A strong customer service background in financial services with over 12 years in the mortgage industry, 10 years in the insurance industry and 6 years in management experience which shows my versatility and dedication. I feel that my experience, problem solving skills will contribute to customer satisfaction and profitability.
Project Specialist10/2015 to 10/2016CoreLogicPlano, Texas
Prepared and analyzed reporting related to completed appraisals to determine if the mandated correction rate is maintained efficiently.
Delivered feedback to management regarding research completed to improve the quality of appraisal products to our customers.
Provided reporting to management related to phone calls received through the call center to identify needed head count and avoid abandon calls.
Generate reporting to ensure emails are being responded in the expected service level agreement to our customers.
Added user accounts for new employees, made adjustments to user profiles when tickets were presented.
Identified and resolved issues pertaining to new appraisals orders placed by the customer.
Operations Manager05/2009 to 10/2015Bank of America/LandsafePlano, Texas
Managed a team of over 18 that included full time and contract employees.
Created procedures and reinforced company policies to staff to insure appraisal orders are processed proficiently.
Managed and implemented tools to maintain a 90% to 100% service level agreement to insure mortgage loans close on time.
the correction and the reconsideration of value on completed appraisal reports.
Assisted Loan Officers, Underwriters and Regional Chief Appraisers with the review and escalation of completed appraisals.
Educated customers on the correct appraisal form to submit for loan loan processing.
Managed team performance, quarterly /annual reviews including monthly performance conversations.
Completed the review of purchase contracts, titles and HOA questionnaires.
Customer Account Representative II02/2004 to 05/2009Countrywide/LandsafePlano, Texas
Performed the duties of supervisor when existing supervisor was not present escalations, training, and adjustment to appraiser profiles.
Monitored the lotus
make sure emails are handled timely and efficient manner.
Participated in the recommendations of new hire employees to the supervisor to
make sure that the
interviewed fits in with the team.
Perform order audits to improve team performance.
appraisers in management of appraisal orders including managing fees, scheduling, maintaining their monthly quota and end of
Delegated the workload of the department when employees are absent to make sure
department runs smoothly without involving management.
Senior Customer Specialist10/1998 to 01/2004American General - AIGDallas, Texas
financial institution providing service for consumer financing, life, health
Educated policyholders via phone inquiries regarding the various life insurance products offered. Including request related to cash value, loan requests, policy status, billing and claim forms.
Assisted agents in updating customers profiles, commission statements and running new proposal estimates.
and analyze situations related to in force policies to make sure issues were addressed correctly.
accounting department in processing premium payments and adjustments to billing types including automatic debit, government allotment and direct billing.
monitored new Manilla employees during the transition of out sourcing the customer service calls.
High School DiplomaLongview High SchoolLongview, Texas