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CynthiaSoukup
- 1. CYNTHIA MARIE SOUKUP 414.412.9099 ? cynthiasoukup@gmail.com QUALIFICATION SUMMARY Work Director with eight years of hands-on experience in multiple facets of Consumer Financial Services and Customer Service, with a primary focus on ensuring compliance with procedural and regulatory concerns. Specific expertise includes: ? Procedure Evaluation ? Customer Service ? Team Leadership ? Mentoring and Peer Training ? Trending Analysis PROFESSIONAL PROFILE Wells Fargo Home Mortgage¡ªMilwaukee, WI 2010 ¨C Present One of the nation¡¯s largest financial institutions, serving 70 million customers in more than 130 countries Work Director ? Innovate and create new and unique methods and procedures to enhance and improve site performance ? Partner with leadership to develop and maintain Work Director roles and responsibilities in the Milwaukee Site ? Identify opportunities to improve customer-impacting and departmental processes, balancing continuous improvement needs with collaborative efforts to achieve organizational goals ? Manage risk through analysis and maintenance of reporting on regulatory and compliance performance including Article IX and annual required training (ART) coursework ? Collaborate with varying levels of management to ensure consistent delivery and timely action on reporting pertaining to key performance indicators ? Organize and implement off-site leadership team-building events and site luncheons ? Develop and maintain methods of tracking and trending site performance as part of the Manager on Duty pilot program Mortgage Servicing Specialist III ¨C Email Correspondence/Telecommunications ? Participate in User Acceptance Testing for functionality of key systemenhancements ? Encourage individual growth and development of employees through participation in the Milwaukee Mentoring Program ? Report and present the status of research requests and their success/fail rates in conjunction with proposed changes, procedural tips, and additional training to various skill levels ? Develop and implement incentive programs to boost teamsales performance on a monthly basis Mortgage Servicing Specialist II ? Utilize effective communication skills to resolve escalated situations and answer questions from borrowers and 3rd parties seeking information ? Demonstrate adaptability in a fast-paced, constantly changing environment Katz Properties, LLC ¨C Milwaukee, WI 2008 ¨C 2012 Residential Rental Company that provides homes and apartments throughout Madison & Milwaukee Manager / Residential Properties ? Primary resource for tenants with property management and maintenance concerns, as well as tenant disputes ? Ensured continued occupancy of twelve units via marketing distribution, hosting events, and preparing new occupant paperwork as well as regular surveillance of the grounds for completing or ordering upkeep maintenance. ? Processor of new occupancy applicants through verifying financials and collection of deposits. ? Secured vacated premises including personal belongings left behind and ensuring the proper procedures for removal of those articles are followed in accordance with tenant rights.
- 2. CYNTHIA MARIE SOUKUP 414.412.9099 ? cynthiasoukup@gmail.com PyraMax Bank, FSB ¨C Greenfield, WI 2007 ¨C 2010 Growing community savings bank serving Southeastern Wisconsin Bilingual Personal Banker / Retail Branch ? Primary resource for bank-client relationship building and expansion of financial services through the processing and sales of financial instruments. ? Team Lead for the American Heart Association Fundraisers ? Successful in expanding our market area through the opening of business funded individual health accounts out of our normal market area ? Participated in numerous community outreach programs to provide at risk youth and their parents financial education Lead Teller ? Processed payments, deposits, and withdrawals ? Balanced vault, teller drawers, and assisted lower level tellers with resolving drawer discrepancies ? Coached tellers on improving cross-sell referrals ? Top performer for cross-sells and new account referrals for 9 consecutive months ? First teller in company history to become a personal banker from the teller line. PROFESSIONAL ACCOMPLISHMENTS Awarded the quarterly top performer Star Award 6 times in three years. Trifecta Award Recipient for meeting ¡®Above Target¡¯ range for all metrics within a month. Increased productivity of email responses completed per hour by 23% within four months Active participant in the Customer Effort Timeline Project Developed marketing campaign for Health Savings Account summer release PROFESSIONAL MEMBERSHIPS / AFFILIATIONS Phi Theta Kappa - National Tech Honors Society - META House Volunteer ¨C American Heart Association - Women¡¯s Team Member Network EDUCATION SUMMARY Bachelors of Applied Science, Criminal Justice, Cum Laude, University of Wisconsin-Milwaukee 2014 Associates of Applied Science, Criminal Justice, High Honors, Milwaukee Area Technical College 2011 Vocational Certification of Intermediate Conversational Spanish, Cuauhnahuac, Morelos, Mexico 2009 PROFESSIONAL TRAINING Leadership Foundations ¨C Positive Coach Approach ¨C Basics of Six Sigma ¨C Introduction to Crystal Reports ¨C Independent Foreclosure Review ¨C Disaster Assistance ¨C Core Resolution ¨C Specialty Loan Servicing