Customer Service General Manager
Resume:
Wendy A. Aubry
805-***-****; ************@*****.***
Objective
Highly-driven professional seeking employment with a company that would allow me to utilize existing administrative, analytical, and leadership skills. With over 20 years of experience with banking in various positions, a proven leader with expertise in administrative functions, management of complex projects, and customer service interface. Exceptionally well organized with a track record that demonstrates analytical skills, self-motivation, creativity, and initiative to achieve both personal and corporate goals and objectives.
Skills
13 years of Real Estate tax experience
Desire to learn and accept new and varied challenges; ability to handle changing priorities and deadlines; detailed oriented
Excellent written and oral communication skills
Highly responsible, fast learner and the ability to take initiative in area of responsibility, self- motivated
Excellent customer service skills
Team player, ability to handle issues in a group setting.
Strong interpersonal skills and the ability to communicate and interface with cross-functional teams and higher levels of management
Manage projects, evaluate progress, make recommendations and execute changes; manage various projects simultaneously
Computer knowledge in MS Word, Excel, PowerPoint and Outlook
Knowledge performing audits (Reg AB, SOX, & SSAE16 )
Professional Work Experience
Lereta, Woodland Hills, CA 2014- Present
Tax Processor (Temp)
Delinquent tax research
Internal and external customer service
Disbursed tax payments
Corelogic, Simi Valley, CA 2013- 2014
Operations Analyst
Quality Control: Responsible for accurate maintenance of tax payments from escrow accounts, data base management, tax collections
Resolved escalated customer inquiries and concerns
Perform banking processes audits (Reg AB, SOX, SSAE16 and Multiple Investors)
Performed internal control testing and analysis
Determined compliance with policies and procedures
Bank of America, Simi Valley, CA 2010 – 2013
Operations Analyst
Quality Control: Responsible for accurate maintenance of tax payments from escrow accounts, data base management, tax collections
Resolved escalated customer inquiries and concerns
Performed banking processes audits (Reg AB, SOX, SSAE16 and Multiple Investors)
Performed internal control testing and analysis
Determined compliance with policies and procedures
Processed tax payments
Servicing Unit Manager (Non-Impound Tax) 2009 – 2010
Managed a team of 10 associated with various manager duties
Delinquent tax research
Responsible for executive reporting to all levels of management
Ensured service level agreements were met for various work queues
Managed teams check issues/resolutions: System, Certified, Handwritten, Hope
Handled general manager duties: Score cards, time cards, performance levels, penalty analysis, tax sale reviews
Knowledge of AS400 Servicing activities
Countrywide Home Loans, Simi Valley, CA 2008 –2009
Team Leader (Cash Management)
Managed a team of 5 associates responsible for various manager duties
Handled general manager duties: Score cards, time cards, performance levels
Updated reports and statistical information
Processed refunds from taxing authorities
Researched/ Corrected/ Adjustments to tax payment
Balanced / logged and disbursed funds from escrow accounts
Negotiate large dollar items for escrow payments
Consolidations and bank deposits within specific timeframes
Countrywide Home Loans, Simi Valley, CA 2003 – 2008
Team Leader (Impound Tax)
Managed a team of 6 associates responsible for various manager duties
Delinquent tax research
Disbursement of delinquent tax payments for impound accounts
Responsible for executive reporting to all levels of management
General manager duties: Score cards, time cards, performance matters
Countrywide Home Loans, Simi Valley, CA 2002 – 2003
Tech II (VA Unit)
Delinquent tax research
Disbursed tax payments
Education 1992-1996 Moorpark College Moorpark, CA
Major: Business
Associates in Arts
Contact this candidate