Customer Service Quality Control
Resume:
DONNA (SUZY) COLEMAN
Hartsville, SC. 29550
Mobile: 843-***-****
SUMMARY
Leader / Operations Professional with expertise in establishing strong working relationships with business partners by maintaining a balance between operational excellence and consistent quality. Recognized for exemplary leadership and organizational skills and has the ability to develop high performing teams. Able to prioritize workflow to achieve high levels of accuracy while maintaining departmental and industry compliance standards.
SKILLS
Team Building
Communication Skills
Research & Analysis
Customer Service
Leadership
Quality Assurance/Control
Problem Solving
Policies & Procedures
Organizational Skills
Management
Training/Coaching
Decision Making
Critical Thinking
Relationship Building
Initiative
PROFESSIONAL EXPERIENCE
ANDERSON BRASS COMPANY, Hartsville, SC 2016 - Present
Assembler/Operator
JPMORGAN CHASE, Florence, SC 1993 - 2014
Sr. Lead Operations Specialist, 2012 - 2014
Managed Quality Control (QC) and Audit Review of any changes or updates to active and newly boarded loans to mortgage servicing platform by the ARM Data Integrity team.
Communicated error alerts to internal business partners in a timely manner.
Selected to be part of the Transition Team to facilitate successful migration of Quality Control functions to new site.
Selected to serve as subject matter expert in review of reconstructive loans.
Recognized for consistently exceeding monthly production and quality goals.
Sr. Specialist, Loan Servicing Special Loans (formerly Washington Mutual/Fleet), 2008-2012
Handled all daily customer inquiries regarding their Adjustable Rate Mortgages while providing exceptional service and ensuring customer satisfaction.
Obtained daily indices from all resources and loaded to our system to calculate current interest rates.
Selected to train new employees in loan serving policies and procedures to ensure compliance.
Conducted amortizations and reconstructions on Adjustable Rate Mortgages which had errors upon boarding.
Exceeded all requirements for the Special Loans/ARM QC area with minimal training. Processed ARM calculations, modifications and special products.
Wholesale Pricing Specialist II, Capital Markets, 2008
Chosen to pilot wholesale pricing channel to ensure accuracy prior to start up.
Priced loans for all wholesale brokers as well as underwriters and processors.
Trained and coached new employees on pricing wholesale loans.
Handled and resolved daily call center pricing inquiries/ issues from brokers while providing premier customer service.
Exceeded all requirements for the Wholesale Department and promoted to Sr. Specialist in 4 months.
Retail Pricing Specialist II, Capital Markets, 2007 - 2008
Trained new employees on policies and procedures for pricing department.
Completed quality control for new employees.
Retail Pricing Specialist I, Capital Markets, 2006 – 2007
Priced Retail and Consumer Direct Loans for Bank Loan Consultants.
Processed marketing authorization request for Wholesale, Retail, and Consumer Direct Departments.
Analyzed and resolved any inquiries regarding pricing.
Achieved or exceeded all requirements for the pricing department.
Team Lead, New Loan Set UP-Post Funding, 2003 - 2006
Completed daily audits of each group member within team to ensure accuracy, high productivity and compliance.
Created daily reports and made recommendations to develop and train team to maximize efficiency and productivity.
Selected to be manager back-up and handle daily responsibilities in absence.
Created and updated excel reports as well as responsible for database reporting.
Received Shining Start & Kudos Award recipient for outstanding service.
Selected to go to India for outsourcing function; trained and coached staff to assume roles.
Claims Specialist, Real Estate Operations, 1998 - 2003
Conducted final review of files prior to entering foreclosure department.
Maintained daily figures of all types of loans that are sent to foreclosure; sent daily numbers to all required departments.
Chosen to be back-up for manager in her absence.
Trained all new employees entering area. Notified all employees of returned checks in order to meet compliance issues. Created and updated reports.
ADDITIONAL EXPERIENCE: JP Morgan Chase/Washington Mutual/Fleet
Foreclosure Processor III, 1996 - 1998
Default Collector II, 1995 - 1996
Bankruptcy Specialist, 1993 - 1995
WHITE PRINTING COMPANY, Marion, SC 1991 - 1993
Graphic Artist and Typesetter
Design of Ads and Layout of weekly newspaper
Typeset invitations, business cards, books, and flyers.
FAMILY DOLLAR, Marion, SC 1990 - 1991
Graphic Artist and Typesetter
Cashier
Received and stocked merchandise
EDUCATION
Florence Darlington Technical College, Florence, SC; Accounting I & II, Computer Programming
DONNA (SUZY) COLEMAN Page 3
TECHNICAL SKILLS
Microsoft Office – Excel, Word, PowerPoint, Outlook
Mortgage Servicing Package (MSP); Customer Care Workbench (CCW)
iVault Record Retention; LenderLive; InfoSource
VOLUNTEER/COMMUNITY SERVICE
2013 Special Olympics
2013 5K Scholarship Run
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