Demetral Faniel
Houston,TX
Summary
Dynamic leader with proven expertise in driving quality assurance and customer satisfaction. Experienced with leading teams to achieve project goals through effective management and strategic planning. Utilizes strong organizational and communication skills to foster collaboration and drive performance. Track record of successfully overseeing project execution and adapting to dynamic work environments.
Overview
6
6
years of professional experience
Work History
Account Protection Team Lead
Bread Financial
09.2022 - Current
- Execute and provide support of quality monitoring that is critical to driving a high level of quality assurance by 100 percent.
- Oversee daily operations while leading, motivating and developing a team of 15 associates across different functions focusing on driving business results and quality improvements to increase customer satisfaction.
- Monitor team performance and reports on metrics while overseeing efforts to analyze monthly results, identify trends in monitored activities, share learnings and knowledge, recommend process improvements as appropriate, and provide visibility through reporting and actionable insight.
- Drive performance management and deliver expected results through continuous improvement, goal setting, feedback and performance development planning.
- Provide effective performance feedback through employee recognition, rewards and disciplinary action in line with HR policies.
Loss Mitigation Specialist
Shellpoint Mortgage
10.2018 - 08.2022
- Managed approximately 50 incoming calls and emails per day for Borrowers
- Remained updated with latest information related to mortgage products and services being offered.
- Prevented unnecessary foreclosures by effectively communicating available options to borrowers and guiding them through the loss mitigation process.
- Conducted comprehensive loan reviews, identifying opportunities for modifications and alternative repayment plans.
- Managed a high-volume caseload of at-risk borrowers, successfully negotiating mutually beneficial repayment solutions.
Education
Associate of Applied Science - Business Administration And Management
Remington College
Houston, TX06-2012
Skills
- Detail-Oriented Approach
- Dispute Mediation
- Client-Centric Approach
- Professional Development Guidance
- Proficient in Adobe Suite
- Digital Marketing Strategy
- Microsoft Office Proficiency
- SEO Strategy Development
- Infusionsoft Platform Experience
- Accurint Data Analysis
- Proficient in Innovis
- EKATA Expertise
- Debt Location Expertise
Timeline
Account Protection Team Lead
Bread Financial
09.2022 - Current
Loss Mitigation Specialist
Shellpoint Mortgage
10.2018 - 08.2022
Associate of Applied Science - Business Administration And Management
Remington College
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