Genealogy, family history research and preservation
Crystal Robinson
Management
Milwaukee,WI
Summary
- Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
21
21
years of professional experience
2
2
years of post-secondary education
Work History
Real Estate Investor
DC Squared Investments
01.2019 - Current
- Coordinate and direct financial or budget activities to fund operations, maximize investments, and increased efficiency by 17%.
- Monitor suppliers to ensure efficient and effective supply needed goods and services within budgetary limits, saved 15%.
- Evaluate comparable properties that had recently sold to determine competitive market price.
- Negotiate sale, lease, and development of property and complete and review proper documents and forms.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Self-motivated, with strong sense of personal responsibility.
- Reduced vacancy and unit turnover rates by 37% through carefully developed marketing and leasing efforts
Private Client Home Equity Team Lead
JP Morgan Chase
11.2014 - 11.2019
- Promoted to Team Lead
- Managed and resolved customer complaints and requests while supporting excellent professionalism standards according to company policies and procedures.
- Executed exceptional customer service to reach one-call issue resolutions and maintained quality scores of 98%.
- Reviewed direct report cases to ensure quality and compliance with Chase, TILA, RESPA, and Predatory Lending RESPA.
- Provide performance feedback via coaching for 12 agents regarding call time, escalation rates, hold times, customer rapport, daily workflow and phone behavior which led to 15% improvement in one call resolution.
Home Equity Loan Processor I II III
JP Morgan Chase
01.2005 - 11.2014
- Interviewed loan applicants to obtain personal and financial data to assist in completing applications.
- Displayed positive, professional and empathetic tone to deliver consistently superior service.
- Coordinated and managed all daily workflow requirements and improved communications between processing personnel, funding and underwriting departments, elevating operational productivity by 44%.
- Maintained average of 97% CSAT (customer satisfaction) goal each quarter for department and maintained 97% customer satisfaction survey rating and minimal complaints.
- Minimized points of contact for customers by communicating on behalf of loan specialists, land examiners and other internal groups.
Education
Associate of Applied Science - Human Resources Management
MATC
Milwaukee, WI 01.2015 - 05.2017
Skills
- Zendesk
- Privacy & Compliance
- SLA
- Operational Efficiency
- Desktop Support
- Project Management
- CRM Systems
- Investigative Research
- Quality Assurance
- Call Center Operations
- Motivational Leadership
- Call and Email Handling
- Confidential Records Management
- Key Performance Indicators (KPIs)
- Team-Building Exercises
- Excellent Verbal and Written Communication Skills
- Call Volume Analysis
- Employee Coaching and Mentoring
- Collaborate Cross-Functionally
- Scheduling and Coordinating
- Remote Assistance
- Loan Modification
- Asset Statements
- Residential Loans
- Banking Standards
- Client Interviews
- Government Standards
- Fraud Prevention and Detection
- Real Estate Title Concepts
- Zendesk
- LoanMaster Loan Servicing
- NMLS Registration
- FHA Loan Processes
- Loan Restructuring
- Community Reinvestment Act
- Desktop Underwriter
- Encompass (Mortgage Software)
- Risk Mitigation
- Consumer Lending Processes
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimePart TimeContract WorkLocation Preference
RemoteImportant To Me
Work from home option4-day work weekWork-life balanceHealthcare benefitsCareer advancementFlexible work hoursInterests
Timeline
Real Estate Investor
DC Squared Investments
01.2019 - Current
Associate of Applied Science - Human Resources Management
MATC
01.2015 - 05.2017
Private Client Home Equity Team Lead
JP Morgan Chase
11.2014 - 11.2019
Home Equity Loan Processor I II III
JP Morgan Chase
01.2005 - 11.2014