Professional Overview:

Experienced call center supervisor and a proven leader managing teams under producing, and bringing them to company standard. Consistently maintaining a ‘top 3 performance status’ for the teams’ managed,

Experienced in training and development, with a passion for managing, leading and supervising

Principal strengths include excellent interpersonal skills with the ability to communicate effectively at all levels, a team leader/player that consistently attains and surpasses all expected group results and an unwavering, highly effective, self-motivated and dedicated employee.

Focus: Operations Management, Conflict Resolution, Coaching, Quality Control/Assurance, Training and Development, Customer Advocacy, Operational Optimization

Technical Skills:

Knowledgeable and experienced in printing reproduction, Articulate -Storyline, All Adobe suite programs (PS, LR, AE, AI, PR) Oracle and Microsoft Office Suite with heavy proficiency in Microsoft Word and Excel

Professional Experience:

SWBC San Antonio, TX

Training and Development May 2015 – March 2017

Promoted to Training and Development

Led classes from 10 to 26 trainees identifying training and development needs within an organization through job analysis, appraisal schemes and regular consultation with business managers and human resources departments

Created Training Material, Simulations, LMS assessments, Facilitator and Trainee guides in preparation for upcoming classes.

Designing and expanding training and development programs based on the needs of the organization and the individual

Created learning environments LMS, CBT and Web based learning programs that are satisfactory to all relevant parties in an organization, such as line managers, accountants and senior managers at board level

Considering the costs of planned programs and keeping within budgets and assessing the return on investment of any training or development programs

Staying up-to-date with developments in training by reading relevant journals, attending relevant courses to gain an understanding of e-learning techniques and heavily involved in the creation and/or delivery of those e-learning packages

One-to-one or group assistance helping line managers and trainers solve specific training problem

Other responsibilities include: Developing effective induction programs, conducting appraisals, devising individual learning plans, producing training materials for in-house courses, evaluating training and development programs ensuring that requirements are met, managing the delivery of training and development programs, spearheading the training strategy for all classes, monitoring and reviewing the progress of trainees through questionnaires and discussions with managers,

SWBC San Antonio, TX

Customer Service Supervisor May 2014 – May 2015

Regularly supervised a team of 15 -25 members including interim responsibilities as a department manager heading a total of 150-200 team members

Supervise staff and activities involved in providing efficient and effective Customer Service support in administering collateral protection insurance coverage to include work schedule maintenance

Oversee and monitor inbound and outbound service calls regarding collateral protection insurance coverage questions, inquiries and/or problems for all levels of complexity to ensure quality standards, compliance with policies and procedures, and timely feedback.

Monitor and enforce quality expectations by reviewing, coaching and counseling representatives on their phone call scoring sheets.

Ensure timely execution of various department activities to include team fax queues, group email accounts, and maintenance workload queues to ensure effective Customer Service support.

Establish and maintain effective communication with financial institutions to ensure customer expectations are being met.

Assist in the development of training programs to meet ongoing customer service initiatives by identifying and coordinating training need.

Other responsibilities include: Interviewing for open positions, Coach, counsel and discipline team members, and process time cards, and resolve personnel related issues.

Wells Fargo/BOA (Randstad Staffing) San Antonio, TX

Mortgage Loan Modification Specialist Foreclosure Supervisor (Contract) Oct 2013 – May 2014

Supervised a staff of up to 15- 36 team members.

Responsible for overall performance including evaluations, coaching and mentoring.

Assist attorneys in preparing foreclosure documents, letters and meeting foreclosure timeframes.

Handle 6090 foreclosure files, throughout various stages of the foreclosure process

Communicate effectively with clients via phone, email and client websites, to ensure all information needed is received to expedite foreclosure process.

Worked within a paperless environment, multitask and prioritize work, so time sensitive work is finished within client guidelines.

Accenture – (Collabera Staffing) San Antonio, TX

Supervisor Loan Modification Specialist (Contract) Aug 2012 – Sep 2013

Develop, train and oversee projects and teams of 10 to 26.

At times, responsible to oversee the department of 140 team members, to build the various data interfaces required to support the business as the part of the investment in performance improvement and automation.

Set priorities for enhancements and support and all data/system integration efforts.

Provided training and collaborated with Regional and Global Project staff working on software development and support.

Provided critical feedback regarding any process deficiencies which could result in operational loss to the bank.

Participated in projects and initiatives with both internal and external parties in creating solutions to minimize operational risk and expense to the bank and maximize claim recovery.

Perform any or all post foreclosure servicing tasks as business needs dictated or as prescribed by management.

Wells Fargo Bank San Antonio, TX

Loan Modification (SME) Subject Matter Expert Aug 2010 – Aug 2012

Responsible for performing a variety of loan documentation duties on moderately complex loans using

Comprehensive knowledge of policies and procedures

Evaluate default mortgage servicing loans during the claim review process and determining whether borrower meets the requirements for the modification.

Completed initial screening and evaluated eligibility, completed income calculations to determine the preferred modification option based on the delegated authority matrix.

Recommended alternative solutions, if necessary, outside the delegated authority matrix, and declined requests for modification when there is no modification alternative.

MAXIMUS, Inc. San Antonio, TX

Eligibility Support (ES) Supervisor/Application Support Dec 2005 – Jun 2010

Led team of 12-15 production technicians to ensure productivity and quality standards were achieved including the interim management of 180 staff members when needed

Recognized leader for the San Antonio project successfully transitioning a department to acquire more scope by forming and reforming teams to accomplish the project’s ever-changing mission

Establish and implement performance and service standards

Monitors workload and coordinates work schedules

Consistently and effectively communicate with staff members and management on performance metrics

Reviews work of technicians to ensure accuracy and performance standards are met and exceeded

Consistently communicates knowledge of the program and work processes to team members

Analyze and effectively redistributes workload to ensure a positive impact of timeliness, accuracy, and meeting program goals and expectations

Identifies areas of improvement, reports/defends metrics and production inventories

Provides performance feedback to staff members in a consistent and timely manner

Trains, motivates and evaluates performance

Respond to and resolve client inquiries and complaints

Develops and maintain working relationships with community resources, state agencies and management

Develop and maintain working relationships with staff or representatives of community resources, state agencies and management.

Well-versed in the scope of ES in San Antonio to include imaging and application support.

Kinetic Concepts Inc. (Randstad Staffing) San Antonio, TX

Support Technician/Imaging (Contract) Feb 2005- Dec 2005

Maintained photo copy machines at all Kinetic Concept, Inc. sites to include installation and repairs

Ensured product ran at optimal levels

Identified needs for parts or machine replacement

Troubleshooting, repair and retrofits for all Kinetic products

Provided excellent customer service

Responsible for outgoing and incoming mail facilities

Operation of production equipment

Responsible for manufacturing and assembly of clinical and commercial products

Knowledgeable of blueprints, guidelines, diagrams to ensure product specifications.

Time Warner Cable, Inc. San Antonio, TX

Technical Support Specialist Sep 2004 – Feb 2005

Provided complete technical support through customer care contact center for video, high-speed data (HSD) and digital telephone customers

Provided timely one call resolution of inbound and outbound phone and communicated via email for technical support issues from residential customers

Responsible for troubleshooting with residential customers to assist with cable TV services and equipment including video hookups, equipment programming functions, digital and analog converters, remote controls, video on demand, and digital video

Adhered to service level and phone statistics and measured on support response metrics and agent productivity reports.

Maintained excellent professional customer service on each customer contact.

Exceeded customer service and quality standards

Education:

Roswell Job Corp Roswell, NM

Mayfield High School Las Cruces, NM

High School Diploma

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