Sheneka B.

Experience

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  Alabama Power Company

  Jan 2004 - Dec 2006

  Customer Service and Sales Supervisor

  • Top 10% in Sales – Sold company products and services.• Top performer in Customer Service and Quality• Supervised, provided support, coached, and trained lower level team members. • Established and terminated accounts, handled billing inquiries, and refund requests.• Managed escalations, complaints, and dispute resolution.

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  Keller Williams Realty

  Apr 2005 - Oct 2009

  Licensed Real Estate Agent

  • Maintained rental property, arranged title searches, drafted and negotiated sales and purchase contracts and competitive market analysis.• Provided Broker’s Priced Opinions (BPOs) to lending institutions.

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  Express Personnel

  Jan 2007 - Jan 2008

  Office Manager

  • Responsible for managing office services by ensuring office operations and procedures were organized, correspondences were controlled, supply requisitions were reviewed and approved, and that clerical functions were properly assigned, monitored, and complete.• Managed relationships with vendors, service providers• Reported on revenue by received daily sales invoices and reconciling accounts from multiple hotels held by the owner.• Processed payroll and ensured that all items were invoiced and remitted in a timely manner. Show less

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  Wells Fargo

  Mar 2008 - now

  • Collaborate with business leaders, control teams, independent risk management, data teams, and other stakeholders to support their transition into Indigo, a system of record to track quality results supporting sustainability efforts. • Supporting seven units across the COE. Quickly learning new functions and processes to support strategic initiatives, providing guidance on development, implementation strategies, data aggregation, monitoring/reporting, process improvements, and post implementation support activities. • Designed and assisted others with building Quality Review forms within an internally designed SQL coded program. Tasks include, but are not limited to supplying information on scripting and organizing scripts to meet business needs while working within a front end user interface to build quality review forms from start to finish. Planning and design around both a targeted and holistic focus as required by the needs of business partners; liaison for business partners and application team. • Provide work direction to staff and gatekeeper of StaffMaster.• Perform Transactional Quality and CheckPoint reviews auditing documentation through milestones of the issue lifecycle of the Remediation process to ensure 100% accuracy and execution of remediation plans within SLA.• Proactively identify risk exposures and inconsistencies in reviews providing recommended solutions and drive for resolutions to remedy gaps and align with the business processes.• Building and maintaining strong collaborative relationship with peers, higher-level team members, managers, and line of business partners. Proven ability to foster relationships, promote teamwork, influence and motivate others.• Create/maintain policies, procedures, training modules, and job aides to ensure accuracy, adherence, and alignment of business processes. Prepare or review communications for accuracy prior to deployment across the organization. Show less • High Performer – 100% Quality Rating • Team lead managing work flow across multiple sites, on-board new team members, and back up manager. • Effective in building and maintaining partnerships, coaching and developing team members.• Subject Matter Expert (SME) for 50+ processes.• Manage creation an maintenance of Quality Assurance procedures.• Change Owner in the change management process from ideation to completion.• Plan and perform risk-based compliance and targeted reviews on medium to high risk processes to mitigate risk and ensure compliance with internal and external policies and regulations such as those stemming from the Consumer Financial Protection Bureau (CFPB), Office of the Comptroller of the Currency (OCC) and similar regulatory agencies.• Present monthly Quality results and requirement of corrective action plans to Operations’ LOB Managers and Senior Leaders.• Project Management - Collaborate with Senior Leaders and support teams on special projects, such as new portfolio acquisitions, developing new audits and performing root cause analysis to enhance current processes, procedures, training plans and materials providing input making recommendations to streamline procedures and processes to mitigate and reduce risk. • Created proposals with a cost benefit analysis to recommend the creation, consolidation, and/or retirement of reviews which were successfully implemented to foster continuous process improvement.• Provide trending, production and quality reports for auditors.• Facilitated cross-training and provided support to team members across multiple sites.• UAT testing and implementation.• Dispute resolution and escalations.• Business Continuity Planning (BCP).• Manage production goals and capacity management for budgetary purposes.• Business Requirements Documents (BRDs).• Programming Indigo Form (HTML).• Business Objects.• Sample methodology changes.• Interviewed internal and external candidates and made hiring decisions. Show less • Audited Collections and Home Preservation Support Group’s daily production of residential loan documentation and correspondence, payment application (reconciliation) of trial payments, state specific Due Diligence, HHF processes and resolution of escalated issues and review of financial statements for accuracy, completeness, and compliance to appropriate company and secondary market investor standard. • Reviewed and evaluated responses to agency, law firms, or regulatory inquiries. • Audited and authenticated borrower signature and information on loan documents.• Audited borrower calls through call monitoring to make decisions on payment disputes, refund, and write-off request.• Compiled processors’ weekly audit reports to provide feedback and performance improvement opportunities to Operations managers.• Provided coaching and side by sides with team members to provide feedback and recommendations to meet their performance metrics.• Facilitated New Hire Training as Subject Matter Expert.• Created and maintained business policies and procedures, identified process gaps and recommended solutions to ensure compliance and mitigate risk.• Managed multiple projects.• Managed workflow to ensure Service Level Agreements (SLA) was met. • Point of contact for BCP. Show less • Collections and Home Preservation Support Group: Correspondence Team supporting all investors.• Audited internal and external team member communication on Pre-Foreclosure efforts to ensure compliance and mitigate risk.• Resolved escalated issues and requests for refunds and write-offs through research and auditing Collection calls and financial statements.• Facilitated New Hire Training as Subject Matter Expert, coached team members on strategies to meet their performance metrics.• Managed multiple projects including data aggregation Compiled and reported data and inquiries from Foreclosure Attorneys for the Default team. • Prepared external communications to customers, created and maintained business policies and procedures, identified process gaps and recommended resolutions to ensure compliance and mitigate risk.• Prepared communications such as Letter writing, created email correspondence templates, reviewed and distributed external facing communications.• Generated and tracked Pre-foreclosure Demand Letters sent to borrowers on delinquent accounts.• Managed workflow, processed reports, and distributed daily reports to the team.• Responded to email requests and inquiries from borrowers on delinquent loans. Show less • Top performer in Sales, Quality and Customer Service.• Mentored team members on performance metrics and sales goals. Managed the team’s Productivity Tracking, including tracking and reporting paid and non-paid hours. • Facilitated New Hire Training as Subject Matter Expert, monthly team meetings, and oversaw Clean Desk Audits.• Call center Escrow Specialist – Reviewed mortgage loan documents, resolved tax and insurance escrow issues, and performed escrow analysis. Handled special loan inquiries such as ARM, Balloon, Buydown, and Interest Only Loans. Show less • Handled escalated calls, assisted customers with signature and PIN-based, ACH, Retail Billing Disputes, and Debit Card Fraud and Non-Fraud claims on their Wells Fargo personal and business checking, savings and brokerage accounts. • Case reviews: Audited cases to ensure compliance to regulatory requirements (Regulation E). Negotiated and settled claims with customers to collect losses from responsible party.• Used appropriate investigative techniques to analyze information needed and determine liability and impact of each case, including the mitigation of financial losses and or business interruptions. Show less

  • Analytic Consultant

    Mar 2023 - now

  • Business Execution Consultant

    Aug 2019 - Mar 2023

  • Quality Assurance Analyst 2

    Feb 2015 - Sept 2019

  • Quality Assurance Analyst

    Mar 2013 - Feb 2015

  • Loan Servicing Specialist 3

    Jan 2012 - Mar 2013

  • Customer Service Representative 2

    Dec 2010 - Jan 2012

  • Financial Crimes Specialist 3

    Mar 2008 - Dec 2010
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  YouVersion

  Jul 2021 - now

  Content Team Editor

  Review written and video content before it goes live on a major global application to ensure it aligns with the company's grammatical and editorial standards.