Elaine Floyd
Technical Help Desk Representative
Charlotte,NC
Summary
Accomplished professional with a proven track record at Wells Fargo, adept in Microsoft Excel and public speaking. Expertise in resolving high-profile inquiries and streamlining bankruptcy processes, significantly enhancing customer satisfaction. Demonstrates exceptional problem-solving abilities and a commitment to excellence.
Overview
28
28
years of professional experience
Work History
Technical Support Representative
Epiq Global
Charlotte, NC
01.2024 - Current
- Responded to customer inquiries via phone, email, or chat support.
- Created detailed reports describing help desk activities.
- Resolved customer complaints by identifying problems, determining causes, selecting solutions, and implementing corrective actions.
- Fielded help desk customer questions and fulfilled requests.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Office Clerk
Queen City Appliance
Charlotte, NC
11.2022 - 12.2023
- Answer phones, direct calls to appropriate individuals, and prepare messages
- Copies, sorts, and file records related to office activities
- Prepare report end of the day reports in preparation for the next business day
Client Relations Specialist
Lendingtree
Charlotte, NC
05.2021 - 08.2022
- Working with clients via inbound/outbound calls and emails in order to retain clients
- Addressing client questions, concerns and providing education on the value of products and services
- Assist clients in bringing past due account current by processing payments
- Offering and/or upgrading clients to programs and services that better meet need
Mortgage Loan Consultant
Shellpoint Mortgage
Greenville, SC
08.2014 - 05.2021
- Receive and review loan information and contact borrowers in order to cure delinquency, setup payment arrangement and /or settle accounts
- Identify and recommend optimal workout strategies based on borrower circumstances
- Identify and recommend legal strategies as necessary and contact borrower based on days since last payment
- Review accounts in Bankruptcy status and contact the Trustee or the Debtor's Attorney if appropriate payments are not made in accordance with plan
Research/Remediation Associate
Wells Fargo
Fort Mill, SC
01.2012 - 08.2014
- Responsible for responding to and/or researching resolving escalated high-profile inquiries, and complaints that require special handling
- Performs intake to determine appropriate course of action, and investigative steps to fully identify the issues
- Communicate with others to ensure resolution of matters
- Ensures identified risks and/or problems are clearly documented
Real Estate Advisor
Titanium Solutions
Fort Mill, SC
01.2008 - 01.2012
- Responsible for reviewing loans to reduce delinquent problem loans within company or investor guidelines
- Reviewing financial statements and analyzing and ordering credit information
- Order Broker Price Appraisal and Restructuring repayment plans
- Skip Tracing/Monitoring adherence to terms of agreement and corresponding with customers, realtors, and attorneys regarding short sale process
Senior Mortgage Consultant
Wells Fargo
Fort Mill, SC
01.1999 - 01.2008
- Handle escalated escrow issues and phone calls for Bankruptcy/Foreclosure
- Browse funds on the account for Bankruptcy/Foreclosure and work closely with attorney and Trustee
- Review Proof of claims, monitor consent orders, and prepare payment history for bankruptcy loans
- Efficiently handle escalated call flow, complex account issues, and administrated conference calls for Managers for different sites
Collector III
Wells Fargo
Charlotte, NC
01.1997 - 01.1999
- Educate borrowers on bankruptcy and foreclosure processes
- Operate as a Liaison for Bankruptcy and Foreclosure processors
- Expedite payoff requests and set up phone payments
- Provide accurate account information to investors, lien holders, attorneys, and other parties of interest
Education
Brookstone College of Business
11.2000
Skills
- Microsoft
- Excel
- Word
- Power Point
- Public Speaking
- Fidelity
- Vendor Scape
- Pacer
- File Net
- Verint
- Avaya
- Access
- Dialer
- Notary public certification
- Signing agent accreditation
Timeline
Technical Support Representative
Epiq Global
01.2024 - Current
Office Clerk
Queen City Appliance
11.2022 - 12.2023
Client Relations Specialist
Lendingtree
05.2021 - 08.2022
Mortgage Loan Consultant
Shellpoint Mortgage
08.2014 - 05.2021
Research/Remediation Associate
Wells Fargo
01.2012 - 08.2014
Real Estate Advisor
Titanium Solutions
01.2008 - 01.2012
Senior Mortgage Consultant
Wells Fargo
01.1999 - 01.2008
Collector III
Wells Fargo
01.1997 - 01.1999
Brookstone College of Business
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