Customer Service Quality Assurance

Monica Y. Moore

Frisco, TX *****

(C) 214-***-**** **********@***.***

Career Objective

To utilize my experiences to earn a position that focuses my skill set on

process controls, quality assurance practices, process improvements and

risk management

Professional Summary

Over thirteen years of experience in mortgage banking in a vendor

relationship environment. Served as subject matter expert in: Foreclosure,

Bankruptcy, and Quality Assurance with an emphasis on error reduction to

minimize financial loss and promote best practices for future growth

. Superb verbal and written interpersonal skills

. Proficient at working individually or in a team setting

. Able to learn and adapt quickly

. Proven leadership ability

. Exhibit professional and positive demeanor while multi-tasking and

meeting deadlines

. Microsoft Office: Word, Excel, Outlook

. Lotus Notes

. AS400

. SharePoint

. Microsoft Office Communicator

Professional Experience

Quality Assurance Analyst

Bank of America, Plano, Texas

September 2008 - Present

. Perform internal audits on all Bankruptcy loan products to ensure

bankruptcy associates' processes were in compliance with state law and

investor/insurer guidelines in an effort to minimize financial losses

to Bank of America.

. Establish efficient workflow processes and key control points that

reduced quality audit timeline standards

. Provide feedback to senior management with audit results in order to

identify potential future problems

Foreclosure Specialist

Bank of America, Plano, Texas

November 2004 - September 2008

. Effectively communicated with attorneys and provided additional

information if needed on a daily basis to facilitate the completion of

scheduled foreclosure milestones.

. Ensured foreclosure timelines were in compliance with investor,

federal and state guidelines

. Reviewed loan documents, researched servicing records, and resolved

foreclosure work with FC counsel to ensure line-of-business is

efficient.

Bankruptcy Specialist II

Countrywide Home Loans, Plano, Texas

July 2003 - November 2004

. Assisted with auditing team members portfolios

. Posted payments and balanced account ledgers

. Organized and facilitated team meetings

. Handled all tasks and responsibilities of a Specialist I

. Serviced Chapter 13 Bankruptcy cases for 50 states

Bankruptcy Specialist I

Countrywide Home Loans, Plano, Texas

October 2001 - July 2003

. Responded to incoming calls from attorneys and customers

. Verified critical dates and review electronic court docket for case

status

. Prepared POC (Proof of Claim) for attorneys

. Monitored attorney action and closed out files from bankruptcy

. Serviced all Chapter 7 Bankruptcy cases for 50 states

Customer Service Specialist

Countrywide Home Loans, Plano, Texas

July 2000 - October 2001

. Responded to incoming phone calls in a call center atmosphere from

customers, performed routine account-related transactions, researched

customer service requests and provided thorough follow- ups which led

to successful resolutions and exceeding customer's expectation.

. Handled complex levels of transactions delegated by senior management

to be completed efficiently in an effort to meet crucial deadlines.

Education

High School Diploma

Captain Shreve High School, Shreveport, LA May 1987

References

TOP NOTCH REFERENCES PROVIDED UPON REQUEST

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