MONTELL ROBINSON

***** ******** ******** ************, ** 78660 512-***-**** ad264w@r.postjobfree.com

CAREER OBJECTIVE

Seeking a position as a quality specialist/or supervisory role to which will allow me to utilize my twenty-five (25) years of experience and knowledge to benefit my employer. I am seeking an organization that offers a clear career track with opportunities for professional growth.

PROFESSIONAL STRENGTHS

Possesses over twenty-five (25) years of professional and managerial experience as a customer service representative/collections specialist/quality assurance analyst.

Exceptional administrative and organization skills - highly organized- high attention to detail - with an ability to balance multiple tasks simultaneously.

Comprehensive written and verbal communication skills

Ability to work independently as well as a member of a team.

Ability to solve customer inquiries as well as set goals and meet objective efficiently and under time constraints.

EDUCATION

Angelo State University, San Angelo, TX 1988 to 1994

Austin Community College, Austin, TX - Para Educator Certification – June 2005

PROFESSIONAL EXPERIENCE

WiPRO Limited/Meta/Facebook

Quality Control Analyst/SME March 2021 to June 2023

●Reviewing and scoring calls, emails and chats for quality and compliance purposes on a weekly, monthly basis; Participate in calibration sessions to ensure alignment on quality assessment scoring; identify trends and opportunities for further review; Address quality disputes with vendors; Partner with front line management on coaching and performance initiatives; Provide ongoing feedback about evaluation processes to ensure items critical to the customer experiences are appropriately measured; Provide professional and constructive feedback about strengths and areas of opportunity during assessment of support agents; Completes additional tasks as assigned by management.

CeLink Mortgage

Occupancy Specialist III/ Loss Mitigation Specialist November 2019 to March 2021

●To Keep track of all reporting for occupancy for servicing loans; In charge of Texas loan reporting for Vacancy, occupied, and loans called due to stay on all timelines with Texas and HUD guidelines to avoid curtailment.

6/30/2020: new process for all New York state loans for Loss mitigation process

required to track all communication for all five loss mitigation processes.

Insight Global/DropBox

Quality Assurance Analyst October 2018 to October 2019

●Reviewing and scoring calls, emails and chat for quality and compliance purposes on a weekly, monthly basis; Completes monitoring evaluation form for a random sample of calls, emails, and chats to help provide data about overall performance levels; Provide professional and constructive feedback about strengths and areas of opportunity during assessment of support agents; Provide ongoing feedback about evaluation processes to ensure items critical to the customer experiences are appropriately measured (RCA); Accessible to agents for questions and get clarification on quality reviews; Participate in calibration sessions to ensure alignment on quality assessment scoring; Completes additional tasks as assigned by management; Identify trends and opportunities for further review; Provide regular business insights to leadership and the organization; Partner with front line management on coaching and performance initiatives; RCA (Root Cause Analysis) Reports evaluated and submitted to Management

●TEMPORARY CONTRACT POSITION

CIT Bank

Quality Monitor Loss Mitigation/operations Spec IV July 2013 to March 2018

●Responsible for the Quality Assurance guidelines for compliance of several different departments with Home Loans Serving and Reverse Mortgage Servicing (Financial Freedom); Served as a SME expert on my team for Financial Freedom compliance; Quality Audits include call grading, SS/DIL for both servicing departments; Remedy Escalations both servicing departments; Resolves most frequent questions and problems and refers the more complex issues to higher levels; 0-5 audit CFPB, FF Death Notifications, FF Non –Occupancy, FF HUD Claims, FF Repayment Plans, Clerk Task, Secured Messaging, Live Chat, Research Clerks, and FF AOM (Assignment of Mortgages), FF COT (Change of Title), FF T &I Curtailment.

Randstad/One West Bank/CIT Bank

SPOC Loss Mitigation/operations Spec III July 2013 to April 2016

●Responds to a high volume of telephone inquiries about Reverse Mortgages; Exercising company’s products or services by following standard scripts, policy & procedures, and banking compliance laws; Promotes sells the company's products or services; Investigates and resolves complaints; Uses a computer system to track questions and answers as well as enter or check the status of orders for document request; Duties and tasks are frequently routine (customer service and collections); Resolves mostly all frequent questions and problems and refers the more complex issues to higher levels

National American University

Admissions Advisor July 2012 to July 2013

●Provide counseling and academic advising for prospective students at the university; Serves as first point of contact to ensure questions regarding the university are answered and any concerns are resolved including interview prospective students to ensure the format and curriculum will meet the student’s needs, as well as benefit the university; Assist currently enrolled students with resume writing, job placement, and continued educational pursuits; Makes proactive telephone calls to schedule meetings to arrange enrollment, financial aid, and class schedules prior to the beginning of academic calendars/quarters; Management of a student data base including high priority and confidential documents.

Gila Corporation

SWAT Collector/Mortgage Specialist November 2011 to May 2012

●Provide telephone counseling to include payment arrangements, delivery of product, repossession of product and all other pertinent inquiries; Posting of payments to customer accounts including cash, debit card, and credit card transactions; Side by side training of new employees; Floater to different departments within the Gila Group area; Counseling of loan modifications to include settlement packets and foreclosures.

●TEMPORARY POSITION

Aaron’s Sales and Lease

Collections Manager May 2011 to November 2011

Updating customer accounts to include phone contact of two hundred (200) daily; Field visits including repossession of Aaron’s products and/or payments to update customer accounts; Posting of payments to customer accounts including cash, debit card, and credit card transactions; Scheduling and verification of incoming and outgoing deliveries to customer homes and/or businesses; Heavy lifting

TEMPORARY POSITION

Harte-Hanks

Software Solutions Consultant – FedEx February 2011 to May 2011

●Provide FedEx customers with training via telephone regarding all shipping services; Scheduling customer appointments including training sessions, retraining of customer personnel, and introduction of additional services; Process sales inquiries including FedEx supplies, modules, and freight bills; Updating client records – domestic and international; Managing/prioritizing appointment schedules; Ordering client software; Management of ticket database system

●TEMPORARY POSITION

StaffMark: Ryder Intergraded Logistics

Dispatcher May 2010 to November 2010

●Assigning of driver routes according to policy and compliance of the Department of Transportation including accurate maps, store numbers, addresses, and store contact information; Scheduling of resources in coordination with the logistics manager; Maintenance of fleet reports to include equipment repair requirements, breakdowns, and fuel consumption; Maintenance of shift reports to include documentation of all issues that have occurred during the assigned shift; Conduct driver safety observations including documentation; Maintenance of employee contact record; Update drivers with DOT rules and regulations

●TEMPORARY POSITION

LKQ/Keystone Automotive Industries

Operations/Warehouse Manager July 2006 to April 2010

●Office management, dispatch, and maintenance of eleven (11) delivery trucks; Supervisions of ten (10) warehouse employees and seven (7) drivers; Receiving of all inventories through the warehouse using the SAP program/software; Preparation of daily, weekly, and monthly reports; Budgeting for all warehouse employees and equipment; Provide updated customer service feedback regarding all Keystone policies with customers nationwide; Branch safety coordination.

Inside Sales Manager July 2005 to July 2006

●Provide counseling to customers seeking resolutions to automotive inquiries; Updating customer records, processing sales inquiries and security-sensitive client records; Conduct weekly and monthly sales and customer service meetings; Handle all counter sales/walk in consumers; Provide mentoring/training for new employees including side by side coaching; Office management; Branch safety coordination.

Texas Workforce Commission

Customer Service Specialist May 2004 to May 2005

●Provide and assist clients statewide with questions and concerns regarding unemployment insurance benefits and all aspects of the Texas Unemployment Compensation Act and other laws applicable to claimants and employers, updating security sensitive client records.

●TEMPORARY POSITION

AT&T Wireless Division

Customer Care Representative II/Mentor November 1998 to April 2004

●Assist wireless customers with questions and concerns regarding wireless equipment and services; Updating customer records and processing sales inquiries; Cross sales to include all AT&T equipment, accessories, and services; Mentor/trainer for the AT&T new hire program (1999-2003); Feedback Team (2000 to 2002); Churn Committee (2002-2003); Scheduling Committee (two consecutive quarters); Project management (2000-2004)

AUSTIN SCHOOL OF MASSAGE THERAPY

Customer Service/Collections Coordinator April 1998 to November 1998

●Provide counseling, address concerns/complaints, and initiate proactive phone calls to students regarding; their accounts and the scheduling of makeup classes; Implement, manage, and track all student collection calls, letters and correspondence; Preparation of daily and monthly customer service reports; Supervision of three (3) customer service and collections assistant.

TEACHER RETIREMENT SYSTEM OF TEXAS

Benefits Specialist II – Counselor July 1997 to February 1998

●Provide in-house and field counseling on all aspects of Teacher Retirement System including service and disability retirement, projected benefits, health insurance, refunds, active and retired member death benefits, cost statements for purchase of special service, retirement, and post-retirement issues; Telephone counseling with those statewide who are unable to make it the TRS offices; Daily record management including processing requests from members, annuitants, and school officials.

ENTERPRISE RENT A CAR

Management Assistant August 1993 to April 1997

●Rental and sales of automobiles to customers and corporations; Office management and dispatch; Public relations issues to includes sales calls and introduction of marketing promotions; Responding to the needs and inquiries of insurance companies, automobile dealerships and repair shops, private and state corporations; Orientation and training of new employees; Tracking and maintenance of automobiles; Collection of delinquent accounts (accounts receivable); Preparation of final sales reports to be submitted to upper-level Enterprise management

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