Social Media Customer
Resume:
EUGENIA DAVIS
Certified Scrum Master
Irving, TX 75063
******************@*****.***
Authorized to work in the US for any employer
Research Analyst
Wells Fargo - Irving, TX
December 2019 to Present
• Conduct and provide support for all aspects of evaluation of customer complaints for Wells Fargo Auto customers.
• Craft and provide support in crafting of summary and response memos to Management, the Bank’s regulator and/or responses to any escalated complaints received from different sources.
• Identify root cause issues, devise resolutions to individual customer issues (as needed), and rapidly troubleshoot and propose solutions to root cause issues.
• Work with other lines of businesses to address root cause issues and assist in fostering understanding of concerns and provide resolutions.
• Perform all duties in a context of the prevention and detection of regulatory non-compliance and/or consumer harm including acting as an advocate for customer interests in those pursuits.
• Help maintain departmental procedures
• Provide exceptional customer service to internal and external customers.
• Perform other duties as assigned
Collections/ Legal Supervisor
Servicing Solutions - Irving, TX
August 2019 to December 2019
• Reviews work and monitors phone calls of team members to verify adherence to Servicing Solutions Policies and Procedures.
• Handles escalated calls from team members and will initiate outbound calls when needed.
• Review and approve legal accounts
• Effectively communicates corporate and department objectives on a regular basis.
• Creates a positive working environment to achieve productivity and performance standards.
• Participate in panel interviews, prepare new hire documentation, help facilitate associate orientation, and participate in the corrective action process (i.e., document performance issues, recommend disciplinary action, etc.).
• Draft and administer performance improvement plans as needed. E
WORK EXPERIENCE
• Create daily contests and activities
• Projections for goal
• Escalation calls
• Loss Mitigation for accounts for 60 -90 days past due Loan Serving Representative
FLAGSHIP CREDIT - Irving, TX
August 2015 to August 2019
Loss Mitigation
• Utilize advanced skip-tracing techniques in order to establish customer contact and/or locate collateral (utilizing all company approved tools and information sources).
• Effectively presents payment options as applicable. Analyzes and uses the information to negotiate appropriate payment arrangements. Clearly and concisely communicates information to customers.
• Provides thorough and accurate documentation and maintain superior quality assurance and compliance results.
• Utilizes superior time management skills as it relates to managing an assigned queue of potential charge-off accounts.
• Knowledge of state repossessions laws/regulations.
• Overcome borrower objections and educate the borrower in understanding their account(s) and responsibilities.
• Negotiate account settlements with borrowers.
• Extensive interaction with Repossession Agents and other company approved vendors.
• Identify accounts that may require legal action and refer to the proper approval authority for resolution.
• Ensure legal repossession notices such as Right to Cures, Notice of Sales and Deficiency letters are properly sent and documented in the system of record.
Foreclosure Prevention Specialist
NATION STAR - Lewisville, TX
March 2015 to August 2015
Foreclosure Prevention
• Discussed foreclosure prevention options
• Maintained compliance / Knowledge of state laws
• Reviewed customer financials, for foreclosure prevention options
• Reviewed modification documents
• Collected payments to bring accounts current/ repayment plans
• Resolved Tax and Insurance questions
• Maintained adherence through Avaya
Lead - Voluntary Surrender Dept
EXETER FINANCE CORP - Irving, TX
February 2013 to March 2015
• Managed project for the creation of the Voluntary Surrender Dept.
• Maintained legal compliance
• Reviewed Voluntary surrender forms for compliance
• Created procedures for usage of I-repo portal / to communicated with repo agents
• Reviewed accounts
• Handled escalated calls
• Reviewed legal repossession notices to ensure compliance Collector
CENTRUS AUTO FINANCE
August 2012 to February 2013
• Worked accounts from 5 days past due to 119 days past due
• Repayments plans for delinquent accounts
• Skip traced accounts from 30-119 days past due
• Assigned field chases
• Documented accounts
• Maintained legal compliance
• Utilized tracker on vehicles to ping locations
• Used all authorized skip tracing tools for skip-tracing purposes
• Ensure legal repossession notices
High School Diploma
DALLAS CAN ACADEMY
May 2007
• Time management
• Excel
• Word
• Microsoft Office
• Training
• Certified Scrum Master
• Scrum
• Agile
• Organizational Skills (Less than 1 year)
• Team Management (1 year)
• Leadership Experience (1 year)
• Jira
• Confluence (Less than 1 year)
Certified ScrumMaster (CSM)
October 2020 to October 2022
http://bcert.me/symgfjlue
Jira and Confluence
November 2020 to Present
http://Ude.my/UC-612e5e1a-4a18-4d09-9d06-b9787f54f542 EDUCATION
SKILLS
CERTIFICATIONS AND LICENSES
Data Entry — Highly Proficient
August 2019
Entering data quickly and accurately.
Full results: Highly Proficient
Workplace English — Highly Proficient
August 2019
Understanding spoken and written English in work situations. Full results: Highly Proficient
Teamwork: Interpersonal Skills — Proficient
August 2019
Resolving disputes, solving team problems, and understanding nonverbal cues. Full results: Proficient
Supervisory Skills: Interpersonal Skills — Highly Proficient August 2019
Maintaining productive team relationships by identifying conflict and settling disputes. Full results: Highly Proficient
Attention to Detail — Highly Proficient
November 2019
Identifying differences in materials, following instructions, and detecting details among distracting information. Full results: Highly Proficient
Social Media — Proficient
November 2019
Creating content, communicating online, and building a brand's reputation. Full results: Proficient
Microsoft Word — Highly Proficient
November 2019
Knowledge of various Microsoft Word features, functions, and techniques. Full results: Highly Proficient
Client Experience Account Manager — Highly Proficient November 2019
Responding to customer situations with sensitivity. Full results: Highly Proficient
Logic & Critical Thinking — Highly Proficient
November 2019
Using logic to solve problems.
Full results: Highly Proficient
ASSESSMENTS
Working with MS Word Documents — Highly Proficient November 2019
Knowledge of various Microsoft Word features, functions, and techniques. Full results: Highly Proficient
Management & Leadership Skills: Impact & Influence — Highly Proficient October 2020
Choosing the most effective strategy to inspire and influence others to meet business objectives. Full results: Highly Proficient
Filing & Organization — Expert
November 2019
Arranging and managing information or materials using a set of rules. Full results: Expert
Project Timeline Management — Familiar
October 2020
Prioritizing and allocating time to effectively achieve project deliverables. Full results: Familiar
Work Motivation — Proficient
October 2020
Level of motivation and discipline applied toward work Full results: Proficient
Supervisory Skills: Interpersonal Skills — Highly Proficient August 2019
Maintaining productive team relationships by identifying conflict and settling disputes. Full results: Highly Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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