Customer Service Manager

Melinda Rellford

**** ********** ***** *****

Jacksonville, Florida 32244

Cellular Phone 904-***-****

Work Phone 904-***-****

Objective: Ready to obtain a position with a company that is rapidly growing and has a great chance for advancement.

Qualifications

Excellent Mortgage banking experience

Excellent call monitoring experience

Collections experience

Excellent customer service skills

Excellent data entry skills

Strong negotiation and interpersonal skills

Fast learner and good listener

Good written and verbal communication skills

Education

6/1980 High School Diploma, William M Raines

9/1992 Nursing Certification, Florida Community College of Jacksonville

5/2006 Notary Public

1/2007 Notary Signing Agent

1/2007 Loan Originator

1/2007 Mortgage Loan Processor

Experience

08/2010 - Current JP Morgan Chase Jacksonville, FL

Senior Service Quality Specialist

Primary Responsibilities Include: Monitor and evaluate business unit calls to ensure adherence to established policies and procedures.

Providing feedback and coaching to employees. Lead calibration meetings to maintain efficiency and consistency in call monitoring. Providing

effective feedback on calls monitored to improve agent performance. Assign and Distribute work to team. Lead meeting for Line of Business

calls to review company policies/ procedures and review legal compliance.

05/2008-07/2010 Wachovia / Wells Fargo Jacksonville, Fl

Team Lead

Primary Responsibilities Include monitoring and evaluating the job performance of Call-Center Representative. Developing employees through

observation, constructive feedback and education. Coaching employees to high performance for both productivity and quality-of-work

objectives. Auditing collection activities and analyzing delinquent accounts to minimize loss and to determine proper course of action and

handling escalated calls.

07/2004 -04/2008 Residential Mortgage Loan Processor Jacksonville, FL

First Coast C&C Asset Resource and Mortgage, LLC

Responsibilities included supporting Loan Officers, processing residential loans with particular emphasis on conventional, non-conventional and

home equity lines of credit. Additional duties included collection and processing of all income documents, employment verification for

potential borrowers, ordering payoffs for mortgages. Ordering Appraisals and review property appraisals for value information. Closely work

with Title Company’s to ensure title is properly cleared of any encumbrances. Maintain and update monthly reports of loans in processing,

closed and funded loans.

10/2002-6/2004 Collections Representative Jacksonville, FL

CNAC MANGER

Car Loan 3rd Party Collection, updating customer account, making outbound calls to advise them of the delinquent status of their account. In

addition, skip tracing to locate customer and follow up on insurance claims.

04/99-9/2003 Collection Representative Jacksonville, FL

C.I.A. Collections Manager

Responsibilities included training and developing collections review accounts for client’s audits, meeting office budget and goal bonus sheets,

monitoring collection efforts for staff.

07/1994-3/1999 Default Collections Representative Jacksonville, FL

Bank of America/Fair Bank

Responsibilities included mortgage collection 3rd party, review delinquency accounts, updating customer information, skip tracing, Clarify the

borrower’s situation and intention with the property. Update account information based on the borrower current situation. Educate the borrower

on possible Loan Resolution options, based on investor guidelines to avoid foreclosure. Set up repayment plans, update financial information

and take payments over the phone when necessary. In addition, outbound solicitation to mortgagors to avoid foreclosure.

9/1989-6/1994 Default Collections Representative Jacksonville, FL

National Auto Finance

Responsibilities included car loan 3rd party collection, updating customer account information, skip tracing, and following up on all bankruptcy

with attorney.

Skills

Microsoft Word

Word Perfect

Microsoft Excel

Microsoft PowerPoint

Access

10 key touch

LPS/MSP

Desktop Management

References Available upon request

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