Self-motivated professional highly proficient in developing creative solutions and implementing objective decision making. Maintains positive attitude and works hard to build team relationships. Experience with mortgage servicing and compliance standards - originations, refinance, home retention.
telephone, customer service and computer skills with proficiency in MS Word,
Excel, Power Point, NICE recording systems (Hub I & V); AS400; Loan
Administration Mortgage Portal (LAMP), Loan History Information Systems (LHIS);
Consumer Risk Operations Servicing System (CROSS);
data management; analytics; time
management; collaboration; problem solving; adaptability; leadership;
creativity; critical thinking; strong work ethic.
Implemented several strategies that successfully increased productivity and efficiency of the department.
Promoted to a Quality Analyst after 9 months of employment.
Recognized for excellent performance and efficiency.
Urban Lending Services, LLCWestLake Village, CAQuality Analyst04/2014 to 03/2016
Quality controlled and reviewed the collections servicing and fulfillment departments.
Audited daily production reports for management.
Audited phone calls with precise grading and fair judgment.
Managed strategies to improve time management and production of the team.
Organized workload and distributed within the Quality analyst team.
Bank of AmericaWest Hills, CACollector I - Contractor07/2013 to 04/2014
Servicing home loans, clients' questions via the telephone.
Collections administration including: processing of payments, customer advocacy and updating of financial information.
Research documentation and completion for modification and assistance options.
Big 5 Sporting GoodsOrange, CAFull Time Cashier/ Clothing Manager06/2007 to 06/2013
Cashiered with two cash registers at once in tandem to maximize customer flow.
Up-sold products and motivated customers to upgrade current product plans.
Professionally processed 80 calls per day, providing information and service to ensure customer satisfaction.
Manage clothing department.
In charge of floor setting, cashiers and impulse products).
Pacific Toll ProcessingCarson, CAReceptionist/ HR assistant02/2007 to 06/2007
Worked receiving high volume incoming calls; Responsible for activity of all office, incoming and outgoing mail.
Administered and maintained documentation for all company conferences and meetings.
Responsible for general office: filing, typing, faxing; Extra Duties: Toll Billing, write up Toyota orders, make tags for coils and check and supervised KABAN Delivery Summary Sheet.
Business AdministrationMoorpark College, Moorpark, CaliforniaBusiness Administration
Real Estate SalesReal Estate Trainers, Anaheim, CA