Social Media Quality Control

Shanna Dobbins

Dallas, Texas ***** 214-***-**** *********@*****.***

Professional Summary

A highly motivated and results-oriented professional with a diversified work history in customer relations, mortgage, project management, quality control, loan closures, marketing, accounting, and group leadership. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand and a history of meeting company goals utilizing consistent and organized practices. Proficient in developing and overseeing diverse candidate pipelines, marketing plans, and advertising strategies. Seeking to obtain a position that will allow me to fully utilize my skill set to the overall growth of the company.

Skills

•Employee Relations

•Networking and Partnership Development

•Decision Making

•Employment Data Tracking

•Detail-oriented

•Strong Analytical Skills

•Diversity Inclusion

•Talent search

•Effective Communicator

•Networking

Work History

INTERFIRST MORTGAGE, Chicago, Illinois

Senior Recruiter, 10/2020–1/2022

•Pre-screened resumes prior to sending to corporate hiring managers for consideration.

•Develop and close competitive offers in collaboration with compensation and hiring managers

•Manage full life cycle recruiting process to meet the various staffing goals across all levels within multiple process levels.

•Create and implement strategies to attract passive job seekers to include Google and job board aggregators, online searches and techniques, social media, networking, employee referral campaigns, university recruitment, and others

•Conduct role briefing with candidates and set expectations for recruitment process

•Open and create job requisitions (50-70 open reqs) for hiring leaders

•Determined which applicants were most qualified for open reqs

•Posted positions on internet job boards and social media

•Checked all candidate references

•Ensured all testing, background investigations, and drug screens were complete and up to date

LOANDEPOT – Plano, TX

Loan Closer, 4/2020–10/2020

•Loan closer and loan funder on behalf of the company to ensure loan closures and loan fundings occur in a timely manner

•Reviewed loan documents and completed data entry within guideline parameters to validate loan was prepared to generate closing documents

•Reviewed title, hazard insurance, taxes, and all pertinent compliance documents for accuracy and ensured closing documents were received by the settlement agent in a timely manner to allow closing documents to be signed as scheduled

•Prepared, balanced, and disclosed all initial and corresponding Closing Disclosures

•Reviewed a minimum of 25 loans weekly to generate closing documents within compliance guidelines and grant loan processors approval to release the approved documents to the settlement agent following the processor clearing required conditions for the loan closure

•Worked directly with loan processors and underwriters on behalf of the company to ensure required loan conditions are satisfied prior to the loan closing and prior to funding the loan post- closure

•Preformed a full review of the closing documents received post-closing to ensure all loan documents were signed and dated by all appropriate parties and processed wiring of funds to perspective bank utilized by settlement agency

•Funded a minimum of 55 loans per month in accordance to underwriting, state, and federal guidelines for loan amounts totaling and/or exceeding $10 Million

PENNYMAC MORTGAGE, Plano, Texas

Contract-Corporate Recruiter, 11/2019–3/2020

•Followed up with notable applicants sourced via industry-specific pipelines, events, and job fairs

•Leveraged social media platforms and online job boards to advertise open positions and engage with potential candidates

•Generated specific candidate pool for career opportunities through strategic placement of advertisements, evaluation of applicant credentials, and conducting initial interviews and pre-screening assessments

•Supported hiring process by scheduling interviews, conducting reference checks, and completing various paperwork

•Pre-screened resumes prior to sending to corporate hiring managers for consideration

•Maintained employee files and HR filing system

•Created new hire packages for new associates

•Administered Calendar events and scheduled meetings and travel/ hotel accommodations

•Operated and maintained applicant tracking and candidate management systems

•Partnered with different branches to identify potential needs list

•Defined job descriptions and short-listing candidates based on the requirement, technology, skillset, experience, and education.

OWEN LOAN SERVICING, LLC, Addison, Texas

Senior Recruiter, 3/2017–5/2019

•Managed full life cycle recruiting process to meet staffing goals amongst all levels within multiple process levels

•Created and managed 60 plus requisitions at one time

•Developed and closed competitive offers in collaboration with compensation and hiring managers

•Built a relationship with colleges, employment agencies, recruiters, media, and internet sites

•Reported on effective recruiting trends and made recommendations

•Managed prospect pipelines using Taleo our applicant tracking system

•Processed applicants through the new hire process

Ombudsman Analyst – Compliance and Risk Management, 2/2015–3/2017

•Completed a thorough review of customer accounts to provide extended customer service via written and/or verbal communication while completing multi-program data entry into multiple banking systems and presented customers with loss mitigation options

•Validated customer concerns to research issues cited in the correspondence received to determine if errors occurred on the account and address the identified concerns accordingly in a one-resolution attempt

•Partnered with internal domestic and global business partners in India and St. Croix, USVI to fully understand their policies and procedures and the actions taken in relation to loans in dispute

•Collaborated directly with internal and/or outsourced attorneys to ensure the responses submitted for approval addressing customer concerns posed zero legal risk to the company

•Selected by management to be on a team of four employees managing escalated disputes received from the high-profile state of California, Department of Business Oversight, and Attorney General’s Office

•Participated on Process and Improvement team submitting suggestions to management to have process improvement efforts implemented

•Constructed written confirmation addressing customer’s concerns to complete case closures by the assigned deadline date; minimum 20 cases per week in accordance to banking and Consumer Financial Protection Bureau (CFPB) guidelines while maintaining 90% or above quality score

•Submitted written response to domestic regulatory entities: Attorney Generals, Senators, Public Officials, Consumer Financial Protection Bureau (CFPB), Better Business Bureau (BBB), Executive Office, etc...

•Conducted conference calls with Regulatory Representatives to discuss severely escalated customer accounts

•Created verbiage libraries for team to assist in addressing the customers concerns and improving process

•Assisted with on-the-job training of new employees and identified issues seen in the case handling process and/or policies and procedures

•Completed 20 to 30 monthly Quality Assurance reviews of associates escalated resolution letters to ensure it remained in compliance with Risk and Management guidelines

NATIONSTAR MORTGAGE/(CURRENTLY) MR. COOPER, Irving, Texas

Executive Customer Relations Specialist, 3/2013–2/2015

•Analyzed customer concerns presented by domestic regulatory entities and customers to devise strategies to assist customers by providing practical and cost-conscious solutions

•Thoroughly reviewed customer accounts via writing and/or verbal communication

•Validated customer concerns cited in the correspondence received to research and resolve the identified issues in a one resolution attempt

•Submitted written response to domestic regulatory entities: Attorney Generals, Senators, Public Officials, Better Business Bureau (BBB), Executive Office, etc…

•Presented customers with possible loss mitigation options

•Provided extended customer service, while completing multi-program data entry into multiple banking systems

•Ensured all cases were completely addressed to acquire audit approval and Maintained 87% or above quality score

•Provided written confirmation addressing customer concerns to complete case closures within the ten-day required timeframe

•Closed a minimum 26 cases per week in accordance to banking and Consumer Financial Protection Bureau (CFPB) guidelines

WINGSPAN PORTFOLIO ADVISORS, Frisco, Texas

Corporate Trainer & Senior Recruiter, 6/2011–1/2013

•Created inventive ways to teach required curriculum to employees

•Presented on-the-job training to new hire employees ranging from 25 to 45 attendees

•Conducted continued education classes ranging from five to 100 attendees

•Tracked hours worked to ensure employees were paid accurately while in training

•Created innovative ways to teach required curriculum to employees

•Led process improvement sessions to employees identified by management in an effort to increase their knowledge of procedures and day-to-day job functions

•Recruited talented, diverse, and qualified candidates for employment

•Developed candidate interest for available positions and client companies

•Created and prepared job postings

•Provided hiring manager with a clear candidate career synopsis including behavioral notes

•Conducted phone interviews and present them to the client with skills checklist of skill level

•Assessing need, organizing, and running information career webinars and campaigns

•Searched the internet using search engines, user groups or Blogs and other creative techniques to find qualified candidates

•Reviewed and screened applicant resumes to identify qualified candidates

Executive Default Serving Specialist – Quality Control Analyst, 6/2010–6/2011

•Completed internal reviews of fellow associates to assure all quality checkpoints were met within the required guidelines

•Introduced and monitored training for Quality Assurance and completed 40 to 50 Quality Assurance reviews monthly to ensure the final responses remained in compliance with Risk and Management guidelines

•Documented areas of customer advocates growth opportunities and/or disciplinary issues based on the work completed and/or trends on a daily basis

•Conducted process improvement sessions with employees identified by management in an effort to increase their knowledge of procedures and day to day job functions

•Identified issues seen in the case handling process and/or policies and procedures for process improvement

Education

UNIVERSITY OF HOUSTON, Houston, Texas

B.A., Liberal Arts & Science in Communications Media Production, 2007

Received Minors in Counseling & Psychology

Technical Qualifications

Mortgage/Banking Industry Tools: Siebel, LAMP, Homesaver, Homebase, LHIS, AS400, MSP, Statusmart, REALDoc, Vault, REALServicing, RS Data Access, Back In the Black, Equator, iDesk, SharePoint, Iportal, Citrix, Remedy Star, Filenet, CFPB Portal, I-Sight, LPS Sight, LAFA, Ecompass, WestVM, Credco, Factual Data, RIMS, Empower, MERS, XDoc, Portal.

Other Software/Certifications: Microsoft Office Suite (Outlook, Excel, Word, PowerPoint, SharePoint), Google Suite, Workday Salesforce, Kronos, Smart Recruit, LinkedIn Recruiter, Taleo, CompTIA A+, ITIL Foundation 4

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