Customer Manager

Lucretia Miles

Email: ********@******************.***

Address:

City: Plano

State: TX

Zip: 75075

Country: USA

Phone: 540-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

Amiable,outgoing and motivated to produce quality work; skilled in creating constructive and cooperative working relationships within a team setting.A solid leader who successfully follows through with team goals and expectations.

Educational Background:

High School Dipolma from Xavier University of Louisiana, New Orleans LA 1/2001 to 5/2005 (Mass Communication)

Job History / Details:

Summary

Amiable,outgoing and motivated to produce quality work; skilled in creating constructive and cooperative working relationships within a team setting.A solid leader who successfully follows through with team goals and expectations.

Highlights

Excellent,verbal and written communication skills

Goal Oriented and result driven

Excellent rapport with men and of our armed forces

Adequate knowledge of default services

Education

2005 Xavier University of Louisiana New Orleans, Louisiana

Bachelor of Arts Mass Communication

Experience

June 2011 to Current

J.P.Morgan Chase Lewisville, Texas

Customer Assistant Specialist Supervisor

Oversee a staff of 10-12 agents to ensure proper management, development and performance of staff

Provide coaching and feedback to motivate employees and to deliver quality performance

Closely monitor the progression of employees via call monitoring, account reviews and one -on one monthly production

Facilitate weekly huddles to advise of departmental changes and new policies and procedures

Ensure confidentially of customer related information and comply with Privacy Act and FPDCA requirements

Initiate daily and weekly team meetings to identify gaps in process,provide strategies to promote an effective work environment and to outline expectations and weekly production status

Verify all supplemental subsidies are applied to military customer's modification agreements

January 2011 to June 2011

J.P.Morgan Chase Irving, Texas

Job Coach

Facilitated refresher and /or ad-hoc on the- job training to new hires and and partnered with training and business function leaders to identify training gaps

Provided one-one-one support to help improve performance on an individual level to meet established goals

Created pre/post test to access staff's understanding and learning retention

Demonstrated analytical skills with the ability to analyze loans to make appropriate decisions

Articulated the department's monthly objectives, goals and accomplishments and future projected performance via power point presentation

July 2008 to December 2010

J.P.Morgan Chase Irving, Texas

Loss Mitigation Specialist/Inactive Bankruptcy

Assisted in the control of company and investor exposure/expenses related to foreclosure and property disposition through the use of available loan reinstatements,modifications, repayment plans, short sales and deed-in-lieu

Provided extensive loan analysis and recommendations as related to all aspects of loss mitigation

Recommend loan modifications by obtaining documents, including but not limited to broker price opinion, credit reports, 3rd party approvals and other items as required

Negotiated and handled executive issues with insurers,investors, real estate agents and attorneys on loss mitigation options for the best financial solution for the company

Assisted in the aide of reducing the payments and burden of customer's faced with impending rate increase

Corresponded with the customer on incoming and follow-up calls, transfer and performed outgoing calls

Provided independent leadership by creating job aids, conducting meetings and assisting manager with various projects

Initiated and offered suggestions for improving the team's morale to create a positive work environment

March 2007 to September 2008

J.P. Morgan Chase Irving, Texas

Collection/Early Loss Mitigation Specialist

Ability to drive for resolution of customer problems and escalations

Provided one call resolution and managed a portfolio of delinquent customers 30 days or greater to bring their accounts current

Negotiated and structured plans to assist customer in resolving delinquency and avoiding foreclosure

Adhered to FPDCA policy and regulations and methods of collection and skipped traced for possible resolution

Excellent verbal, written, interpersonal, project management and organizational skills

Displayed a high level of critical thinking and bringing successful resolution to high-impact, complex and /or cross functional problems

Ability to act independently with minimal guidance

December 2005 to April 2007

Young Men Christian Association Irving, Texas

After-School Site Director

Provided a safe and fun learning environment for school-age kids/ conducted group and individual learning assessments

Provided high quality educational and recreational experiences that focused on the YMCA core values

Received extensive training in anger management, social skills, conflict resolution, alcohol and substance abuse

Trained and certified in CPR and First Aid to ensure safety measurements are implemented

Received collections and tracking of weekly installment payments

Developed and maintained relationships with school district administration, parent groups and other organizations and agencies related to assigned programs

August 2004 to May 2005

The Xavier Herald New Orleans, Louisiana

Editor-In-Chief

Oversaw operation of each bi-weekly newspaper and implemented functional change toward entire publication's content layout and design.

Provided leadership and supervision to a staff of 10 (3,000 print copy circulation)

Determined number of pages of each bi-weekly paper,based on agreed-upon news-ad ratio, and ads sold

Facilitated training to reporters, writers and editors as needed toward completion of their assignment

Conducted daily meetings with production and the newspaper as necessary to ensure timely publication

Ensured accuracy, fairness, completeness along with corrections and clarification policies were carried out

May 2004 to August 2004

The Louisiana Weekly New Orleans, Lousiana

Intern

Organized archives, conducted supplemental phone interviews and actively researched prominent New Orleans musicians for "Satchmo Festival" photo spread

Assisted editors in weekly production with proofreading and editing as permitted.

Coordinated assignments, wrote query letters and constructed layout for photo spread

Contact this candidate