Manager Customer Service
Resume:
MELODIE L BENNETT
Waxahachie, Texas 75165
**************@*****.***
Seeking a leadership position that provides an opportunity to contribute
loss mitigation experience and offers opportunities to maximize my
professional skills.
EDUCATION
Texas A&M University B. S. Journalism 1990, College Station, Texas
Professional Experience
GMAC MORTGAGE February 2006- present
Loss Mitigation Asset Manager- Educated on severity options. Negotiated
and processed short sale and deed in lieu options. Negotiated settlement
options. Provided feedback and gave timely coaching and counseling to
achieve consistent improvement. Provided leadership in mortgage collection
and loss mitigation departments. Provided alternatives to the foreclosure
process. Built relationships with management, representatives and third
party agents. Adhere to investor guidelines. Strong servicing knowledge.
LOAN RESOLUTION SPECIALIST- Negotiated workout options. Served as Team
Lead. Educated homeowners on alternative solutions in managing delinquency
and foreclosure issues. Provided solutions for resolving financial
hardships. Analyzed loan and payment history. Resolved escalated issues
and assisted with special projects. Determined capacity to maintain
repayment options. Promoted homeownership. Assisted homeowners who were
unable to maintain home ownership. Provided options in making housing
affordable by supporting housing recovery. Counseled homeowners on
severity options. Resolved escalated homeowner issues. Provided peer
leadership. Increase the efficiency and effectiveness to meet loss
mitigation goals. Continually met and exceeded performance objectives.
AT&T 1992-2005
Customer Service Manager/Supervisor- 2001-2003; 2005
Developed departmental adjustment guidelines for cost revenue objectives.
Authorized to approve or deny billing adjustments based on company
procedures. Supervised a team and communicated company standards for job
performance and developed job skills. Provided resources for the
performance of assignments. Implemented project directives. Coordinated
team directives and managed team progress. Participated in individual or
group projects focused on evolving policies, procedures, and workflow.
Performed team audits. Provided constructive feedback to associates and
managers for workflow improvements supporting productivity, efficiency &
quality. Monitored accessibility to ensure customers were assisted in a
timely and efficient manner. Identified critical departmental concerns and
executed a work plan to achieve high quality results. Organized schedules,
trainings and meetings. Motivated associates to reach desired company
objectives. Lead special projects implementation and demonstrated
organizational skills with ability to prioritize and multitask. Established
priorities and planned for appropriate action regarding issues concerning
disabled customers. Worked well independently as well as within a team
environment.
Associate Instructor/ Mentor/Peer Coach 2001-2003
Educated customer care associates on changes in guidelines. Conducted
training and staff development Conducted orientation and initial training
for newly hired and returning employees. Analyzed, developed and assessed
employee skills. Developed team members on new training procedures. Trained
and evaluated associates and, managers on company methods and procedures
.Implemented company guidelines and evaluated performance. Conducted peer
counseling and review sessions. Designed customer support policies that
improved service and streamlined processes and procedures. Provided ongoing
professional guidelines and directions.
Assistant Manager
Facilitated constructive criticism and provided resolution to conflict.
Interfaced with consumers to interpret their needs and priorities. Provided
product and service information to customers who are physically, visually
and mentally challenged in response to inbound telephone contact and
correspondence. Handled customers who required additional help and or
requested a manager. Handled escalated calls from Customer Care Associates.
Provided associates with information concerning appropriate methods and
procedures to resolve account inquiries. Verified team commitments were
completed in a timely manner. Conducted peer counseling and review
sessions.
Customer Care Associate
Resolved billing inquiries, provided account information and performed
maintenance for residential bundled customers in a fast-paced environment
utilizing multiple systems. Assisted customers in the completion of calls
utilizing multi-task systems.
EMPLOYMENT
GMAC MORTGAGE Dallas, TX 2006-present
AT&T Dallas. TX 1991-2005
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