Customer Service Manager

Summary

*+ years of Financial Service and Banking experience with leadership, coaching and advising on financial life skills development. 15+years in Customer Service related experience. As a Collector, I was promoted four times within the same corporate banking company in less than three years, awarded more than 8 times and pinned for the quality of my work and also for my hard work and dedication to the customers. I have and continue to, receive recognition from my peers and colleagues for my leadership and accountability.

Skills/Assessment scores

Microsoft Office Suite: Word, Excel and PowerPoint

Analytical Skills 97%

Outlook

Adobe Acrobat Reader DC

Internet research

Public Relations Principles

Event planning Principles

Data Collections Techniques

Grammar, Punctuation, Spelling and Vocabulary use

Conflict Resolution Techniques

Special licenses / certifications

State of Virginia Residential Real Estate License Certificate

Work Experience

Technical Support Agent

Synergy Solutions

Phoenix, AZ Direct Hire 04/20/2018

Delighting customers by solving problems for them, quickly and painlessly. As a Technical Support solutions agent my job is to align my high quality experience with the flexible technology designed to reduce customer stress and improve brand loyalty. Whether the issue is user education or a faulty product, as a strong technical support agent my position is to provide the perfect combination of aptitude and empathy to ensure a rapid resolution.

Providing information on devices features, compatibility, availability and prices

Providing remote instructions for initial set up of home security devices

Instructing homeowners on how to set the perimeters and security zones for their home security devices

Administrative Assistant III / Contractor

Contracting Agency: AppleOne

Subcontractor: Valley Metro, Phoenix, AZ Contracted from: 09/2017 to 3/9/2018

Formatting, drafts, and prepares a variety of correspondence and documents

Coordinating travel arrangements and itinerary for executive staff and accompanying agency staff.

Providing complex administrative and clerical support for the Executive Director, executive staff, member agency staff, and/or the Board

Coordinating meetings; preparing and assembling materials and agenda; arranging meeting location, meals, attendees, and presenters

MERS Conversion Admin / Contractor

Contracting Agency: Insight Global

Subtractor: DiTech Financial LLC, Tempe AZ Contracted from: 03/2017 to 08/2017

Completing task associated with major loan sale

Delegating assignments to teammates

Making detailed, accurate and timely review and execution of legal documents received for a variety of states

Database entry and tracking of the legal documents throughout the review process

Communication with various law firms, banks and mortgage companies, when corrections are needing to be made to the legal documents being reviewed

Ensuring the information contained within the legal documents is accurate and meet department quality assurance standards

Creating and imaging of supporting documents used to validate the information contained within the legal document

Shipping of documents to the various banks, custodians and mortgage companies that provided the legal documents for review and execution

Recruiter / Sourcer / Contractor

Contracting Agency: AppleOne

Subcontractor: Expert Global Solutions Inc.Phoenix, AZ Contracted from: 09/2016 to 01/2017

Create, update and execute advertising/recruiting plan based on operations forecast

Maintaining knowledge of recruitment strategies by attending workshops; reviewing professional publications; establishing personal networks; participating in professional societies

Screen and refer qualified applicants to appropriate department management for follow-up interview

Post job openings to career boards, newspapers and other media outlets as well as internally

Provide information on company operations and career opportunities to outside agencies and potential applicants

Identifies and makes recommendations to implement improved processes

Provides feedback to management concerning possible problems or areas of improvement

Ensures project issues and concerns are escalated to management to be addressed efficiently and to ensure all operational processes work properly

Maintain professional relationship with city, college and community placement offices. Performing activities for one location

State Tax Assistant / Contractor

Contracting Agency: Robert Half/Office Team

Subcontractor: Maryland State Comptroller-Revenue Administration Division (RAD), Annapolis, MD 2014 to 03/2015

Assisting Maryland State taxpayers with their individual income tax filing and preparation in accordance with Maryland State Tax laws

Operations Assistant Manager

Dollar Tree Stores, Lanham, MD 08/2014 to 11/2014

Assisting with the complete operations of assigned store, in conjunction with assigned tasks and duties Assisting in hiring, training and development of all store associates in both operations and merchandising

Assisting with all store functions including scheduling, ordering, freight processing and all day-to-day store activities as directed

Performing all opening and closing procedures

Protecting and securing all company assets, including store cash

Adhering to all policies and procedures including safety guidelines

Providing leadership and direction to associates as appropriate to include utilization of daily planner and index cards

Maintaining a professional and friendly environment with customers, subordinates and supervisors

Maintaining sales floor to company standards to include recovery

Assisting with evaluating, recruiting, hiring, training, motivating and counseling of Dollar Tree associates

Processing of all required reports, documents, and memos. Proficient use of available tools and technology at the store level

Home Service Specialist II- Senior Mortgage Loan Processor

Bank of America Corporate, Hunt Valley, MD. 09/2012 to 07/2013

Processed loans approved by an Underwriter or an automated decisioning system

Credit signing authority within delegated limits and responsible for clearing conditions and issuing changes to the terms on previously approved loans

Responsible for but not limited to verifying conditions of approval which may include, customer income/assets documentation

Resolved routine title issues including but not limited to the following: vesting issues, child support liens, judgment liens, mechanic liens and undisclosed liens re-conveyances; processing subordination, resolves appraisal disputes, depending on channel

Coordinated loan refinance closing activities

Maintained a high level of customer service by being proactive in communication with customers, including banking center associates, Realtors, etc.

Served as the focal point of communication with homeowners and sales force in the closing process of the loan refinancing

Engaged in residential loan mortgage origination (as defined the SAFE Act) as position is subject to SAFE Act requirements

Military Mortgage Specialist

Bank of America Corporate, Norfolk, VA. 05/2011 to 09/2012

Managed an established book of accounts of military borrowers loans using an automated collections auto-dialing system

Worked on defaulted and non-defaulted military loans for servicing and resolution options

Processed routine transaction and documented loan history

Responded to customers, investors, and other third party inquiries

Research and prepared documentation or analyzing requests in accordance with established guidelines and determined appropriate course of action

Negotiated full balance repayment and promoted repayment programs or settlement plans Subject Matter Expert (SME) for site transition from credit card servicing to Military home loans refinancing

Served as a Subject Matter Expert (SME) for site transition from credit card servicing to Military home loans refinancing

Served as a replacement Team Lead: conducting team meetings and training on new operation

Credit Card Collection Associate

Bank of America Corporate, Norfolk, VA 12/2009 to 09/2012

Reviewed and advised card holders of accounts status

Serviced card holders accounts from calls received on the automated dialer system

Negotiated full payments and payment arrangements on delinquent credit card accounts

Discussed other bank products beneficial to card holders

Excelled and received multiple promotions as a collector through the stages of delinquencies

Property Manager

Mindel Management, Quincy Court Condos, Washington, DC

10/2008 to 05/2009

Acting as a liaison for residents and the board

Assuring building security maintaining security key access

Informing and updating residents of any consequential changes to the function of the property

Overseeing maintenance of the property move-ins and departing residents

Education

Coursework towards Business degree and Engineering Physics

Associate of Science - Social Science 2009 - 2010

Tidewater Community College, Virginia Beach, VA

Associate of Applied Science - Human Science

Kaplan University, Davenport, IW 2015

Associate in General Business Study

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