Excel
NICOLE HOFER
Ankeny,IA
It is never too late to be what you might have been.
George Eliot
Summary
Experienced professional known for adaptability and dedication, with a proactive attitude and fast learning abilities. Exhibits strong work ethic and effective communication skills. Aims to contribute to a dynamic team while supporting organizational goals. Holds 15+ years of experience in customer contact centers/customer service, with an extensive background in management.
Overview
17
17
years of professional experience
Work History
UNDERWRITING MANAGER - VICE PRESIDENT
WELLS FARGO
Ankeny, IA
01.2022 - 05.2024
- Established and deployed efficient procedures for a recently introduced process
- Led and participated in the development of complex initiatives with broad impact for underwriting projects
- Analyzed, reviewed, and used critical thinking skills to make decisions on reviews within the project, meeting company and regulatory deadlines.
- Efficiently collaborated with diverse business lines to overcome challenges and attain key milestones
- Produced detailed reports on quality trends by analyzing data, maintaining strict adherence to industry and company guidelines.
- Demonstrated strong leadership by effectively coordinating and overseeing remote staff in various locations.
LOAN ADMINISTRATION MANAGER II
WELLS FARGO
06.2014 - 01.2022
- Achieved seamless roll-out of various new processes across multiple sites by effectively leading a pilot team and conducting comprehensive trainings
- Led cross-site dialer implementation projects, coordinating meetings and collaborating with multiple business partners to identify trends and strategic opportunities aimed at risk mitigation.
- Handled hiring requisitions by interviewing candidates, extending job offers, and maintaining compliant requisition folders
- Demonstrated leadership skills by guiding and impacting team discussions, fostering effective floor communication, and developing comprehensive game plans
- Developed an All-Investor OneNote, a reference tool utilized by a team of over 300 members.
- Conducted weekly call listening sessions with senior management and directs to identify customer impacts and coaching opportunities.
- Oversaw the onboarding process for all new hires at DSM site, developing training materials/job aids and launching a mentor/onboarding initiative.
- Identified performance gaps and trends to drive business growth through the creation of actionable plans
- Guided colleagues in developing impactful coaching documentation for performance and behavioral concerns, advising relevant measures to be taken.
- Conducted one on ones and coaching sessions to enhance recognition, set goals, and provide development opportunities.
- Successfully handled employee relation cases leading to enhanced performance, corrective action, and terminations.
LOAN ADMINISTRATION MANAGER
WELLS FARGO
10.2011 - 06.2014
- Managed a group of 8-14 professionals specializing in home preservation
- Managed and resolved escalation calls, emails, customer surveys, and loan inquiries
- Conducted audits to ensure departmental compliance with regulations
- Facilitated growth within the team by providing ongoing coaching and feedback
COLLECTIONS SUPERVISOR
WELLS FARGO
09.2008 - 10.2011
- Oversaw and directed a team of 21 individuals, including an interim supervisor.
- Trained and developed new hires while serving as a subject matter expert in learning and development.
- Ensured effective oversight of first-level supervisors while indirectly managing reporting relationships.
Education
HIGH SCHOOL DIPLOMA -
01.2003
Skills
- Customer Experience
- Complaint resolution
- Strong attention to detail
- Contact Center Manager
- Excellent oral and written communication
- Microsoft Word/Excel/PowerPoint/OneNote
- Project management
- Team coaching
- KPI Tracking
- Performance reviews
- Performance Improvements
- Staff Training
- Call Monitoring
- Workforce Management
Activities
09/01/2022, Current, Crocker Elementary PTO, co-treasurer, co-president, Lead monthly meetings, coordinate all communications such as monthly newsletter, Owner of all marketing/advertising and social media/website, Obtain grants/sponsorships to support school needs (raised over $25,000 YTD)
Affiliations
Crocker Elementary PTO Co-President
Accomplishments
- Service Conference Winner
References
References available upon request.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Work-life balanceCareer advancementFlexible work hoursPaid time offHealthcare benefits401k matchCompany CultureWork from home optionSoftware
PowerPoint
Microsoft Word
OneNote
Outlook
Teams
Languages
English
Native language
English
Beginner
A1
Timeline
UNDERWRITING MANAGER - VICE PRESIDENT - WELLS FARGO
01.2022 - 05.2024
LOAN ADMINISTRATION MANAGER II - WELLS FARGO
06.2014 - 01.2022
LOAN ADMINISTRATION MANAGER - WELLS FARGO
10.2011 - 06.2014
COLLECTIONS SUPERVISOR - WELLS FARGO
09.2008 - 10.2011
NORWALK HIGH SCHOOL - HIGH SCHOOL DIPLOMA,
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