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Customer Service Quality Assurance

Location:
Fort Worth, Texas, United States
Salary:
50000.00
Posted:
November 14, 2017

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Ivan Martin Gardea

Fort Worth, TX *****

817-***-**** ac3a12@r.postjobfree.com

SUMMARY

Bi lingual supervisor professional, with 10+ years of management and 7+ years of experience in financial mortgage industry. Collections, loan processing, underwriting and servicing of real estate loans in default. This hands-on position requires extensive contact with clients, attorneys, realtors and vendors. Proven record of prioritizing, multi-tasks and excellent time management skills. Extensive knowledge of lending procedures FHMA, FHLMC, FHA, VA regulations and guidelines, including legalities pertaining to such loans. Skilled in building and maintaining exceptional relationships with team members, peers, upper leadership, and clients. Recognized as a Top Team Performance Supervisor among peers across sites. Ensured superior customer experience by encouraging ownership-mentality atmosphere to increase customer satisfaction. Proficient in Microsoft Word, Excel, PowerPoint, Outlook, Call center collection dialer, IVR system, CMS monitoring tool, MSP, LPS, Agent desktop, AS400.

EXPERIENCE

Conn’s HomePlus, Fort Worth, TX 3/13/17-Present

Sales Associate

Provide face to face assistance to customers through the buying process to include merchandise selection, payment and finance options and pick up and delivering.

Process customer’s credit applications face to face or over the phone.

Create merchandise tickets and direct loan documents.

Make telephone calls to existing and potential customers.

Ability to assist with merchandizing and store product set up.

Assist in maintaining the cleanliness of Conn’s store and customer carry-outs.

JPMorgan Chase Home Finance, Coppell and Lewisville, TX 1/1/14-7/22/2016

Loss Mitigation Mortgage Supervisor

Current knowledge of RESPA and MDIA regulations.

Created a productive department through written and verbal communications. Review and approved communications relating to products, procedures, and other information, interpret, clarify, and ensure changes to process, policies and procedures are communicated and oversee execution.

Ensured that customers and clients received accurate and timely communication regarding alternatives to foreclosure.

Maintained compliance with state and federal lending regulations, implementing corrective action to address deficiencies as warranted.

Audited completed loan files on all documents, verified calculated income and assets thoroughly before submission to underwriting.

Personally reviewed 400 files monthly for accurate financials/income documents, credit worthiness report, mortgage titles, appraisals, listing agreement, hud1 and sale agreement.

Enhanced quality assurance and control by leveraging technology via an onshore third party

Trained and developed staff members to ensure achievement of all processing standards. Performed ongoing performance assessments with appropriate follow-up, on all 15 to 20 direct reports.

JPMorgan Chase Home Finance, Fort Worth, TX 7/22/09–1/1/14

Collection Mortgage Supervisor

Performed administration duties, such as maintaining attendance system and production reports.

Managed 10 to 16 agents’ daily KPIs/performance, achieving top performance results every month.

Conducted daily meetings with Workforce management on daily service levels metric.

Analyzed daily/weekly reports to track 30, 60 and 90 days past due production and areas of opportunity.

Accomplished top team performance results above 100% out of 5 Loss Mitigation teams for a full year.

Led team in achieving Top Customer Satisfaction scores of 9 and 10 on a monthly basis.

Effectively executed training projects and recommendations with all supervisors to improve call center performance.

Current knowledge of RESPA and MDIA regulations.

Current knowledge of FDCPA regulations.

Successfully conducted interviews; hired strong candidates; promoted 4 to 5 agents annually.

Computer Science Company, Fort Worth, TX 11/2007–7/2009

Medicare/TWIC Customer Service Supervisor

Performed administration duties, such as maintaining attendance system and production reports.

Managed 15 to 20 agents’ daily KPIs performance for top performance results every month.

Handled disciplinary recommendations and actions.

Conducted weekly meetings to provide any and all updates on policies and procedures.

Analyzed daily/weekly reports to track production and areas of opportunity.

Handled department escalated issues and complaint calls.

Coached, mentored, and performed mid-year and year-end performance reviews.

Accomplished 10% above the monthly contractual performance goal every month.

Effectively communicated verbally and written all government regulatory updates across the call center.

Conducted and introduced successful customer service training materials.

Firebird Capital Management, Arlington, TX 8/2004–11/2007

Collection Charge off Supervisor

Analyzed daily/weekly reports to track production and areas of opportunity.

Assisted the company president with creating a monthly-performance incentive-payout matrix.

Conducted weekly meetings to provide any and all updates on policies and procedures.

Created and introduced collection-performance monthly scorecards.

Created quality assurance monitoring scorecards.

Handled department escalated issues and complaint calls.

Handled disciplinary recommendations and actions.

Managed 15 to 20 agents’ daily KPIs performance for top performance results every month.

Performed administration duties, such as maintaining attendance system and production reports.

EDUCATION

Studies at Tarrant Community College-Fort Worth, TX

Skills/Specialties

Operations analysis

Processing development

Quality Assurance

Client account management

Policy/program development

Call center monitoring software systems

Auto collection

C&D charged off collection

Credit Union



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