Customer Service Supervisor

FLORENE A. FAUSSETTE

*******.*********@*****.***

**** *. ***** ***. *******, CA 91762

909-***-****

SUMMARY

I am a Contact Center Supervisor as well as a Loss Mitigation and Customer Service Specialist, I am also a Certified Credit and

Debt Housing counselor with extensive Contact Center experience working in both Inbound/Outbound contact center

environments. I posses strong certified counseling, loss mitigation, collection/negotiation, and customer service skills, I also have

extensive, prior retail store experience. I have in depth knowledge of Credit and Debt Consolidation as well as a background in

the Mortgage Servicing industry with knowledge in emphasis on all Making Home Affordable (MHA) programs such as HARP,

HAMP, HAUP, and HAFA also extensive knowledge on the second tier of MHA programs as well as an in depth knowledge in

Customer Service & High Risk Escalations handling.

PROFESSIONAL EXPERIENCE

Springboard Non Profit Consumer Credit Services Riverside, CA,

July 2013 Jan 2015

Credit and Debt Team Leader

Provide proper feedback regarding monthly monitoring of all certified counselors to ensure that they are providing clients

counseling that follows the NFCC guidelines and standards. Works closely with the direct Manager to establish goals for

certified counselors and monitoring their productivity to continue to ensure department goals as well as continuing to follow

NFCC standards and guidelines. Supervised weekly meetings with certified counselors to communicate any changes in the

department as well as within the counseling industry. Set up weekly work schedule of a team of nine counselors. Worked closely

with other Supervisors, Managers and Team Leads of other departments to develop relationships with all lines of the company’s

business. Provided in depth credit report reviews to multiple clients, provided credit assistance regarding our Debt Management

Plan to clients seeking consolidation assistance.

Provided Cross Training for certified counselors in other lines of business throughout the company to ensure a well rounded,

balanced counselor that the client as able to be assisted with all financial needs. Took and passed the National Foundation for

Credit Counseling required tests to become a certified credit counselor as well as a housing counselor

American Home Mortgage Servicing, Inc. Irvine, CA, Feb 2001 Dec 2011

Home Retention Contact Center Specialist, Sr. / Supervisor

• Provides accurate information for all potential loss mitigation workouts and send referred loan files to

negotiators for review & approval which includes all foreclosure review audits. Works closely with direct

Manager to establish goals for contact center team and monitor their productivity to ensure that departmental

goals are achieved and staff operates at maximum capacity Supervises and provides leadership and acts as a

mentor for staff to ensure consistent coaching and development is provided, staff is in compliance with industry

regulations, and superior customer care is given at all times

SKILLS

NFCC Certified Housing and Credit Counselor, Paragon System, MK Desktop, Catalyst System, Springnet, Cisco, Cisco Finesse,

Fidelity Information Systems, LPS Eportal(Director) Windows XP, Microsoft Excel, PowerPoint, DARES Collections, Process

Management, Outlook, Automated Payoff Production System, Microsoft Word, Citrix, Open Client, Aspect, Verint, FDCPA

Certified, 10 Key Machine, Data Entry, Typing 35WPM

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