Customer Service Supervisor
Resume:
Tiffany Turner
Carrollton TX 75010
***************@*****.***
OBJECTIVE
My primary objective to motivate, empower and inspire a team to excel at their day to day job functions. I aspire to help individuals maximize their full potential and while monitoring performance and to ensure all business goals and objectives are met on a daily basis.
SKILLS & ABILITIES
5 years in leadership role
Energetic, innovative and positive attitude
Strong verbal communication skills and interpersonal tact to excel at improving team morale,performance and production
EXPERIENCE
Carrington Mortgage Services
Customer Service Supervisor- December 2019-Current
My job consists of managing 12 agents’ production, attendance, and performance. My daily task includes providing both positive and negative feedback, monitoring attendance, approving timesheets, taking escalated customer calls, coaching, interviewing, and hiring talent for the firm.
Collections Team Lead- January 2019-December 2019
My primary job function included taking escalated calls from agents, send daily reports, and provide coaching. I also was still responsible for my own queue work and hitting monthly goals.
Collections/Loan Counselor-October 2017-December 2018
Counsel borrowers on methods for bringing their loan current and/or exploring alternative solutions. Negotiate loan workouts and/or modifications.
JPMorgan Chase
Home Equity Customer Outreach Specialist - April 2013-September 2017
As a Customer Outreach specialist my primary job function is to help customers resolve delinquency by educating them on different retention and non-retention options that Chase offers. A large part of my job focus includes meeting customers unexpressed needs and providing the best resolution.
CitiMortgage
Single Point of Contact- August 2011-April 2013
I was responsible for managing and monitoring 105-200 foreclosure accounts
per month trying to actively reinstate account to prevent customer from
losing their home and prevent company losses.
Homeowner Assistance Account Manager- January 2010-July 2011
Making outbound calls as well as accepting inbound calls to offer home affordable options for homeowners who needed additional mortgage assistance. I educated customers regarding all loan cure possibilities as well as gathered required documents and also prepared files to be submitted to underwriting for review.
Front end Collections- January 2010-December 2010
I was responsible for logging into automated dialer system to make outbound.
Calls on account that were 30-120 past due. I was responsible for collecting
delinquent amounts due to bring the account current and educating customer
on other options to help keep home affordable.
EDUCATION
University of Texas at Arlington August 2009-May 2011
REFERENCES
Jacek Andrews – 469-***-**** Current Manager
Jessica Cox 713-***-**** Former Chase Supervisor
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