Nicholas Sullivan
Overview
19
19
years of professional experience
Work History
Change Implementation Coordinator
Wells Fargo
08.2022 - Current
- Collaborate across multiple lines of business and with downstream partners to drive timely execution of account and service activation, ensuring alignment and a consistent, high-quality customer experience.
- Appointed as Product Subject Matter Expert (SME) for multiple implementation projects, driving enhancements that directly impacted processes and performance across the entire Implementation team.
- Effectively manage a pipeline of 55+ products concurrently, demonstrating strong time management and independent decision making skills.
- Maintained a 100% quality rating while meeting tight deadlines in a high-volume, fast-paced setting.
- Provided mentorship and training to new and underperforming team members, enhancing their grasp of complex implementation services and boosting team effectiveness.
- Identified and addressed procedural gaps by submitting multiple Loud Speaker tickets, leading to clearer processes and reduced risk.
Mortgage Loan Processor 4
Wells Fargo
06.2021 - 08.2022
- Manage customers self-employed refinance applications.
- Process and review complex tax and financial documents daily to ensure regulatory requirements are met and mitigate risk to the bank.
- Work with multiple lines of business daily to ensure customers loans are moved in the most efficient and timely manner.
- Have received 100% overall quality review.
- Selected team captain for branch inspections which includes preparing team for inspections, compiling results, finding trends/opportunities and creating training to improve team knowledge and stay in compliance.
Customer Resolution Liquidations Manager
Specialized Loan Servicing
01.2021 - 06.2021
- Managed a team of liquidation specialist processors and closers and oversaw short sale and deed in lieu pipeline from processing to close.
- Take escalations daily to assist in resolving customer issues while meting investors needs.
- Manage pipeline of 500+ loans ensuring timelines and quality standards are met.
- Lead for business auction.com process with Freddie Mac.
- Review updated investor guidelines and write procedures for liquidations team to ensure we are in compliance.
- Work with team members, customers and third parties to ensure all required documents are received and processed correctly.
- Create/review daily pipeline report and delegate work to ensure all timelines are met.
- Provide coaching and feedback to team members.
Account Resolution Team Manager
Wells Fargo
06.2020 - 01.2021
- Manage team of 13 direct reports ensuring all production metrics are met and work is completed in an efficient manner while complying with all state/federal regulations.
- Coach and train over 30 team members daily to improve business understanding, customer interactions and manage risk.
- Led sites compliance defect report and partnered with peers and managers weekly to identify trends and build action plan.
- Establish and train entire site of 150+ people on the newest procedural/regulatory updates twice per week.
- Identified quality defect trends and built checklist improving entire sites quality to 98% average.
- Entire sites subject expert for policy/regulations and review multiple procedures each month and assist in making documentation changes for the line of business.
- Handle multiple escalation calls from team members every day.
Account Resolution Team Lead
Wells Fargo
08.2019 - 06.2020
- Coordinate and run meetings on policy changes and updates.
- Continuously monitor and give team members real-time coaching and feedback on areas of opportunity.
- Mitigate risk by reviewing and updating procedures to ensure 100% accuracy and team member ease.
- Took escalated calls from Team Members when the customer's requested it, on average 22 escalations per month.
- Monitored and reported on the 4 Teams that roll up under my Manager, tracking Quality Monitoring, Schedule Adherence, Aux Code usage, Breakaway Performance, Net Loyalty, and Survey Verbatim Feedback for between 50 and 55 team members at a time.
- Partnered with our on-site Business Support Consultant to co-facilitate monthly compliance refreshers for Team Members who were identified through audits as having either compliance or quality defects in the prior month, averaging 2-3 sessions per month, with 15-20 team members attending each session.
Account Resolution Specialist III
Wells Fargo
05.2019 - 08.2019
- Assist customers by providing solutions and options to resolve delinquency in their mortgage account.
- Regularly submit process improvement suggestions that have directly led to the implementation of new, or change of existing, policies and procedures.
- Selected Team member of the month 2x within 6 months.
Account Resolution Specialist II
Wells Fargo
05.2018 - 05.2019
Aircraft Fuel System Technician
United States Air Force
04.2006 - 10.2011
- Received 100% pass rate from 75 different quality assurance inspections.
- Led department for tool accountability and issuing while servicing a multitude of customers ensuring all needs are met in a professional and timely manner while providing excellent customer service.
- Conducted 150 work place inspections identified 56 correctable discrepancies.
- Revamped entire workplace hazardous materials/disposal program resulting in zero state/federal discrepancies or fines.
- Maintained, ordered, and inspected over 300 hazardous materials.
- Managed 15 people on a daily basis.
Education
Bachelor of Arts - Organizational Leadership
University of Arizona Global Campus
Chandler, AZ02-2026
Wells Fargo Leadership Academy
Jacksonville, FL02-2019
Airman Leadership School
Beale AFB03-2016
Skills
Detail-oriented and forward-thinking professional with over 7 years of experience in financial services, compliance, and operational leadership Demonstrated success in delivering outstanding customer service, managing risk proactively, and ensuring regulatory compliance in complex, cross-functional settings Adept at analyzing and refining procedures, providing effective training, and promoting collaboration to enhance both customer satisfaction and operational efficiency Consistently recognized for achieving results, upholding high quality standards, and excelling in fast-paced, compliance-focused environments
Strengths: Competition, Futuristic, Achiever, Ideation, Significance
Timeline
Change Implementation Coordinator
Wells Fargo
08.2022 - Current
Mortgage Loan Processor 4
Wells Fargo
06.2021 - 08.2022
Customer Resolution Liquidations Manager
Specialized Loan Servicing
01.2021 - 06.2021
Account Resolution Team Manager
Wells Fargo
06.2020 - 01.2021
Account Resolution Team Lead
Wells Fargo
08.2019 - 06.2020
Account Resolution Specialist III
Wells Fargo
05.2019 - 08.2019
Account Resolution Specialist II
Wells Fargo
05.2018 - 05.2019
Aircraft Fuel System Technician
United States Air Force
04.2006 - 10.2011
Bachelor of Arts - Organizational Leadership
University of Arizona Global Campus
Wells Fargo Leadership Academy
Airman Leadership School
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