Customer Service Manager

Tracy Joan Brundidge-Denwitty/**********@*******.***

Summary: Confident Manager/Supervisor/Team Lead with the ability to effectively communicate with

a ll levels of staff and people of diverse culture & the ability to adapt to any situation. I am a dedicated

employee with extensive and Analytical & Resolution with intensive professional office skills .

S kills and Qualifications-Account Management- Bankruptcy/Pre- Foreclosure and Foreclosure

Specialist-HOA, Short Sale.-Insurance Research document Specialist - Debt solutions and debt

counseling programs. Experienced in support of completion of Modification documents Specialist-

portal, Insurance collections, Li tigation, collections- Mortgage Servicing Experience, including

k nowledge of Workouts, Demonstrated ability to manage relationships with both internal and external

customer & work effectively independently within a collaborative team oriented environment using

sound judgment in decision-making, ARMS, Escrows, and Payment - inbound/Outbound Call

Center/Collections-First & Third Party/Professional Customer Service Experience-Aspect, Facilitation

skills. 60 WPM, keystrokes 12,000, Current - MS Office Suite, including: Word, Excel, Access, I-

series/AS400, Oracle.

D uties as a Collector - A nalyzed financial ability of customer to design repayment plans. Obtaining

and analyzing facts of loss Sending necessary correspondence as i t relates to the claim and department

of insurance regulations - Monitor and update customers at various stages of the claims and repair

p rocess to ensure expeditious service -Identifying and t ransferring total loss features to the Total Loss

U nit for settlement handling -Identifying referrals, completing proper summaries and forwarding files

to subrogation for collection in a timely manner-Participate in client conference calls -Ini tiating actions

to research client questions or to resolve processing problems -Involving support departments to meet

client requests or processing problems, while maintaining accountabili ty for client response -

I dentifying needs for system enhancements or process changes in response to workflow, data, or

p rocessing issues.

P rima ry responsibilities Collect payments on past due bills/accounts, Create a list of people who have

not made payments. Organize list according to severity of delinquency. Locate customers using credit

bureau information, background checks, loan documents, and other paperwork or databases. U tilize

computer systems to handle skip t racing. Inform clients of overdue accounts and amount currently

owed. Attempt to collect payment. Review terms of sale or loan documents. Ensure all customer

i nformation is correct, including phone numbers and addresses. Listen to customer's story and

determine if debt can be collected. Set up repayment plans and new terms of sale. Offer advice or refer

customers to debt counselors. Record new commitment to repay debt, Send statements of delinquencies

to credit bureau. Initiate repossession proceedings or hand over account to law practice that specializes

i n debt collection. Purge records if debt has been satisfied. Report satisfied debts to credit bureaus.

Follow federal and state laws dealing with debt collection. Print reports for management. Purge records

f rom deceased customers. Assist with debt counseling and solutions.

• Contract Positions- Southwest Credit Solutions. Collector, Call Center Specialist

11/201301/2014

• Rose In ternational/Bank of America- Collections Call Center/ Foreclosed Mortgages-5/2013-

10/2013

• Richardson Catastrophe Center-Call center insurance claims specialist -10/2012/02/2013

• Wingspan Portfolios-Quality Review Specialist Team Lead-01/2012-08/2012

• Staff mark/Bank of America- Team Lead-Collections, Call Center/ Loan Modifications Specialist

04/2010-11/2011

• Ventura Staffing/State Farm Insurance Company- Call Center/Claims Specialist 02/2008-2009

• Spherion Staffing/New York Life Insurance Company-Customer Service-01/2007-11/2007

• State Temporary Solutions/Office Manager, Collections Supervisor-2003/2006

• Philadelphia Workforce Development Corporation, Client Service Representative Case Manager

1984-2002

Education- Management by objections-Analytical & Resolution Skills/ Time Management skills/Office

M anagement Skills

• Management and Leadership Training with facilitation Skills Course 1997-1998-• Professional Case

M anagement Certificate, PA

• Wake Tech Community College- Human Resource office skills -Professional Customer Service

Certificate

• Potters Institute-Professional Public Speaking-Communications & Facilitation Skills Course-2010

Certificate Awarded

• Bank of America- Money Launder, Debt Counselor, Mortgage Fraud Training, Discrimination for

C redit, Loans and fraud.

References-E dward Bowman - Director of Philadelphia Workforce, Philadelphia, PA 215-***-****

Winston Evans- Manager at Richardson Catastrophe Center, Richardson TX, 214-***-****

Ayden Shuntiau- Supervisor- Southwest Credit, Carrollton, TX 469-***-****

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