Data Entry Customer Service

Yolanda Hunter

Milwaukee, WI, ***** 414-***-**** ****************@*****.***

Summary

Organizational Management and Healthcare Administration professional interested in a rewarding career in health, finance or human services.

● Self-motivated, results-driven professional with over 10 years of customer service experience.

● Strengths include multi-tasking, strategic thinking, time management, meeting metrics, strict deadlines and high attention to detail; Focused on proactively resolving disputes and complex issues with a high degree of accuracy and control.

● Over 6 years of exposure and practice in Default Servicing and Medical Records.

● Documented success strategically increasing organizational efficiency and revenue generation.

● Proven leader, team player and active listener who works well with leadership and possesses a track record for improving customer satisfaction through teamwork and collaboration.

● Self-sufficient and abruptly takes the initiative to learn and develop new talents.

● Actively displays a can-do attitude, thrives in a changing environment and possesses stellar grammar and communication skills: verbal, written, and interpersonal. Exceptional abilities in:

• Conflict Resolution and Diplomatic Negotiations • Organization and Prioritization

• Research and Investigation • De-escalation and Problem Solving

• Confidentiality and Risk Avoidance • Coordination and Rapport Building

• Account Management and MS Office Applications • Judgment and Decision Making Experience

YOLANDA YVETTE GETAWAYS & EXCURSIONS (Archer Travel–1099), Milwaukee, WI January 2020 -Current Certified Travel Agent

Efficiently assist clients with the planning and arrangements of their holiday/vacations, adhering to specific budget constraints and demands. Provides advice and direction on current travel trends, local tourist attractions, events and customs.

● Collect payments, book travel arrangements and pay applicable fees.

● Handle travel issues, conflicts, complaints, cancellations and refunds.

● Maintain accurate records of bookings, client confidential information, transactions, phone calls and meetings. EXP REALTY (1099), Milwaukee, WI January 2018 -January 2020 REALTOR

Successfully assisted clients with the home buying process, providing guidance on pricing, location and housing market trends to ensure they made informed decisions on property purchases and investments.

● Accompanied buyers during visits and inspections of properties, advised on suitability and value of target homes.

● Accurately prepared purchase contracts, representation documents, negotiations, counter offers, closing statements, deeds and leases.

NORTHWESTERN MUTUAL, Milwaukee, WI March 2017 -December 2017 Planning Quality Control & Financial Planning Analyst Swiftly conducted quality audits on large, complex and ambiguous efforts to identify, prioritize and correct information protection risks associated with process and data entry errors within project portfolio management (PPM) systems.

● Coached and mentored staff on aspects of proper data integration and specific processes to ensure consistency, quality, and productivity of deliverables

● Interpreted Define Benefit Pension Plans, Social Security, retirement and union statements to accurately input data into Personal Planning Analysis (PPA) software according to federal policy and procedural guidelines

● Accurately assisted financial advisors and field representatives with supplying client services, financial planning, case management activities and decision making to identify, maintain and evaluate client information.

● Established models to help clients gain financial security through cash management planning techniques.

● Accurately documented private and public-sector compensation plans to determine future investments.

● Researched and investigated holdings to classify asset allocations via financial statements Yolanda Hunter ****************@*****.*** Page 2 WELLS FARGO HOME MORTGAGE, Milwaukee, WI March 2009 -January 2016 Collections/Loan Document Specialist, 2016

Proficiently audited Loan Application Register (LAR) files to ensure compliance with the Home Mortgage Disclosure Act

(HMDA), Consumer Financial Protection Bureau (CFPB) and other local/state requirements; explicitly verified and documented information in an online state database repository. Researched, identified and resolved regulatory risks.

● Met/exceeded quality expectation with a 2% or less error rate on loans audited.

● Productively surpassed 28/day pipeline production goal; completed 60+ file audits daily and over 150 files total per week.

● Compiled results for review and documented critical and major errors that had the potential to impact document integrity.

Collector IIIB/ Loan Servicing Specialist, 2012 to 2015 Effectively handled late stage collection accounts that were 120+ days past due. Systematically coordinated financial screening interviews to determine options to bring loans up-to-date. Adhered to established guidelines, responded and mediated customer issues, monitored inquiries as needed and interacted with appropriate parties for timely resolutions.

● Developed valuable strategies to increase right party contacts and reduce wrap/average handle time by 50%.

● Assumed the role of team lead, providing feedback and coaching to lower level collectors on business related procedures.

● Completed projects and document preparation, adhering to department/Government regulations. Collector II/ Senior Escalations Representative, 2009 to 2012 Served as an intermediary between internal departments, lower level collectors and homeowners. Managed confidential information in a professional, highly ethical manner. Provided floor support in the absence of management, handling escalated calls and complex problems on delinquent accounts.

● Secured a 90% monthly cure rate for escalation resolutions.

● Creatively improved business line relationships, streamlining department operations.

● Strategically drafted talk-offs, scripting and configured statistical reports to identify areas of improvement. Collector I/ Escalated Resolutions Representative, 2009 Assisted with overdraft charges, payment reversals and late fee waivers; directed customers to appropriate departments as needed. Promptly responded to supervisor calls of an escalated nature on behalf of upper management.

● Dominantly achieved Service Excellence recognition, promotion to Collector II within the first 6 months of employment and maintained 100 percent consistent Quality scores that contributed to operational risk avoidance.

● Effectively coached a class of 25+ new hires and provided work direction to help improve performance and reach operational goals; Delivered feedback to corresponding managers.

● Performed project duties independently and within established timeframes, ensuring accurate follow up with management.

Technical Competencies

● Trained in computer systems; Avaya, Fidelity, Early Resolution, SharePoint, Equator, Loan Image Viewer, Global Enterprise Management, Lender Processing Services, IEX-Total View, Softphone & Concerto Auto Dialer

● Proficient in Microsoft Office including Word, Excel, PowerPoint, & Outlook

● Loss Mitigation, Setup and Retention Training

● Negotiations Training

● Home Affordable Modification Program (HAMP) & Home Affordable Refinance Program(HARP) Training

● Early and Late Stage Collector Training

Education

Masters of Art in Organizational Management Ashford University Clinton, IA GPA: 3.64 Bachelors of Art in Healthcare Administration Ashford University Clinton, IA GPA: 3.75

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