Andrea Brown
Jacksonville,FL
Summary
Dedicated Customer Service Leader motivated to create customer satisfaction and contribute to the company success. Take ownership and finding resolution. Team Player who is Enthusiastic, Self Motivated, Quick Learner and work well under pressure.
Overview
18
18
years of professional experience
Work History
Fan Service Team Lead
Fanatics
Jacksonville, FL
02.2020 - Current
- Produce Weekly KPI to agents that includes-Quality from all Channels, Average Handle Time, Adherence, Net Promoter Scores
- Distribute Month-end Progress /Metrics to 30 plus agents.
- Provide one on one with with agents that are below required standards and provide improvement pointers.
- Partner with leadership to provide performance improvement plans to underperforming athletes.
- Serve as point of contact and provide guidance for 80 plus employees.
- Responsible for communicating all relevant updates in policy, processes and guidelines.
- Responsible for recognition program for 1/3rd of production floor
- Defuse Escalated Customers in attempt to provide excellent customer experience by using critical thinking to breakdown problems, evaluate solutions and make decisions.
Fan Advocate
Fanatics
Jacksonville, FL
02.2017 - 06.2017
- Interact with Customers via Phones, Chats and Emails by addressing Customer Service inquiries in timely and accurate fashion.
- Provide Services: Placing orders, status of order and product information, policy of returns and complaints and resolutions.
- Document each order with current information of contact
- Assist with training as side by side coach with new hires for seasonal employment.
Document Validation Analyst
JPMorgan Chase
Jacksonville, FL
02.2015 - 08.2016
- Complete review of closed loan mortgage documents to ensure they comply with Chase Processing Standards.
- Validated and input information from critical loan closing documents such as: Mortgage , Note, Final 1003, Final HUD-1, TIL , Appraisal , Flood Certificate, FHA/VA Forms and Legal Compliance Disclosures and Documentation.
- Place conditions on loans for Correspondent to review.
- Maintain daily workflow, prioritize and communicate accordingly to ensure all urgent matters are cleared and transactions completed by target closing date or release of funds.
Loss Mitigations Specialist III
JPMorgan
Jacksonville, FL
07.2008 - 02.2015
- Responsible for managing pipeline accounts in any phase of delinquency.
- Contact customers via phone and correspondence concerning delinquency: Pre-Foreclosure, Foreclosure, Non Active bankruptcy status to evaluate feasibility of Pre-Foreclosure remedy.
- Discuss appropriate workout strategy for Modification, Reinstatement, Short Sale and Dee in Lieu.
- Utilize Underwriting guidelines to review and ensure compliance with investor guidelines.
- Submit files to Underwriting for review.
- Communication with customers and any authorized 3rd party, also with internal.
- Update MSP with current notes.
Phone Solicitor
Aerotek Professional Services
Jacksonville, FL
09.2007 - 02.2015
- Responsible for managing pipeline accounts in any phases of delinquency.
- Contact customers via phone and correspondence concerning delinquency: Pre- Foreclosure, Foreclosure, Non Active Bankruptcy status to evaluate feasibility of a remedy to bring account current.
- Discuss appropriate workout strategy for Modification, Reinstatement, Short Sale and Deed in Lieu.
- Analyze Financial Statements, tax Returns, Credit Report, BPO's, and Appraisals.
- Utilizing Company, investor and Insurer guidelines.
- Submit files to Underwriting for review.
- Communicate to customer all updates and decisions.
- Identify Collateral issues that would impair company, investor or insurer security.
- Resolve inquiries from Borrowers, Agents, Regulatory Authorities, Attorney and other 3rd parties.
- Update MSP with current notes
Education
Mortgage Broker License - Mortgage Broker
North Florida Community College
Jacksonville, FLSkills
- Microsoft Office
- Power Point
- Smart Web
- Fan Assist
- Active Listening Skills
- Energetic Work Attitude
- Customer Service Expert
- Escalation Problem Solver
- Genesys
Timeline
Fan Service Team Lead
Fanatics
02.2020 - Current
Fan Advocate
Fanatics
02.2017 - 06.2017
Document Validation Analyst
JPMorgan Chase
02.2015 - 08.2016
Loss Mitigations Specialist III
JPMorgan
07.2008 - 02.2015
Phone Solicitor
Aerotek Professional Services
09.2007 - 02.2015
Mortgage Broker License - Mortgage Broker
North Florida Community College