Summary
Overview
Work History
Education
Skills
Timeline
Tamala Sappington

Tamala Sappington

Business Procedure Writer
3904 S Mountain Road Knoxville,MD

Summary

Business Procedure Writer with over 30-years of experience at Wells Fargo Home Mortgage. Expertise in developing and editing training material and business process and procedures. Strong collaboration skills with internal business groups to ensure operational excellence. Recognized for analytical skills, maintaining positive relationships with business partners, attention to detail, and delivering quality results.

Overview

30
30
years of professional experience

Work History

Business Procedure Writer

Wells Fargo Home Mortgage
Frederick, MD
01.2010 - Current
  • Collaborates with Line of Business (LOB) partners and subject matter experts to assess business needs for creating and maintaining procedures, resources, and materials aligned with style guide and brand standards
  • Develops and revises moderate to highly complex business procedures while securing necessary approvals from LOB and governance teams for publication
  • Manage certification process for procedures, resources, and materials as required
  • Analyzes changes in business operations and procedures to assess potential impacts or risks to other operations and procedures
  • Guarantees compliance of procedures with Wells Fargo branding, and adheres to established guidelines.
  • Collaborates with LOB to identify necessary updates.
  • Manages procedure timeline and pipeline
  • Provides guidance to less experienced staff
  • Conducted interviews with subject matter experts to obtain relevant information.
  • Reviewed existing content to identify opportunities for improvement or updates.
  • Ensured that all written work met quality standards before submission deadlines.
  • Edited and revised content based on feedback to meet publication standards.
  • Prepared and formatted work for publication and submitted to printers or publishers.
  • Created and maintained relationships with authors, editors, freelancers, and other publishing professionals.

Business Integration Quality Monitor

Wells Fargo Home Mortgage
Frederick, MD
01.2006 - 01.2010
  • Evaluated call samples to ensure compliance with procedures.
  • Identified trends, gaps, and risks and took necessary actions to address
  • Implemented and adhered to deadlines for assigned projects.
  • Tasked with comprehending Federal regulations to support identification of discrepancies within procedures
  • Performed internal audits on colleagues to verify compliance with procedures.
  • Supported development of new team members through training and facilitation

Customer Resolution Quality Monitor

Wells Fargo Home Mortgage
Frederick, MD
01.2002 - 01.2006
  • Delivered ongoing feedback to management regarding identified training needs and executed modifications in policies and procedures.
  • Delivered imperative information to team members about modifications in processes and procedures.
  • Developed and facilitated training programs and appropriate materials
  • Coordinated, developed, and facilitated training sessions to improve team processes
  • Performed quality assurance audits and facilitated coaching sessions with team members for completed work
  • Researched, addressed, and fulfilled customer requests by resolving issues
  • Communicated resolution of customer issues by telephone and or in writing

Education

High School Diploma - High School Education

Brunswick High School, Brunswick, MD
  • Member of Future Business Leaders of America (FLBA)

State of Maryland DLLR Cosmetologists License - Study of Treatments For Hair, Skin And Nails

Award Beauty School, Hagerstown, MD

Skills

  • Procedure writing
  • Document management
  • Compliance monitoring
  • Quality assurance
  • Business process analysis
  • Risk assessment
  • Regulatory knowledge
  • Training development
  • Attention to detail
  • Team collaboration
  • Effective communication
  • Research
  • Analytical skills
  • Dependability and cooperation

Timeline

Business Procedure Writer - Wells Fargo Home Mortgage
01.2010 - Current
Business Integration Quality Monitor - Wells Fargo Home Mortgage
01.2006 - 01.2010
Customer Resolution Quality Monitor - Wells Fargo Home Mortgage
01.2002 - 01.2006
Brunswick High School - High School Diploma, High School Education
Award Beauty School - State of Maryland DLLR Cosmetologists License, Study of Treatments For Hair, Skin And Nails

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