Customer Service Sales

Tahira Jones

***** **** ****** *******, ** *****

Phone: 909-***-****

E-mail: ******.******@*****.***

OBJECTIVE

Resourceful and industrious call center agent with excellent communication and customer service skills with a broad range of

expertise in mortgage servicing, fulfillment, collections, foreclosures, home retention, modifications, shorts sales, deed in lieu’s,

inbound/outbound calls and quality assurance gained primarily via excellent service in call centers

WORK EXPERIENCE

Bank of America

Lead Operations Representative January 2013- Present

Daily pipeline of defects to cure within 24 hours

Worked with our fulfillment partners, internal and external customers, and third parties by email, telephone, and mail to ensure

loans were submitted to insuring for clearing

Effectively used Bank of America resources such as: Policy and Procedure Tool to get accurate resources to clear the

deficiencies

Maintained SLA by establishing a cycle time of under a day and ensured 100 accuracy on quality adherence

Deepened relationships with our fulfillment and post closing partners to determine which deficiencies needed to be escalated

Worked with escalated loan cases that were approved and monitored by senior leaders

Worked closely with management to establish loan committees to research aged deficiencies to prevent the loan from being

unsellable

Service and Sales Specialist II June 2012 - January 2013

Deepened relationships with preferred banking clients to ensure quality customer care

Recognized sales opportunities and promote products such as IRA’s, CDs, Credit Cards, Savings accounts, etc...

Correct/reapply customer’s overdraft charges or any miscellaneous charges on account to ensure customer satisfaction

Trained new associates on a monthly basis to ensure productivity and maintain average handle time on each call

Maintained 100% quality each month through call monitoring and web surveys given to clients for feedback

Troubleshoot, research and create service solutions for over 200 clients during an 8 hour day

Mortgage Servicing Team Manager/AQM Case Manager Analyst June 2011 – June 2012

Successfully managed a team of 6-10 Auditors

Created, designed and implemented new audit processes to help mitigate risk and ensure the departments compliance with

OCC/RESPA guidelines

Design reporting necessary for upper management tracking of process improvement

Continually promote a positive work environment by developing my direct reports and supporting my management team.

Facilitate weekly collaboration calls with different lines of business to improve audit department and bank audits

Provided process support and coaching for a department over 300 associates

Review/Audited proposed client modifications to mitigate risk and overall for the bank

Ensured all investor requirement and guidelines are upheld while creating loan solutions for the delinquent customers

Adhere to government regulations and deadlines for escalated customer complaints

Worked closely with upper management, team members and process support to quickly resolve modifications to maintain SLA

Advocacy Specialist October 2009- June 2011

Offered loan assistance resolution programs to associates at the bank such as: repayment plans, MHA/HAMP Program,

modifications, or forwarded over to liquidation for possible short sale and deed in lieu assistance

Trained new associations of working through their pipeline effectively while maintaining SLA

Acted as leadership for OJT coaches and handled escalated cases to prevent management being involved

Adhered to all government and conventional policies and procedures to give the customers best possible outcome

Account ownership from start to end process with all my loans in my pipeline

Took on the role of Quality Adherence to ensure all of my peers and my modifications and loan solution programs were in line

with investor requirement and to prevent quality control to decline the file

Reviewed Financials, bank statements, tax returns, W2, paystubs daily and reviewed with underwriters to ensure we can get the

best possible solution for the customer

Conducted training sessions with my team when new communication or training was sent out to insure we complying with

investor and bank guidelines

.American Home Mortgage Servicing Inc. Irvine, CA

Home Retention Collections Agent June 2009- August 2009

Took inbound/outbound calls daily of delinquent account ranging from 60+ to 180+ past due and even some account in

foreclosure status

Upheld and abided by Fair Debt Collections Practices Act on every call

Reviewed financials daily to determine long or short term solutions for the clients

Short term workouts consisted of : repayment plans and forbearances

Long term solutions: Modifications (streamline, MHA, arm adjustment plans), and possible liquidation assistance

Worked with multiple investors to give the best possible outcome for the clients

Maintained excellent quality to ensure customer satisfaction on each and every call

Wells Fargo Home Mortgage San Bernardino, CA

Collections Officer January 2009 – June 2009

Took inbound calls of delinquent account daily ranging from 30 days past due to foreclosure status and achieved excellent

customer service

Took financials and depending on financial status set up payment plans, forbearance, modifications and at times moratoriums to

prevent foreclosures status

Took on role of a financial counselor by educating homeowners how important it is to have a good payment history and credit

worthiness to reflect good creditability with the bank

Excelled in being a top performer when it came to quality assurance – 100% average on a monthly basis

Abided by Fair Debt Collections practices act on each and every call

EMC Mortgage Irvine, CA

Solicitor/Negotiator May 2007 - January 2008

Portfolio of delinquent account given monthly

Expertise of loss mitigation procedures and techniques which includes forbearance plans, loan modifications, short sales, short

payoff and deed in lieu’s

Negotiated and mitigated on account while adhering to state and federal law regulations

Analyzed loans for best loss mitigation and work out option

Worked with homeowners, attorneys and brokers to reduce company losses and cure delinquency

Referred homeowners to be set up on modifications once financials were reviewed

Complete and thorough knowledge of Fair Debt Collection Practices Act

CITI Residential Services Rancho Cucamonga, CA

Collections Officer July 2004 - May 2007

Worked with a portfolio of delinquent accounts to assist in their inquiries, complaints, billing questions and payment/extension

service requests

Resolved escalation calls in which irate customer were asking for supervisor

Kept company and department goals in line each month by setting up payment and setting up forbearance agreements over the

phone

Processed skip tracing routing to locate clients and performed asset management activities s that promoted customer goodwill

and retention

Maintained 100% quality adherence every month through random call monitor

Lowes Redlands, CA

Cashier April 2004 – July 2004

Expressed politely as assistance was given to the customers

Became an effective team player and learned effective leadership skills while performing and assisting other cashiers

Portrayed honest and loyal behavior in working the cash register

Provided excellent customer service

Gottschalks Redlands, CA

Sales Associate/Loss Prevention Specialist November 2003- April 2004

Handled all cash and credit card transactions in department store environment

Balanced cash draw at close of each shift and monitored supply of women’s clothing

Duties included: retail shelf stocking and back up inventory ordering.

Watched over the sales floor to prevent shoplifting, changing of price tags and controlled internal loss by monitoring physical

inventory and financial transactions

Kelly Services San Bernardino, CA

Customer Service Representative April 2003 – November 2003

Experienced in the fields of home mortgages and had extensive training in refinancing

Answered all incoming phone calls and responded to customer requests

Sold the refinance products to specific customers that were qualified for lower interest rates

Provided customers with products and service information and researched on billing, misapplied payments and identified and

resolved customer issues

Baskin Robbins Loma Linda, CA

Shift Manager August 2000 – April 2003

Assisted and developed managers and crews and completed weekly food and paper inventory

Responsible for managing the sales floor during shift to sure courteous, accurate and efficient service

Enforced the standards of quality safety control and safeguarded the integrity of the brands

Achieved profitability through cost control and managed store liability through human resources standards, safety and security

Lastly, became a role-model for the standards of performance, appearance, and behavior at all times.

EDUCATION

Crafton Hills College August 2002 - June 2005

In process

Emphasis: Business Administration

Redlands East Valley High School September 1997- June 2001

High School Diploma

Skills

Fluent in Hindi

Time management

Multi Tasking

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