Customer Service Quality Assurance
Resume:
LORI J. WOODWARD
Canyon Lake, CA 92587
Cellular: 951-***-****
SUMMARY
Collection and Customer Service Manager/Quality Assurance/Trainer, with over twenty years experience in the management of Call Centers and delinquent Auto, Residential and Commercial loans. Highly experienced in Quality Assurance and Training all Collection Staff. Owner Operator of Lori's Mobile Notary.
Thoroughly experienced in the regulations, collection practices, and legal aspects of foreclosure, repossession, and collateral liquidation, including the new bankruptcy laws.
EXPERIENCE
Lori's Mobile Notary Canyon Lake, CA Janurary 2014-Present
Owner/Operator
I specialize in Loan Signings, Trust/Wills, and all other Notorial acts.
WESCOM CREDIT UNION Anaheim Hills, CA August 2011-January 2014
Quality Assurance/Compliance-Trainer-Collections
Plan and implement all Quality Assurance and Compliance training, monitor and coach to all calls scored, give feedback to Supervisors for immediate feedback to the Collectors, provide monthly training classes to Collectors on Policies and Procedures within the Collections Department prepare PowerPoint presentations and deliver training in a class room setting, maintain trending spreadsheets for better results. Work with the Dialer Analyst to assist in dialer campaign strategies.
NEW CENTURY MORTGAGE/Carrington Mortgage Services Santa Ana, CA May 2006 – July 2010
Customer Service/Collection Team Manager
Plan, direct, and implement new ideas and strategies for the Call Center.
Manage and motivate staff of 15-20 associates, and two leads to provide excellent customer service to both internal and external customers ach and update staff to assist borrowers with customer service calls such as escrow, taxes, insurance and other questions related to their loan.
Develop and budget employee quarterly incentives.
Assist and resolve escalated customer complaints and calls.
Coach and develop team leads and associates to ensure that they comply with FDCPA, SOX, RESPA and other policies and regulations
Responsible for screening and interviewing possible candidates for the call center
FIRST FINANCIAL CREDIT UNION West Covina, CA May 2004 – February 2006.
Collection Supervisor
Planned, directed, and implemented the management of mortgage delinquencies, including repossession and marketing of REO properties, and collateral liquidation as part of the Management Team; reported directly to the Vice President of Collections.
Interviewed, hired, mentored, and supervised a team of 15 on the Bankruptcy, Real Estate Foreclosures, Liquidation, Repossession, Charged off Recovery, and Front-line Collection desks
Updated policies and procedures
Maintained spreadsheets of repossessed foreclosures and vehicles
Managed all aspects of real estate foreclosure from start to trustee sale, and re-marketing of REOs through a realtor
Researched the value of repossessed autos for sale at auction: accepted/declined offers at the L.A. Auto Auction
Skip traced and developed repayment solutions
ACCOMPLISHMENT:
Reduced delinquencies from $13 million to $2.6 million.
EXPERIENCE - continued
IMPERIAL CAPITAL BANK Glendale, CA November 1996 – May 2004.
Asset Management Supervisor
Managed commercial assets in delinquency.
Hired, trained, and supervised a team of four in the collection of commercial and residential loans
Analyzed borrowers’ income tax returns and financial standing and recommended new payment arrangements or foreclosure
Handled all REO properties
Oversaw the collection and resolution of delinquent property taxes and insurance
Researched and resolved misapplied payments, bankruptcies, and credit bureau disputes
Managed repossessions, title releases, and legal issues related to Small Claims Court and deficiency judgments
Represented the bank in Small Claims Courts throughout the country
ACCOMPLISHMENT:
Hired to manage the disposal of a portfolio of vehicle E&F paper the bank had purchased (3 years) and advanced to Asset Management position based on handling this responsibility.
EDUCATION
PASADENA CITY COLLEGE: Accounting Classes.
Licenesed and Bonded with the National Notary Assocation.
AMERICAN BANKERS ASSOCIATION CLASSES: Analyzing Income Statements.
OTHER TRAINING: Personal Tax Return Analysis, Financial Statement Analysis, Equal Credit Opportunity Act, Fair Credit Reporting Act, FDCPA; numerous Collection Seminars.
SPECIAL SKILLS
Computer literate: Type 65 WPM; 10-key by touch. Knowledgeable with Metavante, CACS, SDI/Miser and Spectrum Systems; Microsoft Word, Excel, PowerPoint and Avaya Dialer Internet, ImageVu, Uniform, Speed pay, MortgageServ and Microsoft Outlook
REFERENCES:
Provided upon request.
Contact this candidate