Customer Service Representative

Patricia Svader

Moreno Valley, CA ***** 909-***-**** ************@***.*** LinkedIn

Facilitator and Talent Specialist

Accomplished professional with extensive experience in designing and implementing innovative training programs to foster inclusive environments, enhance diversity appreciation, and align with corporate objectives. Skilled in monitoring and evaluating training performance to ensure quality and effectiveness. Proven ability to collaborate with stakeholders, conduct needs assessments, and facilitate all phases of recruitment process.

CORE PROFICIENCIES

Learning & Development Training Program Design Diversity, Equity & Inclusion Client Relationship Management

Team Building & Leadership Process Improvement Performance Monitoring & Evaluation

Career Growth & Mentorship Cross-Functional Collaboration Talent Onboarding

PROFESSIONAL EXPERIENCE

Wells Fargo Home Mortgage, WFHM USA 2009 to 2023

Learning and Development Facilitator 2014 to 2023

Developed and deployed robust coaching program, encompassing initiatives, such as Mock Calls and the “My Work” portal game. Fostered more inclusive work environment and enhanced understanding/appreciation of diversity among colleagues by creating DE&I Journey series for peer utilization. Aligned training projects with organizational objectives through coordination with other departments. Performed continuous monitoring and assessment of mentoring effectiveness to guarantee quality and cohesion, including assisting in maintenance of e-learning coaching materials and activities.

Selected Accomplishments:

Achieved approximate retention rate of 85% by overseeing class sizes ranging from 1 to 30 participants, with durations spanning from ten days to nine weeks.

Earned remarkable feedback from training sessions by maintaining average level one evaluation score of 4.95 out of potential 5 scores.

Attained notable career advancements within company by establishing personal mentorship endeavor and guiding approximately 15 former participants.

Secured clear communication and alignment with company goals by transmitting all learning and performance targets, schedules, and assessments to upper management and relevant supervisors.

Diversified instruction, strengthened learning opportunities, and increased project success by alternating coaching methods.

Equipped and cultivated newly hired and tenured team members for roles encompassing Mortgage Servicing Specialist Skills 1-5, Mortgage Consultant, and Customer Service training, employing leadership abilities to coach and motivate workforce towards surpassing expectations.

Streamlined class scheduling and logistics by collaborating with capacity management to schedule classes for self and peers as well as managed room reservations and material procurement.

Customer Service Representative V 2014

Demonstrated trustworthiness and exemplary leadership abilities by leading floor coverage during weekly supervisor meetings. Resolved complex issues and upheld positive client relationships by managing calls that escalated above Skill IV level. Heightened loyalty and guaranteed swift resolution of problems by addressing patron concerns and elevating major issues to supervisor after attentive listening.

Selected Accomplishments:

Ensured high customer satisfaction levels and repeat business by directing over 60 inquiries and suggestions per day courteously and professionally.

Contributed to improved team efficiency and productivity by facilitating various training round tables and providing floor support.

Customer Service Representative II-IV 2005 to 2014

Increased understanding and smoother transitions by supervising round tables for New Hire Classes, clarifying Customer Resolution Team goals, and transfer procedures based on skill level. Delivered valuable support to staff members by handling calls and cases. Equipped workforce with updated knowledge and skills by orchestrating comprehensive case refresher training sessions.

Selected Accomplishments:

Oversaw tax and escrow cases, utilizing advanced proficiency in Microsoft Excel, PowerPoint, and Word, resulting in streamlined processes and boosted efficiency.

Directed personalized one-on-one Escalated Lien Release training, resulting in revamped proficiency and accuracy among workforce.

Nurtured positive learning environment and secured successful onboarding of new team associates by offering proactive floor support during New Hire Skill I, II, and III coaching classes.

Earned prestigious Customer Satisfaction Award in 2011, recognized as one of only two recipients from each site across enterprise, leading to participation in conference in Florida.

ADDITIONAL EXPERIENCE

Service Representative I-V Wells Fargo Home Mortgage

Retail Cell Phone Store Manager Smartel Wireless, Corona, California

Legal Secretary John P. Kearney Attorney at Law, San Bernardino, California

EDUCATION

High School Diploma San Andreas High School, Highland, California, Certified Learning & Development Specialist AIHR

TECHNICAL PROFICIENCIES

Microsoft Office – Word, Excel, PowerPoint CORE Zoom Microsoft Teams Skype Saba/Sentra Workday Black Knight

Contact this candidate