Customer Service Quality Assurance

Sha Rhonda Ford *** Syracuse Pl. Richardson, TX **081 214-***-**** cell Email:*******@*****.*** OBJECTIVE: My objective is to obtain a position with a progressive organization that will allow me to utilize excellent customer service as an added value and asset to the company. EDUCATION: PCI Health Training Center Dallas, TX 08/2003-02/2004 Garland High School Garland, TX 08/1992-05/1996 ADMININSTRATIVE SKILLS: DWS Lender Live Filing Customer Service HIPPA Guidelines Iportal Mortgage Serv Agent Webstation Scheduling AS400 Billing/Collection CFSC System Insurance Verification Excel Accounting Medical Terminology Outlook 10-Key Image Web Microsoft Office Spreadsheet Type LAFA System Quality Assurance Quality Assurance PROFESSIONAL EXPERIENCE Kforce Staffing (JP Morgan Chase) Lewisville, TX 11/2011-Present Mortgage Loan Specialist/Loan Closer, Research and respond to internal inquiries from Customer Assistance (CA) Specialist regarding issues such as missing documents; ordering certain third party services and reviewing ‘specialty flags’ in DWS to determine if the account should be serviced. Provides support services and quality control to CA Specialist. Assists the CA Specialist in managing the flow of information to ensure that all critical documents in the modification file have been properly accounted for prior to the CA Specialist submitting the final package to the Underwriter, also monitors modifications of all file documents, initiates missing information letters, escrow analysis, orders BPO’s and other services as needed, and monitors systems of trial payments. Communicates any issues or missing information to the CA Specialist who then notifies the customer. Disys/ Kforce Staffing (Bank of America) Plano, TX 04/2009-08/2011 Support Specialist II, Researched Conventional and FHA loans that were in default status, used AS400 and CFSC system to look up customer’s loan information and created bids to be uploads in Iportal. . Made outbound calls to contractors advising of status on properties that was due to be maintained. Created internal orders, provide estimates, and perform perbids, also created tickets in Lafa to have properties maintenance and also answered inbound calls from customers, attorneys, and real estate listing agents advising status of their mortgage loans. Sr Loan Service Rep, Made outbound calls to homeowners that were 12-72 months past due on their mortgages and advised them of loan contract agreement, updated customers financials in the Homesaver database, researched customer accounts worked with negotiators to get customers approved for several types of loans and uploaded documents that were faxed in order to determine type a loan the customer was qualified for. Customer Service Rep II, Responded to over 45 e-mails daily from Loan officers regarding appraisal reports needed for the closing of loans. Answered over 40 calls a day from appraiser's, homeowners, and Loan officers regarding status on appraisals, desk reviews, and LARA reports and ordered AVM’s and BPO’s. Made outbound calls to customers, appraisers and homeowners providing accurate and current information regarding their appraisals, coordinated times between homeowners and appraisers to set times for inspections to be done on properties. Worked with Underwriters and RCA's to make sure appraisals had accurate information, reviewed full appraisal reports, field reviews, and 442 orders for typos and other errors before sending them to the correct loan officers and branch. Communicated with various appraiser's from all states to make sure appraisal reports where in by a certain due date. Kelly Services (CONTRACT) Plano, TX 11/2006-03/2009

Collections/Senior Customer Service, Made outbound calls to customers that were 30-60 days past due on their accounts and explained terms of contract, answered 180+ calls a day from customers and dealerships calling to apply for auto loans, advised customers of their terms, rates, amount of loan financed, and monthly payments and withdrew customer applications and researched previously opened loan accounts Retail Pharmacy Rep, Answered over 180 inbound calls from pharmacies and insurance holders regarding information about co-payments, alternative medicines and canceling patient’s policies. Contacted insurance companies to obtain and enter accurate benefit information to positively impact insurance processing and minimize rejections. Contacted patients as necessary to obtain information required for accurate prescription shipments. Worked closely with other pharmacy teammates to ensure all orders are received and processed timely and accurately. Meet and/or exceed departmental teammate performance standards Precertification Analyst, Answered inbound calls from hospitals, clinics, and patients calling to initiate pre-authorization and referrals. Use OPTIMED, HBSS, and Careplanner systems to look up patient’s policies and other general information. Telvista Plano, TX 03/2004-11/2006 Customer Service Rep, Answered inbound calls from clients calling to check the status on their Master Reward points and to update their information in the database. Aegis Communications Irving, TX 09/2000-08/2003 Inbound/Outbound Customer Service, Monitored customer’s accounts, imputed credit to accounts, used the Delta Management System to record customer billings and made outbound calls to customers trying to get them to apply for American Express card and explain rate of terms.