Manager Customer Service

Rochean L. Spencer

**** *. ******* ****** #**** Dallas, TX 75203

(C) 214-***-**** **************@*****.***

Professional Profile

As a dynamic and top-performing Portfolio Manager and Collections Manager with widespread experience, my objective is to deliver consistent results and exceptional service. Being a strong leader, proven trainer, and effective closer, I strive to deliver remarkable customer service, exponential profitability, and organizational improvements while maintaining productive client relationships in every area.

Professional Experience

Fannie Mae Corporation– Oct. 2008- Present Dallas, TX

Position: Portfolio Manager

Developed and executed strategic account plans in order minimize risks and losses to Fannie Mae

Ensured access to current servicer data related to performance and strategy

Resolved exceptions, reviewed findings, and audited deficiencies

Built and maintained critical relationships with supervisors, managers, and departmental operations

Traveled frequently to locations of assigned servicer(s). Offered HAMP programs

Performed modifications, short sales, and deed in lieu's in order to prevent foreclosures

Examined loans to verify all guidelines and procedures were taken to save loans from foreclosure

Wachovia Dealer Services – Sept. 2003- Sept. 2008 Irving, TX

Position: Early Stage Collections Manager

Managed 3 specific teams of entry-level collectors

Delivered work flow objectives to appropriately handle multiple collection accounts daily with the specific goals of delinquency reduction and maintaining positive customer relationships

Initiated and facilitated weekly conference calls with the Wachovia Leadership Team in an effort to address and offset potential business-to-business and business-to-consumer issues and concerns

Effectively resolved human resource related issues, such as scheduling, training, coaching, performance, compensation, annual reviews, conflict management, and pay inquiries

The Associates/Citigroup – Aug. 1997 – Sept. 2003 Las Colinas, TX

Position: Unit Manager (Outbound Late Stage Collections)

Successfully achieved a net gain of $12 million in receivables through outbound collections while emphasizing budgeting and profit and loss responsibility

Planned and implemented new projects and procedures centered around objectives to improve product perception for client use

Managed and trained varying collection teams to include up to 28 collection and operational assistants.

Education, Certification & Affiliations

Letourneau University - Masters of Business Management

Paul Quinn College – Bachelor of Science, Organizational Management

Bishop State Community College – Associates of Arts in Communications

References available upon request.

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