Customer Service Manager
Resume:
PROFESSIONAL SUMMARY
Experienced Compliance and Customer Service Manager with a strong
background in loan servicing and retail management. Adept at leading teams to achieve high performance while ensuring compliance with state-specific guidelines. Skilled in implementing strategic processes to enhance customer satisfaction and reduce risk exposure. Proven ability to develop and deliver training programs that improve staff capabilities and organizational outcomes. WORK HISTORY
West Coast Servicing, Inc. - Compliance Manager/Customer Service Manager
Huntington Beach, CA • 03/2005 - 03/2024
• Loan onboarding and data entry and general loan servicing of the loans
• Customer Service Manager handling inbound/outbound calls to and from customers and maintenance of detailed customer interaction records for proper follow up and resolution of issues
• Loss Mitigation Specialist handling short sales, discounted payoffs, loan modifications and forbearance agreements
• Foreclosure Specialist responsible for the referral, progress and completion of foreclosures.
• Compliance and Licensing Manager handling the individual state business licensing and mortgage servicing licensing nationwide
• Created employee guidelines for loan servicing and updated guidelines annually according to state specific guideline updates to maintain compliance
• Completed all state specific education and testing requirements annually
• Oversaw all auditing of licensing activity in order to maintain our license in each state.
Cost Plus World Market, Inc. - Assistant Store Manager of Merchandising Mission Viejo, CA • 09/2015 - 08/2023
• Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
• Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays/ schematics.
• Implemented loss prevention tactics to deter thefts while maintaining a welcoming environment for all customers and verified inventory counts remained within monthly tolerance levels.
• Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
• Continued training and guidance of team members to maintain high productivity and performance metrics.
• Increased employee retention, training staff in effective customer service techniques and product knowledge.
• Conducted regular performance evaluations of team members while providing constructive feedback resulting in enhanced productivity levels.
• Resolved escalated customer issues effectively leading to improved customer satisfaction rates
• Monitored daily cash discrepancies, inventory shrinkage and drive-off and reconciled daily sales transactions to balance and log day-to-day revenue.
RHIANNA
M. BAKER
*******.*******@***.***
Mission Viejo, CA 92691
SKILLS
• Regulatory Compliance Monitoring
• Conducting Internal Audits
• Customer Relationship Management
• Recruitment and Onboarding
• Training Expertise
• Customer Complaint Resolution
• Retail Transaction Processing
EDUCATION
Orange Coast College
Costa Mesa, CA • 01/2006
Associate of Arts: Humanities
Mater Dei High School
Santa Ana, CA • 06/2000
High School
PROFICIENT IN
Microsoft Office (word, excel, outlook,
power point)
Applied Business Software (mortgage
servicing platform)
NMLS (Nationwide Mortgage Licensing
System)
Simplifile (online legal document
recording system)
Speedchex (online payment system)
Reconciliation Accounting
CERTIFICATIONS
Notary Public
LANGUAGES
English
.
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