Audrey C. Williams

*** ********* ******* ************* ** 30046 Phone: 770-***-**** acd8di@r.postjobfree.com

Professional Tenure

**/**** – Current Randstad@WIPRO Senior Customer Service Rep Atlanta, GA

*Answering inbound calls from Mortgagors regarding Interest 1098 statements for 2013

*Posting payments and escrow shortage payments

*Explaining escrow analysis statements, PMI and MIP payments

*Completing Tier 1 troubleshooting on online accounts, resetting userids and passwords

*Confirming Loan to Value ratios for customers wanting to discontinue Mortgage Insurance and PMI premium.

*Reviewing Loan for current Hazard insurance policies and confirming disbursement of payments

to insurance companies and Tax assessors offices throughout the nation.

09/2012 – 11/2013 The Stonehill Group QC Administrator Atlanta, GA

*Managed daily company mailroom operations

*Re-verification of accuracy of all mortgage documents including, verification of employment, appraisals, gift letters, occupancy status of properties,

bank statements and deposits after closing.

*Responsible for transfer of loan files and maintaining file room

*Managed vendors

*Facilitated the weekly destruction of sensitive Loan documents via ShredIt.

*Provided supervisory support, training and work distribution to other employees.

06/1/2008- 09/2012 Alorica Customer Care Rep Kennesaw, GA

*4-5 years of Customer Service/Telephone Interviewer experience

*Answered inbound calls & billing issues from Verizon Wireless customers

*Assisted customers with upgrade purchases, activating phones

*Tier I troubleshooting

*Expedited resolution of escalated Agent calls & assisting Supervisor

*Promoted to Subject Matter Expert ( SME)

*#5 in productivity in 3rdquarter of 2011 among 300 agents

07/2007-04/2008 SQ Strategies Part Time Interviewer Atlanta, GA

*Fielded outbound calls to patients discharged from local and out of State Hospitals

*Conducted interviews regarding their inpatient/outpatient procedures

*Completed patient follow up interviews and inputted verbatim responses

08/2006-05/2007 SunTrust Banks Loan Admin 1 Alpharetta GA

*Conducted Post Closing of Loan Documentation for Residential Builders .

09/2005- 05/2006 Main Street Bank Customer Service Kennesaw, GA

*Prepared Loan packages for closing.

*Answered calls for the office of the Banks' President and retrieved mail.

*Weekly prepared monetary draws for Commercial Builders & disbursed funds into builder

Operating accounts

05/2004-09/2005 Manpower@SunTrust Banks, Loan Processor Atlanta, GA

*Processed and inputted Commercial/personal Loan application information into L.E.A.D. software,

*Reviewed Loan documents for accuracy and completeness and emailed to various local and out of State Banks for

scheduled closings.

Software Skills

ACES, Meridian Phones, MortgageWare, 50wpm, Microsoft Word, Word 98/2000, Data Entry 13,000ksph, Excel

Intermediate, Compass, Realtrac, Silverlake, ACSS, Citrix, CPI Director, AS400 systems, Internet.

Education

Miami Dade Community College ; Major Business/Office Technology

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