John Fender, Mba Email & Phone Number

Roanoke, Va, Us

San Francisco, California, Us

Operations Effectiveness Team (OET)Program Development & ValidationParticipated in planning and executing a variety of programs, services, and initiatives, and monitor key indicators to ensure effective performance and control management of assigned operations or business groups.Reviewed basic initiatives including policy or process changes, process improvements, technology enhancements, and conduct regular reviews to identify efficiencies and cost savings opportunities.Exercised independent judgement while developing an understanding of policies and procedures, best practices, and initiatives.Collaborated and consulted with mid-level managers or cross-functional business partners.

San Francisco, California, Us

Review and score work.Assigned to top priority projects across multiple lines of business as needed.Conducted reviews of Post ORR cases to ensure Regulatory accuracy.Executed in a large, geographically dispersed team, remotely and in office environments.Captured business/regulatory indicators needed for reporting and to drive compliance.Knowledge and understanding of audit, regulatory compliance, or risk management.Knowledge and understanding of Wells Fargo CIV (Customer Information View) application.Identify customer-asserted errors and determine the root cause of our customer’s escalations.Develop in depth understanding of CLEO procedures especially related to flags, dispositions, and customer-asserted errors, and regulatory requirements.Develop working knowledge of all regulations affecting the Home Lending business and will require understanding of and adherence to basic Complaint Management Policy requirements.Identify team member coaching opportunities and process improvement opportunities.Well-developed risk analysis skills and be knowledgeable in the Company's policies, procedures and standards and capable of providing complex analysis with minimal direction.Collaborate and consult with immediate colleagues and cross functional business partners on various projects.Assists with departmental projects and initiatives, which includes identifying business requirements for departmental operational systems, initiatives that manage departmental workflow and identifying workflow process gaps.

San Francisco, California, Us

Review and score work.Collaborated across the business to execute a variety of programs, services, and initiatives.Nexidia and NICE testing platform experience.Met and exceeded monthly performance reviews.Monitored and evaluated the quality of inbound and outbound customer service calls.Administered risk and regulatory compliance reports.Documented quality issues and performance measures for management review.Met high production quality standards, development, and production support environment.Provided information and assist in the feedback and formal education process of other employees.Implemented a virtual whiteboard to streamline our department between physical state sites.

San Francisco, California, Us

Reviewed, prioritized, and distributed daily work to meet deadlines and goals.Interacted directly with management to optimize business operations related to Strategy and Execution.Implemented business execution initiatives with the objective of meeting goals outlined.Facilitated meetings, workshops, and/or training to various audiences.Created job aids, trainings, and materials to assist in implementation of programs projects and processes.Implemented business solutions by communicating benefits per procedural updates.Performed process changes, process improvements, and technology enhancement tasks.Identify and recommend opportunities for process improvement, redesign, change management initiatives, and risk control development.Compiled reports and interpret management reports regarding critical business functions.Created and improved procedural processes through strategic thinking.Provided input to Supervisor regarding performance and make recommendations for training and career development needs for staff.Identified inefficiencies and finding opportunities by streamlining business processes.Communicated process step changes affecting both inbound/outbound efforts.Approved and denied offline time for individuals within the call center.Site-specific skilling for capacity sharing ensuring coordination with site capacity management analytic support team.

San Francisco, California, Us

Supported and assisted in the administration of teams that receive customer inquiries and issues through a variety of channels.Wells Fargo Facilitator Trained, excellent verbal, written, and interpersonal communication skills.Resolved internal and external customers day to day escalated calls.Served as Subject Matter Expert to team members to resolve/assist with complicated/escalated issues.Provided guidance to less experienced staff, assisted with team meetings, review daily reports including quality assurance and customer experience.Interacted with internal peers and assisted management in day-to-day administration.Performed complex verbal or written communication skills to handle customer interactions.Trained and coached representatives, partnered with different LOBs to resolve escalated issues, ensured proper hand offs to complaints function for proper disposition and alignment with enterprise complaints policy.

Developed annual PR/media relations plans that support the company's mission and objectives. Developed the company's media relation policies and procedures. Served as the company spokesperson incoming media inquiries and external media outreach. Worked directly with the CEO on communication messages and strategies. Developed original material for the company flyers, brochures, posters and other collateral. Prepared company correspondence and monthly account statements for client collections. Developed monthly marketing campaigns to drive business and sales. Initiated and completed company wide data digitalization for overall efficiency.

Rocky Mount, Nc, Us

Assisted the Sports Information Director in various aspects of the program, including keeping statistics, developing marketing and promotional materials, and writing and editing press releases. Preformed Statistical Analyst for Bishops Sports Radio (on air). Implemented new social network marketing campaign (developed the Official NCWC Athletics Facebook Page). Created media guide ads and promotional flyers for the annual "Take a Kid to the Game" campaign. Provided sideline and special event photography. Wrote sports articles.

Developed creative ways to promote client product and services. Created various company spreadsheets for account services such as political campaign mailers.Performed subject-oriented market research. Created PowerPoint presentations used in client pitches and client events.Assisted in media proofing and editing for technical manuals.Utilized various Adobe creative software to produce client posters and technical manuals.

Atlanta, Ga, Us

Recording and maintaining logbook recordsFiling all log-books and additional paperwork as neededPreparing aircraft work orders for mechanics to complete including all technical material.Strong analytical, planning, time management, & communication skills.PC skills: spreadsheets, word processing, and databases. Understanding of company practices and procedures. Ability to communicate concisely in order to maintain a high level of understanding among the involved parties.

Anaheim, Ca, Us

Wrote website content. Researched market information for new client website setup creation. Trained new department employees. Assigned VIP accounts. Instructed clients on how to use and maintain their new websites. Provided consultation advice/strategic planning for effective website marketing.

Denver, Colorado, Us

Supervised Customer Service Representatives and coaching Shift Leaders as needed. Supervised daily store operations. Assisted in the creation of a positive customer experience that includes a proactive interaction and immediate resolution for customer issues as needed. Served as a human resources contact for all store employee inquiries and concerns.Shared overall responsibility for setting, monitoring, and driving sales goals. Assisted in setting, communicating and executing marketing and merchandising programs to achieve key marketing initiatives. Assigned individual employee shift goals and supervised each member ensure delivery of goals. Assisted with recruiting, interviewing, hiring, developing, evaluating, and coaching store employees. Ensured the proper cash controls and loss prevention procedures are in place and followed. Prepared and supported the inventory process by conducting pre-counts and participating in inventories. Ensured that store appearance and merchandising is in compliance with ongoing marketing programs, product is displayed timely and appropriately, and the store is clean and maintained per company standards. Processed administrative tasks as needed including reviewing and taking action on daily reports and participating in the identification of financial strengths and opportunities on a monthly basis.

Provided recognitions and motivation of the team of customer service representatives.Provided feedback and follow up on the performance of tasks to customer service support associates.Elevated employee performance related issues.Educated team to drive sales through using suggestive selling skills and promotions.Executed store contests and creating incentives to encourage associates.Responded to escalated customer concerns and complaints.Screened associate level candidates.Conducted interviews for the applied post.Completed new hires paperwork.Provided orientation training for all potential customer service associates.Executed all down time and emergency operating procedures and processes as appropriate.Ensured compliance with that of all the organization’s policies and procedures.Communicated solutions, successes, and opportunities to the store management of customer service.Supervised and trained associates customer service as well as loss prevention policies.

Masters, Business Adminstration

Bachelor, Business Administration, Marketing

High School Diploma, General Education, Architectural And Technical Drafting