More than 15 years experienced supervisor and trainer; able to explain information clearly, recognize excellence in individuals, and inspire team members to achieve their potential. Highly recognized for resourceful customer relations focused, effective conflict resolution and problem solving.
Supervised a team of 15-30, reviewed daily adherence and prepared reports on team efficiency for management.
Gathered and analyzed service performance metrics and data.
Managed real-time productivity resulted over 90% monthly team projected adherence goals.
Responded to consumer escalated and/or priority issues, performed complex research, and provided thorough and accurate Information regarding Health Benefit Plans.
Recommended changes to existing policies and procedures as required to improve and support changing business requirements.
Developed and updated training curriculum and materials.
Conducted client meetings provided daily team metric reporting.
Trained all new hire supervisors with daily procedures and completion of daily agenda.
Ensured effective human resource administration including, interviewing, staff payroll, annual evaluations, hiring, coaching, training, mentoring, recommending promotions, and corrective actions, and terminate associates within guidelines.
Prepared side-by-side monitors, daily QM listening per agent, weekly calibration sessions, documented incoming telephone Calls and provided continuous feedback to staff.
Led a team up to 60 call center customer service associates in providing exceptional customer service and outstanding quality.
Customer satisfaction - interacted with internal and external clients to ensure continuous customer satisfaction.
Maintained staffing schedule and daily time sheets.
Interviewed prospective job applicants and assists in the hiring process.
Administered, processed and maintained staff payroll, personnel reports and management summary reports.
Managed department calendar and scheduling time off requests, tracking staff attendance and any other needs of the department.
Handled escalated calls and resolve client problems in a timely and accurate manner.
Prepared performance management plans for associates.
Overseen a staff up to 15 in the operations of the community to ensure performance at or above annual budget.
Developed strategies and executed action plans to maximize profitability and minimize loss in operations.
Developed the team through effective coaching and counseling techniques.
Maintained accurate records of all community transactions and submit on timely basis (i.e., rent rolls, delinquency reports, move-in/move-outs, etc.).
Prepared annual budgets and income projections in a timely and accurate manner.
Ensured that all rents and late fees/check charges are collected, posted and deposited in a timely manner.
Generated necessary legal action, documents and process in accordance with State and Company guidelines.
Provided constant vendor/contractor communications concerning scheduling, billing, vendor relations and certificates of insurance.
Ensured that A/P invoices are submitted to the corporate office for payment, handle petty cash and all funds.
Developed and/or implemented resident retention programs (i.e., resident functions, special promotions, monthly newsletters, etc.).
Planned weekly/daily office staff meetings, schedules and assignments.
Ensured all administrative processes involving personnel were handled on a timely basis (i.e., performance evaluations, salary reviews, time sheets, change of status forms, etc.).
Pulled and reviewed pipeline reports at the start of each day.
Entered loan information into the loan origination system and updated the estimated closing dates and file status dates as received.
Reviewed new loans, order all third party documentation and sent needed items list to Borrower, Loan Officer (LO) within 3 business days of receiving file.
Analyzed credit, review asset statements, review income documents and calculated figures such as income from pay-stubs and tax returns, loan percentages, and debt ratios.
Submitted 95% of loans to Underwriting within 10 calendar days of receiving file.
Sent Borrowers “Conditional Approval Letter” listing Underwriting Conditions within 3 business days of receiving the Conditional Approval.
Reviewed underwriting conditions upon approval and communicated to the Borrower, LO, all required documentation needed to receive a clear to close on the file.
Communicated clearly and professionally with all clients, internal staff and other associated external agencies to facilitate all processing issues in a timely manner.
Documented Conversation Log in loan origination system documented all work performed on files as well as all correspondence with Borrowers, Loan Officers and associated external agencies.
Provided a high level of processing support to experienced Loan Officers requiring additional assistance on high volume of complex files.
Provided guidance as needed, utilizing past training and experience, to other Processors in the Company to support the entire Processing Team.
Regarded as one of the company's most productive loan processors, recognized for loan processor for the quarter in 2005, 2006 and 2007.
Provided guidance to 10 on site processors to support the entire Processing Team.
Initiated and maintained contact with agent/customers throughout the processing period, assisting them with any questions and notified them of any additional information needed.
Ran AUS and review findings for submission criteria
Ordered credit reports, appraisals, title insurance, flood certificates.
Prepared loan package for submission to underwriting management team.
Analyzed underwriting conditions and notified agent/customer of items requirements.
Communicated with appropriate party to satisfy lender conditions, ordering VOD, VOE, etc. as necessary.
Reviewed and satisfied funding, post-funding, closing, and post-closing conditions.
Administrative; Analytical, Customer Service, YARDI; MassServe, MA21, hCentive, CRM application; Call Calibration, Coach and Develop; Effective Communication – Verbal and Written; Contracts; experience administering, processing and maintaining staff payroll in software such as (Kronos, ADP and UltiPro) Data Analysis; Data Entry; Internet; MS Office – Excel, PowerPoint, Outlook and Word; MS Windows; Negotiation; Presentations; Problem Solving; Research; Sales; Training; Supervise, motivate, and evaluate the work of staff. Prepare and maintain clear and accurate reports, correspondence, policies, procedures, and training materials. Counseling, People skills: enthusiastic people person, advanced problem-solving, great organizational skills.
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