Human Resources Risk Management

Gayle E. Borst

**** ***** ******, *********, ****, USA 50323 /515-***-**** /*******@*****.***

SUMMARY AND PROFILE

Experienced operations executive with a strong background in lending, sales, and production operations. Skilled in revenue generation and utilizing financial models in a dynamic market. Able to execute upon changed due to industry trends from conception to execution. Well-versed in all aspects of large-scale recruiting and onboarding, including training, development, talent review preparation and facilitation as well as performance management and conflict resolution. Detail-oriented communicator with exceptional verbal and written skills. Proficient in collecting, validating and presenting data. Expertise in performance management and people leadership. Analytical mindset for benchmarking financial results to KPIs (key performance indicators). Experienced in auditing, reviewing, and tracking performance, procedures and controls. Driven by the opportunity to create added value that exceeds corporate objectives through employee and customer satisfaction. Proficient in Workday (HRIS), and Microsoft Office Suite - Word, Excel, Teams, Outlook, etc.

SKILLS

Collaborative Team Development & Strategic Development Employee Onboarding & Employee Training

Workplace Conflict Resolution & Performance Management Risk Management and Compliance Oversight

Financial Management & Workforce Engagement Operational Leadership & Oversight

Program Management & Business Continuity Planning Business Administration & Public Speaking

Performance Improvement Strategies Organizational Change Management

Ongoing Educational Development Strategic and Compensation Planning

Organizational Growth Strategy Team Leadership

Relationship Management Customer Satisfaction

Offshore Leadership ~Business Process Outsourcing Profitability & Cost Management

Program Development

PROFESSIONAL EXPERIENCE

Wells Fargo Wholesale Lending /Des Moines, IA

Senior Vice President, Executive Director & Lending Operations Director - Lending Fulfillment

08/2022 - 12/2024

Led small business / commercial lending loan operations production team of senior and line-level managers from application entry to funding as well as some post- funding responsibilities

Managed SBA (Small Business Administration), letters of credit, small business lines, small business loans and Healthcare Industries operations teams

Managed all aspects of employee talent from budgeting and capacity planning for role to recruiting, on-boarding, training and managing performance to ensure teams were high performing in call center environments

Managed offshore global delivery teams in India and the Philippines from capacity planning to full scale operations through business operations outsourcing

Owned business continuity and business resilience planning for division

Led multiple operations sites across multiple locations nationwide and offshore, focused on small business lending operations

Managed multiple risk-related issues through effective issues ensuring adherence to internal and government regulations

Prepared monthly and quarterly management presentations, prepared and managed budget

In addition to production and risk management, led small business shared services team

Assessed, selected, and hired talent across a broad spectrum of responsibilities

Led all change management, process adherence, business process optimization and innovation projects

Wells Fargo Home Mortgage /Des Moines, IA

Senior Vice President and Lending Operations Director - Consumer Direct Fulfillment

11/2014 - 08/2022

Prepared monthly and quarterly management presentations, prepared budgets and led large operations production team fulfilling mortgage loans from application entry to funding

Utilized primary location as testing environment for retail fulfillment to introduce major pilot initiatives prior to full rollout such as Online Mortgage Application (OMA), Digitally Optimized Mortgage (DOM), Streamline Wells- to-Wells Refinance (W2W) and Ready for Credit Decision

Managed offshore global delivery teams in India from capacity planning to full scale operations through business operations outsourcing

Led multiple contact call center-style fulfillment sites, supervising 700 employees across multiple locations nationwide, focused on Agency refinance, FHA,VA and purchase loan transactions; first and second mortgages as well as home equity products

Owned business continuity and business resilience planning for division

Managed all operations roles including processing, underwriting, closing and funding

Created, managed and kept current compensation planning benefitting all mortgage lending operations roles

Led large-scale recruiting for multi-site strategies, often leading the development of new strategically located operations sites

Created a single unit, with one production team, in collaboration with leadership from partner businesses, which meant comprehensive changes were integrated as a unit, thus, saving the company money

While running large production site served as both processing procedures owner for all of retail operations processing owning the review and approval of all documented procedures changes/updates and Loudspeaker (voice of the team) subject matter expert for consumer direct processing, ensuring that employee feedback is reviewed, taken into account and quickly implemented if possible

Utilized standardized team member assessments to review and communicate employee performance

Designed and implemented innovative strategies for projects, thus decreasing cycle time and costs

Negotiated staffing models to appropriately determine capacity and enhance cyclical forecasting

Participated in retail-wide projects to improve bonus compensation packages

Managed employee selection processes related to organizational change

Balanced focus on production and compliance/risk

Wells Fargo Home Mortgage

Mortgage Operations Transformation Accountable Product Owner

05/2017 - 01/2018

Refined existing business processes in an agile environment and oversaw transformation of the Wells Fargo Home Mortgage Fulfillment process as it relates to the customer experience

Generated funding to implement new processes and procedures for retail fulfillment business model modernization through business process optimization

Researched potential process improvement/optimization or overhauls and determined better investment opportunities

Coordinated the annual planning and semi-annual forecasting cycles for program and process redesign and optimization

Researched competitors for market comparisons and potential savings in operations

Scrutinized new investment and business opportunities through valuation models

Evaluated cross-company activities for best-practices efficiency opportunities

Wells Fargo Home Mortgage

Vice President and Loan Administration Manager 5 - Centralized Fulfillment

09/2009 - 11/2014

Collaborated with sales to promote a high-performing culture, established successful triad relationships and enhanced business results between Sales, Underwriting and Processing

Supervised a 300-member team, comprised of managers across multiple locations, to advance financial responsibility, loan administration process adherence and optimization, team culture and production

Managed teams of processors, underwriters, closers and funders in multiple geographic locations

Managed offshore global delivery teams in India from capacity planning to full scale operations through business operations outsourcing

Owned business continuity and business resilience planning for division

Surpassed outlined business goals and targets, with key performance and compliance metrics including cost per loan, loans closed per staff, customer loyalty for all of WFHM Centralized Retail Fulfillment

Led production team focused on fulfilling mortgage loans from application to funding

Improved production and focused on cost-containment to positively impact revenue

Oversaw projects, collecting approvals and corresponding budgets

Evaluated and improved compliance, supported internal audits

Wells Fargo Home Mortgage and Wells Fargo Financial

Vice President and Sales Relationship Management Manager - Centralized Sales

11/2007 - 09/2009

Maintained quality service for all customers, expanded existing relationships, monitored relationship profitability and drove revenue growth

Developed and managed complex training program to recruit, onboard and train sales employees with graduating structure for advancement

Developed the template for modern day WFHM Sales 'Incubator' training program, which is still utilized to onboard newly-hired sales employees for maximum productivity

Owned business continuity and business resilience planning for division

Built and nurtured complex customer and prospect relationships to maximize net contributions

Prospected new relationships that facilitated revenue growth, boosting mortgage sales

Wells Fargo Financial

Market Growth and Development Manager - Global Marketing /Strategic Partnerships

10/2005 - 11/2007

Created, implemented and presented training and education for referral practices, customer service and partnerships for Wells Fargo Financial with the Regional Bank, Wells Fargo Home Mortgage and Direct to Consumer Sales as well as other WFC leaders and affiliates at multiple levels

Improved financial and relationship management, liaising with Senior Executives and analyzing feedback reports for local and global business lines

Coordinated financial growth and productivity for managers across multiple locations in 23 'footprint' states with a Wells Fargo Financial and Wells Fargo Bank presence

Increased lead production and loan volume by 75% for Wells Fargo Financial, collaborating with centralized sales

Wells Fargo Financial

Credit Manager and Sales Development Consultant Marketing /Strategic Partnerships

03/1997 - 10/2005

Designed and delivered education, training and communication programs, to identify the strategic capabilities that competitively positioned the company in the marketplace

Improved communication opportunities, with policies focused on customer service and referral practices management between WFC Affiliate and customers, to advance brand positioning

Managed sales finance contracts working directly with businesses and dealers, specializing in relationship sales finance lending for furniture stores

Increased lead generation, cross selling and revenue, in collaboration with regional sales managers

Sold lending products directly to sales finance customers

EDUCATION

California State University, Chico, Chico, CA

Bachelor of Science / Business Administration, Human Resources Management 06/1996

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