Customer Service Management
Resume:
Dana Lynn Brooks
Jacksonville, FL 32222
**********@*****.***
Objective
To secure a challenging position that will allow me to use my current skills and expertise while
gaining new skills to assist and contribute towards the business growth of the company. Highly
motivated and willing to excel in to a position for any business or organization.
Skills
Strong rapport with customers, very professional, reliable person with powerful leadership skills.
Accustomed to working in a fast paced environments with the ability to think quickly and
successfully handle difficult customers while meeting deadline.
Excellent interpersonal skills and the ability to work well with others
Negotiations/ Time Management / Goal achiever / Multi tasking abilities/ Customer Service
organizational skills
MS Office, Excel, Word, Power point, Receptionist skills, phone skills, Call center, Collections,
Excellent written and verbal communication skills, customer service, typing, filing, LPS, Early
Resolution, First America and data archiving, New track, Hssn, Image Express, Core Logic,
Clarifier, DAT, Pacer
Professional Summary/ Experience
CitiBank - Assistant Operations Manager-Front end Processing S.A.F.E ACT
Jacksonville, FL August 2012-Present
Train help oversee an efficient and knowledgeable staff through coaching, training, and
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personal leadership. Resolve problems; answer staff questions.
Counsel interested/appropriate parties according to guidelines and requirements necessary
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to complete and prepare files for closing.
Ensure staff completes work accurately within the timing and practices established by
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state/federal/company guidelines.
Review/analyze procedures for more efficient and cost effective workflow management.
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Perform daily monitoring of Processing Dept. workflow, ensuring good relationships and
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exceeding expectations with brokers, AEs, support staff and vendors.
Maintain timeframe expectations
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Analyze escalated issues; determine appropriate solution; communicate with
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internal/external customers for quick resolution
Turn strategy and plans into results; consistently deliver on aggressive performance goals
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regarding customer satisfaction results.
Keep management apprised of department issues and developments as they relate to
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personnel, workflow and special projects. Communicate and coordinate policy and
procedure changes that affect other departments.
Digital Risk Mortgage Firm - Loss Mitigation Underwriter/Forensic
Underwriter Jacksonville, FL April 2012- August 2012
Responsible for reviewing, analyzing, approving and underwriting unusual or complex
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individual loan modification packages.
Dependent on division and complexity of underwriting, functions may include reviewing
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financial statements, credit reports, and applicable ratios( Debt ratios, loan-to-value).
Evaluating; examining transactions to ensure accuracy and completeness; preparing
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formal reports for review.
Ensuring that documents are consistent and uphold to company and industry guidelines;
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implementing fraud detection techniques, performing compliance reviews.
Assisting with re-negotiations of loans based on lending guidelines; contacting customers
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and lenders to gather information to make appropriate decisions.
Explain rationale behind credit decision.
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PNC Mortgage- Loss Mitigation Underwriter FNMA Jacksonville, FL
September 2010-April 2012
Determine workout options which include loan modifications, pre-foreclosure sales, deed
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in lieu, repayment plans and forbearance agreements
Ensure accuracy of financials by reviewing income and expenses and inputting data, such
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items as pay stubs, tax returns, bank statements, credit reports, and various others forms
of financial documentation to determine eligibility for hardship assistance
Ability to analyze mortgage documents, including, profit and loss statements, HUD1
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statements, and to synthesize data to determine optimal outcomes for borrowers.
Provide concise written summary of the borrower’s hardship and analysis of future ability
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to pay.
Ability to make decisions in applying investor guidelines against the borrower’s hardship.
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Be competent and confident to diffuse escalated issues with internal departments and
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display expertise in explaining the reasoning /justification when applying the investor
guidelines
Provide the best alternative to avoid foreclosure
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Provide analytical support to management for reporting purposes and other duties as
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assigned
Ability to make decisions in applying investor guidelines against the borrower’s hardship.
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Calculation front end and back end ratios, DTI, LTV, MTV
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Handle escalated, litigated and bankruptcy loans and processed retention workouts in
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accordance to investor guidelines.
Responsible for managing a pipeline of 80+ loans.
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Processed loss mitigation closing procedures.
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Submitted loan to HSSN for investor review.
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Participated in special projects when needed.
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Assist management in the training of all new hires which includes side by side coaching,
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system training and subject training.
Underwriting loans assuring all modifications guidelines are met, which include but not
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limited to, income calculations reviewed and order of appraisals postponing foreclosures,
ordering attorney’s fees and cost and ordering specific task.
WRH Realty-Jacksonville Leasing Consultant, FL June 2010-September 2010
Efficiently multi tasked
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Proven negotiating abilities to close leasing agreements
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Well organized and self-motivated, excellent communication and interpersonal skills
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Prepare leases, showed apartment homes, assisted move-ins, assisted move-outs,
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prepared renewals and marketing outreach.
Bank of America Mortgage-Dallas TX (04/09-04/2010) Loss Mitigation-
Underwriter FHA-Conventional, Collector lll /Home Equity Lines of Credit
Modifications Specialist
Contact customers via telephone to inform them to delinquency .Determine reasons and
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determine arrangements that will satisfactorily resolve the delinquency and any other
outstanding issues. May offer different alternatives (with some authority in regards to
adjustments), in addition to explaining consequences of delinquency in the attempt of
obtaining payments. (Typically works accounts with delinquency for more than 60 days.
Ability to communicate with attorneys, vendors, and other third parties insurance
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agencies on more complex cases. Skip trace customers in an attempt to locate them by
contacting other creditors, researching internal records, analyzing of credit reports. Sound
Judgment and decision making skills.
Modify Home equity line of credit loans- automatic
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Dallas Housing Authority-Dallas, TX Customer Service Rep II. (04/2009-
05/2009) Temp position
Provided callers with efficient information and assured all the calls are directed to the
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proper department.
Answered calls, provided information about HUD and Section8, set up work orders for
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tenants with maintenance issues.
Education
Escambia High School- Pensacola, FL 1996-2000
References available upon request
Contact this candidate