Customer Service Quality Control

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Percy

WilliamsCall Center

**** *. ******** ** *** 374 Tempe, AZ 85283 314-***-**** *****.********@*****.***

Percy Williams

Objective

To obtain a competitive, challenging position where experience combined with positive interpersonal skills, computer knowledge and the initiative for advancement can be utilized for mutual benefit.

Technical Skills/Proficiencies

Computer literacy: Windows, Word, Excel, C++/java script, Creative level and web design. Ability to type 45 wpm, expert in cold calling, data entry, demonstrate leadership and self motivation skills, and facilitate exemplary customer service with internal and external clients.

Experience

Bank of America:

Team Lead-Consumer Underwriting " 9/2010 " 7/2011

Lead a team of Business Control Specialists involved in auditing MHA loan modification declines, approvals and various ADHOC audits. Ensured compliance with policies and procedures, lead a team of associates providing coaching, development opportunities and monitoring performance. Provided additional level of approval authority for exceptions to policy or more complex transactions.

Operational Risk Specialist " 7/2010 " 9/2010

Selected to be a part of a new audit group within default servicing. Tasked to audit multiple loans for MHA Underwriting, took on additional task by developing data reports to track statistics for audits, developed audit checklist for both decline & approval work stream for MHA underwriting.

MLO Specialist " 06/2009 " 7/2010

Chosen to be one of the two associates to fill the role as acting Team Lead for 30 associates brought over to assist with outstanding stipulations for MHA Underwriters, Assisted with training the 30 associates for their new role, Helped develop spreadsheets to track their production and statistics, Developed training manuals for the 30 associates. Responsible to maintain a pipeline of fifty plus loans, Contacted borrowers for documentation in regards with the Make Home Affordable program, selected to be one of the six associates for quality control, Assisted with special projects handed down from management,

Countrywide " Collector 2 10/2007 " 06/2009

Evaluate and collect on current accounts as well as finding a resolution to cure the delinquency, selected to be an OJT assistant marinating and coaching new hires before actually going to their new teams, taking on different task by becoming a workout negotiator to modify Pay-options loans.

JP Morgan Chase " Financial Service Adviser 08/2006 " 09/2007

Evaluate existing accounts and products which assist card members in developing better financial resolutions, excellent analytical and problem-solving skills maintain and surpass production levels and quality goals, ability to articulate and interpret card member benefits.

Education

Parkway South High School " H.S. Diploma 06/2004

Meramec Community College " General 08/2004 " 05/2005

Collins College " Game Design 07/06 " 09/07

Mesa Community College " Computer Science 01/09 " Present

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