Customer Service Manager

Dawn Coile

**** ********** ** - *****, ** *****

**********@***.*** - 813-***-****

WORK EXPERIENCE

Loan Servicing Rep I & II

HSBC - Brandon, FL - February 2005 to November 2012

a) Hired as a Loan Servicing Rep I to assist in helping to service accounts

by completing restructures on

numerous account types including, but not limited to HELOC accounts and

various other accounts. In addition,

assisted with daily tracking logs and reaging accounts to help customers in

obtaining possible modifications

for their homes.

b) Promoted to a Loan Servicing Rep II in August 2008 within the Default

Support Department, which allowed

me the opportunity to assist account holder with options for modifications

to their accounts. In doing so,

I handled those accounts involving Discharge 7, Reaffirmations, Active

Bankruptcy, HELOCS, and many

additional loan types. Most recently, my job responsibilities have

increased to include Long term 24 month

Modifications in addition to 5 year modifications.

c) My responsibilities also included handling and processing all incoming

and outgoing mail, including denial

letters, processing income documentation received, and most recently, FAP2

modifications requiring special

attention to ensure their timely completion.

Investigative Solutions Specialist

Capital One Financial - Tampa, FL - August 1998 to February 2005

a) Hired as a customer service representative in August 1998 to handle

incoming calls for major card call center

b) Promoted to Investigative Solutions Dept in May of 2001 for exceeding

company expectations consistently.

c) Responsible for handling disputes on a cardholder's account including

charge backs by phone, letter as well

as any additional customer service request.

d) Assisted manager by assuming role of "team morale leader". While in this

position, I sent important weekly

reminders of policy changes, business updates and timecard completion. In

addition, I also planned and

organized work within other departments with return checks, misapplied

payment and encoding errors.

Senior Collector

Financial and Credit Services (F.A.C.S.) - Clearwater, FL - May 1993 to

August 1998

a) Hired as entry-level collector I to collect on delinquent accounts for

various major dept stores.

b) My responsibilities included: handling customer disputes, processing

return checks, and collecting on

delinquent accounts through the use of numerous skip tracing tools such as

Fastdata, Experian, Trans Union,

and others. I also assisted in heading up monthly production contests to

motivate others to reach our company

goals and business needs.

c) Assisted supervisors with tracking and logging vacation time, schedule

changes, as well as organizing

several contests for community involvement like the March of Dimes and

United Way

d) In 1995, I was promoted to Senior Collector for consistently collecting

over and above my quota, as well as

also for my numerous contributions to help meet the business needs.

ADDITIONAL INFORMATION

Detail oriented, strong organizational and leadership skills, with the

ability to assume responsibility and the

capability to act in a mature and professional manner. A highly respected

self-motivator, who works equally well

independently or in a team environment who is a creative and flexible

individual, developing and implementing

new methods and procedures to meet the business and customer needs.

Consistently exceeding company

expectations and motivating others to reach their goals as well by setting

up and tracking monthly contests

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