Customer Service Operational Support

OBJECTIVE

To secure a position with a reputable company where I can leverage my extensive experience in coordination, planning, and operational support to contribute to organizational growth. I aim to work in a dynamic environment where my problem-solving abilities and commitment to excellence can support seamless daily operations and process improvements.

PROFESSIONAL EXPERIENCE

PennyMac Loan Services, LLC — Fort Worth, TX

Loan Counselor

April 2016 – April 2025

Manage high-delinquency mortgages with a focus on loss mitigation and recovery strategies.

Conduct inbound and outbound calls to assist customers in resolving late-stage default by analyzing reasons for delinquency, securing payments, and recommending foreclosure alternatives when applicable.

Update and review customer financial information to facilitate foreclosure alternative programs, providing recommendations and next-step guidance.

Handle escalated customer issues, collaborating with departments such as Home Retention, Property Resolution, Foreclosure, Bankruptcy, and Litigation for resolutions.

Assist delinquent customers with repayment plans and loan modifications to prevent foreclosure.

Conduct in-depth research and analysis for escalated matters as part of the research team.

Consistently demonstrate behaviors aligned with organizational values, maintaining compliance with company policies and federal/state regulations.

Key Achievements:

Played a pivotal role in implementing effective repayment solutions, improving customer retention.

Successfully contributed to process improvement initiatives that enhanced operational efficiency.

DriveTime Automotive Group — Fort Worth, TX

Senior Loan Advisor / Team Lead – Non-Mandatory Collections

September 2014 – February 2016

Supervised a team during daily startup meetings and provided ongoing support through reporting and feedback.

Utilized skip tracing tools such as LexisNexis and other databases to locate customers and resolve accounts.

Managed account portfolios, processed payments, and provided exceptional customer service through multi-line phone systems.

Delivered training sessions to improve team performance and ensured adherence to company standards.

Created and maintained performance reports, including neglected account reports, daily stats, and team rankings.

Key Achievements:

Recognized as a top performer for consistently meeting or exceeding collection and service goals.

Streamlined processes, leading to increased team productivity and reduced account delinquencies.

EDUCATION

General Educational Development (GED) Certificate

Graduate, College Preparatory Focus

SKILLS & QUALIFICATIONS

Strong analytical and problem-solving skills for complex operational challenges.

Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) and various CRM systems.

Expertise in collections, account management, and loan servicing.

Exceptional interpersonal and communication skills, with the ability to thrive in fast-paced environments.

Skilled in skip tracing tools such as LexisNexis and advanced data research.

Comprehensive knowledge of state and federal regulations related to financial services.

Reference: Available upon request

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