Customer Service Quality Assurance

Katrena L. Thomas

**** *. ******** ****, **** *** Coppell, TX 75019 972-***-**** 951-***-****

SUMMARY

Results driven Leader with extensive contact center experience, specializing in collections, customer service

and mortgage servicing. Diversified leader with operational responsibilities for multiple on-shore and off-

shore sites. Proven record of results illustrated by steady progression and advancement throughout career.

Innovative leader who is able to motivate and engage staff to create, implement and embrace changes for the

benefit of the organization. Excellent leadership, communication, team building, and problem solving skills.

QUALIFICATIONS PROFILE

• •

Self motivated, successful in promoting effective Ability to devise and develop effective training

working relationships. programs.

• •

Extensive call center experience management. Perform applicant screening and interviews.

• •

Thorough knowledge of mortgage servicing. Efficient and organized with an ability to multi-

task effectively.

PROFESSIONAL EXPERIENCE

American Home Mortgage Services, Coppell, Texas

Vice President, Loan Administrative, October 2008 – September 2009

• Managed Escrow Analysis, Taxes, Insurance, PMI, FHA, Research, Optional Insurance, Hazard

Claims and Special Loans

• Managing up to six managers across three sites globally, with 165 full-time employees.

• Responsbile for ensuring compliance with state regulations and RESPA guidelines.

• Responsible for management of Vendor handling tax and insurance outsourcing.

• Responsible for managing internal and external relationships with the company by controlling and

regulating vendor performance as outlined in the contact and statement of work.

• Developed direct reports, extended staff to achieve their personal and organizational goals and

objectives as well as created beach strength of ready-to-lead leaders.

• Responsible to communicate plans, accmomplishments, process/status, issues and concerns as well as

risks to all key stakeholders to front-line staff.

• Establish standards and metrics to drive performance. Ensure all managers, supervisors and

associates receive appropriate training, feedback, and support.

• Reviewed and approved all department policies and procedures as considered necessary.

• Identify process gaps and created controls to protect the company from financial risk and liability and

ensure compliance.

• Created escrow process for the HAMP (Home Affordable Modification Program)

• Work with business units across servicing to identify and communicate trends on customer concerns

and business implications.

Option One Mortgage Corp./American Home Mortgage Services

Director, Home Retention Contact Center, June 2007 – September 2008

• Oversee the 31+days past due collections process, managing up to 5 managers across five sites

globally, with 319 full-time employees.

• Responsible for conversion improvement, productivity, quality assurance scores, and managing

staffing levels. Used CBS Collection Techniques.

• Establish standards and metrics to drive performance. Ensure all associates and leaders receive

appropriate training, feedback, and support.

• Revise and establish department policies and procedures as considered necessary, and ensure they are

consistent across all collection teams. Identify processes and create controls to protect the company

from financial risk and liability and ensure compliance.

• Complete investor and rating agency presentations (S&P, Fitch, and Moodys) outlining the home

retention process and departmental responsibilities.

• Work with business units across servicing to identify and communicate call center insights and

business implications.

Katrena L. Thomas

• Assists vice president in strategic planning and budgets.

Option One Mortgage Corp.

Manager, Quality Assurance and Executive, May 2005 – May 2006

• Responsible for all QA Voice, Non Voice and Executive Liaison processes, domestically and off-

shore. Instrumental in the execution of off-shoring our Executive Liaison and QA processes, voice and

non-voice to captive site in Pune, India.

• Created non-voice QA processes across servicing. Responsible for management of all voice and non-

voice evaluation forms and accompanying definition documents for all respective business units.

• Handled all investor presentations for current and potential clients.

Option One Mortgage Corp.

Manager – Customer Contact Center, May 2005 – May 2006

• Responsible for managing as well as improvement of quality assurance, training, planning, creation of

material, and implementation for the contact center. Identified training opportunities and trends and

created plans to improve. Oversaw the facilitation of all training programs for the contact center.

Initiated new training as necessary to meet the needs of Team Leaders or Loan Counselors.

• Assisted with the opening of the Spanish contact center in Guadalajara, Mexico in January 2006.

Established training timelines and guidelines, modified training plan to include, navigation exercises

and mock calls prior to going live (this model is now being used in all CCC training plans).

• Managed day-to-day operations for vendor HTC from January 2006 to May 2006.

• Created and managed transition timelines and training for the contact center for the opening of

Option One India.

Option One Mortgage Corp.

Manager – Customer Contact Center, May 2002 – April 2005

• Directed and supervised team leader responsibilities. Evaluated team leader performance and created

action or development plans as needed. Monitored loan counselor and team leader activities within

their designated group to insure compliance with company policy, RESPA, FDCPA and state specific

collection laws. Ensured prompt enforcement of all policies and procedures.

• Responsible for creating and implementing monthly strategies to decrease delinquency.

• Revised and established department policies and procedures as considered necessary. Ensured they

were consistent across all collection teams.

• Ensured that training sessions, coaching, spot checks, and work quality reviews of department

associates were conducted to enhance work quality and productivity and provided essential training,

information, and feedback.

• Transitioned the collection process to India sites. Transition included creation of training material,

training plan and facilitation of collection training.

• Handled all investor presentations for current and potential clients.

Homecomings Financial Network, San Diego, California, Senior Supervisor, 1998 – 2002

Glendale Federal Bank, San Diego, California, Customer Service Representative, 1998 – 1998

Household Financial, San Diego, California, Collections Representative, 1997 – 1998

EDUCATION

San Diego Mesa College, San Diego, California

TECHNICIAL SKILLS

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Lucent Centre Vu Davox Centre Force Optimizer

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LSAMS LPS/Fidelity Excelus

• Microsoft Office

2 P a g e

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