Osa Luke
Charlotte,NC
Summary
To secure the position of Business Execution Consultant at Wells Fargo, utilizing my extensive experience and skills in project management, relationship building, and process improvement to drive successful implementation and deliver exceptional results.
I am a highly motivated and results-oriented professional with a proven track record in implementing complex projects and driving operational excellence. Skilled in analyzing company requirements, developing strategic plans, and executing end-to-end implementation processes. Strong ability to collaborate with cross-functional teams and build strong relationships. Excellent problem-solving, written and communication skills.
Overview
16
16
years of professional experience
Work History
Senior Change Implementation Consultant
Wells Fargo
01.2008 - Current
- Proven leadership and change management capabilities, strong ability to motivate team members to achieve higher performance and results
- Strong ability to cultivate and maintain strong partnerships with leadership, management, and employees, earning a reputation for exceptional service
- Proven ability to manage workload to coordinate multiple tasks and succeed in fast-paced, emerging business
- Strong problem-solving skills and aptitude for learning new processes, programs, and products
- Collaborated closely with managers and employees to understand their business needs and translate them into actionable implementation plans
- Conducted employee training sessions to facilitate the smooth adoption of new policies, procedures, and system support
- Conducted research and analysis to support project decision-making and identify root cause, risks, gaps, and areas for improvement
- Subject matter expert for procedure updates for home lending and to make sure the employees I supported were aware of the changes and implemented
- Attended weekly leadership and managers team meetings and provided updates, coaching, and listening
- Provided consultative support to Agency, FHA, and VA Senior managers, lending managers, and underwriters
- Created Adoption & Sustainability training content following style guide and brand standards
- Analyze reporting to identify outliers and provide feedback to management with ideas for solutions
- Inspect for adherence to national standards and provide feedback to production managers when there are deviations from standards
- Kept employees engaged in compliance
- Provided monthly meetings to all employees and managers I supported with updates on new and updated procedures, compliance, trends, and CORE
- Worked on several National Projects and Local Projects: Loudspeaker Project, ENGIn, Compliance/Procedures SHRP, Procedure training for fulfillment and Shared Services, FHA and VA Procedure rewrites, Government Procedures SHRP, FHA 101 Training, Communication Project, SCR Systemic Customer Routing, 4506-C, Excess Credit, SCIC Playbook
- Hosted the weekly National Agenda call for all Retail Distributed leaders.
- Analyzed problematic areas to provide recommendations and solutions.
Mortgage Change Performance Consultant
Wells Fargo
- Participate in Strategic Planning Sessions with peers and leaders to develop plans and recommendations regarding the future direction of the business
- Project Lead for multiple National and Local Initiatives to drive the overall success of Mortgage
- Responsible for the implementation of new strategies to accomplish business objectives
- Provided expertise regarding operations management to build organizational effectiveness and top performance
- Influences performance of the department by working as part of the decision-making management team
- Implement training for team members around strategies and skills to improve the overall process and customer experience
- Facilitate National Training Changes to Underwriting, Closing, Processing, and their respective leadership team
- Lead change with the site leadership team through daily communication and coaching
- Participate in Project Management Activities within Fulfillment
- Create an environment of Engagement and Empowerment through recognition and coaching
- Worked with leadership to maintain healthy control of expenses and the budget to ensure targets were met in Cost Per Loan
- Created a One-on-One database to ensure all managers had all the required information to complete comprehensive one-on-one with each of their employees
- Mentor two employees.
Business Training Consultant for the West Divisional Change Team
Wells Fargo
- Provided consistent, timely, and invaluable support for Region 18 Home Mortgage Consultants, Private Mortgage Bankers, and Home Loan Processors
- Uses highly proficient written and verbal communication methods to support National and Divisional initiatives
- Provides in-depth and insightful delivery of information for Financial Reform with continuous coaching and support
- Demonstrates strong communication skills to facilitate CORE essentials and continuous updates to fulfillment and sales teams
- Worked closely with the National Implementation Team on projects to create, implement, and deliver complex curricula to sales and fulfillment employees
- Worked with regional sales leadership and updated them on new programs, products, and policies to ensure regional success
- Delivered quarterly release changes, which included working with the regional management team to complete all logistics, including the training schedule
- Provided additional one-on-one training and support for Home Mortgage Consultants and Home Loan Processor when needed.
Divisional Operational Consultant
Wells Fargo
- Facilitated complex and detailed curriculum to Divisional and National fulfillment and sales team members
- Provided consistent and all-encompassing post-training support for all employees
- Worked closely with the National, Divisional, and Regional teams on the delivery of initiatives and support
- Worked closely with the National Implementation and Regional Sales and Fulfillment Leadership to ensure compliance and consistency for all employees were met
- Responsible for weekly reports for Flood, FACTA, and Fulfillment Routine Inspections for LIS and CORE
- Delivered a monthly Flood Specialist call for the West and Central Divisions
- Held a position as a level 3 FHA underwriter, level 3 VA underwriter, and level 4 Conventional underwriter supporting the West/Central Division
- Provided support for the West/Central Division
- I would visit different sites and help with underwriting FHA, VA, Conventional, and HARP loans
- Responsible for providing training for the West/Central Division underwriters, reviewing test cases for individuals attempting to receive their underwriting authority or increase their underwriting authority level
- Responsible for providing FHA and VA Home Loan Processor training for the West/Central Division and provided post-training support
- Created training materials and job aids.
Underwriter and Home Loan Processor
SRS Contractor for Wells Fargo Home Mortgage
- Held a position of level 3 underwriter and loan processor, working in various fulfillment sites across the country
- Underwrote conventional loans in a high-volume environment
- Processed FHA, VA, Conventional, Bond, IFA, NIFA, FmHA, and DAP loans.
Processing Manager
Allied Mortgage
- Managed 15 loan processors
- Responsible for hiring, training, performance reviews, and personnel development to achieve company goals
- Implementation of procedures to minimize processing time and increase productivity
- Provided updates to the management team on performance, capacity, and pipeline management
- Responsible for reviewing, prioritizing, and distributing daily work to meet deadlines and goals.
Skills
- Active Listening
- Process Improvement
- Adult Learning Theory
- Change Management
- Problem Solving
- Training Delivery
- Critical Thinking
- Strategic Planning
- Agile Methodologies
- Cross-functional Collaboration
Software Utilities
- CORE
- Training CORE which includes creating loans for employee training
- Advanced Microsoft Office skills (Word, Excel, Outlook, Microsoft Publisher and PowerPoint)
Additional Information
Software/Utilities
CORE, Training CORE which includes creating loans for employee training, Advanced Microsoft Office skills (Word, Excel, Outlook, Microsoft Publisher and PowerPoint) TEAMS, Skype, Open Text
Certifications
Agile Leader Certified
Adult Education Mastery Course
Timeline
Senior Change Implementation Consultant
Wells Fargo
01.2008 - Current
Mortgage Change Performance Consultant
Wells Fargo
Business Training Consultant for the West Divisional Change Team
Wells Fargo
Divisional Operational Consultant
Wells Fargo
Underwriter and Home Loan Processor
SRS Contractor for Wells Fargo Home Mortgage
Processing Manager
Allied Mortgage
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