Emily Dumas
Pleasant Prairie,WI
Summary
Experienced in quality assurance and servicing operations, with a proven ability to drive performance and enhance customer experience. Skilled in optimizing efficiency through innovative strategies and a strong focus on quality, consistently exceeding standards and improving processes to deliver exceptional results.
Overview
9
9
years of professional experience
Work History
Quality Assurance Analyst
Figure
Remote
05.2022 - 05.2024
- Evaluated approximately 900 agent interactions monthly to ensure adherence to compliance standards and departmental objectives.
- Delivered precise and constructive feedback promptly to enhance agent performance.
- Analyzed supervisor appeals weekly, identifying opportunities for organizational improvement.
Servicing Operations Supervisor
Figure
Remote
11.2021 - 05.2022
- Supervised a team of 10 call center agents, driving performance and delivering outstanding customer service.
- Managed customer complaints and escalations, ensuring timely resolution.
- Developed and tracked agents' growth using key performance indicators (KPIs).
Servicing Operations Associate
Figure
Charlotte, NC
06.2021 - 11.2021
- Served as the primary contact for borrowers and third parties requesting information, such as statements, mortgage verifications, and payoffs.
- Handled inbound and outbound calls, chats, and emails with a focus on exceptional customer service.
- Resolved customer issues promptly and professionally, maintaining high satisfaction rates while minimizing escalations.
Mortgage Servicing Specialist
Skyla Credit Union
Matthews, NC
08.2020 - 06.2021
- Efficiently processed payoff, subordination, and mortgage verification requests.
- Responded to member inquiries regarding mortgage and escrow accounts through calls and emails.
- Audited mortgage files and ensured accurate booking onto the mortgage system.
Business Development Representative
Hendrick Automotive Group
Charlotte, NC
11.2018 - 08.2020
- Increased dealership foot traffic by scheduling appointments via phone and email inquiries.
- Built rapport with customers through consistent follow-up communications.
- Consistently met or exceeded sales targets, contributing significantly to the overall success of the team.
Debt Management Services Quality and Training
Edfinancial Services
Knoxville, TN
10.2017 - 08.2018
- Identified trends and training needs, providing recommendations to improve department operations.
- Ensured timely completion of error reports, call evaluations, and account quality reviews.
- Maintained extensive knowledge of all loan phases, from pre-loan to pay-off, including detailed information on invoicing, payments, and loan statuses.
Debt Management Services Counselor
Edfinancial Services
Knoxville, TN
02.2017 - 10.2017
- Conducted outbound calls to borrowers, offering tailored loan information and financial solutions.
- Emphasized problem-solving to achieve account resolution while maintaining a positive customer experience.
- Consistently exceeded monthly departmental standards in resolutions, handle time, and auxiliary time.
HES School Contact Specialist
Edfinancial Services
Knoxville, TN
11.2015 - 02.2017
- Managed high-volume inbound calls on behalf of multiple college and university financial aid offices.
- Assisted and advised students and parents in obtaining federal student aid.
- Consistently exceeded department standards, leading to additional responsibilities in creating training materials to support team success.
Education
Bachelor of Science - Social Work
University of Wisconsin - Milwaukee
Milwaukee, WI05.2015
Skills
- Call Center Quality Assurance
- Loan Servicing
- Compliance and Auditing
- Debt Collection
- Team Leadership and Collaboration
- Sales and Business Development
Timeline
Quality Assurance Analyst
Figure
05.2022 - 05.2024
Servicing Operations Supervisor
Figure
11.2021 - 05.2022
Servicing Operations Associate
Figure
06.2021 - 11.2021
Mortgage Servicing Specialist
Skyla Credit Union
08.2020 - 06.2021
Business Development Representative
Hendrick Automotive Group
11.2018 - 08.2020
Debt Management Services Quality and Training
Edfinancial Services
10.2017 - 08.2018
Debt Management Services Counselor
Edfinancial Services
02.2017 - 10.2017
HES School Contact Specialist
Edfinancial Services
11.2015 - 02.2017
Bachelor of Science - Social Work
University of Wisconsin - Milwaukee