Customer Service Quality Assurance

KELLI JEANNE HENRY

**** ********* ****, ************, **, 32218

904-***-****; ***********@*****.***

CAREER PROFILE

A business professional with over 11 years of combined experience providing tax analysis and review, loss mitigation, and mortgage loan negotiation support. Excellent interpersonal skills with an ability to provide quality control, improve upon processes, and maximize customer retention to sustain company growth and continued business needs.

AREAS OF STRENGTH AND EXPERTISE

Mortgage Loans

Distressed Mortgages

Process Improvements

Staff Training/Coaching

Regulatory Compliance

Mortgage Verification/Modification

Foreclosures/Short Sales

Solution Management

Strategic Analysis & Review

Contract Negotiations

Mortgage Lending

Forebearances

Quality Assurance

Account Management

Customer Service

PROFESSIONAL EXPERIENCE

TAX DEFENSE NETWORK, INC., Jacksonville, FL 2012 to Present

Quality Analyst

Responsible for utilizing business, and finance skills to evaluate business operational data and recommend the necessary and beneficial tax saving strategies, adhering to company policies and procedures and complying with regulatory requirements and fiscal rules.

Key Accomplishments:

Effectively lead the release of Wage Garnishments, Bank Levies, Property Seizures, and Forced Asset Liquidations.

Oversee and manage Installment Agreements and Financial Hardship Appeals extensively and carefully examining over two years of income/expense documentation for taxpayers (in all stages of aggressive actions of collections).

Played an invaluable role in bringing the company to an ‘A- rating’ with the Better Business Bureau, bringing in 25 of the 90 total Positive Reviews for TDN (27%) from over 200 employee review accruals.

Awarded ‘Employee of the Month’ for January of 2013 for excellence in service.

Rewarded a $600 Simmons La-Z Boy Recliner in December 2012 due to work quality, loyalty, customer satisfaction, and dedication to work overtime (until all work is 100% complete).

PNC MORTGAGE, Jacksonville, FL 2011 to 2012

Loss Mitigation Negotiator/SPOC III

Responsible for assisting with Distressed Mortgages and determining the best methods of avoiding mortgage foreclosure.

Key Accomplishments:

Oversaw assigned Dashboard of loans throughout MLIT/MHAP process from beginning to completion with efficiency.

Successfully provided solutions and assistance to various issues related to all stages of the foreclosure process.

Managed various job functions and responsibilities including the handling of Forbearances, Modifications, Liquidation Workouts, and Investor Approved Repayment Plans.

Consistently maintained high quality performance ratings, adhering to all applicable performance guidelines, and providing a focus on HUD and GSE policies/procedures and investor requirement/practice needs.

BANK OF AMERICA, Jacksonville, FL 2011 to 2012

Short Sale Negotiator IV

Responsible for assisting with Government Loans and determining the best methods of short sales.

Key Accomplishments:

Individually worked on over 40 loans at a given time with accuracy and great attention to detail.

Provided Loss Mitigation assistance and solutions to borrowers in all stages of the foreclosure process.

Responsible for effectively documenting loan history and researching and preparing documentation.

Responded to customers, investors, and other 3rd party inquiries, analyzing requests in accordance with established guidelines (HUD policies/procedures) to determine the appropriate course of action.

KELLI JEANNE HENRY RESUME, PAGE 2

EVERHOME MORTGAGE, A Division of Everbank, Jacksonville, FL 2009 to 2010

Late Stage Default/Loss Mitigation Loan Counselor III

Responsible for assisting a bank with determining the best methods to avoid foreclosures.

Key Accomplishments:

Performed late-stage collection activities on inbound/outbound calls on a daily basis.

Provided the needed and crucial Loss Mitigation assistance and solution support to resolve stages of delinquency or foreclosure, including initiating Special Forbearances or Repay Plans for full reinstatement and recovery of past due balances.

Adhered to all performance guidelines and industry/banking guidelines to provide optimal and quality service standards, methods, and techniques to maximize positive results.

ADT SECURITY SERVICES, INC., Jacksonville, FL 2001 to 2008

Affinity Department

Assisted with the collection of data and account maintenance of customer accounts/contracts.

Key Accomplishments:

Negotiated contract length, price, and conditions optimizing productivity and end results.

Provided the effective resolution to problems by working pre-qualified residential and commercial leads in the US and Canada (through a critical selling path) and then gathering the necessary information needed to close the sale.

Trained, mentored, and coached new and existing team members to be efficient and self reliable.

Won the ‘Club Excellence Award’ as the Top Seller of units for the entire company.

Hold a company record for the most returned contracts in the US and Canada during my duration.

Worked in close collaboration with ADT account sectors including USAA, Home Depot, AARP, and National Account employees.

TECHNICAL SKILLS

Computer Knowledge: Microsoft Suite, LPS Matrix, Fidelity Lender Software,

3270 EPortal, ATS Applications, Equator, iPortal, HomeSaver, AS400, Image Express

LPS/MPS Lending Portals, Early Resolution, Lotus Notes Applications, PassPort, & HAMP/HAFA Waterfall Calculator

Knowledge/Proficiency: Government Tax Regulations and Guidelines,

IRS IRM Statutes, State Department of Taxation Rules/Regulations, CONV, FHA,

VA, FNMA, & FHLMC

EDUCATION AND TRAINING

Associate of Arts Degree, Business (2013)

Diploma, Preble High School, Green Bay, WI (2000)

Contact this candidate