Professional Lead

Jessica R. Brown

Phone: (***) *** - **** Email: *************-****@*******.***

Address: Dallas, Texas

References: Available upon request

Summary of Qualifications

Enhancing opportunities for Company Success and Customer Satisfaction in Global Markets.

Detailed oriented, passionate and highly motivated customer service professional, with 10+ years of extensive experience in fast-paced working environments. Strategic representation recruited by Top Performing Companies, excellent in leadership and integrity. Expanding background to maximally utilize personal development trainings, comprehensive management based on the employment needs and mission of the company. Recognized for successfully resolving and managing customer satisfaction.

I'm an innovative and energetic team player, relationship builder, and highly effective communicator. Highly skilled, talented and organized professional. Understanding people and client’s individual needs only covers half of the bases, while understanding systems and concepts and the marriage between them all is essential to the forward movement of any company but also the future of Financial/Technology (Fintech) commerce. Highly - accomplished, quick learner with an impressive hands-on knowledge base encompassing the entire spectrum of adult learning, Customer Service and Leadership. Currently seeking a position in Management which will utilize all acquired skills, abilities and areas of expertise as follows:

SoftPro & ResWare Proficient

Adult Learning/Content Creation

Strong Leadership and Accountability

Team Management Skills

Excellent in Customer Service and Operational Support

Proficient Phone Systems

MS Office Proficient

Top Performer of the Year

Excellent Work Ethic

Proficient in Camtasia & LMS

Excellent Analytical Skills

Manage Large and Complex Databases

Conceptualizes Ideas

PROFESSIONAL EXPERTISE

MyHome, formerly WEST, a Williston Financial Group company

Corporate Title & Escrow Software Training Lead (Remote)

December 2019 – November 2022

Provides ancillary support to SCRUM master

SME for implementing cohesive workflow processes for title and/or escrow needs

Creative reviews for training content via in person, online or hybrid

Implementation of automation and software before deployment

Periodically audits files to verify transactions are being processed in accordance with company guidelines.

Answers complex questions regarding title search and/or escrow and closings.

Meets with other Division Supervisors and Managers as necessary to evaluate and establish uniform procedures

Publishes monthly system release notes

Effectively communicates all system updates and changes globally or geographically targeted

Monthly how-to presentations, distributes weekly tips/tricks to optimize system functionality

Assists specialists with sensitive customer relation problems and resolving customer escalations.

Provides instructor led training and coaching to individuals or large groups/assigned teams

Acts as site sponsor to implement communicate and direct all corporate initiatives and communications as requested

Effectively communicate production status with senior management and clients

Maintain client preferences and contact information for superior servicing

Assisting Escrow Assistants with ad hoc training and providing support to new hire

Fidelity National Financial - FNAS, Plano, Texas

Operations Lead

August 2013 – April 2019

Record achievement – increased 35% total company revenue since 2016 from sound relationship cultivation and quick grasp of market needs; implemented several processes and automation changes within Resware.

Justified development for new growth, securing largest-ever investment with peak ROI.

Planned development, certification, launch, and strategies for module usable throughout consumer lines.

Single-handedly shaped Centralized Processing within Consumer Delivery Systems group by framing out the background details and automation regarding the launch of the IDx decision engine currently used for high volume with Fidelity National Title clients.

Manages Automation Team – Create and support automation tools for Development, Quality Assurance, and Management of Teams.

Resolve client escalations

Manage incoming call queue for call center

Score card tracking for vendor management

Request bring-to-dates prior to funding

Review CD/HUD for approval/rejection

Prepare and claim incoming wires

QC all checkpoints prior to disbursement

Order/track payoff requests and release of liens

Track bring-to-dates for vendor management

QC review for offshore performance

Abstract/extensive property research for lien validity and/or removal

Update and communicate the File Status for inquiring clients

Maintain client preferences and contact information for superior servicing

Informing reception of first-time homebuyers and creating a great experience for new agents

Assisting Escrow Officers/Closers with ad hoc training and providing support to new hires

SolutionStar Settlement Services, Irving, Texas

REO Title Curative, Title Examiner

March 2013 – August 2013

Verify and edit all documents for accuracy. Resolve title issues with title companies; make sure clear titles are provided before sales transactions are completed.

Follow up diligently with title companies to ensure they are working to resolve identified issues.

Request and review corrected deeds with proper vesting. Prepare and/or review grant deeds, divorce decrees, escrow instructions, and amendment requests as required.

Examine documents posted in the public records and the tax appraiser record associated to property, complete lien clearance.

Determine the impact of any recorded instrument in the chain of title such as deeds, liens, and judgments while outlining any title curative issues required and/or identify any senior interest.

REDC Default Services, Plano, Texas

Mortgage Valuations Coordinator

Operations Assistant

December 2011 – January 2013

-Manages Operations – maintaining, tracking and ordering needed documents, AVMs, BPOs and/or appraisals for assigned files through monitored pipeline. Contacting vendors and 3rd parties for title lien clearance. Position occasionally required phone communications to lender, borrowers, brokers and listing agents.

-Responsibility – Foreclosures, deeds in lieu, active aging reporting, monitored DIL order request box, and soft credit pulls, title commitments, title policies, resolved access issues between lender and borrower, managed and tracked appraisals.

ADDITIONAL WORK EXPERIENCE

United Tech Lender Services (Contract Position), Irving, Texas

Account Specialist, 2011

Wingspan Portfolio Advisors (Contract Position), Dallas, Texas

Executive Customer Advocate, 2011

Bank of America, Houston, Texas

Home Loan Department, 2008 – 2010

AWARDED

Career Achievement: 2016 - 2018 Top Performer of the Year

EDUCATION

Prairie View A&M University

Awarded for Service Skills, Prairie View, Texas

Accredited

Townview Magnet Center High School

School of Law, Dallas, Texas

Graduate

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