Cheila Cotton

Servicing State and Federal Mortgage Loans

• Negotiate, award and administer agreements.
• Review grant application to determine award and explained terms to clarify conditions and requirements.
• Adhered to grant management policies, procedures and regulations according to the State Of Maryland
• Responsible for drafting notices of funding, budget analysis, evaluation and risk management under the terms and condition.
• Maintained customer satisfaction by negotiating any award changes and resolve any payment issues.
• .Provide any technical support as needed.

• Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
• Assigned tasks and established work schedules to staff to cover operational needs.
• Promoted culture focused on encouraging staff to develop skills and abilities.
• Implemented project management techniques to overcome obstacles and increase team productivity.
• Supervised staff of collectors, monitoring phone calls and letters.
• Prepared cash flow projections, cost analysis and monthly, quarterly and annual reports.
• Launched quality assurance practices for each phase of development
• Conducted ongoing reviews of program financial systems to assess cost control measures
• Controlled costs to keep business operating within budget and increase profits.

• Formulated focused and individualized resolutions aimed to peacefully settle disputes.
• Advised parties on dispute resolution processes, policies and procedures, helping disputants make informed choices.
• Conducted interviews with disputants, witnesses and any additional relevant groups or individuals.
• Used mediation techniques to facilitate communication between disputants, to further parties' understanding of different perspectives and to guide parties toward mutual agreement.
• Identified issues, analyzed information and provided solutions to problems.
• Drove dispute resolutions using effective problem-solving and by guiding mutual understanding of opposing viewpoints

• Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
• Created customer support strategies to increase customer retention.
• Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
• Performed duties and provided service in accordance with established operating procedures and company policies.
• Monitored metrics and developed actionable insights to improve efficiency and performance.
• Conducted training and mentored team members to promote productivity and commitment to friendly service.
• Evaluated interactions between associates and customers to assess personnel performance.
• Managed department call volume of 320 calls per day and coordinated department schedules to maximize coverage during peak hours
• Established performance and service goals and held associates accountable for individual performance

• Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
• Led daily team meetings to review performance, set targets and motivate staff.
• Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
• Recruited, trained and onboarded new agents, maintaining exceptional service standards.
• Successfully managed budgets and allocated resources to maximize productivity and profitability.
• Managed senior-level personnel working in marketing and sales capacities.
• Recruited, trained and onboarded new agents, maintaining exceptional service standards