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Project Specialist Resume Example

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PROJECT SPECIALIST
Summary
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.
Experience
Project Specialist 10/2015 to 10/2016 CoreLogic Plano, 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 Manager 05/2009 to 10/2015 Bank of America/Landsafe Plano, 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.
  • Managed 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 II 02/2004 to 05/2009 Countrywide/Landsafe Plano, Texas
  • Performed the duties of supervisor when existing supervisor was not present escalations, training, and adjustment to appraiser profiles.
  • Monitored the lotus notes database to 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 person being interviewed fits in with the team.
  • Perform order audits to improve team performance.
  • Assisted the appraisers in management of appraisal orders including managing fees, scheduling, maintaining their monthly quota and end of the month commission statements.
  • Delegated the workload of the department when employees are absent to make sure that the department runs smoothly without involving management.
Senior Customer Specialist 10/1998 to 01/2004 American General - AIG Dallas, Texas
A global financial institution providing service for consumer financing, life, health insurance and annuities.
  • 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.
  • Identify and analyze situations related to in force policies to make sure issues were addressed correctly.
  • Assist the accounting department in processing premium payments and adjustments to billing types including automatic debit, government allotment and direct billing.
  • Trained and monitored new Manilla employees during the transition of out sourcing the customer service calls.
Education
High School Diploma Longview High School Longview, Texas
Skills
  • Lotus Notes
  • Excel
  • Outlook
  • Power Point
  • Word
  • StatusMart
  • Ifulfill
  • AS400
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Resume Overview

Companies Worked For:

  • CoreLogic
  • Bank of America/Landsafe
  • Countrywide/Landsafe
  • American General - AIG

School Attended

  • Longview High School

Job Titles Held:

  • Project Specialist
  • Operations Manager
  • Customer Account Representative II
  • Senior Customer Specialist

Degrees

  • High School Diploma

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