Customer Service Business Development
Resume:
Salvatore K. Nicastro
New Market, MD • 240-***-****
Summary
Operation Management
Accomplished and goal-driven professional with extensive experience leading all facets of operations, project, and people management across top-tier organizations.
Well-versed in overseeing and streamlining overall business and administrative operations and facilitating in implementation of operational improvement activities to meet and exceed organizational goals. Driven and proactive savvy, known for shaping operational procedures for production departments and developing subject matter expertise in budget planning. Possess highly transferable competitive insights, market knowledge, and business acumen to formulate insight vision for supported products and services. Articulate and effective communicator with well-defined problem-solving and negotiation aptitude; establishing robust relationships with senior management and internal/external stakeholders.
Areas of Expertise
•Operation Management
•Strategic Planning & Execution
•Project Planning & Execution
•Team Leadership & Development
•Risk Management & Mitigation
•Customer Service & Satisfaction
•Continuous Process Improvements
•Cross-functional Collaboration
•Financial Management
Career Experience
Lending Operations Senior Manager, Wells Fargo Home Mortgage, Charlotte, NC 2016 – 2023
Devised policies and strategies to navigate a national forbearance call campaign during the onset of a national pandemic, demonstrating analytical prowess in capacity planning and organizational requirements analysis. Managed team performance against various organizational objectives and key results (OKRs), including Risk, Customer Loyalty, Turn Times, Cost Per Loan, Loans Closed per Staff, Quality, and Pipeline Management. Ensured strict compliance with federal and state regulatory standards and organizational expectations, including adherence to Fair Housing Act and Bank Secrecy Act / Anti-Money Laundering (BSA/AML), etc. Provided coaching, influence, development, and management of team members' interpersonal communication skills to foster effective cross-matrix partnerships.
●Led a team of over 150 members dedicated to managing retail conforming and non-conforming mortgage loans for the East Division, including FHA and VA volume, achieving exceptional results.
●Developed and implemented internal controls resulting in a 100% success rate in regulatory compliance with industry standards and regulations, earning an annual Strong audit rating.
●Achieved outstanding success metrics, including a 2022 Team Net Promoter Score of 88%, highest among all ranked peers, and a 2022 Branch Inspection Rating of Strong at 98.43%.
●Ranked number one nationally in 2018 among all Wells Fargo Senior Managers for quality, productivity, and customer loyalty measures.
Lending Manager (Lo), Wells Fargo Home Mortgage, Frederick, MD 2013 – 2016
Maintained low attrition rates within the team by proactively engaging in team development and implementing effective succession planning measures. Devised effective strategies for workforce management, focusing on daily assignments and work quality improvement, leveraging lean Six Sigma methodologies. Acted as the Site Representative on the National Change Governance Council while contributing to organizational change initiatives and enhancing operational efficiency. Led exceptionally productive underwriting team consistently ranked in the Top 3 within the Southeast Division for productivity, accuracy, and customer satisfaction.
●Cultivated strong triad relationships with sales, closing, and processing management partners to facilitate efficient guidance and influence stakeholders.
●Offered crucial operational support to the underwriting team and sales partners, making swift, compliance-driven decisions to ensure efficient loan production in a high-impact environment.
●Strictly adhered to regulatory standards, including the Fair Housing Act, Equal Credit Opportunity Act (ECOA), Dodd-Frank Consumer Protection Act, and TILA-RESPA Integrated Disclosure Rule (TRID).
●Spearheaded decisions related to performance appraisals, performance management, terminations, hires, discipline, and salary actions while providing coaching, influence, and effective team management.
Loan Administration Manager, Wells Fargo Home Mortgage, Frederick, MD 2011 – 2013
Oversaw quality control evaluation team responsible for minimizing risk in customer complaint research and remediation related to the Foreclosure Review Process and loss prevention. Actively engaged in weekly discussions with site leaders to align processes and procedures effectively across production and quality assessment platforms. Communicated process changes and evaluated their execution to ensure compliance with WFHM and regulatory requirements.
●Maintained ongoing vigilance in monitoring productivity levels, seeking opportunities to enhance efficiency and ensure the smooth flow of daily workflow operations.
●Instituted comprehensive quality work standards to support the implementation of robust risk management practices within the organization.
●Spearheaded extensive orientation and training programs tailored to researchers, an essential component of the OCC Consent Order Foreclosure Review process.
Additional Experience
Business Development Manager, Sterling Transportation Systems, Brunswick, NJ, 2010 - 2011
Owner Chief Operating Officer, Pinnacle Mortgage Corporation, Silver Spring, Md
Loan Officer, City Federal Funding, College Park, MD
Education
Business Finance and Economics Developmental MBA Higher Education Coursework, 1996
Johns Hopkins University, Gaithersburg, MD
Bachelor of Science, Journalism, Minor in Government and Politics, 1986-1991
University Of Maryland, College Park, MD
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