Customer Service Project Manager

CAREER SUMMARY

Energetic, highly motivated, results-oriented individual with demonstrated accomplishments in personnel, financial, and customer service management in varied industries. My personable leadership style and problem solving skills enable me to build rapport with staff at all levels within an organization to satisfy critical program milestones ahead of schedule. I also have significant experience in employee recruitment, performance management, corporate downsizing, and addressing personnel disciplinary requirements. I possess excellent communication and organizational skills that enable me to assist any company in meeting key organizational goals and objectives.

OBJECTIVE

I am seeking a career growth opportunity in Project or Customer Service management that will leverage my prior leadership experience.

EDUCATION

AA, AMERICAN BUSINESS INSTITUTE - Chicago, IL

Major: Business Administration

COMPUTER SOFTWARE SKILLS

Microsoft Office

LPS Desktop (Document Management Soft)

Lotus Notes

Microsoft Outlook

Black Knight (Check Encryption Software)

Internal Awareness Worksheet (I.A.W.) – (Document Proofing and Archive Software)

Mortgage Serv

Loan Serv

AWARDS/PROFESSIONAL AFFILIATIONS

HSBC All-Star Awards (Employee Performance Awards) – 2012, 2013, & 2015

Toastmasters – Public Speaking

Junior Achievement – volunteered to teach at inner city schools

Achieve Team Member – leadership and creating fun team building activities

PROFESSIONAL EXPERIENCE

HSBC Elmhurst, IL Supervisor- Loan Modification/Underwriting 2015 - 2017

Manage a team of loan modification underwriters that analyzes, validates, and processes conforming and non-conforming loan products

Approve home loans based on a borrower’s credit rating and overall eligibility

–Review customer financial documentation: paystubs, hardship letter, personal and business bank statement property tax, homeowner insurance, and profit and loss statements to propose solutions to assist customer in obtaining and /or retaining homeownership

–Review, approve, or deny customer applications for loss mitigation treatments

–Calculate modification principal balance for approved retention options, taking into account past due interest, escrow and third party advances

HSBC Elmhurst, IL Mortgage Service Specialist 2012 - 2015

Assessed residential, construction and commercial mortgage loans to ensure compliance with the Federal laws, Bank policies, and procedures

Assisted clients with the loan application process

–Processed adjustable rate mortgage loans and loan modifications

–Collaborated with customers on loan rejections and loan modification requirements

–Performed extensive financial account research and analysis

Facilitated loan funding and approvals

Supported client invoicing and processed mortgage payments

Generated and disseminated daily and monthly metrics reports to senior leaders and executives

Approved home loans based on a borrower’s credit rating and overall eligibility

SERVICE EMPLOYEES INTERNATIONAL UNION, LOCAL 73 - Chicago, Illinois 2009 - 2010

Legal Administrator

Legal Administrator Lead - led a four person team and provided oversight of daily work assignments

Liaison (representative) for local 73 Union to coordinate and support deposition/arbitration meetings

Compiled data and reports for the Union in support of mandated Federal hearings

Investigated and audited unfair labor complaints submitted to the Union’s General Counsel

Union liaison responsible for assisting Union employees through pre/post arbitration process

Performed quality assurance reviews on formal litigation documents with clients and attorneys

Performed database administration and document management for the Local 73 legal department

Provided help desk support and assisted clients in completing loan applications

IMPARK- Chicago, Illinois Project Manager 2001 - 2009

Project Manager with annual project and budget management responsibilities in excess of $2 Million

Supervised a staff of seven hourly employees that provided financial/payroll and clerical support

Presented formal corporate compliance, safety, and quality training presentations to new hires

Conducted human resource performance reviews/assessments and addressed disciplinary actions

Recruited and trained customer service and quality assurance analysts (developed high performance teams)

Managed and provided daily oversight of the corporate quality assurance process & customer service staff

Compiled customer survey results and drafted formal customer service metrics and reports for senior and executive level management

Researched and resolved accounts receivable, billing, and customer contract anomalies

Contact this candidate