Ana Zarate

As a sales business I'm responsible for developing and expanding business brought in by inbound calls, referrals, or web avenues. My role markets different Medical Manufactures products and services including AED’s, AED Accessories, Program Management, and CPR Training Nationwide. I assist in different projects to achieve business objectives and ensure customer are satisfy, including, but limited to assisting with timely customer requests and issues, marketing campaigns to drive the customer experience.

• Support and assist resellers, dealers and International accounts. Assist with pricing, providing sub-items when items have been discontinued. Assist customers with questions, pertaining to equipment, manikins and order status. Bilingual, fluent in Spanish. Assist collections at times to settle delinquent accounts, by providing contact information. Support and assist resellers, dealers and International accounts. Assist with pricing, providing sub-items when items have been discontinued. Assist customers with questions, pertaining to equipment, manikins and order status. Bilingual, fluent in Spanish. Assist collections at times to settle delinquent accounts, by providing contact information.
• Skills: Cardiopulmonary Resuscitation (CPR) · Bilingual Communications · Customer Service · Team Management · Sales · Training · Portfolio Management

• Specialist in medical supplies for EMT and EMS. We support our customers not only with supplies, but offer different trainings and opportunities to continue with their knowledge.
• Essential driver of customer experience for any customer contact
• •Utilize sales skills and techniques to sell health care products and services over the phone
• •Ensure customers receive prompt and efficient service, including follow-up on web leads, calls to sales queue, chat leads, referrals, marketing leads, and any other identified prospects
• •Respond to and/or qualify leads generated by various marketing efforts including website inquiries, vendor leads, trade show leads and catalog requests.
• •Perform outbound calls to existing customers and new prospects. Educate prospects and customers on product specifications.
• •Conduct product research; gather competitive information on products, prices, and promotions.
• •Provide customers with information as it pertains to product updates, new products, recalls, and product specifications.
• •Attend sales meetings, departmental meetings, and training sessions.
• •Daily CRM data entry into Microsoft Dynamics

Audit and review updates as necessary from the FDCPA, CFPB to update internal policies and procedures
• Reviews operations to ensure responsibilities are carried out and legal requirements are met
• Takes corrective action, Updates tools, systems, and materials, as necessary. Partner with different departments Underwriting process owners and key stakeholders to establish quality testing and sampling strategy for the Mortgage Center production teams, including designing testing points within the underwriting process, developing attributes to be tested, and risk rating definitions for errors identified. Establishes quality team structure, alignment and location plan to support strategy.
• Partner with quality business analyst team who performs analysis of quality results to identify trends and root causes of errors, and opportunities for continuous improvement. Participate in weekly review of quality results and action plans to address opportunities with production and quality teams.
• Enhance department and group reputation through development and execution of ad hoc requests; exploring opportunities to continuously add more value to overall group and achieve overall goals of the Mortgage Center.
• Organize, retain, and analyze data to identify trends, isolate areas of risk, and identify program weaknesses in their lines of business

Audit and review updates as necessary from the FDCPA, CFPB to update internal policies and procedures
• Reviews operations to ensure responsibilities are carried out and legal requirements are met
• Takes corrective action, Updates tools, systems, and materials, as necessary. Partner with different departments Underwriting process owners and key stakeholders to establish quality testing and sampling strategy for the Mortgage Center production teams, including designing testing points within the underwriting process, developing attributes to be tested, and risk rating definitions for errors identified. Establishes quality team structure, alignment and location plan to support strategy.
• Partner with quality business analyst team who performs analysis of quality results to identify trends and root causes of errors, and opportunities for continuous improvement. Participate in weekly review of quality results and action plans to address opportunities with production and quality teams.
• Enhance department and group reputation through development and execution of ad hoc requests; exploring opportunities to continuously add more value to overall group and achieve overall goals of the Mortgage Center.
• Organize, retain, and analyze data to identify trends, isolate areas of risk, and identify program weaknesses in their lines of business

Managed 5 supervisors with teams of 10-12 Mortgage Servicing associates
• Drove associate operational execution and contributions in planning long term goals and vision
• Increased operational efficiency to meet bank and investor goals
• Responsible for training and development of direct reports
• Investigated and research complex customer, investor, or third party escalations
• Responsible for maintaining, developing and analyzing procedures to enhance servicing execution
• Key player in associate experience events to enhance associate morale and boost productivity
• Monitored and update best practices across lines of businesses in quality, non public information compliance, customer satisfaction and policy and procedure adherence in mortgage servicing
• Update best practices across lines of business in quality, non public information compliance, and policy & procedures
• Pulled performance reports on a daily, weekly, and monthly basis and identified areas of improvement and recommended action plans
• Responsible for aging, escalations, and for unit to meet compliance guidelines each month
• Researched and resolved missing payments issues or mis-posting errors
• Screened job applicants, review resumes for potential candidates, followed up and locked interviews
• Handled full hire process from identifying candidate, arranging interview times and onboarding process (Follow up with HR regarding hire paperwork, W2, references check to skill Survey

Supervisory responsibility over 15 associates, driving workout solutions in partnership with nonprofit advocacy agencies. Responsibilities included interviewing, hiring and training employees; planning, assigning, and directing work, appraising performance, rewarding and disciplining employees, addressing concerns and driving production
• Audited and approved negotiator’s loan portfolios for customer contact activities and work flow to ensure kept Informed routines exceeded service level agreements
• “Go To” person and Subject Matter Expert in peer line, driving training of new team managers, sharing best practices and tools to do their job, providing guidance on conflict resolution, supervising their team's performance and acting as a second level review for workout proposals before they went to upper management for final approval. Assist with new processes and get teams up and running.
• Responsible for reviewing, approving or denying workout analysis proposals for special forbearance, formal repayment plans and modifications
• Insured team open communication and mutual understanding of requirements for line of business and advocacy agencies
• Maximized the use of technology and limited documentation programs to enhance the customer experience and achieve the highest levels of efficiency

Executed inbound and outbound calls on early default and foreclosure accounts
• Maintained call control servicing calls calmly and professionally. Utilized motivators and listening skills to bridge communication gap with the mortgagor and was successful at overcoming objections.
• Drove delinquency resolution on loans serviced by negotiating full reinstatements, repayment plans and workout options
• Identified reason for default, current financial income and expenses, evaluated debt income ratio, mortgagor's payment record and educated borrowers on alternative money sources/payment options to bring loan current
• Negotiated and recommended solutions for best options for the bank, investors, shareholders and customers on home retention or liquidation options according to the investor specific loss mitigation recovery waterfalls, initiatives and/or agreements determining mortgagor's ability to retain the property
• Acted as a single point of contact to perform thorough workout review for completeness and resolution, including initial review, welcome call, request of documentation, order appraisal, flood and title where applicable, confirming data integrity, updating financial information, meeting conditions stipulated by underwriting, creating analysis to determine affordability, follow up and follow through the quality control process, ensuring following up on receipt of signed agreement to closing. All of this was done while ensuring state specific letters and call attempts were conducted as required.

Audit loans, and review all documents to confirm there’s no missing signatures or missing documents on each file.
• Handle all aspects of the portfolio including reconciliation, financial reporting, verifying monthly compliance reports, along with / investor reporting duties related to each portfolio
• Consistently meet service level commitments to both internal and external clients
• Support relationships with external vendors