Quality Control Customer Care

Pamela Byers

*** *. ********* ** ******, TX *****

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

Other name used: Pamela Sorsby

Customer Service Representative

Experienced in Account Management, Commercial Lines Insurance, Mortgage Loan Modification Quality Control, Default Servicing, Office Manager Assistance and Loan Documentation.

Highly adaptable professional with over 7 years of experience in commercial insurance underwriting assistant operations and loan modifications in the mortgage industry. Skilled in quality control, underwriter assistance, loan modification, repayment, financial calculation, pricing and manual policy rating. Strong understanding of bank policy and procedures regarding loan mortgage. Track record of success delivering increased quality, improved compliance. Good communicator skilled in team relationships and participating in team functions to drive cohesive operations. Proven experience as staff trainer. EXPERIENCES AND ACHIEVEMENTS

Payless Power, Ft. Worth, TX

Remote - Customer Care Representative 5/2022-9/2024

● I was responsible for offering exceptional support, ensuring customer's concerns, issues, and complaints were not just heard but resolved with diligence and efficiency.

● I worked to meet the company metrics for the call center environment with high call volume.

● Stayed up to date on method and procedures as well as any day-to-day changes to operations due to system issues, payment processing or transaction system delays in an effort to provide the best customer care and calming customer cares.

● I won a monthly contest for our customer Kudos we received where all metrics were met and customers expressed exceptional customer care.

● I was responsible for navigating complex customer interactions, highlighting a proactive approach to finding solutions and a relentless drive to see issues through to resolution in a call center environment.

Ollie's Bargain Outlet Distribution Center, Lancaster, TX Inbound Freight Runner/Book Department Receiver 8/2020- 5/2022

● Receive freight and unload trucks manually or with powered material handling equipment (MHE).

● Drive freight to the proper location in racks for Reach Truck drivers to scan into inventory and slot.

● Locate and move material from storage (such as racks or pallets) on to pallet jacks to designated areas in preparation for selecting and/or delivering to stores.

● Communicate with other Associates consistently to ensure materials and product are placed in proper location positions.

● Consistently perform housekeeping duties to ensure a clean and safe work environment.

● Assist any new coworkers with any questions they may have. Pamela Byers

TEMPORARY ASSIGNMENTS 2015 – 2020

ATCO (BM3 Staffing), Ferris, TX - QC/Shipping

● QC shipments of parts before packing for delivery. Quota of 500 to 1,000 per day.

● Send defective parts to QC Supervisor for recycling and/or correction.

● Clean work area daily.

Cabinet Specialist (Express), Waxahachie, TX– Installer

● Installer of drawers, doors, and hinges on cabinets to meet assembly line quota of 250 per day. Family Dollar, Ferris, TX – Sales Associate

● Checked out customers, bagged items and stocked shelves. Newbold Advisors, Ft. Worth, TX - Mortgage File Data Remediation - Associate

● Worked with a team to complete Mortgage File Data Remediation per assignment. Nationwide Magazine (Choice Specialist) Dallas, TX – Shipping & Receiving Specialist

● Assisted with a portion of the clients entering orders and tracking shipments. Ellis County Appraisal District (Express) Waxahachie, TX – Customer Service Representative

● Worked with a team as appointment setters and answered citizen questions from information on the ecad.org website.

Unify HR (Q-TEMPS), Dallas, TX - Data-Entry Processor

● Assisted with mailing client documents. Quickly and accurately entered client personnel information into company system per instructions.

Bank of NY (Choice Specialist) Dallas, TX – Loan Processor

● Assisted with processing loans to be filed in the bank warehouse. BANK OF AMERICA, N.A. (DISYS), Dallas, TX

Inline Quality Analyst 1/2012-4/2013

Managed the quality of loan servicing provided by bank staff in high production environment. Calculated borrower financials with multiple types of payroll to determine if they met modification program qualifications. Ensured a fast, fair and final decision on customer loans through close collaboration with underwriting. Increased accuracy of loan decisions by verifying teammate files that did not pass audit guidelines in order to finalize fails. Achieved improved compliance with updated bank policies and procedures through innovative methods of educating team members. Delivered increased quality for underwriter and process support specialist decisions on modification reviews for Department of Justice, HFI and SFO approved and declined files through skilled auditing with excellent attention to detail. Appointed as back up to supervisor due to quick learning ability. Pamela Byers

WINGSPAN PORTFOLIO ADVISORS, Carrollton, TX

Customer Account Advocate 1/2011-12/2011

Managed borrower concerns regarding mortgage loans by fielding and researching all inquiries and documenting and updating borrower on resolution and forward progress with loan modification. Verified multiple types of payroll and income documentation. Communicated with authorized third parties, including the Office of the Comptroller of the Currency, Attorney General and other regulatory agencies regarding resolution of loan mortgage issues. Succeeded in turning non performing Bank of America, N.A. mortgage loans into performing assets again, as well as accelerating foreclosure alternative strategies such as short sales.

AMTRUST NORTH AMERICA, Dallas, TX

Underwriting Assistant 4/2007-7/2010

Delivered timely new issue and renewal policies. Prepared large renewal policies for underwriter review and pricing. Maintained letter of authority and premium guidelines. Enforced policies by preparing endorsements, non-renewals, cancellations and reinstatements. Coordinated loss runs, motor vehicle records and specific rates from International Organization for Standardization, Property Insurance Association of Louisiana and WSRB, Washington's source of property underwriting and rating information for the insurance industry. Processed quotes and new business transactions. Achieved improved accuracy for department by manually rating policies that were not fully automated. Recognized by supervisor for high quality of work and eagerness to learn and develop professionally. SOUTHWEST CREDIT SYSTEMS LP, Carrollton, TX

Bill Collector 5/2005-4/2007

Managed collection of past-due bills, billing inquiries and balance disputes. Evaluated unpaid accounts and implemented cancellation procedure as appropriate. Delivered accurate financial note history for analysis and trend reports. Maximized company revenue through negotiation of settlement and repayment schedules. Promoted to new staff trainer due to excellence in job performance. EDUCATION

Partial Degree in English 3.3, Cedar Valley College, Lancaster, TX Partial Degree in English 4.0, Brookhaven College, Farmers Branch, TX

(23 credits completed)

Completed INS 21 and INS 23 of the General Insurance Certificate – 2008 CORE COMPETENCIES

Customer Relations Siebel Database Sage Software Home Affordable Modification Program Manual Policy Rating Quality Control Policies and Procedures Repayment Schedules Underwriting Billing Staff Training Loan Modification Financial Reports

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