Stacy Hughes

**** ********* **** # ****

Dallas, Texas 75287

acthfi@r.postjobfree.com

Cell: 214-***-****

SUMMARY OF QUALIFiCATIONS

11+ years busy call center experience

Expert in providing exceptional customer service

Proficient in Microsoft Office Suite

Quick thinker and excellent problem solver; ensures all concerns are fully resolved

PROFESSIONAL EXPERIENCE

06/2009-Present Chase Home Finance Irving, TX

Loss Mitigation Representative

Handles all incoming calls regarding the status of modifications, billing, foreclosures, short sales, deed in Lu and any other questions regarding a client’s loan status

Promoted to CAS (Customer Assistance specialist) and acts as a single point of contact of a portfolio of two to three hundred accounts

Touches base with every single account every three days and assists customers throughout the entire loan process; setting them up with a repayment plan, modifications, short sale, deed in lu or any Hamp plan they may qualify for

Responsible for running financials for a modification plan and insuring all documents associated with the modification plan are in office in a timely fashion

Responsible for day to day updates of all documents placed in my queue

Works with underwriting team to complete final modification

Responsible for paying very close attention to making sure all Dodd Frank guidelines are followed

10/2006-06/2009 Wachovia Dealer Services Irving, TX

Loan Service Counselor

Exhibited exemplary customer service while initiating outbound calls and receiving inbound calls from customers

Assisted customers with deferments and/or due date changes when appropriate

Conducted conversations with customers regarding resolution of delinquency and education of contractual terms and obligations of their loan

Researched account payment history, misapplied payments and processed payments via phone

01/2004-10/2006 Brink’s Home Security Irving, TX

Customer Care Lead Specialist

Supervised 10+ employees in the Customer Care Department

Maintained excellent customer service skills by answering escalated calls concerning account information and follow up calls

Planned, organized and delegated assignments

Monitored team statistics to assure all team goals were met

EDUCATION:

Sam Houston State University Huntsville, Texas Bachelor of Science Degree 1996

Major: Kinesiology

Minor: Health

Paris Jr. College Paris, Texas Associates in Science 1992

Pharmacy Tech Trainee License January 4th, 2016

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