Customer Care Service

Denise Kelly

*********@*****.*** 817-***-**** Arlington, TX

SUMMARY

Seeking Customer Care Agent role with 10 years of experience in customer service and support. Expertise in CRM Systems, managing customer accounts, and ensuring effective customer interactions with exemplary phone etiquette. Proven track record in customer care, adept at resolving issues and enhancing customer satisfaction. WORK EXPERIENCE

Selene Finance, LP

Loss Mitigation Specialist- Non Performing Feb 2022 - Sep 2022

• Managed a portfolio of non-performing assets, effectively negotiating and completing loss mitigation alternatives to minimize foreclosure losses.

• Communicated with homeowners through various channels, handling over 300 inbound and outbound calls daily, ensuring compliance with state and federal regulations.

• Processed past due payments via ACH, consistently updating accounts to support efforts in bringing delinquent accounts to current status.

Informa Intelligence Services

Quality Assurance Specialist/ Auditor Jul 2019 - Mar 2020

• Collaborated with auditors and operations staff to maintain data accuracy and ensure timely service delivery.

• Conducted daily monitoring of rate sheets and reviewed pricing analysis to identify and report changes in pricing methods to the Pricing Manager.

United Wealth Services

Field Trainer- Independent Contractor Oct 2017 - Jan 2019

• Marketed and advertised credit repair services to individuals with credit challenges, enhancing awareness and engagement within the target audience.

• Networked with financial service professionals to explore collaborative opportunities, and provided financial literacy education, guiding individuals towards homeownership and effective financial planning. Workway Staffing- Stonegate Mortgage

Default Administration Feb 2016 - Aug 2016

• Assisted the Foreclosure department by reviewing delinquent loans for pre-foreclosure actions and supporting Bankruptcy team efforts through Chapter 13 payment history audits.

• Evaluated Loss Mitigation Workout packets to assess eligibility for loan modification, short sales, or deeds in lieu. Choice Staffing- Bank of New York Mellon

Document Custody Shipping Clerk Sep 2015 - Feb 2016

• Prepared and processed shipments of trailing documents, ensuring accurate handling and timely release through the business system.

• Conducted research in business record systems to verify the location and status of loans, and coordinated daily delivery of packages to the vault for shipping.

JP Morgan Chase

Bankruptcy Specialist II (Bankruptcy) Feb 2014 - Oct 2014

• Monitored Chapter 13 Agreed Orders and Amended Proof of Claims, ensuring timely Order and delinquent payments throughout the Bankruptcy process.

• Reviewed Agreed Orders for all 50 states while maintaining an 80% or greater quality assurance rate and coordinated updates with vendors and attorneys.

Foreclosure Specialist II (Foreclosure) Jul 2011 - Feb 2014

• Executed and reviewed critical foreclosure documents, including Verifications of Complaints, Assignments of Mortgages, and Affidavits, ensuring compliance with state-specific legal requirements.

• Collaborated with Quality Control teams and legal professionals to efficiently resolve foreclosure procedures, meeting productivity and quality standards set by management and regulatory bodies.

• Managed individual workload effectively, contributing to team objectives by creating analytical tools such as Pivot tables and providing training to colleagues.

HL Customer Assistance Operations Specialist I (Loss Mitigation) Sep 2011 - Jun 2012

• Examined residential loan documentation to ensure accuracy, completeness, and compliance with company and secondary market investor standards, while evaluating credit decisions based on established risk parameters and guidelines.

• Consulted with management and other underwriters, utilizing resources such as the Internet and Best Underwriting Guide, to refer accounts for approval and consistently met productivity and Quality Control goals as set by management.

Ally Financial (formerly GMAC)

Loss Mitigation Specialist (Auto Finance) Jun 2008 - Apr 2011

• Responded to inbound customer calls, utilizing multiple computer systems to promptly and effectively resolve issues while demonstrating empathy and understanding.

• Analyzed and executed strategies to minimize loss severity, determining optimal solutions for borrowers, investors, and the company.

• Achieved "Top Performer" status for four consecutive months by consistently exceeding monthly performance quotas.

EDUCATION

Strayer University- Online

Associates Degree, Business Administration

Oct 2019

Aladdin Beauty School

Hair Stylist/ Barber, Hair Styling/ Barbering

Jan 2002

CERTIFICATIONS

Licensed Hair Stylist/ Barber, Aladdin Beauty School Dec 2001 SKILLS

Collections • Loss Mitigation • Foreclosure • Quality Control • Negotiating • Bankruptcy • Sales • Customer Service

• Credit Repair • Financial Services • Auditor • Problem Solving • Written Skills • Communication • Leadership Skills

• Affidavits • Client Relations • Research Skills • MS Word • MS Excel • Organizational Skills • Analytical • Cash Handling • Managerial Skills • Bankruptcy Operations • Conflict Resolution • Negotiation Strategy • Independent • Team-Oriented • Consumer & Community Banking • Mortgage Banking • Loan Servicing & Default • Document Custody • Sales • Shipping Clerk • Federal Housing Administration • Marketing/Advertising • Critical Thinker

• Financial Literacy • Credit Repair/ Financial Services • Auditing • 7900ksph/ 35 WPM • CFPB, RESPA and TILA Knowledgeable • Repay System • Sagent • DocNet • Google Docs • Time Management • Self-Motivation • Problem-Solving • Digital Literacy • Organization • Initiative • Adaptability • Technical Proficiency • Collaboration • Empathy • Patience • Relationship Building • Data Entry

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