Garrett Saville
Lending Operations Manager
Emmitsburg,MD
Summary
Talented leader with 17 years of experience applying exceptional planning, leading, mentoring and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams, while improving processes and increasing productivity. I bring a solid understanding of industry trends, excellent communication skills, strong leadership, talent for spotting areas in need of improvement and implementing changes with a strategic approach.
Overview
13
13
years of professional experience
3
3
years of post-secondary education
Work History
Lending Operations Manager
Wells Fargo
Frederick, MD
05.2020 - 01.2023
- Managed activities of a Loan Servicing team responsible for loan processing, servicing, and documentation, while managing workflow pipelines effectively and efficiently.
- Identified and recommended opportunities for process improvement and risk control
- Created and managed Pipeline/Efficiency team. Collaborated with management across all sites, providing leadership key strategies.
- Participated in the formulation and implementation of new and revised systems, policies and guidelines.
- Championed multiple pilot programs/initiatives, including UI Path software application and HPR Complaints dashboard.
- Learned and adapted quickly to new technology and software applications.
- Mentored and guided talent development of direct reports and assisted in hiring talent.
Customer Service Supervisor
Wells Fargo
Frederick, MD
04.2014 - 05.2020
- Gallup Q12 results in top 10% of enterprise leadership annually.
- Monitored metrics and developed actionable insights to improve efficiency and performance, resulting in a top performing team.
- Recognized for success with first call resolution and cross sales focused on customer financial goals, consistently among enterprise's leaders.
- Site champion for "Know Me" pilot, customer loyalty initiative. Organized weekly meetings and collaborations with our leadership team.
- Identified customer service trends to provide recommendations for process and procedural improvements.
- Lead new hire process for site: talent recruitment, POC for agencies, logistics of floor plan and equipment ordering.
Collections Supervisor
Wells Fargo
Frederick, MD
11.2009 - 04.2014
- Established top performing team, consistently within top 10% of enterprise, highlighted by several months of being #1 across all sites.
- Responsible for recruiting, providing new hire training, staff development and ensuring all direct reports receive on-going training and mentoring.
- Assisted with call volume forecasting, dialer management and staffing intervals to ensure service levels are met.
- Demonstrated strong organizational and time management skills while managing multiple projects
- Proven ability to learn quickly and adapt to new situations
- Helped meet changing demands by recommending improvements to business systems and procedures.
Skills
Project development and life cycle
Cross-functional communications
Risk analysis and management
Customer relations specialist
Work flow planning
Sales and marketing
Key Performance Indicators
Coaching and mentoring
Quality assurance
Staff training and development
Documentation and reporting
Timeline
Lending Operations Manager
Wells Fargo
05.2020 - 01.2023
Customer Service Supervisor
Wells Fargo
04.2014 - 05.2020
Collections Supervisor
Wells Fargo
11.2009 - 04.2014
High School Diploma -
Catoctin High School
08.1998 - 06.2001
Education
High School Diploma -
Catoctin High School
Thurmont, MD 08.1998 - 06.2001