F. Julian Sado
Known for identifying and implementing successful process, service, and sales practices while remaining focused on service centric relationships. Diverse experience in sales, processing, consulting, change management, team, and employee development, infusing N.L.P, emotional intelligence, and behavioral coaching skills.
Contractor/Consultant Coach, Business & Talent Developer, and Trainer 2018 – Present
Simultaneously working with several companies developing new on-boarding, interviewing, sales and service initiatives. Doing daily virtual and face-to-face training and coaching infusing adult learning methodologies. Business development through consulting with HR on process flow, sales development, and system training. Creating employee development and managing training around process roll-outs, sales and processes that align with customer centric touch points. Executive coach for C-suite leaders on employee communication, retention/recruiting, and metrics. Coaching Lenders on escalations, sales, and marketing skills. Identifying operational gaps, creating efficient processes for ROI. Speaking throughout the country for sales, leadership, and service conferences. Creating coaching programs in-line with HR documentation and daily process flow and employee interaction.
Radian Mortgage Insurance National Training Manager 2016 – 2018
Traveled approximately 80% throughout the country doing live and virtual training, ranging from underwriting, self-employed alternative income, fraud, diversity, service, and sales techniques infusing NLP and emotional intelligence. Consulted on best practices with leadership around sales, service, and retention. Managed a content design team, updated content in relation to laws and regulatory changes. Partnered with HR to develop talent sourcing solutions and SOP’s to improve upon existing processes to optimize conversion rates. Mentored and coached Account Managers on brand, employee interaction/on-boarding and customer interfacing. Represented organizations at National MBA events. Prepared and managed my budget to guarantee a return on investment through a dashboard of KPIs.
▪ Increased regional training and consulting by 38% within seven months. ▪ My customer satisfaction scores maintained at 99.8% ▪ Increased Radian MI market share in region by 14% ▪ Developed Web series on EI, resulted in a 38% increase in utilization of National Training and 120% website hits
Capital One Contract -Processing Manager/Command Center 2015 – 2016
Coached processing and sales teams. Tasked to create best-in-class methodologies for an exceptional customer experience and 1st call resolution. Trained front line staff on mortgage 101, emotional intelligence and one-call resolution. Worked with C-suite leaders to determine priorities and ROI with on-line training (Captivate software). Co-created/maintained in-house award program that increased employee satisfaction and collaboration between departments. Managed expert service reps to handle complex customer complaints as they arose. Identified trends, developed strategies to address gaps. Regularly reported on