Denna Handlin
Northlake
Summary
Results-oriented mortgage industry professional with 12 years of comprehensive experience in operations, compliance, reporting, foreclosure, modifications, and originations. Proven success in customer management and employee development, consistently overseeing initiatives from inception to completion. Skilled at fostering positive relationships and employing innovative strategies to promote products while effectively tracking market trends to capitalize on opportunities.
Overview
11
11
years of professional experience
Work History
Customer Experience Manager
PennyMac
01.2020 - Current
- Managed escalated customer issues and resolved conflicts in a timely manner.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
- Maintained accurate records of all interactions with customers including call logs, emails, online chats.
Customer Experience Supervisor
Amynta
03.2017 - 12.2019
- Facilitated communication between customers and technical support teams to ensure timely resolution of product issues.
- Trained, managed and motivated employees to promote professional skill development.
- Conducted audits of call center agents' interactions with customers for quality assurance purposes.
Documentation Manager
Elevate
06.2014 - 02.2017
- Inspected and proofread documents to check accuracy.
- Provided training to staff on the use of documentation tools, techniques, and best practices.
- Set up, optimized and enforced consistent document management policies.
- Communicated to identify and meet documentation needs.
- Prepared style guidelines outlining standards to produce clear and on-target content.
Education
High School -
Mansfield H.S.
01.2024
Skills
- Documentation management
- Customer relationship management
- Quality assurance
- Staff training
- Team motivation
- Process improvement
- Cross-functional collaboration
- Customer empathy
Timeline
Customer Experience Manager
PennyMac
01.2020 - Current
Customer Experience Supervisor
Amynta
03.2017 - 12.2019
Documentation Manager
Elevate
06.2014 - 02.2017
High School -
Mansfield H.S.
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