Summary
Overview
Work History
Education
Skills
Certification
FCRA Certification I and II
Timeline
Hi, I’m

Debra Bowlby

Lakewood,NJ
Debra Bowlby

Summary

Seasoned mortgage solutions educator who is results-driven, professional, self-starter, and goal-oriented. Over 8 years experience in credit reporting and mortgage solutions industry.


Recognized as a highly motivated and respected leader who is innovative, resourceful, determined and effective. Maintains high ethical standards, strong interpersonal communication skills and an expert in building and maintaining successful teams and relationships.

Overview

20
years of professional experience
1
Certification

Work History

Certified Credit Reporting, LLC

Training and Development Manager (Remote)
06.2020 - 11.2022

Job overview

  • Recruited for open positions, generated specific candidate pool for career opportunities through strategic placement of advertisements, evaluation of applicant credentials, and conducting initial interviews and pre-screening assessments.
  • Developed the company's first onboarding process for a remote working environment with Zoom and Teams.
  • Performed background checks on candidates prior to onboarding.
  • Established tracking/inventory system to ensure equipment was current and up to date with new system software.
  • Work with the IT department to ensure equipment was sent, tracked, and received by all new employees.
  • Conducted orientation sessions and established on-the-job training for new hires.
  • Established all learning and performance objectives, schedules, and training assessments for over 30 customer service representatives and report progress to the VP of Operations.
  • Developed the first company training programs and development paths for staff, team leads, and managers.
  • Assessed skill gaps for the mortgage processing department and developed training courses to meet identified needs.
  • Collaborated with quality control and compliance teams to review files, obtain feedback and procure available information for new training processes.
  • Created the first processing training manual for the operations department ensuring FCRA and Fannie Mae and Freddie Mac were compliant.

Consolidated Information Services (CIS)

Customer Service Manager
06.2017 - 06.2020

Job overview

  • Trained and regularly mentored processing staff on performance-oriented strategies and customer service techniques.
  • Trained new employees on proper protocols and customer service standards.
  • Recruited, hired, and trained team members.
  • Supervised employees and assessed performances to determine training needs and define training plans for decreasing process lags.
  • Performed all customer service performance reviews and recommended salary increases to the VP of Operations.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Handled all escalations, and resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Created a customer support strategy to increase customer retention.
  • Responsible for team productivity and managed workflow to meet and exceed quality service goals.
  • Introduced higher standards for customer service and increased efficiency by streamlining operations.
  • Managed department call volume of 200+ calls per day and coordinated department schedules to maximize coverage during peak hours across country.
  • Worked with the marketing department to develop and launch promotional activities and campaigns.
  • Sustained continuous improvement by implementing customer interface management systems through telephone communication, and live chat services.
  • Troubleshoot technical issues across multiple platforms for clients and staff members.

PinPoint Design & Printing

Business Owner
11.2002 - 06.2017

Job overview

  • Responsible for overall company's operations, function and success.
  • Developed business budget planning and administration, accounting functions, purchasing to handle financial needs.
  • Vetted vendors to supply company with best quality and products.
  • Monitored status of accounts receivable and payable to facilitate prompt processing.
  • Prepared itemized statements, bills or invoices and recorded amounts due for items purchased or services rendered.
  • Created digital image files for use in digital and traditional printing methods.
  • Used Adobe Illustrator, Photoshop, InDesign to create images and layouts.
  • Built corporate brands by designing cohesive looks between elements such as logos and letterheads.
  • Developed creative design for print materials, brochures, banners and signs.

Education

Cornell University
Ithaca, NY

Employee Degree Program from Business Communications

University Overview

Skills

  • Managing Employee Relations
  • Staffing/Hiring Processes
  • New Hire Onboarding
  • New Employee Orientation
  • Remote Employee Training
  • Customer Inquiry and Response
  • Improvement Recommendations
  • Trainee Assessments/Evaluations
  • Employee Performance Reviews
  • Supervisor Skills Training
  • Budgeting
  • Develop Training Manuals and Processes
  • Production/Improvement Processes
  • Technical Support and Proficiency

Certification

FCRA Certification I and II

FCRA Certification I and II

FCRA Certification I and II

Fair Credit Reporting Act Certified. 

Timeline

Training and Development Manager (Remote)
Certified Credit Reporting, LLC
06.2020 - 11.2022
Customer Service Manager
Consolidated Information Services (CIS)
06.2017 - 06.2020
Business Owner
PinPoint Design & Printing
11.2002 - 06.2017
Cornell University
Employee Degree Program from Business Communications

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Debra Bowlby