Stephen Walls
Milton,FL
Summary
Dynamic and well-qualified CCO Mortgage Training Instructor adept at planning and implementing onsite and remote training programs. Authoritative and clear communicator with enthusiastic leadership style and insightful approach. Excelled in mentoring and training hundreds, significantly enhancing staff development and productivity. Proven track record in improving training effectiveness and member satisfaction, leveraging strong partnerships and online training skills for impactful team member/trainee management.
Overview
7
7
years of professional experience
Work History
Training Instructor II/Licensed Mortgage Loan Originator
Navy Federal Credit Union
08.2018 - Current
- Maintained compliance with company standards, regulatory requirements, and quality goals.
- Evaluated training needs and partnering with stockholders and Learning Solutions Architects, helped the review and development of appropriate class offerings.
- Assessed skill gaps for employees and coached for performance while delivered training courses to meet identified needs.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Facilitated virtual, in-person and blended learning sessions.
- Trained and mentored hundreds of new personnel hired to fulfill various roles.
- Built and maintained professional relationships with different branches and departments.
- Analyzed and evaluated training effectiveness and program outcomes.
- Integrated technology resources to maximize training success.
Contact Center Supervisor
Navy Federal Credit Union
04.2022 - 12.2022
- Demonstrated professional and polished demeanor with positive, upbeat and friendly personality and supported calling work during times of peak contact volume.
- Developed and executed contact strategies and improved end-to-end processes and member satisfaction ratings.
- Supervised and tracked phone and adherence using various contact center applications and software tools.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Supervised 12 MSRs in providing excellent member service to callers requiring assistance for CORE, Mortgage Application, and Servicing issues.
- Executed Monthly Performance Plans with team members to to identify KPI gaps.
- Facilitated regular team meetings to discuss challenges, successes and strategies.
- Managed daily activities that impacted targeted service levels and tracked adherence to schedules and average handle times.
Education
Bachelor of Science - Criminal Justice
Old Dominion University
Norfolk, VA06-2008
Skills
- Motivational speaking
- Compliance
- Cross-cultural communication
- Online training
- Trainer mentoring
- Feedback collection
- Training delivery
- Performance improvement
- Employee engagement
- Call monitoring
- Strong leadership
- Workforce management
Accomplishments
- April 2021 - Superior Achievement Award
- March 2021 - Mortgage Training Email Box Lead Support
- November 2020 - TD&D Team Member of the Month
- 2020, 2021 - Exceptional PAR
- 2019, 2020, 2021 - Sustained Superior Performance Award
Timeline
Contact Center Supervisor
Navy Federal Credit Union
04.2022 - 12.2022
Training Instructor II/Licensed Mortgage Loan Originator
Navy Federal Credit Union
08.2018 - Current
Bachelor of Science - Criminal Justice
Old Dominion University
Similar Profiles
Michaela BlackMichaela Black
Member Service Representative at Navy Federal Credit UnionMember Service Representative at Navy Federal Credit Union
Jessika EdwardsJessika Edwards
Supervisor, Mortgage Origination at Navy Federal Credit UnionSupervisor, Mortgage Origination at Navy Federal Credit Union
David MatamorosDavid Matamoros
Personal Finance Specialist I at Navy Federal Credit UnionPersonal Finance Specialist I at Navy Federal Credit Union