Customer Service Real Estate

Willie Jean Willliams

**** ********* ** *******, ** 77047 832-***-**** *********@*********.***

Objective

To obtain any organizational improvement position in a professional environment that allows the use of my advanced skills in

the residential mortgage industry, including but not limited to REO, foreclosures, appraisals, loan processing, closing, and

underwriting, call center operational activities, mediations and negotiations, training and development, quality assurance, and

communications.

Profile

Ingenious real estate (both residential and commercial) and mortgage industry, accounts receivables,

operations, sales, and call center representative possessing abilities to produce efficient teams, monitor and

improve employee performance, and develop innovative training and improvement processes. Strong report

building knowledge. REO, BPO, Underwriting, Loan Orginating, Underwriting, and Closing experience.

Strong analytical skills. Very detailed, flexible, and adapt well to change! Self motivated, independent and

customer service oriented. Professional and proficient account receivables specialist and cold caller. Very

articulate with the ability to effectively sell principles and techniques. Acquired new clients via sales that

produced annual revenues over $8,000,000. Resourceful, creative, and hands on leader, delivering significant

improvements in targeted functions. Designed and implemented projects to provide standards and improve

quality. Evaluated, budgeted, forecasted, and administered sales, mortgage, and real estate related activities.

Proven expertise in policy and procedures development, managing work flow, team building, customer service,

client services, training and development, and organizational floor operations. Proven diversity skills with a

team of more than 40 employees, profiled new employees for personality and skill compatible positions, set and

managed quotas, and applied creative thinking to organizational processes. Developed, executed, and

implemented business strategies to maximize income and profitability. Found ways to reduce operating costs

while maintaining quality and satisfaction. Assisted in creating organizational code of ethics, initial

interviewing processes, and client conference calls. Demonstrated above average verbal, analytical, written

communication, decision making, people, mediation, and negotiation skills.

Skills Summary

Microsoft Appraisals Client Services

Office(including Excel) Real Estate Law Reconciliation

Well versed in H.A.M.P Customer Service Floor Operations

Residential Mortgage Drake Tax Software Project Re Design

Industry Crisis Management Project Management

Commercial Mortgage Foreclosure IRR ANAYLYSIS (Cash Flow

Industry FHA/HUD/VA Method)

Multi sourcing Notary Officer

Loan Processing Residential Inspections

Closing

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Willie Jean Willliams

3511 Schurmier Rd Houston, TX 77047 832-***-**** *********@*********.***

Professional Experience

Increased revenues and profits, controlled costs and improved client satisfaction

Adept in crisis management situations

Mortgage Industry including Loan Processing, Closing, Foreclosures, and Special Forebearance

Loss Mitigation: including processes such as short sales, loan modifications, MHA, and H.A.M.P.

Found ways to reduce operating costs while maintaining quality and satisfaction

Diagnosed problem situations; identifying concrete actions to address the problems

Facilitate standardization and simplification of development methodologies

Problem resolution

Real Estate Industry both commercial and residential

Employment History

Mortgage and Real Estate Specialist: Jean Williams Realty, 02/2000 to Current, Houston, Tx

Main objective of residential and commercial home sales, home buying, refinancing, and home retention. Develop

and maintain office budget, production reports, training manuals and guidelines to assure compliance with

regulations and laws. Assist clients with purchasing, leasing and selling residential and commercial property.

Mortgage Loan Originator, underwriting, funding, and closing. Brokers Price Opinion (BPO) experience as well

as preparing market analysis reports for investors and mortgage servicers. REO properties management. Use of

government programs such as HAMP and MHA to process loan modifications. Processing documents for home

loan modification approval or denial. Review and service files to determine if all required loss mitigation

activities were handled and documented in accordance with the requirements of HAMP, proprietary modification

guidelines or other programs' requirement as they pertain to the time of the Foreclosure process, prior to making

the final foreclosure determination. Assemble documents, data and information from multiple systems and

organize them as required. Communicate errors to appropriate department for resolution. Review documents,

extract appropriate data elements, and enter/load them into required template or system. Provide documentation

for any exceptions and escalations as necessary.

Mortgage Support Specialist: Pro-Staff/Stewart, 3/12/2012 to 2/27/14, Houston, Tx

Main objective home retention. Using government programs such as HAMP, NHR, and MHA to process loan

modifications. Processing documents for home loan modification approval or denial. Underwriting and short sale

experience with current and charged off home loans. Review and service files to determine if all required loss

mitigation activities were handled and documented in accordance with the requirements of HAMP, proprietary

modification guidelines or other programs' requirement as they pertain to the time of the Foreclosure process, prior

to making the final foreclosure determination. Assemble documents, data and information from multiple systems

and organize them as required. Communicate errors to appropriate department for resolution. Review documents,

extract appropriate data elements, and enter/load them into required template or system. Provide documentation

for any exceptions and escalations as necessary.

City of Houston Public Works, 5/1979 to 12/1999, Houston, Tx

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Willie Jean Willliams

3511 Schurmier Rd Houston, TX 77047 832-***-**** *********@*********.***

Main objective of management. Review daily analysis report, bill customers, research accounts, supervised

annexation of new water services, adjust bills, data entry, assign daily duties to subordinates, and assign work

schedules. Resolved customer complaints, prepared monthly production reports, quality assurance, and

compliance. Organized and scheduled training manuals and classes as well as conduct new employee orientation

and training instruction.

Education and Special Training

Real Estate License

•

Licensed Notary Public

•

Real Estate Law

•

Property Management

•

Business Development

•

Finance

•

Foreclosures, REO Assets, Short Sales and Loss Mitigations Consultant

•

Property Inspections and Appraisal

•

Commercial, Residential Real Estate and Investments

•

Accredited Buyer Representation

•

Property Title Procedure

•

References Available Upon Request

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