Spanish Interpreter Preservation Specialist

GISSELLE BLACKWELL

Phone: 281-***-**** E-mail: adt1k5@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

• Over 23 years of experience across multiple industries such as mortgage, legal, healthcare and international telecommunications.

• History of implementing processes to improve efficiency.

• Excellent work ethic, detail oriented and deadline driven.

• Strong track record of building relationships with all levels of management, peers and clients.

• Bilingual, fluent in English and Spanish.

• Exceptional verbal and written communication skills. EXPERIENCE

Property Preservation Specialist (Remote) October 2021 – Present Shellpoint Mortgage Servicing, Houston, Texas

• Responsible for all aspect of property preservation on pre-foreclosure assets assigned.

• Review bids and damages provided by preservation vendors and react accordingly.

• Monitor HOA/code violations through to cure.

• Proactively recognize possible municipal or HOA violations and work to avoid.

• Holds preservation vendors accountable for quality of work and manages timelines.

• Ensures vacant properties are winterized, secured, and lawn is maintained.

• Ensures the most up to date condition/occupancy data is available in servicing system.

• Work daily shifts in group email box and OnBase queue.

• Performs other duties as assigned by Director, Manager, Supervisor or Team Lead.

• Contributes to the on-going improvement of the Collateral Management department through sharing ideas team and leadership.

• Complies with company policies and procedures.

Quality Assurance (QA) Specialist July 2017 – September 2021 Shellpoint Mortgage Servicing, Houston, Texas

• Serve as bilingual QA Specialist for Insurance, Escrow, Loan Servicing, Loan Boarding, and Los Mitigation departments.

• Conduct an average of 600 audits monthly, to ensure that all federal and state laws are meticulously followed, that all investor guidelines are met, and that excellent service is provided, as to ensure the highest internal and external customer satisfaction.

• Ensure that quality standards are met according to RESPA, TILA, SCRA, FDCPA, CFPB and GLBA guidelines.

• Recipient of numerous awards and commendations for my exemplary leadership skills, willingness to assist my teammates and superiors with whatever task is requested or assigned.

• Seasoned quality assurance agent responsible for the Insurance/Escrow department and completing an average of 600 audits per month, with firm deadlines as assigned by each investor.

• Conduct training sessions for supervisors, team leads, fellow team members and new hires on escrow, hazard, flood insurance audits, as well as general SMS audits and population checks, with a focus on lender placed insurance and their applicable timeframes, as required by law.

• Lead training sessions on miscellaneous audits such as Loss Mitigation, Loan Boarding and SPOC Emails.

• Created logs for QA team to track productivity and accurately notate exceptions, as to report findings to upper management, as requested.

• Provide Spanish/English translations of phone conversations, SPOC Emails and miscellaneous documents, as business needs arise.

GISSELLE BLACKWELL Page 2

Quality Assurance (QA) Specialist (Remote) May 2014 – June 2017 Selene Finance LP, Houston, Texas

• Served as bilingual QA Specialist for Customer Service, Loss Mitigation and Loan Resolution agents.

• Audited and scored an average of 200 calls per month.

• Ensured that quality controls were in place to identify operational risk and training needs.

• Created scorecards in SharePoint and reports in Excel, to provide feedback to the Loss Mitigation and Loan Resolution Asset Managers for remediation, process improvement and adjustments to training.

• Created and maintained detailed Excel reports for each call including: purpose of call, point deduction summary, resolution of call, final score, trends observed and suggestions for training opportunities.

• Implemented daily trend and training reports used by all QA Specialists.

• Created an extensive Spanish/English Dictionary to facilitate training of Spanish agents on proper mortgage terminology.

• Ensured that daily, weekly and monthly Excel reports were accurate and available timely, in order to monitor daily performance and assure business objectives were achieved.

• Reviewed and confirmed that policies and procedures were updated and maintained by department management and communicated to staff.

• Examined policies, procedures and practices to ensure compliance with laws and regulations. All-Call Spanish Interpreter (Remote) December 2007 – May 2014 Language Line Solutions, Humble, Texas

• Served as a telephonic Spanish interpreter for clients spanning many different industries worldwide, such as the mortgage industry with a focus on Loss Mitigation, Collections, Customer Service, Loan Administration, Bankruptcy and Foreclosure.

• Received numerous commendations for outstanding interpretation skills and customer service.

• Obtained a quality score that ranked in the top 1% of all Interpreters in the company. Senior Immigration Paralegal February 2005 – July 2007 Quan, Burdette & Perez, P.C., Houston, Texas

• Served as Senior Immigration Paralegal for Labor Certification and Adjustment of Status Departments working directly with 30 Attorneys, U.S. Citizenship & Immigration Services (USCIS), Department of Labor and State Workforce Agencies.

• Worked on numerous types of cases including labor certifications, H-2B’s, green cards, employment authorizations and travel permits.

• Wrote policies and procedures and training documentation as well as conducted training classes for both Attorneys and Paralegals on H-2B Visa processing.

• Implemented quality controls to decrease the length of time for case completions by 22%, by training and reviewing the work of other paralegals.

• Managed a high case volume. Averaged 51 open cases at any given point compared to 25 open cases for other paralegals in the department.

• Completed various government forms and documentation, drafted correspondence and responded to legal requests.

• Responsible for meeting with clients to request necessary information, discuss case statuses, timeframes and expectations.

Patient Relations Supervisor June 2003 – January 2005 Emory Children’s Center, Atlanta, Georgia

• Managed a staff of front office and patient registration employees, ensuring that daily operations ran smoothly, staff were trained and that policies and procedures were followed.

• Responsible for employee schedules and timekeeping.

• Served as Medical Interpreter/Translator for all Departments.

• Implemented weekly and monthly management Excel reports summarizing Press Ganey scores, customer complaints, escalated complaints, as well as overall customer satisfaction scores.

• Improved Press Ganey scores by over 35% through patient interaction, staff meetings and training sessions.

• Improved overall clinic satisfaction scores by 31%.

• Implemented quarterly score card review process to monitor employee performance, resulting in front office patient satisfaction scores being higher than they had been in 15 years. GISSELLE BLACKWELL Page 3

Immigration Paralegal November 2002 – June 2003

Kapoor & Associates, Atlanta, Georgia

• Served as Paralegal to Senior Attorney/Owner and Associate Attorney.

• Wrote policies and procedures as well as an extensive training manual on filing numerous types of immigration visas and cases.

• Prepared and filed a variety of immigration cases, such as, naturalization, adjustment of status, motions to reopen, nonimmigrant visas and labor certifications.

• Implemented new process of tracking immigration cases, detailing responsible parties for assigned tasks, target deadlines and task statuses.

• Met with clients to facilitate completion of cases, requested documents, discussed timeframe and expectations.

Legal Secretary April 2001 – October 2002

Littler Mendelson P.L.C., Atlanta, Georgia

• Served as Legal Secretary to Senior Partners, assisted with immigration litigation issues, filed deportation and asylum cases with Immigration Court, filed briefs, motions to reopen, motions to change venue, etc.

• Created and implemented flat fee billing procedure, resulting in more uniform client billing and increasing turn time for receipt of payments by 47%.

• Interpreted for immigration attorneys during court appearances, conference calls and live client appointments.

• Maintained attorney calendars, docketed court dates and opened new client files.

• Provisioned new accounts, updated billing information, processed incoming payments, handled daily deposits, ran monthly bills, mailed monthly statements to clients, distributed monthly commissions checks and handled customer collections.

• Improved customer service and representative satisfaction by 27%. COMPUTER SKILLS

• Proficient in MS Word, MS Excel, MS Outlook, MS SharePoint, Servicing Directory, LMS, LPS, Black Knight’s MSP and Aspect Unified Director

EDUCATION

Business Administration, Minor French January 1998 – April 1999 Indian Hills Community College, Ottumwa, IA

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