Sales Customer Service

Vernell Cox 310-***-**** **********@*****.***

PROFESSIONAL SUMMARY

Over 10 years of progressive customer service and high volume call center experience, including providing in-person as well as phone support to customers. Consistently produce high quality results within established time constraints; excellent interpersonal, verbal and written communication skills and extremely well organized. Outstanding talent for assessing customers' needs as well as having the ability to gain their confidence and trust. Adept at handling both inbound/outbound calls and knowledgeable in assisting customers with their specific needs. Adept at multi-tasking, managing time efficiently and coordinating a number of activities simultaneously. Detail oriented with proactive approach to problem solving and prevention. Very personable, outgoing, and able to relate to people from diverse cultures. Proficient in MS Word, MS Excel, MS Outlook, Data Entry, and Internet Explorer.

SKILLS

PROFESSIONAL EXPERIENCE

Central Kia of Plano 05/2015-11/2015

Internet Sales Manager

• Build and maintain strong relationships with all current and potential customers including credit union members with a 35% -40% closing ratio

• Advise internet customers of discounts, rebates and incentives

Vector Autos 02/20/15-05/20/15

Internet Sales Director

• Internet Auto Sales

• Market company sales programs to target client base, assist and establish department goals

and communicate sale strategies to sales staff

• Build and maintain strong relationships with all current and potential customers

Bank of America Home Loans 01/2011-04/2013

Call Center Collections Manager

Assigned personal portfolio monthly, responsible for collecting 30+ day delinquent accounts taking inbound and outbound calls

Contact customers via automatic dialer regarding delinquent mortgage payments

Assist customers with payment arrangement, updating contact information, payment deferments, etc.

Educate customer on 30-day roll dates, reporting to credit bureau and various other aspects relating to their home Obtained financials, supporting documentation to assist customer in resolving account

Contacted attorney's for foreclosure fees, deadlines, etc. with the main goal to work out a

possible solution to resolve extremely delinquent accounts and assisted customers with short sales, modifications, forbearance plans, reinstatements, repayment plans and deed in-Lieu

Contacted customers regarding modifying their delinquent mortgage loan and assisted with communicating the MHA Program terms

Obtained financial information, proof of income (VOI), hardship letter and all other pertinent information to prevent further losses to company. Meet productivity monthly goals of 85% or above

JP Morgan Chase (Various positions held) 6/09- 11/10

Call Center Home Equity Tax / Loss Mitigation Specialist

Assigned personal portfolio monthly, responsible for collecting 31+ day delinquent accounts

Loan Contact customers via automatic dialer regarding delinquent mortgage payments

Assist customers with payment arrangement, updating contact information, payment deferments

Educate customer on 30-day roll dates, reporting to credit bureau and various other aspects relating to their home

Collect taxes and forced placed insurance

Worked as a liaison between county tax assessor's offices and the customer and was often required to assist in the 90+ area in this collection environment

Obtained financials, supporting documentation to assist customer in resolving account

Contacted attorneys for foreclosure fees, deadlines, etc. with the main goal to work out a possible solution to resolve extremely delinquent accounts and to prevent further losses to company. Meet productivity monthly goals of 85% or above

Loss Mitigation Prospector

Assisted customers with short sales, modifications, forbearance plans, reinstatements, repayment plans and deed in-Lieu

Contacted customers regarding modifying their delinquent mortgage loan and assisted hi communicating the MHA Program terms

Obtained financial information, proof of income (VOI), hardship letter and all other pertinent information, bank statements, 1099, tax returns and form 4506-T, etc. in order to prepare modification using the new guidelines of 31%GDTI ratio to modify the loan

Loss Mitigation Prospector continued

Ordered credit reports, appraisals, obtained PMI approval etc.

Ensured investor guidelines were being followed along with the company's policies and

procedures

Contacted attorney for foreclosure fees, deadlines, etc. with the goal to work out a possible solution to resolve extremely delinquent accounts and to prevent further losses to the company

Daily responsibility for reviewing, analyzing and approving complex individual consumer

mortgages within company and government HAMP/MHA guidelines

Mortgage Call Center Collections Manager

• Responsibilities included reviewing fraud tools, credit bureau information, tax returns, financial statement, and other supporting documents.

• Reviewed and verified all documents provided by borrowers to ensure they meet the

Investors and Federal required guidelines

• Provided a second look for quality control to ensure that the workout solution decided by the company will not result in another defaulted loan

• Contacted customers with questions, request for missing documents and/or needing verbal

• Manual decisioning of file, and the ability to validate income, assets and collateral documents including

employed tax returns were also a part of responsibilities

Entered account information into the company systems once all documents

Poulos Automotive Group (Worked at different locations) 03/06- 06/09

Internet Sales Manager (Rodeo Ford)

Build and maintain strong relationships with all current and potential customers including credit union members with a 35% -40% closing ratio

Build and maintain strong relationships with all current and potential customers including credit union members with a 35% -40% closing ratio

Analyzed credit reports and structured the best financial plan for the client while maximizing front-end and back-end profit

Poulos Automotive Group 06/04- 02/06

Internet Sales Manager (Central KIA)

Market company sales program to target client base, assist in establishing department goals and communicated sales strategies to employees

Build and maintain strong relationships with all current and potential customers including credit union members with a 35% -40% closing ratio

Analyzed credit reports and structured the best financial plan for the client while maximizing front-end and back-end profit

D & M Leasing 11/03- 6/04

Finance Manager

Finance car loans and submitted car applications to banks and credit unions

Sold additional car insurance such as Gap insurance, extended warranty and maintenance

Poulos Automotive Group 01/00- 10/03

Credit Union/Internet & Fleet Sales Manager (Central KIA & Subaru)

Analyzed credit reports and structured the best financial plan for the client while maximizing front-end and back-end profit

Market company sales program to target client base, assist in establishing department goals and communicated sales strategies to employees

EDUCATION

Los Angeles Valley College Cal State Los Angeles

Business Administration Education

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