Customer Service Human Resources

JOSEPH LONGAZELLE

**** ******** **. · Melissa, Texas 75454

469-***-**** · ******.**********@*****.***

Sr. MEMBER ADVOCATE/BUSINESS RELATIONSHIP MANAGER/QUALITY ASSURANCE ASSOCIATE II

Highly Experienced Professional with extensive experience providing superior customer service, dispute resolution, client business communications. Managed relationship between United Healthcare and the member’s Medicare benefit plan and Providers. Managed the business relationship between Bank of America at the Veterans Administration loan division. Conducted foreclosure and loss mitigations reviews on all loan products including government and conventional products. Worked in deposit operations, balanced General Ledger, completed imaging and updated tasks nightly. Insured all assigned activities were completed daily. Extensive managing experience from team level up to Regional. Also skilled in all facets of customer service, hospitality, and quality assurance. Excellent at improving cost control and achieving high customer service and quality controls. Core Competencies include:

Audits · Budgeting · Cost / Benefit Analysis · Expense Control · Financial Analysis · Financial Statements

General Ledger · Internal Controls · Reporting · Change Management · P&L · Project Management

Team Leadership / Motivation · Policy Development · Process Improvement · Recruiting · Training / Development

Performance Management · Employee Engagement · Account / Territory Management · Client Relations

Negotiations · Presentations · Event Planning · Customer Service · QC / QA · Vendor Relations · Cost Reduction

UNITED HEALTHCARE Irving, Texas 3/2016 to 2/2021

Senior Customer Service Advocate 6/2018 to 2/2021

Customer Service Advocate 3/2016 to 6/2018

Managed the relationship between the member and their Plan at United Healthcare. Assisted members of high-profile accounts with all aspects of customer service needs with regards to their Medicare coverages and benefits. Responded to and resolved issues of customer service by identifying the type, topic, and eligibility of the member. Guided and educated members about the fundamentals and benefits of consumer driven healthcare. Assisted members in navigating through their plan and Medicare websites for them to become more self-sufficient.

Achievements:

Assisted in rewriting and updating department operations guide.

Assisted in updating customer interface screens to enhance the experience between the advocate and member.

Assisted 200 – 400 different members on a monthly basis.

BANK OF AMERICA · Plano, Texas · 3/2011 to 1/2015.

Business Relationship Manager

Managed all aspects of client and company relationship. Administered bank programs and policies and provided interpretation to the department. Resolved, researched, and analyzed operational issues between the client and the company. Managed RESPA and Truth In Lending, completed risk assessments on processed issues. Designed, compiled, tracking applications to track work related issues and their completion. Completed Risk Assessments on all incoming issues. Maintained working relationship between the client and the company.

Achievements:

Created spreadsheets to track incoming issues, complete issues, and list their types.

Faced a one-year backlog of issues to be cleared. Collaborated with the client and internal resources to clear the backlogged issues within three months. Satisfied client’s needs resulting in extending the contract with company.

Company wanted to discontinue the relationship with a client. Facilitated transferring the client to a new servicer, a smooth transmission for both the client and the company.

BANK OF AMERICA · Plano, Texas · 1/2009 to 3/2011

Senior Foreclosure Technician

Filed claims and conveyances with the VA, HUD, FHA, FNMA, GNMA in a timely manner to ensure timely reimbursement from the client. Worked closely with attorneys and clients to maintain working relationships and ensure timelines were being met. Worked with attorney offices and the clients to ensure that the proper procedures for filing claims and conveyances were being followed. Selected and trained all new foreclosure technicians. Distributed incoming

JOSEPH LONGAZELLE · Page 2 · ******.**********@*****.***

workloads to the foreclosure technicians to ensure all portfolios maintained proper loan and load levels. Monitored a portfolio more than 250 loans.

Achievements:

Designed a way to evenly distribute the incoming work to the technicians.

Monitored portfolios to ensure issues were resolved for Foreclosure Technician to achieve their time sensitive goals.

The claims and conveyances had a wide variation as to how they were completed. Developed a training manual for the VA post sale foreclosure technicians.

All technicians filed the claims and conveyances the same way. No late claims or conveyances filed and no curtailments against the company.

BANK OF AMERICA · Plano, Texas · 1/2007 to 1/2009

Foreclosure Technician II

Filed claims and conveyances on VA loans. Ensured that all claims and conveyances were filed in a timely manner, collaborated with the client and attorneys to ensure proper procedures were used in filing claims and conveyances.

Achievements:

Never had a late filing of a claim or conveyance.

Attorneys were missing timeline mileposts. Worked with attorney offices to ensure procedures were followed. All attorney offices got up to speed on proper procedures.

Worked a portfolio in excess of 200 loans, all work was maintained up to date.

BANK OF AMERICA · Plano, Texas · 1/2006 to 1/2009

Foreclosure Technician I and II

Filed claims and conveyances with the VA, HUD, FHA, FNMA, GNMA in a timely manner. Ensured that all claims and conveyances were filed correctly Worked closely with client and attorneys to ensure timelines were met. Worked closely with attorneys to ensure the proper procedures were being followed. In charge of a loan portfolio up to 200 loans. Followed up regularly with attorneys and client to ensure quality of work.

Achievements:

Managed portfolio of 150 loans. Completed all work in a timely manner.

Had perfect attendance for two years.

No late filings of claims or conveyances. All claims and conveyances filed in a timely manner and no curtailments levied against the company.

BANK OF AMERICA · Plano, Texas · 1/2005 to 1/2006

Loss Mitigation Review Specialist

Reviewed loans that were more than 90 days delinquent for possible foreclosure actions. Insured all loss mitigation and collection efforts were completed. Recommended if loans were to continue on to foreclosure or be referred for further servicing.

BANK OF AMERICA · Plano, Texas · 5/2002 to 1/2005

Loan Counselor I and II

CAREER NOTES: Served as Account Services Team Leader at First USA Bank and spent four years with Monitronics as Senior Quality Assurance Specialist and as the data entry supervisor. Managed a $300,000 budget.

EDUCATION/CERTIFICATION/COMPUTER SKILLS

Bachelor of Science in Political Science/Administration

Edinboro University of Pennsylvania, Edinboro, Pennsylvania

Microsoft Office Suite, AS400 Banking Systems/IBM Platform, Alltell Banking Systems, Black Knight Financial Services (LPS), Equator 5.0, MCS360 Software

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