LiveCareer-Resume
Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - resumesample@example.com - -
Summary

Energetic, assertive and adaptable employee who can effectively multi-task in challenging situations and meet critical deadlines. Experience in: Commercial & Business Loans, Lending Management, Due Diligence & Audits Portfolio Management, Call Center Operations, Special Asset Management Small Business Unit (SBU), Staff Development & Leadership, Loss Mitigation, Client Service & Support, Conflict Resolution, and Communication / Telecommunication.

Highlights
  • Exceptional customer service, Qualified in Retail and Commercial Lending as well as servicing, Strong sense of banking ethics, Debt and credit management, and Excellent communication skills.

  • Microsoft Office (Word, Excel, PowerPoint, Outlook), Google Docs, Genesis, Melita, Star (M&I), CPI, Mosaix, Center View, Point, Goldworks, Loan Works, and Opits.
Accomplishments

Managed 75 employees up to 35 calls in queue per minute. Exceeded corporate target for customer satisfaction for 4 months in a row. Promoted to Call Center Manager in 2001.

Personal awards

  • Enova - Top performer - May 2014
  • PNC Mortgage - Top performer Customer Service - June 1997

Employee Training

  • Educated new employees on proper facility procedures and policies.
  • Instructed and administered facility policy exam to new employees.

Customer Service

  • Collaborated with [teams, departments, clients] to ensure the delivery of efficient, high-quality service.
  • Consistently recognized by management for providing superior customer service.

Experience
2014 to 05/2014
Call Center Collections -Team Lead Go Riteway Transportation Group Wi Heights, WI,
  • Enova is a web-based consumer lending company serving six million customers.
  • Coach a team of 33 employees, resolve customer escalations, contact customers regarding escalated issues, develop employees and train as required.
05/2013 to 2014
Operations Supervisor Mphasis Limited Dallas, TX,

Alta Bicycle Share designs, deploys, and manages bicycle share systems, enabling ready access to bikes for urban residents and visitors while improving mobility and livability in the communities we serve with 100 employees.

  • Managing operations center, dispatch and supervise rebalancers, handled customer service issues, prepared reports to senior management, scheduling and coordinated special events to correspond with the new bike share program and activities in Chicago.

Highlights & Achievements:.

  • Created, and analyze daily management reports.
  • Create work flow process in a management environment.
  • Resolved guest complaints.
05/2012 to 05/2013
Associate Vice President Aew Capital Management Boston, MA,

Professional financial services and due diligence company with over 300 employees.

  • Worked closely with [clients, team, customers] to produce quality due diligence on over 75 files per day.
01/2007 to 04/2012
Assistant Vice President California Water Service Group Bakersfield, CA,

Review servicing delinquency portfolio, small business unit, retail, banking, FHLMC, HAMP, and FNMA, performed credit analysis, decisioned to modify, or foreclose based on results.

Worked closely with [clients, attorney, customers] to produce performing asset in my portfolio.

Highlights & Achievements:.

  • Created and distributed clear, concise Memo to senior management with analysis and suggestions on work flow suggestions..
  • Increased file review and reporting rate through efficiency initiatives.
  • Consistently resolved delinquencies through foreclosure decisions and timely transformation of non-performing loans into performing loans.
  • Hand-selected by management to deploy HAMP program for department.

    2005 to 01/2007
    Call Center Manager Drivetime Lubbock, TX,
    • Trained, evaluated, and led over 50 total employees, including 6 management/supervisory personnel, across 2 inbound call center locations.
    • Administered call flow of up to 185 calls per minute with ideal efficiency and quality.
    • Resolved escalated client issues to increase satisfaction.
    • Highlights & Achievements:.
    • Lowered staff turnover 65% within a year through morale and team-building efforts.
    • Cross-trained 15 new call center representatives in all aspects of lending support.
    2002 to 2005
    Loan Fulfillment Team Manager Washington Mutual - JPMorgan Chase & Co City, STATE,
    • Managed retail mortgage loan origination in collaboration with processing, underwriting, and settlement groups.
    • Coached, motivated, and supervised over 70 full-time, contract, and temporary employees.
    • Identified and resolved client problems in a timely fashion.
    • Highlights & Achievements:.
    • Established and educated 2nd shift processing team to enhance lending compliance.
    2001 to 2002
    Default Dialer Analyst NATIONAL CITY MORTGAGE City, STATE,

    Analyzed delinquency portfolio and created calling campaign based on delinquent accounts.

    1992 to 2001
    Default Dialer Analyst – Call Center Manager WASHINGTON MUTUAL FNA PNC MORTGAGE City, STATE,

    Successfully managed the activities of 75 team members in multiple locations. Monitored the daily activities of 75 customer support teams. Developed, implemented and monitored programs to maximize customer satisfaction. Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives.

    1997 to 1999
    Senior Loss Mitigation Specialist PNC Mortgage City, STATE,

    Diligently reviewed the specialty loan portfolio for compliance with all reporting requirements.

    1992 to 1997
    Customer Service & Collections Representative PNC Mortgage FNA Sears Mortgage City, STATE,
    • Earned numerous awards for quality of performance.
    Education
    Expected in
    Life Insurance Certificate - State of Illinois Commercial Loan Regulations & Fair Lending Processing, Closing, & Underwriting / Fair Lending - Washington Mutual Tax Preparation - H&R Block Business Writing Grammar - Dun & Bradstreet Managing Projects & Performance Employee Supervision & Coaching Dealing with Difficult People & Stress :
    - ,
    GPA:
    Skills

    Auditing,Banking, Business Writing, Call Center, Team Coaching, Credit Analysis, Crystal Reports, Customer Service, Due Diligence, and Insurance sales.

    By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

    Disclaimer

    Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.

    How this resume scorecould be improved?

    Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:

    resume Strength

    • Clear Contact Info
    • Personalization
    • Target Job

    Resume Overview

    School Attended

    Job Titles Held:

    • Call Center Collections -Team Lead
    • Operations Supervisor
    • Associate Vice President
    • Assistant Vice President
    • Call Center Manager
    • Loan Fulfillment Team Manager
    • Default Dialer Analyst
    • Default Dialer Analyst – Call Center Manager
    • Senior Loss Mitigation Specialist
    • Customer Service & Collections Representative

    Degrees

    • Life Insurance Certificate - State of Illinois Commercial Loan Regulations & Fair Lending Processing, Closing, & Underwriting / Fair Lending - Washington Mutual Tax Preparation - H&R Block Business Writing Grammar - Dun & Bradstreet Managing Projects & Performance Employee Supervision & Coaching Dealing with Difficult People & Stress

    By clicking Customize This Resume, you agree to our Terms of Use and Privacy Policy

    *As seen in:As seen in: