Customer Service Training

Pamela Dean

Email: **********@*****.***

Phone 214-***-****

PROFILE

Objective: To obtain a Management/Executive position that will allow me to gain more knowledge of the company as well as add value based on my knowledge, skills, and expertise of Customer Service, Management, Mortgage Servicing, Project Management, Document Execution, Training, and Quality Control. Additionally utilizing my skills as a leader of people and my knowledge of the industry to incorporate change management at a company and department level.

Summary: Experienced Mortgage Servicing Banking Professional with twenty years of results driven experience. Employment background includes proficiencies in the disciplines of Customer Service, Training, Management, Mentoring, Auditing, Document Execution, Foreclosure, Claims, Process Improvements, and Workflow Structures. Responsibilities have included the oversight of multiple teams On Site and Off-site, management of mortgage servicing/default, process flows; auditing current procedures and presenting recommended changes to Executive Leadership to reduce exposure to the Bank and its counterparts. Well versed in multiple software applications to include Microsoft Office Suite, AS400, LPS, SharePoint, IPortal, and Lotus Notes. Accomplishments include identifying areas of risk for the Bank and providing service solutions to eliminate exceptions and increase overall audit performance that aligned with the OCC, CFPB and RESPA protocols.

PROFESSIONAL EXPERIENCE

11/09 to 9/14 – Bank Of America Addison, TX

Unit Manager -- Business Controls and Communications

Unit Manager -- Document Execution Foreclosure

Managed team of up to 16 Proficiency Coaches, 7 Team Managers, 52+ associates, and 15 notaries supporting multiple default service lines of business.

Received and resolved escalation requests from associates, team managers and peers in multiple default servicing lines of business.

Supervision of day to day coaching and training needs across various lines of business within LAS.

Identified, analyzed and resolved trends, gaps, potential risk factors and process improvement.

Set team goals and objectives.

Managed the service release of foreclosed loans to other lenders.

Managed team of 50 frontline employees and five team managers in a quality controlled document execution foreclosure operations department responsible for ensuring document were signed, prepped and executed to foreclosure attorneys across the United States.

Monitored production measurements for capacity and quality providing additional coaching and training when required.

Assisted in the creation, planning and implementation of document execution check list.

Conducted performance evaluations and salary reviews.

Implemented new procedures due to changes within foreclosure.

Responsible for hiring, interviewing, one on one coaching, mentoring, and disciplinary consultations.

3/07 to 11/09 –Bank Of America Plano, TX

Officer, Team Manager (CIWI-Correspondence Imaging & Workflow Integration)

Managed team of 20 CIWI Specialists and 3 team leads to ensure that productivity and quality were met. Managed employees in a fast paced mortgage production operations department, processing in excess of ten thousand units per month.

Conducted CIWI audits to ensure quality and timeliness were being met to remain in compliance with RESPA and government guidelines.

Weekly calibrations with India to provide guidance, training, and coaching on CIWI process.

Implemented new procedures due to changes within foreclosure, bankruptcy and REO.

Recognized, measured and publish team and associates achievements and accomplishments.

Interviewed and selected CIWI specialist during hiring need.

Handle administrative duties, such as statistical reports, facilitated team meetings, time cards, and taking inbound calls as warranted by the exceptions queue.

9/02 to 3/07 – Countrywide Home Loans (Now Known As Bank Of America)

Senior Team Leader Training & Performance Improvement (9/02-3/04)

Senior Team Leader Sales (3/04-1/05) Senior Team Leader Performance Improvement (1/05-5/05)

Senior Team Leader Auditor (5/05-12/05) Senior Team Leader Claims & Quality Assurance (1/06-3/07)

Supervised and groomed senior specialist for team leader roles.

Managed training of 20+ team leaders. Observed Trainers.

Managed SET (Skill Enhancement Program) for potential internal senior specialist to groom for team leaders in mortgage call center.

Facilitated weekly calibrations with Texas and California regarding all duties of team leaders to ensure consistency among management in call centers across sites.

Audited new and tenured team leaders on their daily team leader call center duties.

Met with team leaders daily to discuss low performers and provided suggestions and tools to improve their CSR’s performance, production and sales goals.

Published all sites sales statistics and top producers.

Managed team of claims associates, reviewed claims and gave approval to endorse claims checks up to 150K.

Facilitated town hall meetings with CSR’s and managed the reward and recognition team.

9/00-9/02 – Countrywide Home Loans Plano, TX

Continuing Education Trainer- Customer Service

Ensured that knowledge has been obtained through traditional training by offering refresher courses.

Created training material for new and existing employees in customer service department.

Instructed training classes for customer service department.

Developed and maintain training materials along with training records for all employees.

Met with department management to access training needs.

Coordinated training resources (ex. Room scheduling, handout/material preparation)

Assisted new hire training when needed.

6/96-9/00 – Countrywide Home Loans Plano, TX

Team Leader Frontline /On The Job Training Team Leader Customer Service

Monitored quality of CSR team member performance through side by side observation and remote monitoring. Also monitored performance through documentation review, statistical analysis, and follow-up review.

Reviewed and evaluate performance through preparation of monthly performance statistics and evaluation report.

Discussed performance with CSR team member and strategize for improvement in problem areas, and accomplishment of Step Increase standards.

Coached CSR member through effective communication, leadership, performance counseling when warranted, sharing of new procedures, handling escalated calls and delegation of new work tasks.

Handled administrative duties, such as statistical reports, facilitating team meetings, time cards, and taking inbound calls as warranted by the queue.

12/94-6/96 – Countrywide Home Loans Plano, TX

Customer Service Representative II

Supported and assisted clients via ACD line with a variety of loan issues.

Resolved in excess of 100+ calls daily through follow up and utilizing company on-line procedures.

Responsible for updating tax, insurance, and billing information using AS400 database. Assisted in obtaining funds on delinquent accounts.

Responsible for file management, document processing and coordination with multiple departments to ensure file has been properly audited.

EDUCATION

1989-1992 El Centro College, Dallas, TX Studied Criminal Justice/Business Administration

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