Customer Service Administrative Assistant

Resume for Debra Ford

**** * **** *** *** #* Lakewood, Co 80214

Cell number: 720-***-****

email: ************@*****.***

Career Objective:

To continue a career position in Administration, Customer Service, where my extensive experience,

education, talents and abilities will benefit my employer to be used effectively.

Summary of Qualifications:

5 years of mortgage-specializing in default and foreclosure administration

Consistant high performer

Developed and managed customer accounts.

Met or exceeded monthly stats

Top 10 representative in Foreclosure Dept (I was in positions #10 July 2009 and #2 June 2010) but always

in the top 25% rep out of 100 reps.

Worked with upper management to developed unit challenges and quotas and mends to reward personnel

by creating contest between staff members.

Experience using a variety of office equipment including printers, copiers and fax machines.

Proficient in the use of Microsoft Windows and applications including Word, Excel, and Outlook. Back In

Black, Internet, PC Word Processing, Remedy

Strong problem solving ability, data collection, analysis and presentation experience.

Education:

High School graduation: May 1980

Salt Lake City Community College – Certificate in Administrative Assistant. September 1999

Specialized Training:

Customer Service specialty training by: Travelors Express Moneygram, Specialized Loan Services and

Aurora Loan Services Processes

Escrow analysis in home mortgages

Home retention (HRG) programs/processes

Work Experiences:

March 2009 - Present: Foreclosure Prevention Specialist III

Aurora Loan Services 10350 Park Meadows Drive Littleton, CO 80124

Supervisor: Louis Rodarte 720-***-**** or Scott Danielson 720-***-****

Responsible for handling all non-bankrupt Ultra High/High 61+ delinquent accounts in accordance with

all investor (private and GSE) and insurer (FDIC and other Mortgage insurance), regulations and

guidelines to prevent foreclosure or financial losses. Conducting interviews & obtains customer’s

financial information. Setting up repayment plans up to 12-months. Communicating loss mitigation

options in detail as well loss mitigation package status.

Document all contacts, servicing, and action taken thoroughly and accurately on the Fidelity Collection

Workstation. Documents all contact codes and supporting comments on every loan along with ensuring

compliance with all investor/insurer, federal and state regulations, company policies, procedures, and

guidelines.

Assigned all non-bankruptcy delinquent accounts; handles accounts in loss mitigation & foreclosure

workstation; works outbound repay plan & foreclosure campaigns. Explains to client home retention

(HRG) options in detail; provides HRG package status.

Tasked by management with providing superior customer service; balances firmness with

professionalism.

Asks difficult, probing RFD questions regarding the delinquency. Demonstrate to the client advanced

knowledge of default/foreclosure timelines.

Jan 2008 – July 2009: Help Desk Representative

Teksystems 8700 Turnpike Dr., Suite 400 Westminster, Co 80030

Supervisor: Jake Delora 303-***-**** or 1-800-367-***-****-412-2700

Provide phone support for proprietary software and hardware.

"Help Desk" professional which provides telephone support handling tier 1 issues (password resets, basic

troubleshooting, phone support) using Remedy ticketing system for documentation and escalation.

Customer service call personnel perform basic troubleshooting and maintain required documentation,

basic installation, maintenance and repair of various IT related equipment, utilizing accepted practices

and procedures.

Frequently dealt with frustrated callers and able to provide assistance.

March 2005- Dec 2007: Customer Assistance Collections

Specialized Loan Servicing

8742 Lucent Blvd Suite 300 Highlands Ranch, Co 80129

Supervisr: Dana Monteno Phone number: 1-800-***-****

Make and receive inbound and outbound collection/customer service calls.

Collections on home mortgages that are delinquent more than 60 days.

Issue credits as needed.

Educate customers about payment options and collection steps.

Provide problem solving skills.

March 2002 – Feb 2005 Customer service - Team Lead

TMobile 400 E 84th Ave Thornton, Co 80229

Supervisor: Cheryl Racine 1-800-***-****

Provide customer satisfaction according to T-Mobile policy.

Collected payments on past due accounts (both inbound and outbound).

Explained account information to customer.

Issued credits and adjustments as needed.

Provided training for new employees.

Maintained attendance log.

Provided daily production reports to keep all associates informed of their production.

Weekly as part of my duties, I did continual side-by-side and training.

Completed all assigned follow-ups daily and all tasks within allotted time frame.

Held weekly group and individual staff meetings to address areas of concern, disseminate information and

answer questions.

May/2000 - Feb/2002 Customer Service

Travelors Express Moneygram

3940 S Teller Street Lakewood, Co 80235

Supervisor: Olivia Manjes 1-800-***-****

Possessed extensive knowledge of each product line and company standards necessary to complete all

transaction calls entering the call center.

Responded to a variety of telephone inquiries from money transfer purchases, payees, agents, financial

institutions and utility companies.

Assisted customers and agents, both domestic and international, with questions and transactions.

Provided excellent computer skills, the ability to type quickly and accurately while enjoying answering

customer inquiries and solving problems.

Contact this candidate