Patricia Svader
Moreno Valley,CA
Summary
Learning & Development Facilitator motivated to improve organization and employee performance by creating environment of mutual respect, trust, consensus-building and accountability. Exceptional talent delivering multi-modal training across functions to improve knowledge and performance.
Overview
18
18
years of professional experience
Work History
Learning and Development Facilitator
Wells Fargo Home Mortgage, WFHM
11.2014 - 09.2023
- Train and development newly hired and tenured team members for the role of Mortgage Servicing Specialist Skills 1-5, Mortgage Consultant New Hires and Customer Service training while using leadership skills to coach and encourage the team member to exceed expectations
- Instill Wells Fargo’s Visions and Values
- Manage a class size of six to 25 participants, classes range from ten days to nine weeks
- Maintained an average of 4.95 in level one evaluations.
- Attended conferences and industry events to discuss consulting opportunities.
- Supported client project teams by developing written materials for client development discussions.
- Developed and implemented comprehensive training program to increase employee productivity and morale.
- Collaborated with other departments to align training programs with organizational goals and objectives.
- Monitored and evaluated training performance to determine quality and cohesiveness.
- Communicated all learning and performance objectives, schedules, and training assessments to upper management.
- Organized and edited training manuals, multimedia visual aids, and other educational materials.
- Managed development of e-learning training materials and activities to enhance learning experiences.
- Coordinated technical training and personal development classes for staff members.
- Spearheaded design and implementation of multiple training courses to establish successful onboarding of new employees.
- Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success.
- Provided coaching and mentoring to employees.
- Analyzed and evaluated training effectiveness and program outcomes.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Coordinated training schedules across sites with supervisors and managers to optimize training initiatives and work-flow management
- Facilitated virtual, in-person and blended learning sessions.
- Utilized variety of instructional design methodologies to create effective learning experiences.
- Designed and delivered web-based, self-directed learning materials.
Customer Service Representative V
Wells Fargo Home Mortgage
01.2014 - 11.2014
- Perform all customer service duties as a Customer Service Representative III
- Completed all competencies to become a CSR V
- I was selected by Customer Resolution Team Operations Manager to cover the floor during weekly supervisor meetings
- Take over calls that escalated above the Skill IV level
- Facilitated various training round tables and provided floor support.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
Customer Service Representative IV
Wells Fargo Home Mortgage
09.2009 - 01.2014
- Perform all customer service duties as a Customer Service Representative III
- Proficient in working tax and escrow cases, proficient in Microsoft EXCEL, Power Point and Word
- Assist team members with calls and cases
- Facilitated round tables for New Hire Classes on the objectives of the Customer Resolution Team and transfer process based on skill level
- Facilitated one-on-one Escalated Lien Release training
- Facilitated case refresher training
- Provide floor support for New Hire Skill I, II and III training classes.
Service Representative
Wells Fargo Home Mortgage
12.2008 - 09.2009
- IV
- Acting Team Lead/ Skill I – Skill III Representatives, Continue to perform all customer service duties as a Customer Service Representative III
- Perform Lead duties including but not limited to approving Productivity Tracking, completing team to dos, providing floor support, send out hot topics daily
- I coached the team to cross sell on every call to maintain the 50/30/20 goal
- When call volume was low I sent out “How will you handle this call?” emails to keep the team productive and focused
- I had the responsibility of returning customer’s escalated calls
- I assisted the supervisor with coaching the team to maintain their high post contact scores, provide the team with daily coaching on average handle time and availability
- It was the responsibility supervisor and I to coach the team to maintain on target goals so that after ninety (90) days they are ready to move the next level
- I also acted supervisor while the supervisor was out of the office
- In doing so I performed formal coaching and conducted side by sides
- I also had the opportunity to attend Situational Leadership Training.
Customer Service Representative IV
Wells Fargo Home Mortgage
10.2007 - 12.2008
- Continue to perform all customer service duties as a Customer Service Representative III
- Proficient in working tax and escrow cases, proficient in Microsoft EXCEL, Power Point and Word
- Trained in approving Productivity, assisted Supervisor with IPOD token project as well as the Riding the Wells Wagon Project
- Mentor team members with calls and cases
- Recently was selected to provide floor support for New Hire Training Class and to conduct a round table for New Hire Class on the duties and objectives of the Customer Resolution Team
Customer Service Representative III
WFHM
02.2006 - 10.2007
- Continued to perform all customer service duties as a Customer Service Rep
- II
- Joined the Customer Resolution Team and received escalated training as well as case training addressed customer needs in both the escalated and case prevention queues
- Proficient in working tax and escrow cases, composed free form letters, while maintaining on or above target rating in all MPP objectives.
Customer Service Representative II
WFHM
04.2005 - 02.2006
- Performed customer services duties in a call center setting addressed customer needs in subjects of escrow, payments and payment history
- While maintaining an on or above Target in all MPP objectives
- Was chosen as part of the Commercial Federal Welcome Project, received training and addressed customer needs in the Home Asset Management queue
- Received training for disaster related calls and addressed customer needs in the disaster queue
- Set and met personal objective of the use of Power Point.
Education
High School Diploma -
San Andreas High School
Highland, CA06.1983
Skills
- Multimedia Development
- Team Direction - Staff Presentations
- Written and Oral Communications
- Time Management
- Classroom Instruction
- Course Design
- Exceptional Communicator
- Leadership Training
- New Hire Onboarding
- Adult Learning Theories
Passion for customer service and Diversity, Equity and Inclusion
I have a passion for training customer service teaching consistency, appreciation, respect and empathy through tone, actions and word choice.
I am an advocate for Diversity, Equity and Inclusion consistently educating myself and others about oppression, social injustice, discrimination and privilege to assist in combating these issues on a personal level.
Timeline
Learning and Development Facilitator
Wells Fargo Home Mortgage, WFHM
11.2014 - 09.2023
Customer Service Representative V
Wells Fargo Home Mortgage
01.2014 - 11.2014
Customer Service Representative IV
Wells Fargo Home Mortgage
09.2009 - 01.2014
Service Representative
Wells Fargo Home Mortgage
12.2008 - 09.2009
Customer Service Representative IV
Wells Fargo Home Mortgage
10.2007 - 12.2008
Customer Service Representative III
WFHM
02.2006 - 10.2007
Customer Service Representative II
WFHM
04.2005 - 02.2006
High School Diploma -
San Andreas High School
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