Administration Manager Operations
Resume:
SHERI ANN
ROOKER
OPERATIONS MANAGER,
BANKING FINANCE
adveyp@r.postjobfree.com
Des Moines, IA 50310
CONTACT
I am a highly experienced
operational manager who has
demonstrated the ability to lead
diverse teams of various levels, from
front line individuals to managing
managers. With more than 20 years
of hands-on experience in quality
assurance, risk management,
strategic planning, business unit
development, project management,
human resources, vendor
management, quality assurance, six
sigma, and lean process
methodology implementation. I
have proven my ability to
successfully analyze an
organization's critical business
requirements to identify deficiencies
and opportunities to develop
innovative, risk reducing and cost-
effective solutions. Well-versed
within quality assurance Excellent
CAREER OBJECTIVE
Business Liaison Consultant - AVP
Wells Fargo Home Mortgage, West Des Moines, IA
EXPERIENCE
March 2018 - August 2022
Owned support functions or operations for multiple business groups and contributed to large scale strategic initiatives and pilot programs
•
New team being created within business line in which I was requested to join by facility Director and SVP
•
Held firms accountable to goals, met monthly to go over results, any
• fails, needed action plans, corrective action, etc Ensured efficiency, quality, cost effectiveness of solutions, and pipeline management relating to assigned operations were consistently met and/or exceeded
•
Oversaw all moving parts of hired attorney firms working within our portfolio working portions of accounts for legal filings
•
Researched complex business, operational, and strategic initiatives that required analytical skills, expert knowledge of organizational strategy and Business Execution, and understanding of international business regs
•
Worked independently to make recommendations for support function by providing support and leadership with relevant information on case-by-case needs/updates/revamps
•
Provided executive management of relationships and implementation of programs, services, and initiatives with cross functional business partners.
•
Assisted in the planning and execution of a variety of programs and initiatives that included risk mitigation, efficiency, and customer experience.
•
Executed metrics-based performance evaluation with KPIs to identify key risk indicators and mitigate risks.
•
Documented business processes and performed cost analysis on potential projects.
•
Analyzed problematic areas to provide recommendations and
• solutions.
Developed detailed project plans to drive changes and improvements.
•
Implemented creative strategies to improve financial capabilities and business success.
•
Provided business-related guidance to associates through huddles
• and team meetings.
Considered cost effectiveness, technical feasibility and acceptance to assess or propose sustainability initiatives.
•
• Created or maintained database of customer accounts. verbal/written communication
Experienced risk/compliance
mitigation Outstanding problem
solving and analytical skills
Experienced in HR/Administration
Well-rounded in all areas of
fulfillment, BK, QA, Processing, etc.
Proactive professional with 27 years
of experience and proven
knowledge of customer-driven
management, entrepreneurial
leadership, and long-range planning.
Aiming to leverage my abilities to
successfully fill the role on your
team.
Quality Manager 3 - AVP
Wells Fargo Home Mortgage, West Des Moines, IA
Reviewed and revised sustainability business procedures and policies.
•
January 2016 - March 2018
• Improved accuracy by 37% since joining the QA team
• Increase in Q12 scores from 3.24 in 2015 to 4.36 in 2016 Revamped all Standard Operating Procedures within my Team where outdated, incorrect, and lacking as a tool to complete our daily tasks correctly
•
Achieved financial objectives by preparing quality assurance budget,
• analyzing variances and initiating corrective actions. Identified performance gaps within processes and developed improvement plans.
•
Established quality documentation systems by writing and facilitating procedures and policies.
•
Prepared product and process quality reports by collecting, analyzing
• and summarizing information and trends.
Assisted employees to engage in quality assurance and quality control activities.
•
Facilitated quality resources to achieve company goals and objectives.
•
Created, maintained and monitored quality plans to drive business
• success.
Developed quality assurance staff by recruiting, orienting and training employees.
•
• Documented testing procedures, methodologies, or criteria. Reviewed quality documentation necessary for regulatory
• submissions and inspections.
• Participated in development of product specifications. Monitored performance of quality control systems to ensure effectiveness and efficiency.
•
Evaluated new testing and sampling methodologies and
• technologies to determine usefulness.
Updated standard operating procedures and quality assurance manuals.
•
Analyzed quality control test results and provided feedback and interpretation to production management and staff.
•
Directed tracking of defects, test results, or other regularly reported
• quality control data.
Identified quality problems and areas for improvement and recommended solutions.
•
Communicated quality control information to all relevant organizational departments, outside vendors and contractors.
•
• Instructed staff in quality control and analytical procedures. Research Remediation Manager 3 - AVP
Wells Fargo Home Mortgage, West Des Moines, IA
Loan Administration Manager 3 - AVP
Wells Fargo Home Mortgage, West Des Moines, IA
May 2014 - January 2016
Created, coached to and assured adherence to QA test scripts put in place within department.
•
Created an accuracy tracker to allow all managers to complete random internal audits to identify any quality assurance trending issues, coaching opportunities, mitigate risk, etc.
•
Mitigated Risk by identifying issues out of compliance, regulations,
• (CFPB, NSS, all internal and external metrics) and or policy always Report out to upper Management on any/all findings putting us out of compliance and providing solutions and/or workarounds until the process can be corrected/updated
•
Oversee all new hire classroom and ongoing training within the department to insure consistency, compliance, and accuracy within
•
Created all job aids needed for training within the doc intake teams to ensure accuracy and adherence to all regulations and policies within the times allotted.
•
Increased 146 units per day average to 248 units per average currently (42% increase)
•
• Increased 90% accuracy to 99.84% (9.84% increase) Increased Q12 overall score from 2.45 in 2014 to 4.75 for the 2015 results (51% increase); assisted team with understanding the importance of Q12 and actively participating in action plans to maintain positive results.
•
• Prepared operational and risk reports for management analysis. Established and maintained relationships with individual and business customers and provided assistance with problems these customers may encounter.
•
• Recruited staff members and oversaw training programs. Evaluated financial reporting systems, accounting and collection procedures, and investment activities and made recommendations for changes to procedures, operating systems, budgets and other financial control functions.
•
September 2011 - February 2012
Managed the activities, production, and operations of 107 team members, 8 managers, and 3 site locations (closing, Business Solutions Group, and funding groups)
•
Worked closely with our risk, compliance, and QA auditors to ensure all moving parts of the process were within compliance, risk, and internal and external guidelines.
•
Reported out to senior level managers as to issues, workarounds, and resolve monthly
•
Loan Administration Manager 3 - AVP
Wells Fargo Home Mortgage, West Des Moines, IA
Wells Fargo United Way Campaign Owner
Wells Fargo Home Mortgage
Cost per file started out at $1265 and finished up at $675 at completion of my role
•
Increased production from 2700 units to finished at 9600 at
• completion of my role
Led the way in my reporting structure going to a 100% automated and paperless process gaining efficiency, accuracy, and team member buy in
•
Expanded from 67 team members to 107 team members in 3 months to allow accomplishments due to volume forecast.
•
• Updated credit and loan files.
• Ensured that were complete and accurate according to policy. Conferred with underwriters to resolve mortgage application problems.
•
Obtained and compiled copies of loan applicants' credit histories,
• corporate financial statements, and other financial information. Handled customer complaints and took appropriate action to resolve them.
•
January 2010 - September 2011
• Funding, Closing, Title Review, Processing, and BSG groups Worked closely with our risk, compliance, and QA auditors to ensure all moving parts of the process were within compliance, risk, and internal and external guidelines at all times
•
Reported out to senior level managers as to issues, workarounds, and resolve monthly
•
Customer satisfaction polls increased from 42% to 67% in 3 months within my area
•
This was accomplished by providing consistent answers from one
• source of contact at all times
Production increased by 26% due to fewer hand offs within the process and morale improvement
•
Team member survey results increased due to team member ownership and less duplicate work.
•
May 2016 - August 2022
Developed plans and materials to communicate organizational activities that were beneficial to environment, public safety and other important social issues.
•
Consistently increased campaign revenue by a minimum of 8.74% year after year.
•
Conferred with production or support personnel to produce or coordinate production of fundraisers throughout sites.
•
Loan Administration Manager 3 - AVP
Wells Fargo Home Mortgage
Loan Administration Manager 3 - AVP
Wells Fargo Home Mortgage
Conferred with other managers to identify trends or key group interests and to provide advice on successful fundraising ideas and outcomes.
•
Prepared and edited organizational publications, keeping everyone in
• the know of all fundraising events, locations, time, dates, etc. Directed development of communication programs and/or meeting to maintain favorable buy in from entire site to promote and support all fundraising activities.
•
Established and maintained cooperative relationships with representatives of community, consumer, employee and public interest groups.
•
Updated and maintained content posted on company sharepoint
• site.
November 2009 - September 2010
• Title review, processing, Underwriting
Managed a total of 57 team members, 5 managers, and 4 different locations (Las Vegas, Sioux Falls, Urbandale, and Des Moines – BSG teams)
•
Implemented a goal system where none existed, which assisted in holding team members accountable for daily production; production increased on average by 14% after first month being on goals
•
Implemented a QA audit system which increased accuracy by over 17% after first month of tracker being in place
•
Transitioned group into a paperless automated process gaining efficiency and saving company an estimated $95.68K per year on production and paper usage
•
Worked closely with our risk, compliance, and QA auditors to ensure all moving parts of the process were within compliance, risk, and internal and external guidelines at all times
•
Reported out to senior level managers as to issues, workarounds, and resolve monthly.
•
Handled customer complaints and took appropriate action to resolve them.
•
• Ensured that were complete and accurate according to policy.
• Updated credit and loan files.
September 2007 - November 2009
Managed the day-to-day operations within the title review team, processing team, and BSG teams that included a total of 32 team members and 2 managers
•
Company liaison for our legal department overseeing remediated
• files on complex title issues (e.g
Loan Administration Manager
Wells Fargo Home Mortgage
US
Supervisor
Wells Fargo Home Mortgage
US
Review Specialist
Wells Fargo Home Mortgage
US
Loan Doc Specialist
Real Estate foreclosure
US
Accounting Analyst
Payroll department
US
Power of attorney, leaseholds, trusts, vested in minor, subsidies, etc.) Worked closely with Legal on these accounts for the span of 6 years
•
Manager overseeing LEAN events in different areas to identify duplicate work, areas of inefficiencies, lack of goals/accountability, task time, etc.; production and accuracy increased as result
•
Vendor Management - travelled to Phoenix Arizona to train First American title to review and prepare title commitments in accordance with Wells Fargo Home Mortgage guidelines
•
This insures we were following all regs, risk areas, and legal requirements for WFHM
•
• This vendor Management process was in place for over 2 years Audited all title accounts for 2 years as we moved towards centralized title for the company to insure we were not at risk within our policies
•
Leveraged clerical, title review, and processing team to outside entities to assist in volume which increased company volume in- house by 37
•
July 2006 - September 2007
June 2004 - July 2006
July 2003 - June 2004
November 2002 - July 2003
December 1997 - November 2002
EDUCATION
University of Nevada, Las Vegas, Las Vegas, NV
May 1988
SKILLS
• Business Planning
• Project Management
• Department Development
• Business Requirements Documents (BRDs)
• Strategic Planning
• Corporate Communications
• Quality Assurance and Control
• Strategy Realignment
• Organizational Improvements
• Operational Procedures
Contact this candidate