Customer Service Management

Elaine J.A.R. Sanders E-mail: *****************@*****.***

**** ****** **** *** *** 132B Phone: 682-***-****

Bedford, TX 76021

Career Summary

Seasoned, and Professional High Potential Project and People Manager with a proven ability to develop and implement Loss Mitigation, and Collections default mortgage servicing strategies through project

initiatives that support business and financial objectives. I have led key initiatives that increased overall quality and efficiency of production within the department. I have demonstrated myself as a leader in

managing team efforts through effective and motivating mentoring strategies. I have proven to be a respected leader, able to build highly motivated teams focused on achieving and exceeding goals. Proven

ability to prioritize and delegate tasks effectively to ensure timely project completion within a team environment. I keep up-to-date with changes in the industry through continuing professional development. My

extensive knowledge of planning and executing communication and people management stratagem will prove effective for the overall perception of your organization.

Summary of Core Competencies

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Paying close attention to accuracy, and detail Excellent communication skills

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Transformational Leadership Technical writing (policy and procedure, and customer communications)

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Established Mentoring abilities Opportunity Identification

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Marketing Experience Experience in Loss Mitigation, and Collections

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Project Management experience Working in fast paced environments demanding strong technical and

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interpersonal skills

Confident and poised in interactions with individuals at all levels

• Detail-oriented individual, experienced in prioritization and delegation of tasks

• Default mortgage servicing experience effectively to ensure timely project completion within a team environment

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Poised in interactions with management of all levels Proven ability to coach, train, evaluate and counsel staff

Software Applications/Skill Inventory

Collections Account Management Systems, DRI, Filenet, Speedpay Systems, Inbound/Outbound dialer System, Windows, Salesforce, Excel, Outlook, PowerPoint, Word, SharePoint, 10 Key, Data Entry, Email Etiquette, Active Listening

Skills, Avaya Voice Over IP Software, and Telephone Etiquette.

Education

2011-Present Baker College Flint, MI

Completing my Undergraduate Studies in Business Administration with a Major in Management

2005-2007 Eastern Michigan University Ypsilanti, MI

Was actively pursuing Bachelors of Business Administration with a Major in Management

Employment Experience

2/2012- 12/2014 Bank of America Plano, TX

Operations Project Manager

• Managing the research of existing operations, procedures, workflow, product and service requirements

• Building a strong knowledge base of the Case Management/Single Point of Contact model, and the entire FHA/VA/USDA Loss Mitigation Waterfall

• Leading in depth research and analysis of HUD and other Government Loan Program guidelines and servicing standards outlined within Mortgagee Letters/Bulletins and serving as a SME to provide overall Program Management guidance

• Entrusted to serve as a secondary contact to senior management for critical change initiatives and provide assistance to production staff

• Partnering with the production business partners to develop and transition plans, including ongoing success measures and milestones, to sustain newly implemented change initiatives

• Establishing effective communication with managers, peers and business partners on deliverables, timelines and support needed

• Maintaining accountability for ensuring overarching initiatives include FHA, VA, and USDA program strategies and do not conflict with the Government Insured Agency guidance

• Enhancing the performance of the Loss Mitigation Retention Portfolio by, implementing training, identifying and minimizing, procedural gaps

• Developing strategic Partnerships with Government insured production teams to capture training and development design for newly developed initiatives

• Leading and conducting procedural audits to ensure adherence to internal company guidelines, and compliance with HUD and regulatory standards including OCC, Fair Lending, NMS, and CFPB

• Managing communication surrounding procedures through maintaining updates to operations policy and procedural manual

• Ensuring proper underwriting guidance was in practice for government insured loans by maintaining updates based on mortgagee letter and bulletin guidance

• Technical writing including updating and creation of procedures, customer communications and managing both throughout the governance and approval life-cycle

6/2010-2/2012 CitiMortgage Irving, TX

Project Management Lead

• Identifying opportunities for improvement in internal processes and making constructive suggestions for change

• Enhancing the performance of daily activities of collection and\loss mitigation associates which includes, implementing technology improvement, training and workplace problem resolution and ensuring compliance to departmental policies,

and operating standards

• Proven capabilities to quickly respond to changing business needs, and managing the process of change effectively and efficiently

• Building a strong knowledge base of each department’s business, and organizational objectives

• Increasing customer confidence by implementing process improvements through ensuring awareness of procedural methodology

• Creating and implementing descriptive plans for implementation of new servicing initiatives

• Entrusted with collaborating interdepartmentally and coordinating system entitlement requests and ordering hardware, and software equipment needed

• Facilitating of and participating in team and client meetings effectively

• Holding and participating in regular status meetings with project team, and keeping project team well informed of changes within the organization

• Effectively communicating relevant project information to superiors

• Delivery of engaging, informative, well-organized presentations

• Entrusted with providing resolutions and/or escalation of issues in a timely fashion as a result of exceptional ability to promptly resolve concerns

• Communicating difficult/sensitive information delicately

• Creating and executing effective project work plans and revising as appropriate to meet changing needs and requirements

• Identifying resources needed and assigns individual responsibilities

• Managing day-to-day operational aspects of a project and scope

• Preparing for engagement reviews and ensuring quality assurance procedures are in place

• Minimizing the company’s exposure and risk on all projects

• Entrusted with the responsibility of Writing, maintaining, and updating policies, and procedures to ensure compliance with internal audit and government regulation

Standards

• Managing communication surrounding procedures through maintaining updates to operations policy and procedural manual

• Reviewing, and implementing new criteria, and guidelines for all new government, and internal Loss Mitigation Assistance Programs

8/2009-6/2010

8/2008-11/2008 CitiMortgage Irving, TX

Team Lead

• Project Management responsibilities including enhancing processes to improve efficiency of work at home deployments

• Providing references, and reports via SharePoint site for the work at home program

• Collaborating interdepartmentally and coordinating system entitlement requests and ordering equipment needed for work at home agents

• Ensuring efficiency, maximizing production of agents by ensuring entitlements are ready for new hires and departmental transfers by graduation date from training in an effort to avoid any down time due to lack of system access

• Working on departmental moves and integrations across multiple lines of business at Citi

• Planning, assigning, and supervising daily activities of collection associates which includes, recommendations, performance evaluation, training and workplace problem resolution and compliance to departmental policies,

• procedures, and operating standards

• Partnering with IT, Training Department, and Senior management to ensure smooth transition of work at home agents with minimal impact to production

• Entrusted with identifying and effectively resolving complex issues regarding past due payments while mitigating company losses and with a focus upon maintaining homeownership as a result of exceptional ability to promptly

• resolve concerns and satisfy customers

• Providing ultimate and optimum service experience to both customers and agents that require assistance in resolving delinquent accounts

• Reviewing high risk, severely delinquent accounts and high visibility accounts for Loss Mitigation opportunities

• Reviewing and determining modification results based on MHA guidelines

• Utilizing a teamwork approach to perform daily duties

• Handling call escalations and resolving complex customer issues that require attention to detail and/or additional research as a result of exceptional ability to promptly resolve concerns

• Providing Managers with administrative assistance with preparation of call reviews, and overall employee performance evaluations

• Assisting with developing training curriculum, delegating and training others to facilitate as well as facilitating both new hire and departmental migration training needs

12/2008-8/2009 CitiMortgage Irving, TX

Relief Manager

• Project Management responsibilities including enhancing processes to improve efficiency of work at home deployments

• Providing references, and reports via SharePoint site for the work at home program

• Collaborating interdepartmentally and coordinating system entitlement requests and ordering equipment needed for work at home agents

• Ensuring efficiency, maximizing production of agents by ensuring entitlements are ready for new hires and departmental transfers by graduation date from training in an effort to avoid any down time due to lack of system access

• Working on departmental moves and integrations across multiple lines of business at Citi

• Planning, assigning, and supervising daily activities of collection associates which includes, recommendations, performance evaluation, training and workplace problem resolution and compliance to departmental

• policies, procedures, and operating standards

• Partnering with IT, Training Department, and Senior management to ensure smooth transition of work at home agents with minimal impact to production

• Providing ultimate and optimum service experience to both customers and agents that require assistance in resolving delinquent accounts

• Reviewing and determining modification results based on MHA guidelines

• Utilizing a teamwork approach to perform daily duties

• Handling call escalations and resolving complex customer issues that require attention to detail and/or additional research as a result of exceptional ability to promptly resolve concerns

• Working to develop and recommend collection objectives and strategies

• Exercising managerial authority concerning staffing, performance appraisals, promotions, salary recommendations, and terminations

• Training development and coaching of agents, and Facilitating development, and investing in the career growth of subordinates

• Reviewing accounts to ensure that all appropriate company and legal guidelines have been followed

• Communicating effectively and collaborating with various members of management to implement more comprehensive training and development with a focus improved performance for collectors

Elaine J.A.R. Sanders E-mail: *****************@*****.***

2450 Meadow Park Cir Apt 132B Phone: 682-***-****

Bedford, TX 76021

11/2008- 12/2008 Citi Mortgage Coppell, TX

Training Specialist

• Providing an overall understanding to new hires about their roles within the company

• Understanding and use of Adult Learning Model

• Identifying and developing talent

• Collaborating with Senior Management to assess and evaluate business needs for training

• Organizing, development of, and reviewing curriculum and teaching materials for classroom presentation

• Ensuring curriculum is in line with business needs

• Facilitating Classroom instruction

• Assessing and evaluating new hires progress via Learning Management System and hands on assessments

• Creating Job Aides Course Training Module/Lessons, PowerPoint Presentations, Handbooks, and other Resources

• Presenting company policies, procedures and standards for collections

11/2007-8/2008 Citi Mortgage Coppell, TX

Account Resolution Specialist

• Maintaining and exceeding all goals and standards set by management

• Handling a high volume of both outbound and inbound calls

• Working accounts 1-120 days in delinquency

• Assisting customers with delinquency management and resolution

• Collecting payments, and minimizing the company’s credit risk

• Setting up repayment plans, modification referrals, and arranging full payment for negative escrow

• Maintaining accurate records of borrower contacts including typical account information verification

• Using an assertive approach, and overcoming customer objections

• Using analytical ability

• Chosen to work Disaster Assistance project based upon reliability and possession of professional work ethics

• Providing hardship assistance to customers that were impacted by hurricane’s Ike and Gustav

• Analyzing and assessing the impact of damage of customer’s property, and reviewing and determining the best options available for assistance

• Assessing customer situations and determining appropriate hardship programs to assist them based upon their specific needs

• Providing excellent customer service with a focus on quality as a result of exceptional ability to promptly resolve concerns and satisfy customers

7/2007-11/2007 Spherion at hotels.com Arlington, TX

Reservation/Sales Expert!

• Meeting and exceeding sales goals with consistency on a monthly basis

• Providing excellent customer service

• Serving as a primary point of contact for our customers, answering inbound calls

• Using geographical knowledge, and expertise

• Using a web based Customer Interfacing platform, and use of a DOS based mainframe as well

• Effectively meeting customers specific needs

• Overcoming customer objections

• Offering and selling hotel reservations that meet the customer’s needs

• Managing quality and consistency of product and service delivery

• Implementing knowledge of airfare, and ground transportation industry to be shared with client’s in an effort to offer upgrades

5/2004-7/2007 Substitute Teachers Unlimited Warren, MI

Substitute Teacher

• Curriculum Development

• Classroom instruction of K-12 students, trade, and adult education as well

• Development and training of young adult students in preparation for success in the workforce

• Assessment/Evaluation of student progress

• Classroom and behavior management

• Lesson planning

• Assisting administrative staff with conflict/resolution

Contact this candidate