Customer Service Microsoft Office

Demetria Jones

**** ******** ****** ******, ***** 75241 214-***-**** *************@*****.***

Summary of Qualifications

An experienced Supervisor and trainer. Able to explain information clearly, recognize excellence in individuals and inspire team members to achieve their potential while working toward common goals.

Advanced knowledge of mortgage processes with over 15 years of mortgage servicing experience

Offer advanced computer skills in MS Office Suite and other applications/systems

Core Competencies

Monitoring

Reading Comprehension

Speaking

Writing

Management of Personnel Resources

Time Management

Judgment and Decision Making

Active Learning

Management of Financial Resources

Operations Analysis

Operation and Control

Operation Monitoring

Quality Control Analysis

Active Listening

Instructing

Coordination

Critical Thinking

Learning Strategies

Complex Problem Solving

Teambuilding & Supervision

Report & Document preparation

Policy & Procedure writing

Customer Service

Spreadsheet & Database creation

Recruiting/Interview process

Professional Experience

Closing Coordinator

September 2016 - Present

Cornerstone Staffing (Colonial Savings)

Addison

Obtaining final documents & verifying all documents are in the file prior to shipping

Organizing closed/funded files in stacking order

Inputting data in tracking system for final document review

Shipping files

Contacting closing agents for additional documents

Operations Supervisor

June 2009 - February 2016

Corelogic

Westlake

Supervise a team of employees responsible for payment of real estate taxes for escrow/non-escrow loans in default (Foreclosure, REO, and Bankruptcy)

Resolve escalated issues from the homeowner or client to include executive escalation service

Plan staffing capacity based upon volumes

Manage daily interactions with business clients and review production, performance, quality, and service level agreements

Write and deliver performance reviews and monthly scorecards

Identify staff training and development needs to ensure that appropriate training can be arranged.

Perform administrative duties, such as compiling and maintaining records, completing forms, preparing reports, or composing correspondence.

Review and evaluate employee performance.

Schedule employee work assignments and set work priorities.

Team Leader

March 2008 - June 2009

Corelogic/First American

Westlake, Tx

Provide customer service by greeting and assisting customers, and responding to customer inquiries and complaints.

Assign employees to specific duties.

Tax Researcher Senior

October 2003 - March 2008

Corelogic/First American

Westlake, Tx

Process escrow/non-escrow payments for the homeowner

Contact taxing authorities and verify payment amounts via county websites

Verify taxing agencies and parcel information to process payments

Ensure payments are applied and mailed to correct agency

Contact homeowners regarding escalated issues

Education & Training

High School - Basic Studies

May 1994

South Oak Cliff High School

Dallas, Texas

Cedar Valley Community College

Lancaster, Texas

Selected Awards & Accomplishments

MBF (Lean Management by Fact) Certified, 2015

White Belt, 2015

Tools & Technology

Microsoft Word

Microsoft Office

Excel

MSP

Black Knight

Access

Home Federated Search

Xptr

Mainframe

Empower

Affiliations

Toastmasters - Secretary (2015-2016)

Habitat for Humanity - (2012 - 2016)

Contact this candidate