Melissa D. Walls

*** ***** ********* ******

Mount Holly, North Carolina

Telephone: 980-***-****

Email Address: ad0iva@r.postjobfree.com

CORE COMPETENCIES AND STRENGTHS

1.Driven financial professional with strong leadership and decision-making abilities

2.Effective written and verbal communication skills

3.Results oriented with strong analytical, networking and team building skills

4.Conveys information to customer in an effective way by actively listening and gaining cooperation

5.Ability to positively influence the behavior of peers and build relationships with other teams

6.Creative self-starter with the ability to dig deeply into problems, identify root causes, and recommend sustainable solutions

7.Proficient with MS Word, Excel, and PowerPoint.

PROFESSIONAL EXPERIENCE

KASK, Charlotte, NC

Customer Service Supervisor 2016 – current

8.Maintain customer accounts and record account information.

Manage the workflow of all customer service staff.

Create and track reports to effectively drive the order entry, inbound and outbound calls and all daily task.

Conduct regular scheduled meetings to consistently train the staff on new processing.

Create, implement and train the new hires

9.Work closely with the sales team, marketing team, supply chain rep and directly with the CEO of KASK.

Securitas, Charlotte, NC

Security Systems Test and Inspection Coordinator 2015 – 2016

Collabera for Securitas f/k/a Diebold

Support global installation and testing of Access Control and Video Surveillance proprietary Bank of America software, alarm panel hardware.

Analyze, identify, and document best practices to assure optimal security tool functionality

Perform training sessions with other team members to assure redundancy in team skills and capabilities

Establish and maintain strong relationships with security tool vendors to stay on top of new functionalities and find ways to add value with existing tools

Perform routine security device field testing and inspection

Document service repairs and installation actions by completing forms, reports, logs and records

Bank of America, Charlotte, NC

Customer Relationship Manager 2012 – 2015

1. Built external and internal relationships while working closely with a team which consists of customers, bankruptcy attorneys, BOA bankruptcy department, mediation technicians, litigation technicians and customer service to facilitate loss mitigation options for customers

2.Demonstrated the ability to guide customers through the retention and/or liquidation process

3.Communicated to customers regarding products and services to ensure compliance with federal laws and company guidelines that minimized loan losses and legal concerns

4.Adhered to document compliance as well as collateral monitoring and maintenance

5.Implemented procedures to meet production deadlines, successfully executes service level

agreements while auditing all loans

6.Efficiently identified obstacles that impeded timely decision for customers

7.Utilized strong communication skills that allowed for communicating negative decisions (declines) in a professional and constructive manner, while transitioning the customer to a liquidation discussion or alternative mortgage solution.

8.Provided on and offsite training for new hire associates

9.Maintained ethical business standards by adhering to policies and procedures

10.Planned and coordinated weekly portfolio action plan to effectively manage service level agreements

Bank of America, Charlotte, NC

Workout Specialist, Modifications/Retention 2010 – 2012

11.Worked directly with the customers or the authorized third party to compile documentation needed to decision the loan; underwriting

12.Reviewed modification applications while evaluating risk and cost to the company while following investor guidelines

13.Worked closely with Quality Review Team to reduce escalations and increase customer satisfaction.

Wells Fargo Home Mortgage, Fort Mill, SC

Work Flow Director II, Post Closing 2006 – 2010

14.Managed, coached and directed workflow of staff of 25+, which consisted of Permanent and Contract Employees; Imaging Representatives, Loan Document Specialist, Loan Document Processors, Customer Service Representatives, and Auditors

15.Maintained meeting production goals for the department, reviewed quality and Etalk audits for accuracy, met monthly CPL budget goals, met company compliance standards and produced monthly reports for upper management team.

16.Trained all Permanent and Contracted Employees

17.Implemented systems, processes, and report changes to increase the productivity and quantity.

Wells Fargo Home Mortgage, Fort Mill, SC

Work Flow Director I, Subordination Support 2003-2006

18.Assisted in managing staff of 7-10 Operation Processors who obtain subordination agreements from lien holders for cash-out refinanced loans

19.Collaborated with Underwriting, Fulfillment and approval review leadership staff to resolve issues that potentially impact customers negatively

20.Provided support and guidance to staff on various exception issues on title reports, credit reports, loan applications, underwriting summaries and other documents as needed

21.Created reports to track the progress and quality as a team

22.Assisted with developing an effective system of record/repository

Wells Fargo Home Mortgage, Fort Mill, SC

Work Flow Director I, Lien Release 2000-2003

23.Prepared satisfaction documents according to the state specific requirements within compliance and regulations standards

24.Worked closely with county recorder’s office to develop a rapport of getting documents recorded timely

1.Accurate data entry of files, successfully meeting and/or exceeding departmental goals

Wells Fargo Home Mortgage, Fort Mill, SC

Manual Review Representative, Manpower Staffing for Norwest f/k/a WFHM, 1999-2000

2.Data Entry quota 60; maintained quota of 70+

3.Developed a rapport with county recorder’s offices

25.Had signing authority as Assistance Vice President of Loan Documentation and notarized all documents

4.Assisted borrowers in correcting the documents

EDUCATION University of Phoenix, BS in Business Management 8/12/2008

PROFESSIONAL Certified Notary Public

CERTIFICATIONS:

References available upon request

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