compliance with regulatory requirements for Bank Secrecy Act, USA PATRIOT Act, and Fair and Accurate Credit Transactions Act (FACTA)
- Lead after hour project to identify trends within business operations and report deficiencies when applicable
- Analyze data from reporting tools to identify trends and improve business operations.
Loan Administration Manager
Wells Fargo Home Mortgage
Chandler, AZ
06.2014 - 06.2016
- Managed and developed staff to meet production and quality expectations and provide the best customer solution to resolve delinquency, modify or liquidate mortgages
- Maintained a pipeline of over 900 loans by applying customer service, document review, and government compliance requirements
- Educated team members and customers on Wells Fargo Consumer Lending requirements
- Resolved customer escalations by applying problem solving techniques
- Manage a diverse group of over 10 home preservation specialist
- Reviewed all loan applications for team members prior to decision to identify gaps and improve quality expectations
- Recognized for processing over 150 loan applications monthly
- Developed team members to focus on enhancing quality and speed to decision metrics
- Averaged in the top 2% for performance across the entire FHA portfolio for several metrics, including the number of decisions, one touch and obtaining a credit decision within 30 days of activation
- Created strategic ideas to improve performance and team morale
- Created effective tools to increase sales production for mortgage loan products and preferred payment methods.
Home Preservation Specialist 2 (Team Lead)
Wells Fargo Bank-Home Preservation
Birmingham, AL
01.2014 - 05.2014
- Maintained a pipeline of over 900 loans by applying customer service, document review, and government compliance requirements
- Average in the top 5% for performance across the entire FHA portfolio for several metrics, including the number of decisions, one touch and obtaining a credit decision within 30 days of activation
- Prevented 88 families from losing their homes to foreclosure for the year 2012
- Consistently exceeded the quality assurance average of 98% with an 85% goal
- Provided coaching to team members to assist with performance development
- Trained and motivated team members to excel in performance while developing an effective working relationship
- Created strategic ideas to improve performance and team morale.
Home Preservation Specialist 1
Wells Fargo Bank-Home Preservation
Birmingham, AL
11.2011 - 01.2014
- Maintained a pipeline of over 900 loans by applying customer service, document review, and government compliance requirements
- Average in the top 5% for performance across the entire FHA portfolio for several metrics, including the number of decisions, one touch and obtaining a credit decision within 30 days of activation
- Prevented 88 families from losing their homes to foreclosure for the year 2012
- Consistently exceeded the quality assurance average of 98% with an 85% goal
- Provided coaching to team members to assist with performance development
- Trained and motivated team members to excel in performance while developing an effective working relationship
- Created strategic ideas to improve performance and team morale.
Inside Customer Sales Representative
West Corporation (AT&T)
Huntsville, AL
02.2006 - 02.2008
- Exceeded service and sales expectations by providing stellar customer service
- Solicited new customers according to regulatory requirements through inside sales and outbound marketing offers
- Educated customers on helpful products and services relating to their needs
- Demonstrated excellent communication skills and computer knowledge by guiding customers through the activation process and making a purchasing decision.
Shift Supervisor
The Parker Group LLC
Homewood, AL
05.2003 - 06.2006
- Provided coaching and training to employees to achieve daily production goals
- Generated daily schedules for employees to meet staffing needs
- Directed and managed a shift of 20 employees
- Created strategic goals by gathering relevant information to manage outbound calls effectively.
Education
Bachelor of Arts (BA) - Sociology and Criminal Justice
Alabama A&M University
12.2010
Skills
- Microsoft Word
- Microsoft Office
- Skype Live Meeting
- Excel
- SharePoint
- Human Resource
- Fraud investigation experience
- Risk Management experience
- PeopleSoft HRMS
- Talent management
- Policies implementation
- Strategic planning experience
- Pipeline management experience
- High production environment attributes
- Capacity Planning
- Coaching and development experience
- Operational Risk experience
- Knowledge and understanding of Consumer Financial Protection Bureau (CFPB)
- Information Security experience
- Pre-Employment Screening
Awards
- 2015 1st and 2nd Quarter Highest Production Manager
- 2014 Manager of the year
- 2014 Service Conference Nominee
- 2014 Manager With Top Submittals
- 2013 Service Conference Winner
- 2013 Most Valuable Player Award
- 2013 Most Valuable Player Award for Birmingham Site
- 2012 SOAR (Quality) Achiever
Timeline
Fraud & Claims Manager
Wells Fargo
06.2016 - 01.2021
Loan Administration Manager
Wells Fargo Home Mortgage
06.2014 - 06.2016
Home Preservation Specialist 2 (Team Lead)
Wells Fargo Bank-Home Preservation
01.2014 - 05.2014
Home Preservation Specialist 1
Wells Fargo Bank-Home Preservation
11.2011 - 01.2014
Inside Customer Sales Representative
West Corporation (AT&T)
02.2006 - 02.2008
Shift Supervisor
The Parker Group LLC
05.2003 - 06.2006
Bachelor of Arts (BA) - Sociology and Criminal Justice
Alabama A&M University