Over 6 years of experience in non customer service facing roles and 1 solid year in a direct customer service role.
* Supervision & Office administration experience.
*1 year in a supervisor position.
Summary of Skills
Proficient in all Microsoft Office programs.
Case Management in Line QA AnalystOct 2010 to Oct 2016 Bank of America － Plano, Texas
analytical and administrative support within an internal control environment.
Assists team in gathering, organizing, and processing data that
helps track, report and manage internal control gap issues and mitigation
substantial knowledge of operating policies and procedures, works with internal
customers to establish and perform quality control, and assists with analysis
and development of recommendations.
independently on general assignments, with the direction of more senior staff,
on complex projects and analysis.
statistical reporting and undertaking audits to ensure compliance with control
procedures, as well as working with internal QC/QA partners and business
Manual modifications of DOJ, SFO and FNMA loans.
Review IIN Letters for Accuracy and Completion.
prevention and detection.
Created internal and external user documentation
through complete life cycle.
Business Control Specialist/
Performed regular statistical reporting and undertook audits to
ensure compliance with control procedures; as well as working with internal
QC/QA partners and business partners.
Researched and documented organizational review, workflow and
Analyzed and assembled data to define problems.
Completed loan-level research in support of high-level program
Reduce/Mitigate risk by performing cost analysis on underwritten
Provided analytical and administrative support within an internal
Provides guidance to associates within unit regarding procedural,
technical and/or operational changes.
SFO ILQA Production
Analyzed procedures, regulatory and investor requirements to
develop and enhance the Line of Business.
Performed audits and risk management on underwriters to identify
any issue that required remediation.
Evaluated credit decisions for accuracy based upon established
Assisted in designing, documenting, implementing and monitoring of
Provided guidance to associates within unit regarding procedural,
technical and/or operational changes.
Insurance Verification Specialist Jul 2010 to Oct 2010 HMS - Health Management Systems － Las Colinas, TexasI verified several Medicare and Medicaid insurance plans
with different insurance companies/carriers to make sure the effective and
termination dates are accurate and correct. I also verified the member's
demographic information, and policy type to ensure that they as well are
correct; along with other insurance verification steps.
Customer Service RepresentativeOct 2009 to Jul 2010 Humana Insurance Company － Irving, TexasI used a number of systems to assist customers through
inbound calling updating members demographic information as needed, I also
Insurance plans and advised members about different Humana
plans. I made PCP changes
When necessary and assisted customers to find in network
As well as, helped pharmacist to complete medication
overrides when a member needed medication. I also processed payments in the
Humana billing system, while explaining any information regarding several
different insurance plans.
Collector (Internship)Jul 2009 to Aug 2009 Physicians Reimbursement Experts － Rowlett, Texas
Verified insurance on patients claims.
Called Insurers to see whose responsibility payment was.
Posted payments and wrote off claims as needed.
Mailed corrected claims with all needed
Worked through the system of AllMeds (Similar to
Kept log on an Aged Receivables (EOB's needed,
paid accounts, patient responsibility and insurance responsibility)
Medical Billing and Coding2009Sanford Brown Institute － Dallas, Texas, United StatesThis Certification was obtained in order to gain professional development in the medical field. I was in the Top 10% of Class.
High School2006Pegasus School of Liberal Arts & Science － Dallas, Texas, United StatesI received my HS Diploma with honors also graduating in the Top 5% of my class as Valedictorian.
Associate of Arts, Criminal LawEl Centro Community College － Dallas, Texas, United States
Fluent in speaking and writing English with a minimal understanding of how to comprehend and speak Spanish.
Proficient in all Microsoft office programs including Microsoft Excel. 10 key as well as AS400.
Strong Computer and Analytical skills.
Extensive overall knowledge of the Mortgage Loan Origination System, and an understanding of the Mortgage Loan Life Cycle.
Agile and Waterfall product development background.
Excellent verbal and written communication.
Long term experience in a paperless Loss Mitigation environment.
Ability to translate business requirements into technical specifications.