Customer Service Quality Control

Kenese Sonny

*** ******** **, **********, ** ****5 PHONE: 904-***-**** EMAIL:******.*****@*****.***

Action-oriented financial analyst with a demonstrated track record of maximizing customer service and

Objective consistently exceeding performance goals. Proven record of successfully working simultaneously with diverse and

international cultures. Skilled in customer and supplier relationship development, quality control, and system

usage. Strong organization, leadership, and communication skills with a focus on continuous improvement to

meet business objectives. Thrives in a fast-paced environment. Strong analytical skills and detail oriented.

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Adobe Photoshop Financ

Area of Expertise

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Customer Relationship Management Proced

Docum

• Microsoft Office Suite including Word, Excel, and

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PowerPoint Collec

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Regulatory Compliance Loan L

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Credit Analysis Data &

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Credit and Risk Analysis Strateg

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Critical Problem-Solving Issue R

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Work HistoryEverHome Mortgage Company July 2007 – June 2012

Data Entry Specialist-Temp, Jacksonville FL, February 2012 to June 2012

• Reviewed an average of 60 – 80 foreclose portfolios per week to ensure proper documents are in place

for processing

• Researched cliental portfolio to ensure completeness and accuracy of cliental portfolio which includes but

not limited to obtaining additional information as well as original loan documents to complete forecloses files.

• Tracked and reported to senior financial analyst a status of each cliental portfolio

EverHome Mortgage Company

Loan Counselor, Jacksonville FL, July 2007 to January, 2009

• Pursued communication with defaulted customers utilizing dialing system to offer potential workout

alternatives.

• Secured all payments possible while adhering to the FDCPA and State Regulations.

• Collected an average of $100,000 per month from delinquent accounts over ninety days.

• Reviewed, negotiate and recommend action on requests for proposed foreclosure alternatives within the

timeframes established by management.

• Identified, evaluate and resolve reasons for delinquency.

• Ability to explain all workout options within company / investor / insurer guidelines and know the

requirements of each one.

• Pursued resolution on referrals of non-delinquent customers who request alternatives to allow ownership

retention.

• Managed an average of 200 telephone calls per day while assisting customer in accordance with

company policy.

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Washington Mutual September 2004– August 2006

Loss Mitigation III / Loan Counselor, Jacksonville FL

• Worked with an average of 90 homeowners and respected investors to mitigate losses for homeowners,

investors and Washington Mutual.

• Ensured that all requested documentation has been received from the customer as well as ensuring the

Kenese Sonny

103 Michaels Ct, Woodbridge, NJ 07095 ~ 904-***-****~ ******.*****@*****.***

accuracy of the documentation met company standards.

• Responsible for set up, review and analyze an average of 90 hardship packages per month submitted by

mortgagors who are in need of assistance to resolve their mortgage delinquency including Forbearance

Plans, Repayment Plans, Modifications, Assumptions, Pre-foreclosure / Short Sales, and Deed in Lieu

• Offered solutions including repayment plans, forbearances, rate reductions, term extensions

or other types of loan modification options depending on loan type and investor guidelines

• Pursued resolution on referrals of non-delinquent customers who request alternatives to allow ownership

retention.

• Monitors all accounts associated with Soldiers and Sailors Act to ensure compliance with all required

guidelines.

• Handled foreclosure case management in multiple jurisdictions

• Communicated effectively and professionally with partnering attorneys, bank customers and their

representation.

• Prepared and distributed reports of findings to identify exceptions, discrepancies, trends, and

recommendations.

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Metris September 2000 – February 2002

Collection Specialist, Jacksonville FL

• Collected payment on delinquent (30 – 90 days) account.

• Determined reasons for customer delinquencies while utilizing standard methods and procedures to secure

payment.

• Obtained commitments from customers on account payments according to established procedures.

• Documented calls, attempted calls and other account-related activities to customer’s accounts as well as any

third parties thoroughly on computer system to maintain current account status.

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Chestnut St. Early Childhood Center September 1998 – February 2000

Receptionist / Administrative Asst., Roselle NJ

• Answering telephone calls

• Registration of new students

• Greeting parents and guests

• Maintaining children and employees file

• Advertising availability

• Collecting monthly tuition

• General office work

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Clinton, IA BA in Ap

Education Ashford University, Behavioral Science

References References are available on request.

Contact this candidate