Customer Service Management
Resume:
Palm Bay, FL *****
*********@*****.***
Jeanette Sakowski
AVP Operations Manager with 4 years of managerial experience. Strong strategic-planning and
OBJECTIVE
people-management skills as well as cross cultural management. Dedicated Underwriter with 5
years of experience in underwriting mortgage modifications with extensive knowledge of
investor guidelines.
SKILLS Mortgage Underwriting Knowledge
&
Income Verification
AB
ILI Investor Guideline Compliance
TI
Knowledge of VA Loan Process
ES
Change Management
Staff training/Development
Default Mortgage Banking
Employee Scheduling
Policy/Program Development
Cross-functional Team Management
Staff Development
Salary Structure/ Compensation Analysis
Consistently Meet Goals
Strong Organizational Skills
Adaptive Team Player and Leader
Detail-oriented
Analytical
Sharp Problem Solver
EXPERIENCE MORTGAGE UNDERWRITER, WINGSPAN PORTFOLIO ADVISORS
6/2014-Current
Underwriting default mortgage modifications based on several different Investors, MI and
Treasury guidelines which includes income verification and calculation. Maintaining a pipeline
of 20-30 loans while adhering to DOJ timelines with zero fails during my tenure. Maintaining a
passing income review score of 95% and above month over month as well as a passing Quality
Control review score of 85% and above. Continually meeting the changing production goals
every month. Assisting other underwriters with income verification and calculations as well as
completing peer income reviews.
SEASONAL @HOME TEAM LEAD AND TRAINER, TELETECH
10/2013-4/2014
Managed a team of 32 Turbo Tax Customer Service Agents. Created and delivered coaching
action plans as well as disciplinary action. Lead my team to exceed customer satisfaction goals.
Processed and responded to daily reports for management. Successfully trained 2 groups of 30-
35 employees. Completed curriculum review and development as well as creating training
material.
VOLUNTEER WORKER
11/2012-10/2013
After downsizing from JPMorgan Chase volunteered for local charity and worked on
professional development.
AVP-UNDERWRITING QUALITY CONTROL INTERNAL SUPPORT OPERATIONS
MANAGER, JPMORGAN CHASE
1/2009-11/2012
Managed the internal support department for Default Mortgage Underwriting Quality Control.
Managed the training department responsible for creating, maintaining and delivering all aspects
of job training from new hire to requalification training. Managed the project management team
responsible for all aspects of project management from managing team projects to participating
in cross departmental projects. Managed and trained production staff in the Philippines.
Managed a team of Job Coaches that were responsible for change control and communication to
management and production staff. Worked from home with 75% travel to different supported
sites across the country and globe. Attended executive meetings on behalf of the department of
800 plus employees as well as delivered executive presentations.
EDUCATION FLORIDA INSTITUTE OF TECHNOLOGY, MELBOURNE, FL
Worked towards Bachelors of Arts in Psychology and maintained a 3.5 GPA and completed
several community service projects.
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