KAREN BELL

Costa Mesa, CA *****

714-***-****

ac7kx0@r.postjobfree.com

SUMMARY

Front Desk Receptionist, with excellent Customer/Guest Service experience that required a high security entrance for resident’s family and friends to enter. This position also required my complete attention given to the safety of the residents not to exit without supervision. Obtained and completed online training of Dementia and Alzheimer’s diagnosis and entered the residents’ room furnishings and clothing into an Excel Inventory system. Assisted Guests/Visitors of resident’s by:

Reserving private parties in the dining rooms and ordering specific meals from the kitchen.

Maintaining high alert for signs from the residents of needing assistance.

Redirected residents as needed at times required along with paging a caregiver, nurse or MOD to help accomplish this.

Participated in keeping the front lobby in order for the guests to enjoy a comfortable visit.

PROFESSIONAL EXPERIENCE Silverado Memory Care, Newport Mesa,CA – ( 2016 to 2018)

Front Desk Receptionist-(2016 to 2018)

LoanDepot, Irvine, CA/Foothill Ranch, CA

Call Monitoring Analyst- 2013 to 2018

Supervisor- Customer Care-(2010-2013)

Reputation of handling customers with integrity and ethics above reproach in a discreet manner. Known for demonstrating respect for others in a calm, even-mannered way, even when an unfavorable decision needed to be communicated, preventing further escalating.

Monitored high volume recorded calls with the sales agents and borrower to determine efficiency on a regular basis.

Evaluated and delivered FHA case number transfers for government loans, along with responding to the Better Business Bureau regarding consumer complaints and rebuttals over the process of the loan applications.

Researched the loan application file when declined by the underwriter due to low income, property value and debt to income ratio to determine if a rate lock fee refund would be allotted.

High consumer correspondence via telephone and email regarding customer service resolution during the process and post-closing of the loan.

Involved in strong relationships with managers daily to research and report employee behavior regarding customer service.

DITECH I GMAC, Costa Mesa, CA 1999-2010

Manager- Customer Care Department (2006 - 2010) Assistant Manager (2002 - 2006)

Customer Service Rep (1999- 2002)

Managed Supervisor with an outsourced call center in Manila for national residential lender. Monitored customer questions and complaints and acted as liaison between customers, various departments and external organizations.

• Managed outsource customer care team handling up to 500 calls per day achieving an answer rate of 99% with 100% of calls answered within 30 seconds; facilitated in weekly calibration performance meetings and provided professional feedback.

• Interacted with internal and external resources to present alternative solutions as a result of complaints filed about the property with the State and other agencies.

• Corresponded with borrowers to explain the breakdown of all funds by reviewing the Final Hud Settlement Statement and answering all concerns about disbursements to assure the borrower that the funds were distributed appropriately.

• Researched escrow accounts by reviewing servicing system with the borrower assuring that property taxes and hazard/flood insurance would be paid accurately and on time.

EDUCATION Accounting Certificate

Blackhawk Technical Institute, Janesville, WI

TRAINING

Anti-fraud, compliance and best practices of the industry

TECHNICAL SKILLS

Eclipse, FiServ, Looking Glass and Ditech Escrow

Contact this candidate