Customer Service Supervisor

CASHANA DOUGLAS

609-***-**** ********@*******.***

OBJECTIVE

Seeking a position to utilize my innovative and diligent skills gained in computer, banking, and mortgage industry advance within the company.

SKILLS & ABILITIES

10+years of experience in customer service, as a Service Manager and Hallmark Sales Leader. Currently working as a Mortgage Service Supervisor at Central Loan Administration and Reporting, I handle escalated/ assist calls from customers, representatives in need of assistants and work closely with my manager on escalated client issues. Core Skills: Cash Management, Merchandising, Process Engineering, Workflow Analysis and Mortgage training.

EXPERIENCE

Oct 2013- Present

Customer Service Team Lead, Central Loan Administration & Reporting

Oct. 2013- Sept. 2019

Provide customer service assistance to borrowers through skill-set managed switchboard operations. Act as liaison for internal departments and third-party companies for the purpose for performing maintenance on borrower’s mortgage account, transactions, escrow disbursements, and special products. Conduct research on the behalf of borrowers with the use of loan origination documents, department interactions, and customer service manual. Open tasks as needed for the purpose of delegating the resolution of concerns to the respective departments and escalating outstanding/unresolved procedures. Interact with internal business partners on regular basis to resolve borrower’s issues related to mortgage and Home Equity Lines of Credit (HELCO) in accordance with client, federal and other compliance company guidelines. Coach and train teams for effectively enhancing their customer service abilities.

·Mortgage Service Supervisor Sept. 2019- Present

Oversees a team of Mortgage Servicing Professionals by focusing on daily performances measurements. Participates in handling incoming and outbound call needs to meet the goal of the department/client. Identifies trends and escalations issues to manager in a timely manner to minimize corporate risk and enhance the customer experience, while adhering to root cause policies and procedures trains, and assists staff to handle work volume and issues in accordance with company policy, procedures, and with RESPA compliance. Establishes and monitors goals for acceptable performance in accordance with company standards. Acts as a direct back up to the Service Leader and Quality Coordinator in their absence. Partners with other managers throughout the company, acting as a liaison for the continuous improvement of the functions and developing strong working relationships. This is to be done via monthly scheduled meetings.

Oct. 2003- May 2013

Service Manager, Wells Fargo Bank

·Under Limited supervision, provides the same duties as the teller in addition to handling compliance of audit operations and regulatory issues. Duties may include workflow scheduling, transaction approval, and teller training and/ or teller supervision. Responds to inquiries/problems and may handle more complex services/ transactions. Order currency for vault weekly, disburse money to the tellers daily and accumulate money from tellers at the end of the day. Enter customer’s transactions into the computerized system to generate a record and receipts. Balance currency and coin in cash drawer at the end of the day. Knowledge sets include but not limited to Operations, scheduling, Supervising, and Training Employees

EDUCATION

1992-1996

Diploma, Trenton New Jersey, Trenton Central High School

1996-1998

Degree, Raleigh North Carolina, Saint Augustine’s University

Contact this candidate