Self-motivated professional with a solid background-16 Years experience in Mortgage Counseling, Financial Counseling, and Quality Assurance. Passionate in helping people build successful financial futures.
Fannie Mae, VA, FHA, and Reverse Mortgage
Certified Personal Trainer
Pre-purchase Mortgage Counseling
Customer Care Communication
CFPB, FDCPA, ECOA, FCRA,RESPA, and FHLMC
General Manager/Personal Trainer10/2017 to CurrentAnytime FitnessFrisco, Texas
Professional Quality Management08/2016 to 06/2017CoreLogicIrving, Texas
As the Quality Assurance Specialists responsible for collecting, coordinating, evaluating, and providing call data for associates to Supervisors. Providing coaching, feedback, and reporting. Participate in both internal site and client calibration sessions; prepare and complete reports in order to meet contractual requirements. Gather information, observe the process and participate in efforts to constantly look for opportunities to improve current quality assurance processes and associate performance. Communicate ideas for improvement to the Supervisors and the leadership team on a regular basis. (Observation, innovation, creativity, collaboration, communication) Responsible for creating and updating internal information web content-company procedures with Rental Property Solutions department and the Credco department.
Manager02/2009 to 02/2015CCCS of Greater DallasDallas, TX
Role: Main Office
Telephone Counseling Manager
Foreclosure prevention specialists who are accredited by Gold Standard
Organizational metrics. Responsible for high crisis cases regarding helping and
assisting homeowners to prepare for retention or liquidation options
To ensure ongoing accreditation, resolve training challenges and implemented
ideas for improvement
Monitored 8 office locations and their counselors in
the areas of Housing Counseling and all new counseling sessions quarterly.
Reaching financial stability recovery from traumatic life events such as
natural disasters of flood, fire, loss of loved ones, illness, identity theft
Evaluated, tracked and coached the daily activity of our team of 12 counselors
and administration staff through our Customer Service System. This application
includes phone activity supervision, peering and assistance to counselors and
manager for branches in Dallas (TX), Arlington (TX), Austin (TX), Colorado
State (CO) Colorado Springs (CO) and Pueblo (CO)
Educate customers on the variety of loan products and available credit options. Build knowledge about latest banking products. Provide expert financial advice on mortgage and both educational and personal loans
Managed responsibilities leveraging the Customer Care
Creditor communications on behalf of clients
Successful completion of debt management plans
Answer ongoing counseling for life event
Hears client/Lender complaints and concerns and
assist in resolution in a timely manner
Scheduled and coordinates with assistance of the
Employee staff meetings
Assist in maintaining departmental procedure
Provide ongoing training and evaluations of
employees through regular observations and assist employees by providing
Complete employee performance reviews for
Telephone Customer Service Representatives and Counselors
Stay current and adhere to company policies,
procedures, and guidelines
Maintain client confidentiality
Maintain and enter accurate attendance – prepare
employee time for human Resources Pay roll
Manage a filing system of client agreements and
Responsible for securing the office and maintaining safety
Assist clients in the resolution of budget,
housing, bankruptcy, and debt problems using resources to impart information.
Implement Debt Management Plans as necessary
Monitored Customer Service Representatives and
Counselors using recording and observation forms monthly for CCCS, HUD, NFCC
(National Foundation for Credit Counseling), and HPF (Homeownership
Preservation Foundation) - for the Homeowners Hope Hotline
Fill in when employees are absent from work
Ensures procedures are updated, documented and
Assist in community outreach by making public
appearances, creditor visits, attending workshops, and or conducting seminars
Must provide counseling in all areas of
certification; Budget, Debt Management Plans, Credit report Reviews,
Pre-Purchase Counseling Life events, Foreclosure Prevention and Bankruptcy
Counselor02/2001 to 02/2009CCCS of Greater DallasDallas, TX
Home Buyer Education
Reverse Mortgage Counseling
Budget and Credit Counseling
Credit Report Reviews
Life Events Counseling
Job Loss Counseling
Divorce Financial Counseling
Death of a Family Member Financial Counseling
Quality Improvement Team Auditor
Ensure Ongoing Accreditation
Resolve training issues and implement ideas for
-US Department of Housing and Urban Development.
-National Foundation for Credit Counseling renewed in 2015.
-Recertified Consumer Data Association Fair Credit Reporting Act.
-Neighborworks America Training Division.
-Gold Standard Customer Care
Certification: Certified Personal Trainer2015National Council On Strength and Fitness
Budget, Coaching, Counselor, Counseling, CPT, Credit Report Review, Client Care-Customer Service, Financial Planning Forms, Human Resources, Leadership, Excel, Microsoft Office Suite, Power Point, Performance Reviews, Quality, Relationship Building, Reporting, Safety, Seminars, Supervision, Teacher, Call Center, Workshops, Basic Web Development/Programming, DOS, AS400, Caliber and FiServe.
-US Department of Housing and Urban Development.
* 2001 -National Foundation for Credit Counseling renewed in 2015.
* 2001 -Recertified Consumer Data Association Fair Credit Reporting Act.
* 2013 -Neighborworks America Training Division.
* 2009 -Gold Standard Customer Care
* 2014 Certification : Certified Personal Trainer 2015
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