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Customer Service Quality Assurance

United States
April 29, 2014

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Sheena Henderson

Loss Mitigation Underwriter

Dallas, TX - 469-***-****

Over 8 years of professional work history including management and team lead experience. Detailed oriented

with strong organizational, verbal and written communication skills. Excels in fast paced, high volume work

environment. Award winning customer service and highly skilled in Microsoft Word, Excel, Powerpoint, Adobe,

Access and CRM software.


Loss Mitigation Underwriter

Corelogic - July 2012 to August 2013

Responsible for evaluating difficult and complex loan applications ensuring to remain in full compliance with the

mortgage banking requirements as well as those of Fannie Mae, Freddie Mac and numerous private investors,

housing authorities and private mortgage insurers.

• Reviewed and analyzed borrower's documentation to determine income and repayment ability, assessed the

borrower's hardship, analyzed housing expenses, and determined proper loan resolution

• Analyzed delinquency, escrow analysis, modification scenarios and proposals, recommending appropriate

loan workout.

• Maintained up-to-date knowledge of relevant default practices effecting loan servicing decisions

Customer Service Representative Team Lead

Young Williams PC - May 2011 to July 2012

Provided quality customer care for child support clients of MS, exceeding minimum calls taken in a start up

call center, up to 120 calls in one day

• Initiated Customer Care guidelines weekly compilation, outlining guidelines for the new Mississippi child

support regulations that changed constantly

• Monitored team member phone calls for quality assurance, providing best resolution and customer care


• Award winning customer service, recognized for best call time and wrap time ranking #1 in the entire center

General Manager

Chick-Fil-A - May 2010 to April 2011

Managed administrative and human resource functions, including recruiting employees, monitoring

performance, training, creating schedules and implementing new policies

• Organized marketing activities such as Family night, holiday events, community appearances and company


• Studied Sales records to determine which products were most popular and initiated daily suggestive selling

requirement while planning and coordinating menus


Associate of Arts

Holmes Community College

August 2010

BBA in Business Administration

Texas Woman's University

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