Customer Service Manager

Mallory J. Gothard

Objective

Highly motivated and experienced representative seeking a customer service

focused position that will also allow me to use my knowledge and natural

strengths to create a new level of business success. Requiring a problem solver

with excellent public relations skills and an ongoing commitment to

professionalism, customer satisfaction and account retention. Flexibility to

support peak volume events throughout the year.

Work experience

11/09 - 04/10 AppleOne / Loan Care

Servicing Chesapeake, VA

Mortgage Tax Analyst

Produces daily, weekly, monthly reports for Department and Division Manager.

Including but not limited to:

Month End reporting- help business forecast end of month delinquency based on 2

hour updates of agent production.

Special projects and daily adhoc reporting upon request.

Processed and dispersed monthly escrow payments to state and city tax collector

offices

Responsible for inbound call volume with questions in regards to mortgage escrow

from customers and/or lenders.

Systems Used: Microsoft Excel, Access, PowerPoint, Word, Outlook, internet

applications for banking and legal research, etc.

2009 - October 2009 Sparta Special Servicing

Jacksonville, FL

Lead Default Collections Specialist

Responsible for day to day mortgage loan collections and loan modification

procedures such as;

Filing, answering phones, researching case law, incoming/outgoing mail, paying

bills, filing documents with the court, and providing an organized and efficient

office setting.

Day to day default mortgage collections, mortgage payments, default settlements,

loan modifications, with a goal of lowering the over default inventory.

Provide information and resolve any issues pertaining to these calls in a

timely, courteous and professional manner.

Systems Used: Excel, Word, Office, Avaya Phones, Avaya Dialer, and Internet

applications.

2008 - 2009 Julington Creek Animal

Hospital Jacksonville, FL

Receptionist

Responsibilities included but were not limited to;

Welcoming clients, billing clients, distributing prescriptions, answering

questions for inquiring clients, scheduling appointments, faxing documents,

resolving and handling customer complaints, and completing day to day office

administrative tasks.

Provide information and resolve any issues pertaining to these calls in a

timely, courteous and professional manner

Consistently contributed to a professional office environment while also taking

large part in company meetings.

Systems Used: Excel, Word, Office, Phones, and Internet applications.

2006 - 2008 Washington Mutual

Corporation Jacksonville, FL

Default Collections Specialist

Responsibilities included but were not limited to;

Counseled delinquent and high-risk borrowers through inbound and outbound calls.

Provided accurate information on loan status, transactions, and account

maintenance.

Resolved customer disputes and delinquencies, assisted borrowers in curing their

delinquencies by negotiating equitable payment arrangements. Actively

participated in team meetings.

Systems Used: Excel, Word, Office, Avaya Phone, Avaya Dialer, Davox Dialer,

Witness Quality Recording, and Internet applications.

References furnished upon request.

Contact this candidate