Thomas Rogers

10586 E. Cosmos CircleScottsdale, AZ. 85255

(602)657-0878thomasrogers.az@gmail.com

SummaryOver 10 successful years in a Managerial role, leading teams of 10 team members or greater. Over 15 successful years in a Call Center environment for Sales, Systems Analysis and Leadership positions. Over 10 successful years in a Mortgage Lending environment for Sales and Leadership. Actively demonstrating extensive management, customer service, sales and mortgage skills as an active Leader while building long lasting relationships with team members. Consistently optimizing my coaching and developing skills to create and maintain a motivated, customer focused team environment. Extremely proficient with Microsoft Office products, Avaya CMS and NICE/Witness recording systems. Reputation as a self-directed professional with excellent interpersonal skills.

Work ExperienceLoan Administration Manager2/2007 – Present Wells Fargo Home Equity Group, Tempe, AZConsistently coaching and mentoring Team Members after identifying strengths and trends. Assigned to many special Leadership projects, most recently as an ambassador for the Tempe and Phoenix locations for Leadership Development and as an ambassador for the E-Lending team that specializes with Your Loan Tracker website. Handle daily escalations from customers and/or partners and work towards a positive resolution. Keep Team Members up to date on department changes and impacts to their roles. Provide assistance to Team Members by handling escalated calls and/or e-mails to resolve complex customer issues.

Current team partners with Mortgage Consultants and with Personal Bankers for home equity applications they submit.

Tasked to travel on numerous occasions between 2013 – 2014 to Mortgage Centralized sites in Des Moines, Charlotte and Minneapolis to assist with presentations to raise Home Equity awareness to Mortgage Consultants and Managers.

Successfully graduated from “U The Leader” course from U and Improved company, a self-motivating three day workshop that focuses on personal development for both career and life (June, 2013).

Completed Skill Building Workshop for Facilitators, another self-motivating three day workshop that focuses on strengthening presentation and facilitation skills.

Fulfilled a Training Facilitator role for new hire training in April, 2015. Promoted from Team Leader to Loan Administration Manager 2/2013. Promoted from Sales Specialist II to Team Leaders 6/2011. Awarded Sales Specialist Of The Month a total of fifteen times from 2/2007 – 6/2011.

Loan Officer2/2006 – 2/2007 Nova Star Mortgage/Oak Street Mortgage, Scottsdale, AZAssisted homeowners looking to improve current financial situation. Completed applications with all relevant information needed to begin loan process. Advised customers on credit situation after viewing bureau report. Ordered appraisals, which were required to complete loan process.

Senior Loan Officer5/2005 - 1/2006 Homeowners Loan Corporation, Phoenix, ArizonaAssisted homeowners looking to improve current financial situation. Completed applications with all relevant information needed to begin loan process. Advised customers on credit situation after viewing bureau report. Ordered mortgage histories, payoffs, title information and appraisals, which were required to complete loan process.

Systems Analyst4/2002 - 2/2005 Green Tree Financial (Formerly Greenpoint Credit), San Diego, CaManaged all customer service applications and reported any issues through the appropriate channels. Calculated individual agent information and set goals for the staff for monthly incentive payouts based on numerous achievements. Wrote and edited training materials and desktop procedures for training and audit purposes. Created and maintained quality assurance "trends" report which provided feedback to staff members on customer service calls, resulting in significantly fewer compliance errors. Completed daily credit bureau update requests submitted by customers and regional offices. Transmitted updated customer information to the three major credit bureaus appropriately.

Promoted to Systems Analyst from Senior Customer Service Liaison 12/2002

Client Services Supervisor6/2001 - 3/2002 Telespectrum Inc., San Diego, CaMonitored associates performance using detailed reports. Received escalated calls from associates when customers required Supervisor assistance. Conducted quality assurance monitors on all team members per month to provide appropriate feedback. Interviewed potential new staff members during critical re-vamping stage, resulting in client's goals for the quarter being achieved.

Supervisor12/1999 - 2/2001 The Sutherland Group LTD., San Diego, CaHandled commission payouts for over (140) one hundred-forty representatives on cable internet sales program. Escalated customer issues concerning failed installations, trouble calls and discrepancies in accounts to local dispatch or Field Support Officer. Conducted quality assurance monitors on all team members per month to provide appropriate feedback.

Selected as Program Manager on an interim basis for a period of (3) three months before downsizing of department took place.

Supervisor9/1997 - 12/1999 TeleSpectrum Inc., San Diego, CaMonitored associates performance using detailed reports. Received escalated calls from associates when customers required Supervisor assistance. Conducted quality assurance monitors on all team members per month to provide appropriate feedback.

Led a team of (10) ten staff members through a series of provisional client driven programs, resulting in client receiving feedback on customer satisfaction.

Communications Chief/Forward Observer 8/1992 - 11/1997 United States Marine Corps, Camp Pendleton, Ca.

Led a team of (6) six on the Supporting Arms Liaison Team (SALT) for an elite Marine Corps Airborne Unit. Controlled communication links for Naval Gunfire, Close Air Support, Artillery and Mortars, working with all four branches of the U.S. Military. Completed two successful Western Pacific tours, lasting six months each, and training in such countries as Korea, Saudi Arabia, Jordan, Kuwait, and the state of Hawaii.

Honorable discharge received 11/20/1997. Promoted to Sergeant (E-5) in May, 1997. Promoted to Corporal (E-4) in November, 1995.