Customer Service Quality Assurance

B ianca Theodore

*** **** ****

Brooklyn, New York

MOBI LE: 718-***-****

EMAI L: ab9gl4@r.postjobfree.com

PROFILE

Self-motivated professional with customer service experience in the banking and retail industries.

Detail-oriented individual who exemplifies professionalism and the ability to multi-task at any given

moment. Proven ongoing initiative, tenaciousness, resourcefulness, dedication and above all – a proven

record of unparalleled research analyst experience. Areas of expertise span a broad range of interrelated

functions, including:

Customer Service Research / Analysis Documentation

Compliance Policies & Procedures Quality Assurance

Training/Operations Data Validation Problem-Solving

Cash Management Risk/Fraud Management Retail Management

AML/KYC experience Project Management FHA/HUD guidelines

PROFESSIONAL EXPERIENCE

JPMORGAN CHASE/Mortgage Banking, New York, NY 10/2011 to 04/2013

Mortgage Research Analyst

Conducted independent reviews of loan documents submitted for modification by homeowners

already in foreclosure process

Verified the underwriters’ conclusions to ensure the best quality response for the Borrowers

Reviewed loan servicing files, supporting documentation, and any other information that validated

or invalidated claims using various systems

Provided training for new candidates, including procedure and systems training

Worked on special projects while reviewing and preparing foreclosure documents for attorney

approval in an effort to streamline the review process

Reviewed all Bankruptcy Foreclosure Data research conducted by Research Analysts, validating

and correcting results

E xtended Personnel, New York, NY 10/2010 to 01/2011

Operations In take Specialist

Managed front-office operations and provided impeccable customer service through case

management

Established 80% referral business that increased the company overall result by one-third

Fostered workplace diversity and ensured team members adhered to compliance regulations

Motivated, trained and mentored individuals by providing new learning and self development

opportunities

L loyds TSB Bank, London, UK 06/2000 to

06/2005

Branch Supervisor

Maintained the highest level of customer service while achieving 100% on the customer care

index

Achieved quarterly sale goals while establishing, retaining and deepening relationships with

customers

Applied the elements of building a positive rapport with different types of customers while creating

a positive team environment

Investigated problems and interacted with intra-company personnel for resolutions

EDUCATION

Brooklyn College, New York, NY

Bachelor of Ar ts in Business Administration

COMPUTER SKIL LS

Microsoft Office (Word, Excel, Access, Power Point), Lotus Notes, Outlook, Window 7

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