Terri Chappell Wade

About Terri Chappell Wade

Operations Leader with strong ability to manage a diverse workforce to ensure efficient…

Experience

1. Divisional Operations Manager

   Wells Fargo

   Mar 2009 — Present · Charlotte, NC, US

   Project Manager for Divisional Productivity plan, collaborating with key stakeholders to improve mortgage operations by over 36% for top performing Sales originators.• Ranked top 10% company-wide for overall performance metrics including customer loyalty, underwriting productivity, compliance quality standards, and cleared for closing.• Develops strong relationships with Senior Executives, partners, and vendors to build strong and lasting business alliances crucial in developing and maintaining company’s business strategies.• Proficient in identifying gaps in the organizational process, and work with Change Consultants to modify or eliminate a process. Experienced in capturing quantifiable results to improve operational performance.• Strong capacity management skills which resulted in increase of meeting service level agreements to 95%. By establishing solid relationships and partnering with internal and external vendors to create an escalation path for resolving issues, all parties were able to meet expectations.• Experienced with implementation of processes to increase customer loyalty and decrease compliance defects and loan quality issues. Proven track record of educating, coaching and developing team members to drive toward their career goals.• Divisional Diversity and Inclusion Coordinator, working with other leaders to advance team member engagement and networking cross-culturally.• Led Regional Community Engagement campaigns, partnering with non-profit organizations to solicit volunteers and increasing fundraising donations by 22% in first year.• Designed and implemented a new Private Mortgage Banking operations program to service President Club Sales originators, expanding the existing client base and increasing sales by $42 million in first year.• Partnering with Regional leadership to promote client engagement, and developing methods to improve performance in operations with a 98% compliance rating.

Education

• Central Piedmont Community College

  Six Sigma Green Belt

• California State University-Long Beach

  Bachelor's degree

• Pepperdine Graziadio Business School

  MBA

Skills

• Strategic Planning
• Credit
• Human Resources
• Forecasting
• Coaching
• Training
• Leadership
• Program Management
• Marketing
• Banking
• Risk Management
• Management
• Team Building
• Operations Management
• Public Speaking
• Analysis
• Budgets
• Finance
• Process Improvement
• Customer Service