LOIS A. MILLIGAN JOB #***** Senior Support Specialist
**** ******* *******, ** *****
214-***-**** (C) 940-***-**** (H)
Email address: *******@**********.***
SUMMARY
Goal oriented sales professional with in-depth experience in a variety of
industries including hospitality, security systems, insurance, banking,
mortgage lending, and finance. Consistent track record of increasing sales
while building solid client relationships. Proficient in organizing,
systematizing complex work environments and adapting to new concepts.
Posses a strong orientation toward customer service resulting in a positive
impact on exceeding goals and service levels. Key skills are:
Sales Effective Listening and
Communication
Needs Assessment Leadership
Marketing Negotiation
Computer Proficient Workflow Analysis
SELECTED
ACCOMPLISHMENTS
Sales
. Consistently exceeded monthly security system sales quota by 25%- 40%.
. Highly successful in retaining current accounts and relocations.
. Established repeat business by tracking customer relocations and selling
service to new location.
. Sold approx 40 insurance policies monthly covering autos, trailers,
motor homes and mobile homes, exceeding goals.
. Sold $100K in new memberships by recruiting executive members in to the
sales process.
. Increased conventions, tradeshows, weddings and other functions by 20%
on behalf of Visitors and Convention Bureau.
. Completely booked facilities for the year for new Hilton Inn during
first four months of starting construction.
. Member of team that saved approximately 75% of high-risk loans,
exceeding monthly goals.
. Consistently exceeded loss mitigation department goal closing over 100+
loans monthly.
Customer Relationships
. Handled inbound and outbound customer calls dealing with delinquencies,
building strong rapport with client base.
. Counseled clients on ways to cut expenses and increase income in order
to maintain homes.
. Handled escalated situations dealing with delinquent taxes and Private
Mortgage Insurance (PMI).
. Collaborated daily with foreclosure attorneys, Mortgage Insurance (MI)
and PMI Cos., Freddie Mac representatives, realtors, taxing authorities,
mortgagors and third parties.
Negotiations
. Negotiated loan modifications, short sales, repayment plans, deferments,
deeds-in-lieu and cash for keys with clients, determining type of
options based on investor, service and foreclosure guidelines.
. Served as a liaison between vendor and company on new system that was
projected to increase productivity and to save money, company wide.
. Offered options to homeowners who were in foreclosure or delinquent on
home loan payments, many times saving them from foreclosure.
PROFESSIONAL EXPERIENCE
EMC MORTGAGE COMPANY, Lewisville, TX 972-***-****
2005 - 2008
Loss Mitigation / Negotiator
Serviced high-risk loans verifying income statements, tax returns and
documenting income. Solicited, qualified and negotiated loan modifications
and deferments.
CENTEX HOME LOANS (Now Nationstar Loans), Lewisville, TX 469-***-****
2005
Loss Mitigation Negotiator
Serviced high risk, second lien mortgage portfolios. Solicited, qualified
and negotiated loan modifications, short sales, repayment plans,
deferments and cash-for-keys.
LOAN SERVICING INC., Dallas, TX 972-***-**** - Sandra Geary
2002 - 2005
Senior Loss Mitigation Coordinator
Counseled homeowners on alternatives to foreclosure with workout options
offered by Freddie Mac Programs. Pre-qualified mortgagors, reviewing
credit reports, income and household expenses and recommending and
qualifying homeowners for loan modifications, short sale, repayment plans,
forbearance plans and make holds.
COUNTRYWIDE HOME LOANS, Plano, TX 972-***-****
1998 - 2002
Loss Mitigation Negotiator/ Customer Service Representative
Solicited, reviewed, qualified and monitored formal and informal workout
options (3 month provisional, special forbearance, partial claims,
modifications, short sales and deeds in lieu) for mortgagors 90+ days
delinquent on FHA loans. Assisted mortgagors with updating taxes and
insurance.
GEICO INSURANCE, Dallas, TX 972-***-****
1997 - 1998
Telephone Sales Counselor
Sold insurance products covering autos, trailers, motor homes and mobile
homes; determining needs, quoting rates, and qualifying individuals.
BRINKS HOME SECURITY, Dallas, TX 800-***-****
1993 - 1997
Telephone Sales, Customer Service, Customer Retention and Billing Depts
Sold home security systems and provided customer service after initial
sale. Resolved billing and collection issues.
Positions as Sales Coordinator for Beaumont Chamber of Commerce and
Catering Coordinator for Hilton Inn.
Positions as Sales Associate, Assistant Manager and Manager with Barry's
Corp:(Missions, Barry's, and Keidan's Jewelers) and Zales Corp:( Zales and
Corrigan's Jewelers.)
EDUCATION
Lamar University, Beaumont, TX
Courses in Secondary Education, Government and History
PROFESSIONAL DEVELOPMENT
Bank of America - Oakland, CA
American Institute of Banking - Oakland, CA
Geico - Automobile Solicitation
Countrywide - 8-week mortgage training course
EMC - Courses in Mortgage, Sales, Fair Credit Practice, Fraud and Money
Laundering.