Montgomery Street, San Francisco, CA94105(555) 432-1000, resumesample@example.com
Summary
Mortgage Servicing Team Manger and dedicated team player experienced in overseeing operations of individual and multi-unit facilities. Develops successful programs to improve profitability.
Highlights
Reliable
Excellent communication skills
Strong interpersonal skills
Dependable
Expert in risk management
Proficient in MS Office, Word, Excel, and PowerPoint
Complex problem solving
People-oriented
Detail-oriented
Excellent time management skills
Excels in team leadership
Excellent work ethic
Accomplishments
Emerging Leadership Program
Manager of the Month
Service of Excellence Awards
Top Performing Team
Experience
04/2012 to CurrentOfficer, Mortgage Servicing Team ManagerBank Of America | City, STATE,
Responsible for 22 associates in Plano,TX and Tempe, AZ.
Manage RTNS Claims for FHA Government Loans.
Manage VA Government loans.
Manage RTNS Claims workflow across four different states.
Created all training materials for department
Updated all policy and procedures for LOB.
Train all new hires for department
Coach associates daily for performance.
Created a SharePoint for department use.
Send out daily reports to Senor Leadership.
04/2009 to 04/2012Mortgage Servicing Team Manager Bank Of America | City, STATE,
Managed 15-30 associates.
Managed Held For Investor loans(HFI), Servicing for Others loans(SFO), also 1st and 2nd liens
Coach and train associates.
Managed delinquency stages 30-180 day accounts.
Managed Centralized Dialer teams.
Managed True Account Ownership Teams
Managed additional associates that were responsible for Departmental Escalations.
Created SharePoint for True Account ownership team to filter daily work.
Side by Side Monitoring
Call Calibrations
Responsible for Customer Experience Surveys for three sites and build reporting for Senior Leadership
Responsible for Voicemail Reports and departmental extension deployments.
09/2008 to 03/2009Outsourcing Liaison- Vendor ManagementBank Of America | City, STATE,
Responsible for 335 agents and Team Leads
Managed delinquency stages 30-150 day Spanish and English accounts
English and Spanish Call Listening sessions.
Browse sessions
Based on daily productivity report I would identify need for improvement and provide feedback to agents and their Supervisors weekly.
Meet with Director weekly to come up with different strategies to improve performance.
Facilitate Education to Team Leads and New Hire Classes.
Education
Expected in | Exercise and Sports ScienceUniversity of North Carolina at Greensboro, Greensboro, NCGPA:
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