Customer Service Quality

MARY THOMPSON

***** ***** **** #**** • Addison, Texas 75001 • 214-***-**** • *********@*****.***

CUSTOMER COMMUNICATIONS SPECIALIST

CORE COMPETENCIES

• Monitoring

• Reading Comprehension

• Speaking

• Management of Personnel Resources

• Judgment and Decision Making

• Active Leaming

• Management of Financial Resources

• Operation and Control

• Operation Monitoring

• Quality Control Analysis

• Active Listening

• Instructing

• Coordination

• Social Perceptiveness

• Critical Thinking

• Leaming Strategies

• Complex Problem Solving

PROFESSIONAL EXPERIENCE

QUALITY CONTROL AUDITOR

WR STARKEY MORTGAGE

• Collect and analyze production samples to evaluate quality. August 2015 - July 2017

Plano Texas

• Review quality documentation necessary for regulatory submissions and inspections.

• Review and update standard operating procedures or quality assurance manuals.

• Produce reports regarding nonconformance of products or processes, daily production quality, root cause analyses, or quality trends.

• Identify quality problems or areas for improvement and recommend solutions.

• Instruct staff in quality control and analytical procedures.

• Direct the tracking of defects, test results, or other regularly reported quality control data. MORTGAGE SPECIALIST

BANK OF AMERICA

June 2011 - July 2015

Plano Texas

• Analyze product complaints and make recommendations regarding their reportability.

• Interpret regulatory rules or rule changes and ensure that they are communicated through corporate policies and procedures.

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• Review product promotional materials, labeling, batch records, specification sheets, or test methods for compliance with applicable regulations and policies.

• Compile and maintain regulatory documentation databases or systems.

• Coordinate efforts associated with the preparation of regulatory documents or submissions.

• Identify relevant guidance documents, international standards, or consensus standards and provide interpretive assistance.

• Maintain current knowledge base of existing and emerging regulations, standards, or guidance documents.

• Obtain and distribute updated information regarding domestic or international laws, guidelines, or standards.

• Participate in internal or external audits.

• Prepare or direct the preparation of additional information or responses as requesteq by regulatory agencies.

• Prepare or maintain technical files as necessary to obtain and sustain product approval. UNDERWRITING ASSOCIATE August 2009 - Octdfier 2011 FANNIE MAE FEDERAL NATIONAL MORTGAGE ASSOCIATION Dallas Texas

• Examine documents to determine degree of risk from such factors as applicant financial standing and value and condition of property.

• Decline excessive risks.

• Write to field representatives, medical personnel, and others to obtain further information, quote rates, or explain company underwriting policies.

• Decrease value of policy when risk is substandard and specify applicable endorsements or apply rating to ensure safe profitable distribution of risks, using reference materials.

• Review company records to determine amount of insurance in force on single risk or group of closely related risks.

• Authorize reinsurance of policy when risk is high. UNDERWRITING ASSOCIATE April 2005 -August 2008

EMC MORTGAGE Lewisville Texas

• Examine documents to determine degree of risk from such factors as applicant financial standing and value and condition of property.

• Decline excessive risks.

• Evaluate possibility of losses due to catastrophe or excessive insurance.

• Decrease value of policy when risk is substandard and specify applicable endorsements or apply rating to ensure safe profitable distribution of risks, using reference materials.

• Review company records to determine amount of insurance in force on single risk or group of closely related risks.

• Authorize reinsurance of policy when risk is high. ESCROW ASSIST ANT

ALAMO TITLE

September 2002 - August 2006

Dallas Texas

• Review reports establish from the tracking system ( on a daily basis). Monitor production and turnaround-time; Review reports/addendums for accuracy for closing and branches;Prepared, managed incoming & outgoing wires.,.

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EDUCATION AND TRAINING

ASSOCIATE OF ARTS-BUSINESS March 1980

SW A YER SCHOOL OF BUSINESS

HONORS & AW ARDS

• n/a

TOOLS & TECHNOLOGY

• Analyzing and Processing Loans;Refinance/Resale loans: QC Underwriting; Microsoft Office:Customer Service; Effective Communication; Team Player. AFFILIATIONS

• Carrollton Democrats Club. (Treasure)

VOLUNTEER WORK

• I audit all incoming and out going information for the club. Indiana •

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