Led an Implementation team in multiple sites engaged in business initiatives and change delivery implementation for Wells Fargo Funding completing all projects and communication deliverables by or before established deadlines.• Strategized, planned, and executed several programs and initiatives including enhanced B2B website development and improved search engine capabilities for internal users and 900+ clients.• Established expertise as a Subject Matter Expert in business and client needs, demonstrating an in-depth understanding of the industry's intricacies and the client experience. • Edited and approved weekly client communication updates to client ensuring accuracy of information being shared and dramatically decreasing communication errors.• Rolled out Sales Quality monitoring to Sales Leadership and Sales team that remediated risk of providing misinformation to clients. • Supervisory responsibilities included performance management, talent development, talent acquisition and succession planning.

Led major reorganization reducing client support FTE by 20%. Led organizational restructure that aligned with the new leadership goals. • Drove various risk related and compliance related initiatives, including RCSA, BCP, and change control.• Continuously stayed abreast of industry, competitor trends and regulatory changes, ensuring our team maintained a competitive edge in offering top-tier client support. Averaged >99% satisfaction rating.• Created and implemented an optional peer mentoring/connection program to develop team relationships and provide training. Had a 100% participation rate due to the success of the program.

Role expanded to include Client Relationship Management team of 21+ FTE and managed client services teams.• Conducted best practice session with new relationship management team and identified challenges and opportunities. Updated and prioritized goals for the team with a priority on continuous improvement, client experience and team satisfaction. • Collaborated and built relationships with partners and business leaders creating an environment of information sharing and a feedback mechanism that ensured focus and understanding of mutual goals.• Directed teams that created, modified, and published 33 procedures by established deadlines. Reduce errors and ensured understanding of steps for all repeatable tasks.• Redesigned client training to better accommodate client needs.• Reduced individual tracking time by 50% with development, standardization and centralized team monthly reporting.

Built out client service team, processes, and technology to provide client support for new home equity product, took on Business Continuity Planning, and managed client support teams• Administered multi-million-dollar budgets and controlled experiences. Reduced expenses by $500,000 while creating increased support focus to improve the client experience.• Led recruitment efforts to hire 50+ FTE positions.• Developed and administered biannual client satisfaction survey for clients. Analyzed and reported results to senior leadership including suggested enhancements and improvements.• Assessed client needs and maintained a balance in the needs of the clients, business unit and shareholders.• Restructured team schedules to extend phone coverage hours to better support west coast clients without adding costs to the business unit.• Planned and collaborated with stakeholders of biannual sales meetings and agendas. Facilitated meetings and post-meeting follow-up. Survey data demonstrated 100% of participants found sessions valuable.• Provided Business Continuity Planning oversight and leadership for the broader Sales and Business Support organization resulting in client and team support during several system outages, weather related incidents and the pandemic that impacted business.• Spearheaded Community Support Campaign for support teams for 10+ years. Exceeded 10% increase of teams’ participation and giving each year.

Led Managers of Client Services, Communications, Scenario Helpline, Administrative teams in seven locations for two business lines engaged in business and client support functions supporting 1000+ clients and 140+ sales team members. • Established and managed eight high volume call centers, inbound and outbound, within a fast-paced customer service environment. Ensured service quality standards were met and exceeded.• Led high-performing teams to exceed customer expectations to achieve a >99% satisfaction rate.• Built and led a client-facing web support team to support new business line website.• Created a premiere support team designed to special handle high value clients to support leadership goals. • Lead projects for the channel including technology prioritization efforts for two business channels.• Coached, mentored, developed, and managed team members and managers, including decisions relative to performance reviews, salary actions, promotions, hires, discipline, and terminations.

Led client support teams in two locations engaged in client support functions serving 750+ mortgage bankers and 12+ sales team members. • Co-led merger and acquisition of talent, processes, and technology of a competitor for Correspondent Client Services• Conducted best practice session with 20+ team members to identify and implement an effective and efficient way to service clients.