Sign in

Customer Solutions Manager

Dallas, TX
April 27, 2016

Contact this candidate


Brenton Silva


MBA graduate with strong work ethic and a great attitude. Has a strong educational background in business ranging from management to economics. Has diverse customer service and decision making skills from different areas of business ranging from retail to various service industries.

Core Competencies

Customer service management

Retail management

Mortgage and student loans

Decision making

Document processing

Conflict resolution

Microsoft word and excel

Professional Experience

Real Time Resolutions

Customer Solutions Manager-August 2014-February 2016

Managed a team of 8-10 customer solutions professionals for mortgage and student loans

Responsible for 25,000 student loans and 10,000 mortgages

Orchestrated collection and dialing strategies

Developed and maintained efficiency and performance reports

Interviewed more than 50 potential employees for mortgage and student loan collections

Trained/Up-trained over 20 analysts through coaching and strategic development

Interacted with investors via email, conference calls, and face to face

Senior Customer Solutions Professional- January 2014-August 2014

Performed in-house account reviews and quality assurance audits for 40,000 delinquent mortgages

Acted as legal liaison with attorneys working on behalf of customers

Contacted attorneys and established repayment of over $250,000 of delinquent mortgages in 3 months

Processed over 100 loss mitigation applications in accordance with CFPB requirements

Issued over 100 settlement offers pertaining to CFPB guidelines

Performed equity analysis in order to valuate customer’s properties

Customer Solutions Professional -May 2011-January 2014

Handled high volume inbound and outbound collection calls in regards to mortgages

Spoke with customers and set up repayment arrangements

Discussed financials with customers and reviewed financial documents

Negotiated settlements and payment plans by finding middle ground and creating terms that benefited the customer

Averaged $30,000 in monthly collections


Sul Ross State University, Alpine, Texas

Masters of Business Administration December 2012

Sul Ross State University, Alpine, Texas

Bachelors of Science Business Administration May 2010

Employment Real Time Resolutions May 2011-February 2016

Contact this candidate