Sangkung Kassama
Fort Worth,TX
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
14
14
years of professional experience
Work History
Financial Services Representative
Charles Schwab & Co
Westlake, TX
08.2022 - Current
- Work in a team-based environment with a diverse group of associates focused on meeting the needs of the company and clients
- Use investigative skills: resolve client issues by using technology and business authorities within Schwab to identify efficient and effective methods to meet client goals
- Educate and engage clients in discussions involving education and navigation on accounts
- Work in a service center taking inbound calls from our clients on a variety of topics.
- Provided excellent customer service, resolving issues quickly and maintaining long-term client relationships.
Work Director 1
Wells Fargo Bank, N.A.
Irving, TX
02.2020 - 08.2022
- Coordinate multiple tasks and distribute complex work
- Prioritize work daily, and multi-tasking on different tasks
- Trained team members and provide performance feedback to manager
- Coordinate multiple tasks and meet aggressive time frames.
- Improved team efficiency by streamlining processes and implementing time-saving strategies.
- Cultivated relationships with clients, leading to increased satisfaction levels and repeat business opportunities.
- Mentored new hires/junior team members on best practices and industry-specific knowledge/skills required for success in their respective roles.
Work Director 2
Wells Fargo Bank, N.A.
Minneapolis, MN
02.2013 - 01.2020
- Enter QP on QP database daily
- Assign work to Wells Fargo team members and managed resources based on department needs
- Ensure that all outstanding release jobs get processed on time
- Coordinate Audit requests and follow up on findings
- Trained on handling ABS and CMBS products
- QC Wells Fargo team members and managed resources daily
- Coordinate bulk release jobs and ensure that these are processed within SLA timeframe
- Give feedback to manager on team members and managed resources production and quality
- Communicate and reply to emails promptly
- Train specialists, new team members and managed resources on all vault tasks and systems use
- Act as a back-up manager and approved timecards, P.T.O and other requests
- Conducted regular performance reviews of team members, providing constructive feedback on areas requiring improvement or development opportunities available within the company.
Operations Processor III
Wells Fargo Bank, N.A.
Minneapolis, MN
06.2010 - 02.2013
- Research hard to find mortgage files for Release, Vault and Copy Request
- Process Drops, Sales and Transfers from start to finish by pulling and scanning the files, reconciling to make sure all files are found, box up files, create shipping transmittals, and send email correspondences to everyone on the Transfer List informing them that the Transfer/Sale/Drop is completed
- Use Microsoft Access to reconcile files when processing Sales/Drops/Transfers
- Research locationally challenged files on the LC Report and make comments as applicable
- Reconcile customer accounts and resolve any issues found
- Process the daily workload by counting in documents and files, sorting the files into numerical order, and bundling documents to file or ship back to the sender
- Submit Systems Requests to Systems Support
- Perform quality check on tasks completed by the Clerks and enter findings into QP and provide feedback to management
- Train other team members on procedures and processes
- Collaborate with other team members to provide fun activities for team meetings or other events
- Provide coverage for the Work Director by entering production into QP, assigning tasks to team members, scanning files for release into the Release Tracker and respond to inquiries
- Provide coverage for shipping when needed by processing incoming and outgoing mail
- Participate in projects as assigned.
Education
No Degree - Bachelor of Science Business Administration, Infor
Western Governor’s University
12.2025
Skills
- Strong attention to detail
- Consistently meeting deadlines
- Flexibility
- High achiever
- Strong work ethic
- Time management
- Management
- Microsoft Office proficient
- Open minded
- Solution oriented
Timeline
Financial Services Representative
Charles Schwab & Co
08.2022 - Current
Work Director 1
Wells Fargo Bank, N.A.
02.2020 - 08.2022
Work Director 2
Wells Fargo Bank, N.A.
02.2013 - 01.2020
Operations Processor III
Wells Fargo Bank, N.A.
06.2010 - 02.2013
No Degree - Bachelor of Science Business Administration, Infor
Western Governor’s University