Daniel Welch
Gilbert,AZ
Summary
A highly skilled professional with expertise in optimizing operations and driving organizational efficiency. Proven ability to lead teams, make strategic decisions, and implement impactful changes. Extensive experience in team leadership, customer service, collections, and technical support, with a strong record of enhancing workflows and maximizing productivity. Recognized for exceptional problem-solving abilities and a relentless focus on delivering outstanding results. Now seeking a role to leverage this expertise and make a significant, lasting impact.
Overview
24
24
years of professional experience
Work History
Garden Shop Owner
Lit'l Garden Shop
10.2022 - 10.2024
- Developed a loyal customer base with personalized assistance, attentive listening, and friendly interactions.
- Adapted store operations to meet changing market conditions and customer needs while preserving overall business stability.
- Enhanced customer satisfaction by providing exceptional service and addressing customer inquiries or concerns promptly.
Loan Operations Associate Manager 2
Wells Fargo & Company
01.2022 - 05.2023
- Kept records accurate, detailed and fully compliant with reporting requirements to meet state, local, and state title requirements
- Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction
- Remedied issues and conflicts among workers using negotiation and active listening
- Oversaw training and onboarding process for all newly hired employees within Title Processing Unit Second Level Review Team
- Mentored and supported 17 Second Level Review Operations department employees to enhance professional development that created a strong workplace culture
- Increased employee performance and job satisfaction to strengthen retention and engagement
- Defined clear targets and objectives and communicated to other team members
- Developed strategy to increase team productivity and drive.
- Collaborated closely with senior management on strategic planning efforts, aligning departmental goals with overarching company objectives.
- Remedied issues and conflicts among workers using negotiation and active listening.
- Successfully managed multiple high-priority tasks simultaneously while maintaining strict deadlines ensuring optimal resource allocation.
- Optimized workflow processes to reduce bottlenecks and increase overall effectiveness.
- Delivered comprehensive reports on key performance indicators, driving data-driven decision-making among leadership teams.
Work Director 2
Wells Fargo & Company
01.2018 - 12.2021
- Ensures the team members work is completed on time and accurately by planning, coordinating and monitoring the daily activities of the moderately complex to complex work of team members
- Reviewing, prioritizing, and distributing daily work to meet deadlines and goals; monitoring work in progress making adjustments as needed; giving feedback and training to staff; addresses scheduling issues, including absences and tardiness; giving input to supervisors on staff performance; representing team at meetings
- Reviewing reports for operational risk, prioritizing, and distributing daily work to meet service level agreements
- Act as a point of escalation for urgent issues such OTP cases, escalated calls and/or e-mails
- Coaching team members to help improve quality and performance
- Excellent verbal, written, and interpersonal communication skills
- Communicating with peers and management daily on updates
- Intermediate Microsoft Office skills
- Ability to navigate multiple computer systems, applications, and utilize search tools to find information
- Providing performance feedback to staff and managers
- Ability to handle confidential material in a professional manner
- Able to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment
- Knowledge and understanding of document research and review
- Effective organizational, multi-tasking, and prioritizing skills
- Assisting business unit as needed in production tasks including some managerial tasks
- Verifying team member production reports for discrepancies.
Operations Processor
Wells Fargo & Company
01.2017 - 01.2018
- Perform a variety of operational tasks such as the verification of indirect auto account information, and working with vendors to assign and follow up on the accounts
- Take accountability for entire process from receipt of work to assignment of accounts in recovery status
- Run N01 tracking reports to email to team members
- Tasks require coordination of information and coding of accounts using multiple online systems and assigning follow up, all while staying compliant with Policy and Procedure, and regulatory laws
- Processing customer Ops payments, bringing their accounts current, or proceeding with collection
- Work multiple shifts to assist with Managers on vacation
- Coordinate tasks with team members to meet daily goals
- Strong analytical skills with high attention to detail and accuracy
- Good verbal, written, and interpersonal communication skills
- Intermediate Microsoft Office skills
- Ability to navigate multiple computer systems, applications, and utilize search tools to find information
- Collections or recovery experience
- Ability to handle confidential material in a professional manner
- Able to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment
- Knowledge and understanding of document research and review
- Ability to make timely and independent judgment decisions while working in a fast-paced and results-driven environment.
Operations Manager
BKW INC.
01.2011 - 01.2017
- Responsible for meeting all relevant statutory and mandatory requirements associated with operations with a focus on directing sales, customer support, and collections
- Charged with maintaining target profit margins through the adjustment of pricing to align with market activity and trends
- Coaching and building of the sales team
- Quality Assurance
- Effectively manages the Customer Support Team, while ensuring the overall quality of the customer experience
- Builds a network of professional contacts and qualified leads with on-premise and off-premise accounts; coordinates sales calls with clients and outside vendors
- Manage deliverables
- Determine risks to a customer's facility
- Participating in the sales process by identifying business development potential
- Attend corporate meetings with manufactures and/or clients to address new product or concerning issues
- Boosts profits and revenue recognition through collections, invoicing, and action on past due balances while maintaining the highest levels of professionalism and courtesy.
Audio-Visual Consultant
FREELANCE CONSULTANT
01.2008 - 01.2011
- Served as a trusted advisor and subject matter expert, providing guidance and direction to clients seeking video production services
- Maintained accountability for the success of all pre-production, production, and post-production processes, including editing, dubbing, and color correction
- Credited with building design deliverables that elevated, differentiated, and functions on-brand and on-strategy while remaining within defined client budgets
- Recognized for the ability to translate complex concepts and information into innovative and effective visual products; applied graphics and images in the production of marketing collateral
- Leveraged expertise in graphics and layout software applications, as well as graphic elements and photography
- Accrued a portfolio of work that included advertisements, tradeshow banners and signage.
Vice President of Video Production
INTER-TEL
01.2001 - 01.2008
- Led all vision, strategy, and execution for all facets of video production, including hosting weekly studio appointments, processing images on a computer, and the shooting of video in studio, field, and remote settings
- Maintained responsibility for the selection of backdrops, lightning, and locations, while managing all project deadlines and deliverables
- Applied a consultative approach to gain insight into the challenges facing each client, leading to production projects aligned with the unique needs of each customer
- Key achievements included the creation of an online training program used during video training conferences.
Skills
- Operations Management
- Strategic Planning
- Project Management
- Team Building Leadership
- Proactive and Focused
- Risk Assessment
- Critical Thinking
- Employee Training Oversight
- Staff Recruitment and Hiring
- Compliance Assessment
- Operational Reporting
- Store operations
Key Qualifications
- 25+ Years Customer Service Leadership
- Customer and Employee Satisfaction
- Teambuilding & Training
- 7+ Years Project Management Operational Risk Compliance
- 6+ Years Operations Management
- Process Improvement
- Excellent Written and Verbal Communication skills
Timeline
Garden Shop Owner
Lit'l Garden Shop
10.2022 - 10.2024
Loan Operations Associate Manager 2
Wells Fargo & Company
01.2022 - 05.2023
Work Director 2
Wells Fargo & Company
01.2018 - 12.2021
Operations Processor
Wells Fargo & Company
01.2017 - 01.2018
Operations Manager
BKW INC.
01.2011 - 01.2017
Audio-Visual Consultant
FREELANCE CONSULTANT
01.2008 - 01.2011
Vice President of Video Production
INTER-TEL
01.2001 - 01.2008
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