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Call Center Supervisor, Auto & Mortgage Servicing Supervisor

Grapevine, Texas, 75261, United States
December 30, 2015

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**** ******** ***** • ARLINGTON, TX 76017

817-***-**** •


Highly motivated, goal oriented management professional with extensive knowledge and expertise in Retail, Banking, Mortgage, and Auto environments including sales, service, and operational controls. Proven track record of success in management, business development, process enhancement, and personnel management. Talented in developing and leading business opportunities and deploying marketing strategies to maximize growth and profitability.


Strong analytical and organizational skills

Strong research and problem resolution skills

Strong written, verbal and interpersonal skills

Proficiency in Project Management Life Cycle methodologies

Bi-lingual English/Spanish


MS Office (Word, Excel, PowerPoint, Access, Visio, Project)

MSP (Mortgage Servicing Platform), (DW) Default Workstation, Lender Live, LPS Desktop, Loan Builder, CLOSR, WITNESS, NICE, Aspect Predictive Dialer, Aspect Quality Management, CMS SUPERVISOR, RTA (Real Time Adherence), SHAW, ZOHO CRM.


NPower, Cyber Security, Expected Completion April 2016 (In Progress)

Northwestern State University of Louisiana, Bachelor of Arts, Major: Sociology, Minor: Anthropology

Six Sigma Green Belt (JP Morgan Chase)

Certified Associate in Project Management (JP Morgan Chase)

NMLS ID: 956267 Federal Mortgage Loan Originator (Inactive)


Quality Assurance Analyst (Contract/Project) Carlisle Gallagher Consulting Group

November 2015 – Present

Perform quality audits across Mortgage projects to ensure quality standards, procedures and methodologies are being followed.

Ensure all audits were performed in accordance with company policies and procedures to comply with all related agency and client guidelines.

Gather data by reviewing a specific established baseline to ensure compliance with governance, policies and procedures.

Account Executive Nations Lending Corp.

March 2015 – July 2015

Managed mortgage accounts for existing customers as well as following up on qualified leads and creating relationships with new customers.

Maintained superior knowledge of all loan products and guidelines in order to provide advice and assistance to approved and prospecting brokers.

Operations Manager Office Depot

November 2014 – March 2015

Responsible for freight and logistics activities within the store and provide guidance to logistics associates by facilitating training, providing positive and constructive feedback, and the appropriate level of coaching required.

Performed the duties of Leader on Duty role and proactively engage with customers to exceed their needs and generate revenue by driving a sales culture.

Collections Servicing Manager Exeter Finance Corp.

February 2014 – August 2014

Managed the daily operation of the assigned collections group, including but not limited to productivity, quality assurance, succession planning, procedure interpretation, employee development and evaluation.

Developed procedures to measure quantity and quality of production; and assist in developing, implementing, and monitoring of operational methods and procedures.

Monitored compliance with all applicable laws and codes to include but not limited to Fair Debt Collection Practices Act, Fair Credit Reporting Act, Bankruptcy Code and Rules, Motor Vehicle Sales Act, Repossession laws, Fiduciary Code and the Rules of Civil Procedure.

Customer Assistance Specialist Supervisor JP Morgan Chase & Co.

November 2008 – December 2012

Provided leadership, guidance, and support to a team of Customer Assistance (SPOC) Specialists responsible for related Collections, Modification, Foreclosure, Bankruptcy, Loss Mitigation, and Portfolio Management.

Monitored performance metrics across a military servicing call center with over 300+ agents. Monitor reports and data through performance monitoring via real time, historical, and integrated reporting, and custom calculations to meet specific business unit requirements.

Delivered performance feedback, including mid-year and end of year performance appraisals, developmental action plans, and disciplinary action; Responsible for recommending promotions, terminations and salary adjustments.

Facilitated team meetings to help drive team performance and discuss performance measures (KPI’s) including team productivity, goals/objectives, customer satisfaction scores and quality assurance scores.

District Manager The Rental Store, Inc.

February 2005 – July 2008

Oversaw compliance of Branch Managers with established company policies and standards, such as safekeeping of company funds and property, personnel practices, performing required audits, and maintaining a positive relationship with Ashley Furniture Home Stores.

Full profit-and-loss responsibility for the region and lead the organization in the execution of best operating practices and optimization of operating efficiencies and customer service.

Conducted audits to ensured store personnel properly prepare a financial analysis for each new account by obtaining and analyzing credit reports, calculating debt to income ratios, and discussing credit lines and contractual obligations during the sales closing with customers.

Successfully maintained 16 branch finance offices in 4 states; N. Carolina (4), W. Virginia (4), Virginia (4), and Maryland (4)

Planned, directed and managed staffing and development of employees by meeting turnover goals for the District; effectively communicated company strategic goals; conducted effective and timely performance appraisals ensuring all training for employees is completed; and worked with employees to improve their satisfaction levels as measured by employee surveys.


Field Artillery Cannon Crewmember (SSGT) U.S. Army

November 1988 – September 1996

Supervised handling, transportation, accountability, and distribution of ammunition.

Assisted in the supervision of howitzer operations, maintenance, and training.

Planned, arranged, and prepared weapon for execution.

Conducted bore sighting, and basic periodic tests.

Supervised the operation, loading, and maintenance of the Field Artillery Ammunition Support Vehicle.

Infantry Weapons Squad Leader/Machine Gunner (SGT) U.S. Marine Corps.

September 1996 – September 2000

Supervised and coordinated the preparation of personnel, weapons and equipment for movement and combat while establishing the operation of a unit command post, the fire and movement between tactical units and providing fire support, unit re-supply and casualty evacuation effort.

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