F. Julian Sado        

Phone: 214-945-9700

Frisco, TX        

Email:          

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 

WORK EXPERIENCE CONTINUED   
 
USAA                                          Phoenix, AZ     2007- 2015  Manager/L & D

Mortgage Lenders Network    Phoenix, AZ     2006- 2007  West Coast Regional Director 
 
 

ADDITIONAL EXPERIENCE   

Raytheon Corp - Contracting/Consulting: Consisted of training and development, facilitation, motivational seminars, and Systems, Operations, and Process (SOP) review/design.  Duration of time ranged from one week to six months. Full list available upon request.  
 
▪ AT&T  ▪ Chrysalis Foundation  ▪ Crunch Fitness ▪ Direct TV  ▪ Equally Yoked ▪ Gateway Computers  ▪ GB Data  ▪ GE Home Finance  ▪ Girl Scouts of America – Meza, AZ 
 
▪ International Association of Administrative Professional  ▪ MicroWareHouse  ▪ New Life Center, AZ  ▪ Remedy Staffing  ▪ Revgear Sports ▪ Seven Canyons Resort & Golf Course ▪ Service First Mortgage 
 
▪ Swift Trucking ▪ Sony Pictures  ▪ TRC Staffing  ▪ Teletech International  ▪ Westford School of Real Estate  ▪ Washington Mutual Bank  ▪ Ironco Enterprises ▪ Boys and Girls Club Phoenix AZ.   

OTHER KEY ACCOMPLISHMENTS

• Created and managed test POD for outbound sales initiative that became a new department with Mortgage Originations  

• Represented companies at recruiting/charitable 5013c events and sponsored functions throughout the country

• Created and maintained call listening weekly sessions that improved call quality and coaching that guaranteed employee compliance with business objectives.

 • USAA POC for United Way Drive – Broke records three years in row on donations

 • Focused on corporate initiatives by designing and managing performance management tools

• Created on-line HR friendly coaching forms  

• Managed curriculum and programs that were consistent with the company overall Learning and Development strategy

• Reviewer of CEO Town Hall speeches prior to events to infuse NLP techniques to build morale

• Responsible for dealing with complex and diverse managerial and customer/member related problems  

• Co-developed and facilitated a full spectrum of training for new sales, processing, and underwriting initiatives.  • Created and delivered in-house management and leadership training classes and programs

 • Extensive travel Nationwide, recruiting, teaching sales, motivation, and system training from groups of 30 to 200 employees