Shameka Wiley ****

timberglen dr. aPT ****

DALLAS, tEXAS 75287 abjcqy@r.postjobfree.com

972-***-****

QUALIFICATIONS:

• Proven ability to drive businesses growth and improve workflow efficiencies while

maintaining the highest standard in customer service and adherence to regulatory

guidelines.

• Broadly experience in financial services and customer care management across banking

and telecommunication industries

• Ability to prioritize and remain focused on the essence of an issue

• Knowledgeable, analytical, and personable with excellent problem solving skills and

strengths in area of credit, collection, financial planning, reporting, and also risk

management

• Proficient in the use of collection and data system

• Skilled at learning new concepts quickly while working well under pressure

EXPERIENCE:

06/10-present (Contractor for Bank of America through (Disys)

Plano, Texas Negotiator/Underwriter

Assist with the short sale closing process

Order BPO’s (broker price opinion)

Analyze the HUD1 and compile data to send out for approval letters

Compile data that assisted with the short sale process and set up agent’s files in equator.com

11/09- 05/10 Contractor for Bank of America through (Rose International)

Plano, Texas Loan Service Counselor/Coach

Handled in-bound and out-bound calls in the Collections department. Processed bankruptcy and

deceased claims. Processed daily mail and faxes received; sending outgoing faxes for

department. Ran daily check requests, submit checks for processing and sent confirmation

letters. Review loans for possible work out assistance, Also I saved homeowners from losing

their homes by collecting on the delinquent amount and modifying their home loans.

Handled a high influx of in-bound calls pertaining to the reconciliation and collection of

delinquent loans, including payments inquiry,

Prevented impending loss and increasing profitability through negotiation and enforcement of

scheduled collection

Call volume 50 to 100 a day

Modifications of home loans, Repayment Plans, Deed in lieu, Short Sale payoffs, and

Forbearance’s to cure the delinquent loans.

Assistant for OJT, experience with side by side training on LAMP system as well as

HOMEBASE

06/04-07/07 Basic Your Best Buy Irving,

Texas

Assistant Manager /Customer Service Rep.

Prepared complex reports for managed call center managed 15-20 sales and customer service

representatives.

Assured all actions with regards to direct reports are in accordance with established company

policies rapidly learn and master a variety of computer programs Arrange conference calls and

meetings.

Answered customer questions, complaints, and billing issues with the highest degree of courtesy

and professionalism with one call resolution. Utilize multiple phone lines and computer

programs to initiate and complete service and handle customer request, as well as managing

collections, billing, and deposits. Performed faxing, photocopying and filing duties trained new

hires, assisted supervisor with special projects.

EDUCATION:

High School Diploma West Monroe High School

West Monroe Louisiana ATI TECHNICAL COL

Respiratory therapy DALLAS TX

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