Customer Service Sales
Resume:
Patricia (Patty) A. Jen
Cornelius, NC 28031
*****.***@*******.***
704-***-**** cell
WORK HISTORY
Bank of America – Proficiency Coach DSCR LZE - April 2012 to Present
• First point of escalation for process, policy, procedure and system questions for the Office of the President & CEO
DSCR - Level Zero Escalation team.
• Coach associates to next level of proficiency conducting weekly learning activities, observing and assessing
performance as well as developing action planning
• Provide reporting as to associate skill and proficiency levels to Team Managers
• Identify problem areas and alert the Management Team through measurement of process and escalation routines
• Remediate associates/leader concerns thorough learning labs, individual coaching, developing of quick tips for
front line associates
• Build competency in technological tools such as process/procedural updates
• Work closely with Associate Quality Monitoring partners to identify associates with particular quality of work
deficiencies
• Perform Weekly Policy and Procedure Meetings to inform associates of changes and updates as it pertains to all
Investor Segments, GSE and Non-GSE, National Mortgage Settlement (DOJ) required reinforcement
communications.
• Provided coaching to the Associates within DSCR Level Zero by coaching associates to provide excellent
customer service and to assure associate addresses all concerns, requests and treatments.
• Monitor and coach associates on quality, accuracy and compliance with policy and procedures.
• Collaborates with the management team to design successful action plans that improve overall performance
• Analyze associate trends as to create quick hit training, present sharing of associate best practices and present
material/process/procedures all to improve performance to the next level of excellence
• PEGA testing April 2013: Pega is a new system helps to increase the accuracy and speed in the collection of
documentation needed to underwrite the loan modification.
Bank of America - Customer Relationship Manager (CRM) – Oct 2010 to April 2012
• The CRM team is responsible for working with customers to determine the best retention or liquidation option
available in order to help customers with their distressed mortgages.
• Single point of contact (SPOC) for the customer throughout the default prevention process working with Process
Support, Underwriters, Proficiency Coaches, Managers, Short Sale/Deed in Lieu associates, as well as the
Foreclosure team.
• Responsible for explaining the process and communicating the status of the loan, providing next steps for the
customer during the entire process of home retention and liquidation
• Manage the account from the start of the loan modification application to the completion of the loan process
• Conveys approval offer and explains the trial modification process or decline decision and next steps
• Monitors trial payments and performs routine collections during the trial period and follows the customers loan to
successful permanent modification
• Discusses liquidation options with the customer if a loan modification request is declined and follows the
customers loan through the liquidation process
Bank of America – (MCAT) Mortgage Servicing Specialist II Oct 2010-Sept 2011 (title change in Sept 2011)
• National Contact Center located in the Headquarters of Charlotte, NC
• Provided support for the default servicing of mortgage loans
• Responsible for the processing of payments, documentation of loan history, responding to customer, investor or
other 3rd party inquiries, researching and preparing documentation for modification
• Resolved problems and investigated a wide variety of issues
• Handled escalated issues by successfully navigating the organization to resolve customer requests
• Resolved more complex levels of transaction questions with limited supervision to complete daily tasks and duties
• Exhibited strong work ethics, attention to detail, effective communication skills, strong MS office applications and
multitasking ability with a variety of different computer programs
Bank of America - Sr. Customer Service & Sales Specialists - June 2010 to Oct 2010 Line of business change
• Charlotte Small Business Contact Center for Eastern Region
• Sales of checking, saving and online banking services designed for small business
• Cross Selling or up selling of financial products
• Solved problems and investigate/resolve a wide variety of issues
• Handled escalated issues by successfully navigating the organization to resolve customer requests
• 5K performer within the first 3 months in this position
Parker Domnick Hunter - Service Account Coordinator - March 2008 to September 30 th, 2009
• Customer support for Preventative Maintenance Sales and service for National Accounts (Pepsi, Lance, etc).
• Generated Quotations, ship necessary parts and account maintenance including collections.
• Coordinated track and report the Service Technicians time sheets/service work reports for each service visit
• Submitted Warranty Claims to factories for reimbursement on Warranty Claim
• Gathered customer base Tax certificates per Resale License and input into interactive Tax system
• Sent monthly reports on Account payment status to Sales Manager
Honda of Lake Norman - Internet Sales Manager - Aug 2007 to February 2008
• Responded to internet leads from customers interested in purchasing a vehicle
• Delivered pricing and availability per the customers specification for vehicle model
• Followed up on leads to continue to build a relationship with the customer
• Set Appointments and Schedule customers to come in for a test drive
Infiniti of Lake Norman, Lake Norman Chrysler,Dodge,Jeep, Keffer Volkswagen - Customer Relationship Manager
Multiple Dealership Experience 2000-2006 .
• Responsible for the Dealership Certification Requirements (Six Sigma) Processes & Policies from Manufacture
• Instructed sales staff on the sales process, product knowledge and policies required by the GM (20+ employees)
• Call all customers after the sale or service of their vehicles and develop a relationship with those customers and
report trends and issues to the GM.
• Coordinated the maintenance of the facility and the required certification training for all employees in the sales,
service and parts departments
• Developed the New Hire Process and train the new employees on all processes, safety requirements, review
company handbook, and introduce them to each department manager
• Held Quarterly Audits for each department to collect data and analyze the data to see where the process needs
improvements or if corrective action is needed
Standard Register - Customer Service Manager - Monroe, NC - 1998-2000
• Responsible for the supervision, direction and training of 15 employees: customer service/order entry department
• Provided support to the Charlotte Sales office with account setups, order entry, problem solving and order status
• Maintained the pricing files for each account and provided sales support on the capabilities of the ISG facility
• Implemented departmental procedures necessary to ensure the successful production of orders
• Experienced with digital imaging and high volume printing
• Recommended operating budget for the department.
EDUCATION
University of North Carolina at Charlotte - Bachelor of Creative Arts Degree
COMPUTER SKILLS
Microsoft Office Excel, Word, Power Point, Access, Outlook Calendar, Typing speed 55+WPM, ADP, Homebase, AS400,
Boss, Lean, Reynolds & Reynolds, Higher Gear, Microsoft Dynamics, Quickbooks, CARMS, Avatax, myHR, Flagscape,
CRM Central, Interact, LAMP, Salesforce, Aspect, AVS, Iportal, Loan Modification Portal, LAFA, LHIS,
Siebel, Lotus Notes, LPS, NICE, PEGA, SRM, Sharepoint, PEGA
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