Customer Service Quality Assurance

B r i t tney Strawser

Li t t le Elm, TX 469-***-**** ****************@*****.***

P rofessional Summa ry

Customer-focused, sales associate with a solid understanding of business dynamics.

T raining & Skills

• OCC Audit – Ar ticle 7

• Mortgage default experience with emphasis on Foreclosure and Bankruptcy

• GEM,CPI,LPS, Vendorscape, Data Transmission Services, MSP Clients

• Management – hi ring, payroll, inventory, ordering supplies, etc.

• Markdown/promotional procedures

• Telephone inqui ries

• Customer service

• MS Word, Excel, and Power Point

• Adobe Photoshop

• Microsoft Office (Outlook, Word, Excel, and PowerPoint)

P rofessional Experience

Aerotek

Quality Assurance Analyst I I – a t Wells Fargo September 2012-September 2013

• Compliance with all mortgage regulatory requirements and policies related to the

OCC Audit, article 7. Worked a portfolio of current and late orders of

F HA/Conventional loans, residential mortgage and consumer loans, credit

u nderwri ting, collections, loan modifications, foreclosure, bankruptcy, file review

and financial analysis.

• Primary communicator between analysts and attorneys for missing

documents/questions.

• Primary executor of loan file reviews for all state specific desktop reviews, ensuring

compliance with investor, insurer, regulatory guidelines.

• Complete loan level file reviews leveraging legal-compliance checklists; evaluate for

accuracy.

• Escalate non-compliant observations to legal for review and severity determination.

• Knowledgeable of state specific foreclosure procedures, statues and document

requirements.

• Assign and direct actions on all foreclosed assets, contact suppliers/contractors for

b ids on Foreclosed properties, and closed out orders completed by contractors.

• Monitor and process foreclosures according to Freddie Mac and Fannie Mae

guidelines.

The Ice P rincess in Lake Dallas, TX

Manager July 2011- November 2012

• Hi red employees, completed and t racked payroll.

• Kept t rack of inventory and ordered supplies when needed.

• Increased marketing activity.

• Handled customer suggestions/complaints in a t imely manner.

Target in F r isco, TX

Lead Cashier November 2008 –July 2011

• Answered phones/questions regarding store products while maintaining knowledge

of current sales and store promotions.

• Computer accurate sale prices for purchased t ransactions.

• Assisted customers in store purchases.

• Manage escalated calls from guests and team members with a high level of

p rofessionalism

• Analyze financial reports and credit bureau information for the purpose of granting

or denying credit.

Education

Li t t le Elm H igh School, 2010 – H igh School Diploma

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