Sharay Harvey

**** ****** ***** ************, ** 08094

Cell 609-***-**** Email acvnhn@r.postjobfree.com

Trainer / Supervisor

Call Center / Quality Manager / Support Supervisor

PROFILE

Customer driven, results-oriented, motivated trainer/lead seeking training/supervisor position in a call center, quality management, or operations environment. Strong project management, human resources, training and development experience. Expert in performance improvement, process enhancement and growth in productivity.

Project Management

Talent Development

Training/Hiring

Team Building

Risk Management

Conflict Resolution

Negotiation

Written/Verbal Communication

Professional Experience

TD Bank, Cherry Hill NJ

Small Business Quality Specialist II

Knowledge of business policies and procedures as well as business entity and ownership structures.

Works as single point of contact with Customer, Lender, Underwriter and Store during process during approval and closing timeframe.

Ability to provide outstanding customer service to internal and external customers.

Review approved loans to determine due diligence requirements.

Verifies accuracy of completeness of information in the system with regulatory impact.

Determines the support of reports and assessments as they apply to loan request or approval.

Wachovia/Wells Fargo, Philadelphia PA

Collections / Loss Mitigation / Home Equity Solutions / Loan Processor 2008 – 2010

Strong knowledge of State and federal regulations governing collecting practices

Assisted in training new hires

Selected to specialty team devoted to assisting the Home Equity Solutions Department and was required to do a different role from my peers.

Focused on document collection and trial payment collection.

Evaluated customer financial situations and negotiate terms of repayments to bring account current.

Maintained knowledge of company products and services, policies and procedures and ability to apply this knowledge when communicating with delinquent customers.

Collected severely delinquent revolving credit accounts through resolution or charge off and foreclosure recommendation

Performed a variety of loan documentation duties on moderately complex loans, using comprehensive knowledge of policies and procedures for loan products.

Home Equity Collections Experience, which includes collection experience from early stage to back end and charge-off.

Knowledge of Shaw, Hogan, YOM, Emerald, CACS & FDR.

SLM Financial, Marlton, NJ

Recovery Collections Account Manager / Trainer 2003 - 2008

Completed the training and development of new collectors with regards to collection and resolution of delinquent accounts and accounts in dispute.

Dual responsibility included being in the role of Senior Recovery Specialist. Authority to recommend accounts to Director of Collections for approval of payoffs minus accrued fees or reasonable settlements.

Managed and cured accounts at the highest level of delinquency to prevent them from charging off.

Advanta Business Services, Voorhees, NJ

Loan Servicing Representative 1998 - 2003

Managed multiple accounts and developing positive relationships with customers by working with them to develop repayment arrangements for delinquent accounts.

Effectively work with debtors who are experiencing cash flow problems or who are not making payments due to a dispute.

Take appropriate action when debtor has sold their business, filed bankruptcy, or changed residence or place of business, or if principal of business is deceased.

Identify and clearly define problems and work to an amicable resolution.

Transfer files to litigation when all other collection attempts have been unsuccessful or as deemed appropriate.

Send delinquent letters to customers when appropriate.

Ensure that difficult customer situations are handled appropriately.

Utilized available resources to reach difficult-to-contact cardholders.

Collected on business card delinquencies beginning at 180 days past due.

Cured delinquencies, by either securing payment or by other means before the contract has aged to charge-off.

MidAtlantic National Bank, N.A. Philadelphia, PA

Installment Loan Collections Supervisor 1989 – 1997

Maintained a Responsible for maintaining an acceptable level of delinquency and loss.

Verified, organized and completed files of delinquent accounts in need of final decision to credit investigation.

Approved, denied capital-line appraisals.

Responded to intense customer complaints and questions concerning the status of automobile accounts.

Performed training, advising, and motivating techniques for 8-10 adjusters or junior collectors.

Active member of management team responsible for offering solutions of improvement with respect to potential problems.

Peirce College, Philadelphia, PA

AS., Business Administration / Accounting

Health Careers Academy, Cherry Hill, NJ

Certified Medical Assistant

BA Technical School, Runnemede, NJ CPCT/ CNT/CPCA, CET, CPT, CPR & CNA

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