Seeking to obtain a challenging and rewarding position that would utilize my experience and knowledge to
contribute to the success of the company while providing opportunities for personal growth and advancement. Results driven customer service professional with over 10 years of experience supporting managers and
executives in fast paced environments. Possesses excellent communication, leadership and problem-solving
skills and a proven ability in cultivating positive relationships with clients and colleagues.
Skills
Office Administration Creative
Workflow Analysis Critical thinker
Customer Service Attention to detail
Project / Account Management Team building
Quality Assurance Microsoft Office Suite
Organized / Able to multi-task Types 60 WPM
Education and Training
Western Governors University, TexasExpected in – –Bachelor of Science:Business - Healthcare Management - GPA:Business - Healthcare Management
Kaplan UniversityDavenport, IowaExpected in 2012 – –Associate of Applied Science:Business Administration - Business Management Awarded - GPA:Business Administration - Business Management Awarded Cum Laude 3.59
Experience
CITI Mortgage - Homeowner Solution Specialist / Advisor City, STATE, 06/2011 - 10/2015
Managed a portfolio of 200 plus loans including (Fannie Mae, Freddie Mac, FHA, VA risk and
custom accounts).
Analyzed / Reviewed all mitigation options to support homeowner's needs (Reinstatement,
Repayment Plan, Special Forbearance, Modification, Short Sale, and Deed In Lieu of Foreclosure)
Verified modification documents are received complete and current per guidelines.
Reviewed
determination options; made approval and denial decisions to workout programs.
Calculated monthly payments and approved client repayment plans.
Handled inbound / outbound calls from internal and external clients, manager and turnover calls.
Researched requests and general collector assistance.
Explained approval and decline reasons to clients relating to the loan status and loss mitigation
decisions.
Sent out daily reports for team to ensure peers remained on course with their productivity.
Developed solutions to various issues as a member of the Voice of the Employee / Stars
Committee.
Participated in surveys and discussions on various brand initiatives as a member of the Employee
Advisory Board.
Identified process inefficiencies through gap analysis.
Composed and drafted all outgoing correspondence and reports for managers.
Mapped current
processes and offered recommendations for improvement.
Verizon - Media Consultant / Account Manager City, STATE, 05/2006 - 07/2011
Assisted customers with their company's advertising needs by working closely with clients to identify
their needs and challenges and provide solutions-oriented campaign themes.
Cultivated and managed relationships with key clients, vendors and community partners.
Proofed and approved production and printing drafts of promotional materials.
Consistently met and exceeded revenue quotas.
Managed time in a fast-paced environment to meet deadlines.
Informed advertisers of overdue accounts and amount currently owed and proposed strategies that
would assist in resolving past due debt.
Offered and implemented repayment plans and new terms of
sale.
Collected payments on past due invoices.
Protection Link, Inc - General Manager / Sales Coordinator City, STATE, 07/2005 - 04/2006
Trained sales representatives and telemarketers.
Worked with vendors to order and maintain inventory of office supplies.
Assisted dispatch supervisor with daily functions.
Utilized problem solving and communication skills to troubleshoot complex technical issues with
clients.
Oversaw daily operations and advised management on marketing strategies.
Oversaw and managed over (50) sales representatives.
Marketed surveillance camera and alarm systems to Fortune 500 companies.
Developed methods to establish and clarify customer objectives.
Created market and customer-specific marketing solutions for managed brands.
Developed metrics and measured success to further penetrate the marketplace.
ADT Security Services - Small Business / Residential Associate City, STATE, 08/2000 - 06/2005
Implemented training course for new recruits.
Assisted technicians with troubleshooting.
Ensured compliance of quality requirements with technicians.
Created / built shell accounts to establish new customers for ADT.
Monitored quality assurance levels with clients.
Reported customer concerns to branch management.
Researched and customized service proposals for clients.
Consistently hit and exceeded sales goals by 20%.
Built strong client relationships and provided high value-adding services, resulting in a 15% company
market share increase.
Listened attentively to client feedback and worked with product development team to introduce
revolutionary service expected to generate $3M in revenues.
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