Zoe Goodman
DeLand,FL
Summary
Analytical professional excels in the financial sector with a focus on productivity and efficient task completion. Skilled in data analysis, risk assessment, and strategic financial planning. Strong communication, problem-solving, and decision-making abilities enable exceptional performance in fast-paced environments.
Overview
12
12
years of professional experience
Work History
Business Support Consultant
Wells Fargo Bank, N.A.
Des Moines, IA
05.2020 - 12.2024
- Identified key objectives to re-establish long term plans to meet goals.
- Monitored operations and reviewed records and metrics to understand company performance.
- Conducted risk assessments and developed mitigation strategies to protect business interests.
- Provided guidance on policy interpretation and implementation to internal departments and external partners.
- Developed and maintained detailed procedures to ensure compliance with regulatory requirements.
- Monitored daily operations for adherence to established policies and procedures across multiple sites and locations.
- Conducted regular audits on existing processes and systems to ensure accuracy of data.
- Boosted process efficiency through spreadsheet development to enhance tracking and reporting procedures.
Escalations Manager
Wells Fargo Home Mortgage
Des Moines, IA
02.2017 - 05.2020
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Reviewed completed work to verify consistency, quality, and conformance.
- Conducted weekly audits of closed cases to confirm proper closure protocols were followed.
- Created reports tracking customer escalations, documenting trends and proposing solutions to reduce future occurrences.
- Coordinated with cross-functional teams to resolve escalated issues quickly and efficiently.
- Assessed current operations and recommended changes for improved efficiency in resolving customer complaints.
- Collaborated with internal stakeholders to identify root causes of customer escalations.
- Monitored customer service team performance, providing guidance on how to handle difficult situations.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Analyzed business performance data and forecasted business results for upper management.
- Delegated work to staff, setting priorities and goals.
- Ensured compliance with company policies and processes related to escalations management.
- Developed and implemented strategies to improve customer experience.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Produced thorough, accurate and timely reports of project activities.
- Developed and implemented escalations process to ensure customer satisfaction.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Identified potential risks associated with unresolved customer complaints, taking proactive measures when needed.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Participated in regular meetings with other departments to discuss strategies for improving customer service standards.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Worked with cross-functional teams to achieve goals.
Work Director
Wells Fargo Home Mortgage
Des Moines, IA
06.2015 - 02.2017
- Delegated work to staff, setting priorities and goals.
- Provided technical assistance when needed during complex problem-solving sessions.
- Analyzed data from customer feedback surveys to identify areas for improvement.
- Collaborated with senior leadership on initiatives designed to increase productivity and profitability.
- Led cross-functional teams to drive project completion within budget and deadlines.
- Implemented new technologies to streamline processes and enhance productivity.
- Conducted regular performance reviews with staff members.
- Ensured compliance with applicable regulations and laws governing operations.
- Partnered with staff to create professional development plans to support personal and business growth.
Loan Servicing Specialist
Wells Fargo Home Mortgage
Des Moines, IA
10.2012 - 06.2015
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Managed company database and ensured the accuracy of contact information.
- Answered incoming calls from customers regarding collections inquiries.
- Handled mail distribution, including sorting and forwarding incoming mail and preparing outgoing mail.
- Informed customers of loan application requirements and deadlines.
- Processed payoffs, releases, and curtailments for loans.
- Performed data entry tasks as needed, such as updating account information in the system.
- Collaborated with legal teams regarding foreclosure proceedings when necessary.
- Updated client account information and records in company databases.
- Handled routine and complex inquiries from customers, title companies and vendors each day.
- Listened carefully to customer complaints and swiftly resolved issues by taking appropriate action.
- Responded promptly to requests from government agencies or other third parties.
- Reviewed mortgage accounts to ensure accuracy of loan information and payment calculations.
- Conducted audits of serviced portfolios on a regular basis to identify any errors or inaccuracies.
- Initiated contact with delinquent borrowers to discuss payment plans or other solutions.
- Verified that all applicable laws were followed during the origination process.
- Stayed abreast of lending regulations, industry trends and market rates.
- Assisted with customer requests and answered questions to improve satisfaction.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
Education
Associate of Arts - Business Management
Des Moines Area Community College
Ankeny, IA05-2015
Associate of Science - Nursing
Des Moines Area Community College
Ankeny, IA05-2014
Skills
- Data analytics
- Business process improvement
- Operations management
- Organizational development
- Planning and execution
- Risk auditing
- Business process reengineering
- Report preparation
- Process improvement
- Strategic planning
- Customer service management
- Project management
- Presentation skills
- Training and mentoring
- Staff mentoring
- Business development
- Performance improvement
Timeline
Business Support Consultant
Wells Fargo Bank, N.A.
05.2020 - 12.2024
Escalations Manager
Wells Fargo Home Mortgage
02.2017 - 05.2020
Work Director
Wells Fargo Home Mortgage
06.2015 - 02.2017
Loan Servicing Specialist
Wells Fargo Home Mortgage
10.2012 - 06.2015
Associate of Arts - Business Management
Des Moines Area Community College
Associate of Science - Nursing
Des Moines Area Community College
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