Sales High School
Resume:
Cherylena A. Farley
Rock Hill SC.29732
********@***.***
Objective: To obtain A position as A Loss mitigation representative or as A Team Leader in a
Collections/ mortgage
Company.
Professional experience Citi mortgage
08/2007
Managers Assistance Unit / Escalation Specialist 2
This position allows me to use my skills as a subject matter expert in aspects of Loss
Mitigation. My duties as an escalation specialist to include and are not limited to taking inbound calls
from agents as they handle customer concerns. I would walk the agent through the proper system in order
to help find a loss mitigation aspect for client .ex client is 3-6 months behind and the resolution is a
repayment plan I would do the calculations with or for agent and or client, establish plan with the
guidelines of that particular investor. Which could be FHA Fannie Mae or private investors? I would also
assist client with analyzing or sending in proper documentation to help with the process of
modifications .I have worked with hamp as well as traditional modifications from fha VA .and I am
extremely proficient with interpreting results from the tool used to decision results of loss mitigation and
conveying the information in a respectful manner to the actual client to build report as well as making
sure the agent is well versed in the results.
My duties as an escalation specialist to include and are not limited to taking inbound calls from agents as
they handle customer concerns. I would walk the agent through the proper system in order to help find a
loss mitigation aspect for client .ex client is 3-6 months behind and the resolution is a repayment plan I
would do the calculations with or for agent and or client, establish plan with the guidelines of that
particular investor. Which could be FHA Fannie Mae or private investors? I would also assist client with
analyzing or sending in proper documentation to help with the process of modifications .I have worked
with hamp as well as traditional modifications from fha VA .and I am extremely proficient with
interpreting results from the tool used to decision results of loss mitigation and conveying the information
in a respectful manner to the actual client to build report as well as making sure the agent is well versed in
the results.
Professional Experience: Sprint /Nextel
08/2000-08/2007
Customer Solutions sales /Lab Coach Position in a fast paced self-managed environment
handling inbound
Calls .I assisted customers with account management inquiries from business as well as
consumer accounts
.Billing issues and program changes as well as posting payments to accounts and making
arrangements for
Payments .Responsibilities also included sales of products to enhance customers experience .I
was hired for
the sales floor and promoted within six months to out bound customer contact where I answered
email correspondence from customers with billing issues complaints and documents needing to
be filed and processed .For five years I worked in the Customer Retention area where I handled
inbound calls from customers requesting to cancel service I had been very successful in this area
encouraging new contracts I then
Became a floor walker in this area to assist my peers with system and product knowledge as well
as calls
Escalated to supervisory level .Exceeding all metrics I then became A Lab Coach in the Education
department
Where I trained new hires to the sales floor. As a part of Education and development I was also
utilized as A
Point of contact where I took on supervisory duties for several teams.
I H S of Charlotte
07/1998 -07/2000
Wound Care Coordinator: In patient skin and wound care per Physician orders and state
guidelines. Duties
were and not limited to wound changes,supervising staff changes of wounds as well as skin care
procedures for the facility .Responsibilities also involved ordering supplies and beds as well as
budget concerns for the department .I also met with vendors and attended seminars relating to
wound and skin care And developed in -
House services for new techniques and skin care protocols.
Charlotte Institute of Rehabilitation
4/1994 - 06/1998
Urology Technician: In patient care for spinal cord victims including in and out cauterizations
and aspects of
Urinary care and treatments as well as wound and blood sugar changes and documentations.
Education: GED state of New York received at Brentwood Senior high school Brentwood N Y 06
/1984
Certified nursing assistant 1 and 2 Carolinas medical center and CPCC 1993 -1994
Surgical technician certification Carolina medical center 1995
Phlebotomy Presbyterian school of nursing 1996.
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