Management Customer Service
Resume:
TONYA R. JOHNSON
San Antonio, Texas 78261
Cellular: 713-***-**** Home: 210-***-****
Email: acbkid@r.postjobfree.com
SUMMARY OF QUALIFICATIONS
Communication & People Skills:
o Strong leadership, managerial, motivational, organizational and interpersonal
communication skills.
o Establish and preserve professional internal/external customer relations with people of
diverse social-economic and cultural backgrounds.
o Maintain essential confidentiality and apply WOW customer service training to manage
vital issues.
Organization & Time Management Skills:
o Dynamic professional with a successful record of accomplishment in project management
banking and sales.
o Skill to multi-task and adjust priorities in a fast paced environment while effectively
communicating decisions and exceeding specified goals.
o Resourceful, prepared to challenge and change current processes that are inefficient
and/or ineffective.
Technical Skills:
o Microsoft Office (Excel, Power Point, Word, Access, Outlook) Intranet and Internet.
o MSP, LPS, BART, iVault, ER, Citrix, FORTRACS, CCW, CA, DWS, Lenderlive, VLS and
SVP, SVT, Hogan, FastPay, InfoSource, SharePoint and Fidelity.
EDUCATION
University of Phoenix, Master of Business Administration – Pursuing
GPA Overall: 4.0/4.0 scale
Management Courses:
• Business Research/Statistics • Ethics/Strategy
• Operations Management • Human Capital Management
University of Phoenix, Bachelor of Science in Business Management, 2009
GPA Overall: 3.1/4.0 scale
Management Courses:
• Organizational Leadership • Strategic Management
• Public Relations • Human Resources Management
• Financial Analysis • E-Business
• Quality Management/Productivity • Business Law
• Marketing • Global Business Strategies
• Employment Law • Economics for Business
Minneapolis College, Certificate of Women’s Studies, 2002
GPA Overall: 4.0/4.0 scale
Leadership Support:
• Student Development • Starting Point Mentor/Coach
CERTIFICATION
Notary Public, State of Texas, 2010
VOLUNTEER
San Antonio area Habitat for Humanity, 2010
PROFESSIONAL EXPERIENCE
JPMorgan Chase, Customer Assistance Specialist II, CHOCs/Military Division/Risk/Default
San Antonio, Texas (May 2011 – October 2013)
o Lead day-to-day operations in absence of Assistant Vice President (AVP) – Conduct staff
huddles, clean desk audits, administrative support/inquires, attend meetings with Vice
President (VP), monitor performance and inspire high level execution.
o Partner with 10+ retail branches and non-profits HOPE NOW Alliance & Neighborhood
Assistance Corporation of America (NACA) developing strategies that drive customers
into Chase Home Ownership Centers (CHOCs) for face-to-face advisory services.
o Supervise Recognition Committee – Coordinate awards, oversee accomplishments and
communicate reports to AVP highlighting trends that improve performance/morale.
o Create and introduce staffing plans that enhance department workflow.
o Exceed key performance indicators quality control score – 95% vs. goal of 90%, RPC –
98% vs. goal of 80%, CSAT – 10 vs. goal of 9, Side by Sides – 98% vs. goal of 90% and
Decisions – 113.16% vs. goal of 80% - Top Performance Award.
o Analyze financial data (Profit &Loss statements/NPV/Taxes/HUD/BPO/Appraisals) to
ensure proposals are within framework of investor (FHA/VA/FNMA/USDA/FHLMC) and
legal (TILA/FDCPA/Regulation B) guidelines while minimizing risk/loss.
o Service pipeline of 100+ million total dollars in default files.
Wells Fargo Bank, N.A., Senior Loan Servicing Specialist, Collections/Loss Mitigation
San Antonio, Texas (August 2009 – March 2010)
o Floor management in absence of Manager – Service complex inquiries and maintain
daily, weekly and monthly statistical reports.
o Develop and facilitate Loss Mitigation training program – Influencing 150+ employees.
o Evaluate customer’s financial ability, intent and reason/risk for default – Utilize
appropriate retention/liquidation solutions (HAMP/CHAMP/VAU) while minimizing risk to
investors.
o Direct and advise new/seasoned Loan Servicing Specialists and Managers.
o Maintain daily, weekly and monthly statistical reports.
Wells Fargo Bank, N.A., Lead Teller/Supervisor, Sales/Retail Financial Services
Houston, Texas (February 2008 – August 2009)
o Manage operation including supervision, audit compliance, training, coaching,
performance appraisals and oversight of 5 – 6 tellers while fostering team-oriented
environment to recognize customer’s financial goals.
o Receive 3 service excellence awards, 2 management excellence awards, 2 team
excellence awards and 1 team member of the month awards.
Wells Fargo Bank, N.A., Teller, Sales/Retail Financial Services
Hopkins, Minnesota (August 2007 – February 2008)
o Coach and mentor new and seasoned tellers while delegating operational tasks.
Resolve escalated banking issues, complex transactions, delayed credits/debits, posting
errors and ATM maintenance concerns.
Fraser Community Services, Senior Program Associate
Richfield, Minnesota (July 2001 – August 2007)
o Design a spreadsheet and process that minimize medication errors by 85%.
o Staff administrations of 10 program associates across multiple sites.
o Collaborate with managers/peers across several locations to conduct staff training and
organize social activities for clients within strict time/budget limitations.
Contact this candidate