Crystal Herbert Email & Phone Number

• Draft, publish, and govern a library of 82 department-wide procedures• Interpret and manage compliance and regulatory plans (SHRP & LRA) in partnership with governing agencies• Manage a team of individuals completing complex title modifications and curative matters • Analyze line of business metrics to identify trends and opportunities, suggesting production standards• Identify and report critical gaps in processes, aiding in risk mitigation • Consult, collaborate and influence on new processes, including risk and controls, across line of business and wider servicing portfolio • Represent line of business in partnership with key stakeholders, groups, and agencies• Review and coach on inventory management within Land Transactions • Build and facilitate training courses in support of organizational needs and goals• Develop and execute change management support, using SharePoint • Deliver coaching to employees, aiding in progression of both technical and soft skills including complaints• Supervise all team cross training

United States

• Facilitated classes of 5-20 team members, with curriculum ranging from basic to advance in multiple Customer Service business lines• Built trainings for Wells Fargo Home Equity and successfully facilitated trainings • Consulted with business partners to identify & implement learning solutions targeted to aid in resolution of operational gaps, enhance team member production, & support continued business operations • Coordinated end-to-end training program execution, including resources, facilitators, & tracking• Managed projects designed to enhance learner experience across lines of business• Ensured process documentation accuracy for procedures & resources relied upon by 1700+ team members• Conducted procedure & delivery/training validation to ensure compliance with training plan timelines• Acted as subject matter expert across multiple lines of business

United States

• Implemented process documentation strategy for full line of business from the ground up• Authored, published, & maintained library of 50+ procedures for defaulted property preservation of home mortgage and home equity loans • Consulted with senior leadership & stakeholders to identify solutions in support of business operations• Conducted operational gap analyses & developed strategic solutions to address findings • Negotiated SLA with vendors and other business lines to ensure resolution for the customer • Led the implementation of programs, services, & initiatives with cross-functional business partners• Developed & managed training program for both new hires & existing team members• Facilitated classes of 8-14 team members, with curriculum ranging from basic to advanced • Managed projects to define operational guidelines and ensure project effectiveness

• Led team of 15 invoice processors for Real Estate Owned properties • Coached team members across operations, increasing production by 20% & overall quality by 15%• Conducted operational gap analysis & implemented high cost saving initiative • Managed projects designed to increase overall efficiency of key roles within department• Facilitated classes of 7-15+ team members, including both new hires & existing team members• Managed quality assurance audits for full organization & developed learning solutions to address findings• Analyzed data trends & consulted with key business partners to implement solutions for compliance gaps• Managed technology required to for business functionality