Customer Service Administrative Assistant
Resume:
Professional and Personal Reference Letter Included
June 2011
Lawand Deese
Waxhaw, North Carolina
Subject: Reference Letter for Yolanda DuPree
To Whom It May Concern:
I have worked with Yolanda for more than 9 years at Wells Fargo Home
Mortgage. When it comes to Yolanda's work and being assigned to a project
with deadlines she is focused, dedicated, dependable and trustworthy
getting the job done. She has always been a team player and assisted in
every way that she could to ensure that whichever department she worked in,
not only achieved that goal, but exceeded it. Yolanda has definitely done
her part to ensure that the company's values and reputation remain in good
standing, regardless of the people.
Please feel free to contact me directly with any questions or concerns at
Sincerely,
Lawand Deese
Lawand Deese
Wells Fargo Home Mortgage
Senior Mortgage Loan Adjustor
Yolanda DuPree
1711 Forest 803-***-****
Ridge Drive, (Mobile)
Fort Mill, SC 855-***-****
29715 (Fax)
yolandaedupree@yah
oo.com
Objective
Seeking competitive but challenging position in Business Administration-
Management where I am able to demonstrate my work ethics and skills over
my past years of experience.
Qualifications
20+ years Customer Service, 15+ years of Administrative Assistant in
Group Home &
Department of Social Services and 9+ years of Mortgage Experience,
Education
Bachelor of Science Degree 1995 Morris College
Sumter, SC
High School Diploma 1989 Holly Hill Roberts High School
Holly Hill, SC
Relevant Experience
20 years Work History including Mortgage Industry and Administrative Office
Skills
? Review loans for setup and verify loan procedures per investor
guidelines daily.
? Manage daily pipeline of loans within required performance standards.
? Obtained and reviewed customers documents sent in to confirm all
information received
and documents are in compliance and file then labeled as complete as
received from
mortgagor and/or authorized third party.
? Ensured integrity of all data and processing inputs such as ordered
appraisals, titles, and follow-up with either mortgage customers
and/or authorized third parties to obtain in a timely manner and once
all data received, loan in compliance loan(s) then assigned to
negotiator for review.
? Handled escalated calls received from either mortgagors or authorized
third parties regarding status of loan.
? Maintained daily, weekly, and monthly performance goals with loans
regarding timeliness, production goals, suspended, cancelled,
postponed loans with recent foreclosure sale dates in a timely manner,
in compliance and to customer satisfaction.
? Exceeded customers expectations by providing highest level of
customer service to assisting customers when making inbound or
outbound calls.
October 2010-April 2011 Human Service
Specialist II
Bank of America, Loss Mitigation Department,
Charlotte, NC
Requesting information and documenting for Making Homes Affordable
Program.
Make Outbound phone calls daily to mortgagors and authorized
representatives if all documents not received or inform mortgagor file
has been assigned to underwriter.
Receive daily inbound calls from mortgagors as well as authorized
representatives calling to check status of MHA Program.
Assign files as needed daily to underwriter to review and decision
file if nothing else is needed.
Remove loans in allotted time if requested information has not been
received.
Assist other HSSII individuals as requested on the floor.
Knowledge of working processing conventional and/or government
guidelines as needed.
August 2009-March 2010 Work
Director I
Wells Fargo Home Mortgage, Loss Mitigation Department,
Fort Mill, SC
Trained 3 new temp to hire employees as well as permanent employees
due to transitioning from collections department to loss mitigation
department.
Trained supervisors and work directors due to the transition of
Investors in the support
department.
Gathered, composed and distributed work out to the team nightly.
Researched, composed and distributed reports daily to manager and
supervisors.
Reviewed workload once team completed to make sure loans was in
compliance.
Sent Nightly Team Production Worked to supervisor at the end of the
night.
Increased daily knowledge regarding FNMA Investor as well as other
investors.
Coordinated multiple tasks and distributed complex work within
specified departments when and as needed.
Ability to lead, train, and provide performance feedback as needed.
Answered & Responded to emails received daily from FNMA Managers as
needed.
Provided administrative support, including CPI data entry, with Loss
Mitigation, Foreclosure, Bankruptcy and Collection workstation
maintenance and use of Excel, Word, and Credit Reports.
March 2009-August 2009,
Loan Servicing Specialist III
Wells Fargo Home Mortgage, Loss Mitigation Department,
Fort Mill, SC
Received and completed work daily in order to meet deadlines and
goals.
Setup retention workout packages for Prime and Non-Prime customers.
Ensured loans in foreclosure with sale dates in 30-60 days active in
loss mitigation were postponed, suspended or cancelled as needed.
Handled daily pipeline of more than 300+ and decreased daily more
than 80 files a day.
Met and excelled in daily goals and deadlines.
Assisted and learned file setup, denied and removal of loans as
needed in other departments.
Trained permanent and temp employees due to transition and increase
to loss mitigation department.
December 2007-March 2009, Loan Servicing
Specialist III
Wells Fargo Home Mortgage, Loss Mitigation Department,
Fort Mill, SC
Received and completed work daily in order to meet daily goals and
deadlines.
Setup retention workout packages for Prime and Non-Prime customers.
Researched, composed and distributed reports daily to manager and
supervisors.
Ensured loans in foreclosure with sale dates in 30-60 days active in
loss mitigation were postponed, suspended and/or cancelled as needed.
Addressed concerns with customers regarding late stage delinquency
loans.
Field and handled escalated calls while speaking with customers
and/or authorized third parties.
Met deadlines and goals daily and most times excelled in meeting
daily goals.
Handled daily pipeline of more than 600+ and decreased daily more
than 100 files a day.
Trained permanent and temp employees due to transition and increase
to loss mitigation department.
September 2006-December 2007 Pre-
foreclosure HUD Counselor
Wells Fargo Home Mortgage, Loss Mitigation Department,
Fort Mill, SC
Assisted customers in with different alternatives to foreclosure by
working with mortgagors, realtors and buyers.
Made outbound calls to customers who were trying to sell their
property to conduct pre-foreclosure HUD counseling, short sale/deed-in-
lieu process.
Reviewed reasons for hardship, proof of income and updated financials
with speaking verbally with the mortgagors and/or third party
authorized to speak on the loan.
Reviewed FHA HUD Guidelines and informed customers if approved or
denied based on HUD Guidelines.
Ordered appraisals, titles through Web, postponed foreclosure sales
dates already set giving negotiable the allotted time needed to review
and decision the loans.
Retrieved appraisals ordered, signed & updated Pre-foreclosure HUD
Counseling documents required in order to proceed with liquidation
workout options.
Assigned completed file to negotiator to review and decision.
January 2004-September 2006
Operations Processors II
Wells Fargo Home Mortgage, Call Center,
Fort Mill, SC
Received incoming and made outbound calls to mortgagors regarding
loan status and late stage delinquency workout options if any.
Assisted and answered routine questions from other phone team
representatives while on the phone speaking with mortgagors and/or
third party representative authorized to call and speak on the
loan(s).
Field and handled escalation calls from team members on the phone
unable to handle call from mortgagors and/or third party
representatives authorized to call and speak on loan(s).
Assisted other departments in loss mitigation in order to decrease
large numbers of loans not being reviewed and handled in set time
period.
Assisted other departments in loss mitigation by learning file setup
and file removal due to file increasing daily and short staff.
November 2002-December 2003 Operations Management Server/Mortgage
Loan Processor
Wells Fargo Home Mortgage,
Alpharetta, GA
Worked in Wells Fargo Home Mortgage loan originations department
received, reviewed, entered data regarding uploading loans in LPS
system daily and once data entry completed uploaded loan packages were
distributed to team leads to review and confirm loan in compliance
prior to distributing to team members such as MLS (Mortgage Loan
Specialists) and Underwriters to review loan approved or denied.
Prepared reports daily and distributed to managers for review.
Updated status of employees, adding and/or removal from Wells Fargo
Home Mortgage MAP areas in the state of Georgia.
July 2001-October 2002 Personal Banker I/Customer
Service & Sales Representative
Wells Fargo Bank,
Sparks, NV
Sold retail banking products and services to customers and prospects
daily.
Assisted customers with account reconciliation, address changes, stop
payments, account opening and closings, notary public and wide range
of other services as needed.
February 1998-July 2001
Administrative Assistant/Billings Clerk
Orangeburg Attention Homes, Inc,
Orangeburg, SC
Typed weekly summary reports of youths in 3 Group Homes (2 male & 1
female) home
Answered daily telephone calls and transferred to requested staff
members.
Updated daily and maintain schedule of appointments and events for
youths as well as
staff members.
Scheduled weekly meetings in the 3 group homes, took minutes and
provided minutes to
Executive Director as well as Mental Health Counselors, Probation
Officer of DJJ as and when needed.
Received and distributed mail received daily
Billed Medicaid each Friday evening in order to receive payment by
Monday of the next week.
Ordered supplies needed for main office and the 3 group homes as
needed.
Scheduled, maintained and attended events scheduled overnight
regarding seminars for youths in the group homes.
Assisted financial director with expense report as and when needed.
Proficient and Knowledgeable
Knowledgeable with Investors (FHA, FNMA, VA, ASC, Bank and Private, FHLMC)
Guidelines, CPI Fidelity Screens, BCS Setup and Removal Programs, CAIVRS,
Microsoft Office, Customer Service, Excellent Phone Etiquette,
Administrative Support and Excellent Trainer.
Contact this candidate