Abel DeAnda
Rosenberg,TX
Summary
Self-motivated professional successful in seizing viable opportunities for expansion and innovation in business. Background in employee management, marketing and operational costs. Knowledgeable in increasing profits, reducing costs and transforming customer service standards. Motivated to provide prompt, friendly and professional service at all times.
Overview
20
20
years of professional experience
Work History
Owner Operator Commercial Vehicle
Landstar System, Inc.
11.2015 - 11.2023
- Established a transportation business from the ground up, planning and managing all aspects of the business including sales, business development, vendor management and marketing.
- Consulted with customers to assess needs and propose optimal solutions.
- Enhanced operational efficiency and productivity by managing budgets, accounts, and costs.
- Developed and implemented marketing strategies to generate new customers and increase sales and profit margins.
- Interacted well with customers to build connections and nurture relationships.
Single Point of Contact Call Center Supervisor
American Home Mortgage Servicing, Inc.
01.2009 - 01.2013
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Review data reports and exceptions to identify operational impacts.
- Provide a team "ranking report" to all management, including Senior Management, for all teams in the Coppell, Irvine and Jacksonville sites. The teams include Collections, Spanish Foreclosure, Foreclosure, and Supervisors.
Special Servicing Call Center Supervisor
Saxon Mortgage
01.2007 - 01.2009
- Responsibilities include recruiting, staff development, and attrition reduction to drive performance improvement across the board in Special Servicing, an area for "scratch and dent" portfolios.
- Identify training and development needs through observation, monitoring, quality assurance and performance metrics.
- Monitor daily abandonment ratios and address possible reductions.
- Provide daily stats for special servicing representatives.
- Team's primary responsibilities are inbound customer service for mortgage borrowers and outbound collections calls for 0 - 90+ day borrowers.
Customer Service Call Center Supervisor
Aegis Mortgage
01.2004 - 01.2007
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews for staff.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
Education
Some College (No Degree) - General Studies
University of Houston
Houston, TXHigh School Diploma -
B. F. Terry High
Rosenberg, TX1997
Skills
- New Business Development
- Customer Relations & Service
- Word-of-Mouth Marketing
- Leadership
- Multi-tasking
- Self-motivation
- Punctuality
Languages
Spanish
Native or Bilingual
Timeline
Owner Operator Commercial Vehicle
Landstar System, Inc.
11.2015 - 11.2023
Single Point of Contact Call Center Supervisor
American Home Mortgage Servicing, Inc.
01.2009 - 01.2013
Special Servicing Call Center Supervisor
Saxon Mortgage
01.2007 - 01.2009
Customer Service Call Center Supervisor
Aegis Mortgage
01.2004 - 01.2007
Some College (No Degree) - General Studies
University of Houston
High School Diploma -
B. F. Terry High