Call Center Customer Service

VASTYANA CAMPBELL

Jacksonville Florida 561-***-****

************@*****.***- https://www.linkedin.com/in/vastyana-campbell Flexible and adaptable Multilingual motivational Professional Leader Call Center Escalation Manager, with over 15 years’ experience in financial management Mortgage servicing, Sales, Team Lead, Customer Service, Collection, AML/KYC Global Banking System Analyst Anti-Money Laundering, Banking and Insurance. With an approach to excellence and efficiency in operations and task delegation completion, focused on maximizing resource utilization to increase Business profitability EXPERIENCE

2021- PRESENT

BI-LINGUAL CREDIT UNION MORTGAGE SERVICING INSURANCE. ITHINK FINANCIAL CREDIT UNION-DELRAY BEACH- FLORIDA Supervise daily property Insurance GPGL’s spreadsheet transactions to approve disbursements Provide support coaching to team member on mortgage servicing and all credit union tasks Coordinate and perform all aspect of loan servicing including but not limited to insurance Monitor and process operation prioritizing on various funds transfer including collateral Loss Audi General ledger transactions for funds reconciliation JUNE 2012- DEC 2014-JULY 2019 OCTOBER-2021(2 PERIODS) BI-LINGUAL ESCALATIONS MANAGER-CONSULTANT

OCWEN-PHH MORTGAGER SERVICING- WEST PALM BEACH- FLORIDA Audited and couched team members on loss mitigation Escalation packages Identified document deficiencies to propose best priority BBB resolutions Adhered to federal laws regulations and guidance including Dodd Frank, FINRA, RESPA, ETC Analyzed and Coordinated loans documents for program eligibility based upon investor lender Maintained updates in database documentation workflows and systems for investor approval. MARCH 2015--JULY-2016

MANAGER CLIENTS RELATIONS

MERCHANT LYNX CARD SERVICES - WEST PALM BEACH- FLORIDA Maintained employee timesheets and various transactions security task training POS systems Trained on various transactions security task training POS systems Maintained detailed knowledge of Card Payment processing service initiatives to uphold high standards of service quality

Assisted in maintaining the bank currency transaction report program Tracked reviewed and communicate updates on US federal regulations, agency guidelines 2

MARCH 2001– JANUARY 2004- JACKSONVILLE, FL & SEPTEMBER 2016- OCTOBER 2016 CHARLOTTE, NC

HOME MORTGAGE CONSULTANT/PROCESSOR/UNDERWRITER CALL CENTER

& IN 2016 - AML GLOBAL BANKING SYSTEM COMPLIANCE ANALYST BANK OF AMERICA-CORPORATE OFFICE CHARLOTTE, NC

Ensured that the high-Quality Control standards were maintained for KYC and EDD rained Assisted with internal staff audits compliance testing teams for AML matters employees on various Served as Interface with legal counsel federal state and local agencies to resolve regulatory issues Assisted in maintaining the bank currency transaction report program Tracked reviewed and communicate updates on US federal regulations, agency guidelines EDUCATION

2008

COLUMBIA COLLEGE JACKSONVILLE FL NAS NAVY BASE NOT COMPLETED BACHELOR OF SCIENCE: BUSINESS ADMINISTRATION.

UNIVERSITY OF COSTA RICA SAN JOSE, PORT LIMON COSTA RICA BACHELOR OF SCIENCE IN NURSING 11/1989

BALVANERO VARGAS MOLINA PORT LIMON, COSTA RICA HIGH SCHOOL HIGH SCHOOL DIPLOMA 11/1986

SKILLS

Leadership Analytical thinking

Active listener high problem solver

Strong Organization skills

Committed to high quality values and ethics

Multilingual (Speak 5 Languages)

Adaptability

Good scheduling knowledge

Tax knowledge

Multitasker self-starter

Strong Communication Skills

Team building

Time management

Friendly, positive attitude

Decision-making

Bank regulation experience BAC

Negotiation Skills

ACTIVITIES & INTERESTS

Literature Business updates

Environmental energy conservation

Nature living medicinal sources.

Yoga meditation

Volunteering

Mental health couching support

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