Tynia Jackel

***** ******* **

Apt ***

San Antonio, Tx 78230

210-***-****

adnoeh@r.postjobfree.com

Objective: I hope to use my knowledge and skills to help grow the company that I work for.

Skills:

Communication

Multitasker

Microsoft Office

Attention to Detail

Organized

People Person

Experience:

Charter Communication 10/4/2019-5/25/2021

Prior Debt

I was responsible for a daily portfolio of debt cases. My customers were returning to Spectrum with a balance from a prior account. I worked with each customer to find a workout solution that best fit their needs. We offered payment plans, settlement offers and balance transfers. Payment plans ranged from 2 weeks to 3 months. I made contact with each customer on or before their payment due dates and processed payments.

Randstad/Wells Fargo 10/29/2018-07/01/2019

Loan Servicing Specialist/ Collateral Insurance Monitoring

I am assigned loans via inbox and SUV to update and obtain insurance for commercial collateral loans, multiple applications are used to perform this task. I contact agencies to verify coverage or to obtain adequate insurance. I am also trained in the borrower renewal que. I send agent faxes to request current policies. If adequate insurance is not obtained I also follow procedures and send customers letters and communicate with bankers up to citing Technical exceptions.

Nationstar Mortgage 10/2016-12/2017

Account services Tier II

I was responsible for making outbound calls to offer assistance to customers who we delinquent on their mortgage. I have extensive knowledge in workout options such as repayment plans and various modifications. I also took inbound calls to assist customers who inquired about the status of the modifications that were already applied for.

Team lead

I supervised a team of 18 who handled inbound calls for general customer service regarding their mortgages. I maintained up to date metrics for the team members and provided coaching and constant feedback regarding performance

Escrow specialist

I became responsible for transitioning my team into the escrow department. Escrow deals with the payment of taxes and insurance for loans on homes. I became a specialist and then was responsible for training agents and handling high intensity calls with customers. I have extensive knowledge in escrow and the ability to educate agents to have the ability to relay that information to customers with confidence.

I also developed the “Escrow removal tool” for Nationstar mortgage which lowered repeat callers and educated customers on the limitations of escrow removal depending on the loan. This tool was the synced with the main operating system iAssist and sent to over 1200 employees for usage.

Helpdesk

I became a part of the escalation and help desk which was responsible for taking escalated calls and providing assistance for agents who were struggling with a call.

I was responsible for the front of the store including all cashiers, guest services, and food service employees. I maintained the flow of guests through checkout and scheduled all breaks and lunches. I was also responsible for cash office. Every day I would balance the safe for the store and fill out all deposit slips to be picked up.

Pressing On 2/2013-5/2016

Office Manager

Pressing On was a non-profit gym for people suffering with traumatic brain injuries or any other neurological disorder. I was responsible for scheduling clients, filing, monthly billing, and insurance.

Calling Solutions 11/2007-2/2013

Time Clock Manager

I was responsible for scheduling over 120 employees breaks and lunches. I sent off reports up to 5 times an hour. I monitored the que and decided when to pull agents off of the phones.

United Health Care 1/2004-10/2007

Dental and Vision representative

I handled calls for vision and dental members. I dealt with policies and deductibles with providers along with explaining benefits to members. It was a high volume call center where I was originally hired as a temp but was offered full benefits.

Education: Southwest High School St. Mary University

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