Customer Service Manager

Michael Miles 469-***-****

**** ****** **., ******, ** 75241 **********@*****.***

Career Profile

Outgoing, motivated team player eager to contribute dynamic customer service, administrative, supervisory, team building, and organizational skills towards supporting the objectives of an organization that rewards reliability, dedication, and solid work ethics with opportunities for professional growth.

Capabilities and Accomplishments

• Interact with senior management, corporate teams, and clients to balance and coordinate call routing and resources

• Experience using Word, Excel, Aspect, Avaya, MSP/ Fidelity, CACS, DRI, MS Outlook, Vendorscape, Fast Data, LPS, Stewart, Urban and CMS programs

• Good analytical abilities to problem solve through extensive research

• In-depth knowledge of developing, programming and testing software tools and applications

• Knowledge of bankruptcy

Professional Experience

Bank of America (Home Loans) – Richardson, TX 2010-present

Customer Relationship Manager II / Mortgage Underwriting FNMA - Team Lead

• Responsible for evaluating Foreclosed and Pre-foreclosed loans during the File Review and/or Claim Review process

• Complete Claim Review and perform Harm Evaluation according to Promontory/OCC definitions

• Review and compiles fully documented loan histories, imaged documents and information available from all sources

• Review foreclosed loans, evaluate if they were processed in compliance with HAMP/Non HAMP or other applicable program guidelines and requirements

• Cultivates and maintains on-going customer relationships.

• Responsible for managing a portfolio of delinquent loans by working with loan modification and disposition specialists to determine solutions that will cure the account in a timely manner.

• Presents customers with and educates customers on options such as Repayment plans, Special Forbearance, Modifications, Short Sale, or Foreclosure.

• Responds to customer, investor, or other 3rd party inquiries, researching, preparing, and procuring documentation, as well as analyzing requests in accordance with established guidelines and determining appropriate course of action.

Citigroup (CitiFinancial) -Irving, TX 2008-2010

Loss Mitigation Analyst/ Collector 4 – Supervisor

Review, identify and facilitate appropriate handling of loss mitigation opportunities.

• Pre-qualify and place customers on work out plans such as reinstatements, payoffs, modifications, payment plans, cash cures and short sales.

• Good working knowledge of mortgage collections and loss mitigation programs

• Correspond with customers, brokers, title companies and attorneys in order to facilitate delinquency and problem resolution through contact attempt, consultation, research, and collection efforts.

• Ability to interpret mortgage documents, including Profit & Loss Statements, HUD Documents, and Tax information.

• Assisted with the training and development of new hires

• Ensured compliance in productivity and other established team goals

• Develops non-routine procedural documentation, guidelines, manuals, and reports.

• Proficiently plan, coordinate and manage a broad range of legal activities including monthly and quarterly reporting, and legal request processing.

• Being responsible for updating and maintaining Litigation Department document retention and tracking the same.

• Assisting with preparation of presentation materials for the Litigation Department.

• Assisting clients with settlements, payment arrangements, short sales and deed-in-lieu.

• Prepared and presented monthly reports to senior management

• Coordinate projects and implementation dates with management, and various support departments including Legal Systems, Forms Administration, Accounting, outside vendors, etc.

• Assisted in training and development of new hires

McDonalds Restaurant -Dallas, TX 2006-2008

Assistant Store Manager

• Responsible for managing all the restaurant operations in areas of customer relations, staff management, budgets, vendor relations, inventory control, purchasing of food etc.

• Responsible for training and recruiting of up to forty-five crew members.

• Responsible for supervising all aspects of in house banquet booking, planning and payment for up to 100 guests.

• Prepared weekly sales reports and processed weekly payroll to post to General Ledger.

• Responsible for selecting safety managers.

• Responsible for other duties as assigned.

Walgreens Drug Store -Dallas, TX 2007-2008

Assistant Retail Store Manager

•Balance and calculate incoming cash flow

•Count and prepare cash and checks for daily deposit

•Maintain and insure that payroll does not exceed the store’s operating budget

•Assist in scheduling of over 20 employees

•Maintain store organization in a fast paced and changing environment

•Supervise and train employees

•Troubleshoot technical problems with registers and computers

•Provide customer service

Educational Summary

Associates Degree in Business Administration Cedar Valley College 2010

Microsoft Specialist Certification Arbor Education & Training 2009

High School Diploma Bluebonnet Private High School 2006

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