Jean N. Baker

**** ******* ******

Apt ***

Concord, CA 94520

abgv8i@r.postjobfree.com

650-***-****

SOFTWARE:

Yardi, PowerPoint 4.0, Excel, Hyperion (Pillar), MSWord, Email, VI/UNIX, Xedit, AS400, SETR, TCWMS

Mozilla browser, Sun Dashboard, Lotus Notes 6, Countrywide CFSC System, Access 2003, ASIS, Freddie Mac,

HomeSaver, BPODirect, ASIS, Communicator, ValueFinder(LandSafe), iPortal, LHIS, MS Sharepoint, CSAD,

Homebase, Loss Mitigation Financials, Urban, Aspect, CRM Tool, SalesForce, CRM Central, Do the following

modifications: VA Admin, Cal Housing and Impac Retail, Impac, TYSIS, Sidekick, Liveox, Kronos, Zopier,

Noble Phone system

TRAINING: NSC (HUD) Module Training

Certificate:

Customer Relationship Manager Training out at Bank of America

The below courses through Leonard-Hawes Real Estate School in Texas in 2004

Law of Agency

Brokerage – Licenses Assistant – ADM

Principles & Practices I – ADM

Principles & Practices II – ADM

Introductory Investments - ADM

AWARDS:

Certificate of Achievement – Bronze Award for: Excellent Teamwork and Class Participation on July 22, 2011

from Bank of America

Bronze level award for all of my hard work in completing special assignments on July 27, 2001 from Bank of

America

Received 5 Appreciation Card emails from various people at Bank of America

SFO Non-GSE West Top Performer March 2012 – Jean was identified as the top performer for March for having

the most decisions that include – Qualified loans and cancelations, January Top Collector

EMPLOYMENT:

Convergent Outsourcing 11/12/12 – 6/19/14

Collections Representative for Genesis Bankcard Services for the Milestone Credit Card and Milestone Gold

Credit Card

• Make outbound calls to people on past due accounts

• Take inbound calls from the autodailer: taking check by phone payments, answering any questions that

the cardholders might have regarding their monthly billing cycle statements

• Also assisting when a cardholder has problem with the automated payment system offering to waive a late

fee if cardholder get can get his/her account current

• Unlock cardholders online account and reset their password and assist them if they are having trouble

registering or making a payment online

• Track and log daily promise to pay stats

• Set up 6 check by phone payments so that the customer does not have to call in to make a payment on

their account and also make any changes to the scheduled check by phone payments

Bank of America 11/24/10 – 7/24/12

Aerotek at Bank of America 01/03/09 – 11/23/10

Negotiator, Process Support/Mtg Servicing Specialist II/Negotiator (Govt Production)/CRM Control Room

Coordinator, Home Retention Department

• Special projects

• Created retail modifications for them; both permanent and trial modifications, shipped out to the borrower

for processing

• Used Salesforce for assisting customers on their loan modification

• Document Verification, communicating with borrower

• Canceled modifications that were incomplete or where the borrower did not qualify for 01modifications

• Communicated with borrowers asking for information/documentation, accepted payments

• Reviewed loans for the following docs: last 2 months’ paycheck stubs, last 2 years tax returns, last 2

months bank statements, current utility bill, hardship letter signed & dated, list of monthly expenses

signed & dated,

• Followed up with borrower regarding documents have been received before emailing the negotiator.

• Special projects: helping out with training the new temp hires, data entry of title fees, helping out with

side-by-side training of new people to our team, calling borrowers about money that should be applied to

their loan for FHA.

• Bank of America, Loan Support

• Freddie Mac department, data entry of taxes, attorney fees and other documents

• Used Salesforce to keep in touch with the borrowers using their CRM tool where we could better track

what stage the loan modification was in

• Used the CRM tool in Salesforce to pull up any loan modification and to then contact the borrower for

any loan documentation was missing to be the one point of contact

QuickPro Administrative Services 05/24/07 to 3/20/2012

President/Owner – Plano, Texas

• Administrative Services - 24 hours/7

• Resumes, business to business marketing research, data entry, destination weddings and conferences in

Malta

KM Caldwell and Associates 2/2008 – 5/28/2009 (Part-Time)

Recruiter

• Assist operations manager with lining up qualified candidates

• Go through what job openings their information matches

• Contact the other recruiters who has the job opening

• Working remotely

• Uploading over 1,000 to Top Echelon.

Through Workway 4/17/2007 – 5/31/2007

Loan Clerk out at Countrywide in Plano, TX

• AS400 to vacant secure reports

• used the CFSC system to do the following reports: cancel a grass cut, REO grass cuts, check for

cancellations, order a grass cut, check to see if property is secure, confirmations, occupied report, damage

report, grass cut bids.

• Used Lotus Notes to send email, report to the appropriate people.

• Opened and sorted out incoming mail.

• AS400 Foreclosure screen for research

Pro-Unlimited /ValleyUS– RFID Test Center 01-12-05 to 03-10-06

Project Coordinator/Meeting Planner out at Sun Microsystems Dallas, Texas

• Utilized SunTools to: Schedule visits to the RFID test center between the sales people and the potential

customers/partners.

• Travel on occasion between test center and Dallas office, do precall and follow-up on visits, operate under

little and sometimes no supervision, getting instructions from manager via email or on the phone most of

the time.

• Give the appropriate forms to the sales rep/Sun sponsor and have manager review before visit to approve,

arrange a speaker for the visit and when getting an inquiry from the RFID test center email finding a sales

rep/Sun sponsor; also put visits on RFID calendar and keep it up to date

EDUCATION:

• Received Career Secretarial Diploma from Heald Business College of San Francisco

Contact this candidate