Customer Service Project Manager

Carol St. Aubin

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

Bloomfield Hills, MI 48301

248-***-****

**********@*******.***

Objective

. To obtain a Customer Service position where my leadership skills can

be utilized to improve customer satisfaction

Qualifications

. 17 years of customer service experience

. Adaptable, flexible to ever-changing environments

. Excellent written and verbal communication skills

. Detail oriented

. Excels in team or independent environment

. Excellent multi-tasking and organizational skills

. Punctual and dependable

. Problem solver

. Self-starter

Employment History

Current (2010 - present) Quicken Loans, Detroit, MI

Escrow Analysis - December 2012 - present

. Research loans to review escrows for overages and shortages

. Review and upload documents into Epic

. Communication with Customer Relations, Client Resolutions, Default

Teams

. Set tasks for Insurance or Tax Teams

. Work various tasks to: add escrow accounts to client's loans per their

request, delete escrow accounts, spread shortages, analyze force

placed insurance or taxes loans, analyze loans in bankruptcy, work

exception report.

Escrow Specialist - May 2012 - December 2012

. Reconciliation of HUD/FHA monthly mortgage insurance premiums

. Quarterly FHA vs. Quicken portfolio audit

. Process refunds/determine who gets the refund (client, investor or QL)

. Terminations of mortgage insurance when client's LTV reaches 78% or

below

Banker Licensing Underwriter - June 2011/April 2012

. Review banker's license application to determine what information is

required to supplement application so process for licensing in each

state can move forward

. Review credit history to determine eligibility based on state

specific criteria.

. Analyze criminal background and court documentation to ensure

compliance with state regulations.

. Follow up correspondence with bankers, leaders and state examiners

Home Preservation Specialist - Oct. 2010/June 2011

. Reviewed and analyzed all documentation submitted by borrowers to

ensure accurate, updated and necessary forms were present and orderly

before presenting to PMI for final loan modification

. Created and updated Excel spreadsheets to track lead conversion

. Assisted agents in verification of complete packages

. Reached out to borrowers to obtain additional information to complete

financial package

. Followed up with PMI to verify receipt of packages and confirm

compliance with government regulations, etc.

. Obtained additional documentation if necessary after proposing to PMI

2009-2010 Colwell Salmon - GMAC Mortgage, Livonia, MI

Call Center Supervisor

. Managed a team for IB/OB campaigns in loan resolution, collections,

loan modifications and loss mitigation

. Monitored calls to ensure government regulations were being met

. Coached agents to ensure 95% and above quality assurance

. Achieved targets on average handle and wrap times

. Mentored/trained new Supervisors and team leads

. Originated numerous spreadsheets for tracking attendance, quality,

production and agent breaks/lunch schedules

. Monitored campaign/account-based performance reporting and calls

2007-2009 Ancor Information Management, Troy, MI

Project Manager

. Managed numerous clients in a deadline driven environment of the

HEALTHLOGIX division (largest including Blue Cross Blue Shield and

HAP)

. Took client specifications to receiving data to final mail product

. Worked closely with internal departments (IT, Warehouse, Operations)

to ensure jobs were on schedule and meeting quality

procedures/policies

. Managed clients inventories

. Implemented client directed changes and urgent requests

. Assisted in training CSR's on updated and new procedures

. Assisted production floor during open enrollment

1993-1996 Flexible Plan Investments, Bloomfield Hills, MI

Director of Operations - Annuity Price Center

. Managed team in start up call center on IB/OB campaigns

. Tracked share price fluctuations and market performance

. Generated spreadsheets/reports for presentation for analysis of client

portfolios

. Coached/trained new agents

. This was a new position/promotion created for me based on performance

Account Representative - Flexible Plan Investments

. Assisted clients with portfolios, choosing funds

. Recommended funds based on individual client goals

. Consulted with mutual funds regarding client objectives

. Implemented new software

1987-1992 Chrysler - JJIAC

Assistant to CFO

. Implemented policies/procedures for Body Engineers

. Supported CFO in all areas including correspondence, meeting agendas,

spreadsheets, travel arrangements and organizational charts

. Assisted department heads with administrative duties

1996-2007

Stay-at-home-Mother

. Part time work on a consulting basis for APC and Comp-U-Time

. Managed finances and budget

. Organized appointments, schedules, activities of 2 children

. Maintained all household responsibilities

. Volunteered for 5 years in schools Media Lab, Computer Lab, Publishing

Center, Writer's Workshop and Reader's Workshop

. Additional volunteer work including Franklin Co-op Preschool,

Focus:HOPE and First United Methodist Church

Operating Systems

. Microsoft Excel, Word, Outlook, Powerpoint, Adobe Acrobat, LPS, Epic,

FHA Connection, Pacer, NMLS

. Great Plains

Education

UNIVERSITY OF MICHIGAN, Ann Arbor, MI

Bachelors Degree English/Business

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