Customer Service High School

Ryenell Simon

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

Address:

City: Katy

State: TX

Zip: 77494

Country: USA

Phone: 832-***-****

Skill Level: Any

Salary Range:

Primary Skills/Experience:

OBJECTIVE: To obtain a position that utilizes the achievements, skills, strategic thinking and leadership abilities that enable me to consistently exceed goals and earnings while also gaining more revenue for the business which may offer other opportunities to move up in within the company. QUALIFICATIONS Team player that's ready for new opportunities to promote excellence. Accurate Quality Specialist versed in database management. Strong organizational, technical and analytical skills.

Educational Background:

High School Dipolma from Mayde Creek High School, Houston TX 1/2001 to 5/1999 (General Studies)

High School Dipolma from Houston Community College, Houston TX 1/2001 to 12/2012

Job History / Details:

Summary

OBJECTIVE: To obtain a position that utilizes the achievements, skills, strategic thinking and leadership abilities that enable me to consistently exceed goals and earnings while also gaining more revenue for the business which may offer other opportunities to move up in within the company.

QUALIFICATIONS

Team player that's ready for new opportunities to promote excellence. Accurate Quality Specialist versed in database management. Strong organizational, technical and analytical skills.

Highlights

Time management

Meticulous attention to detail

Results-oriented

Excellent communication skills

Strong problem solver

Pleasant demeanor

Customer service-oriented

Critical thinker

Computer-savvy

Microsoft Office proficiency

Accomplishments

Promoted to "Team Lead" after 14 months of employment.

Experience

July 2012 to Current

Stewart Lending (Aerotek) Houston, Tx

Quality Specialist

Specialized in Freddie Mac, Fannie Mae, VA loans and also HAMP and non-HAMP programs.

Compiled statistical information for special reports.Verified and logged in deadlines for responding to daily inquiries.

Updated departmental standard operating procedures and database to accurately reflect the current practices.

Create checklist verifying that loan modification documents are completed and within compliance of bank and investor policies and procedures.

Made decisions regarding tasking customer service reps/process support/underwriters regarding soft declines/approvals and confirmed if additional letters or due diligence needing to be made.

Assist Help desk with trouble shooting of systems and pc assembling.

July 2011 to June 2012

J.P Morgan Chase Coppell, Tx

Compliance Analyst

Conduct Audit reviews ensuring that policy and procedures were accurately followed on agent phone calls to borrowers.

Identified strengths and deficiencies within the line of business while also ensuring accuracy of credit quality, regulatory compliance, and loan documentation regarding.

Performed quality audits for various lines of business such as "Loss Mitigation, Short sales, Deed in Lieu, and other modification (HAMP non-HAMP) workout plans regarding Freddie Mac, Fannie Mae and VA loans.

Notified management of quality/compliance trends and service failures.

Other duties include distributing daily team roster, hourly production and stats review.

November 2005 to July 2011

Ace Cash Express Corporate Office Irving, Tx

Collections Team Lead

As a Team Lead I was in charge of a group of 8 collectors.

I handled duties such as Call Quality with the monitoring of calls to ensure collectors were in compliance of the FDCPA and followed correct policy and procedures.

I also dealt with projection of monthly goals and the handling of all escalated calls or any customer disputes and made sure there was a positive resolution to the problem.

Monitored day to day performance of collectors and assisted with coaching sessions with end of the month reviews when needed.

Secondary duties consisted of collecting on delinquent payday loan accounts from 30-160 days past due.

I Handled multiple phone lines with over 50 accounts worked each day.

Awarded top performer numerous times since hired.

May 2002 to August 2005

Citigroup Houston, TX

Account Resolution Representative

Handle outbound phone calls regarding customer accounts from both Texaco and Shell portfolio that were 5-120 days past due.

Specialized and trained in customer hardships such as bankruptcy, cease and desist, and customer assistance programs.

Managed risk assessment on charge-off portfolio accounts.

Education

1999 Mayde Creek High School Houston, Tx

High school diploma General Studies

Houston Community College Houston, TX

Business Management

Contact this candidate