Evers Anderson
Dallas,TX
Summary
Seeking an opportunity to maximize my decade of management experience, quality assurance, professional development, and training experience to add value to an organization and customer experience. Personable and dedicated with extensive experience in the mortgage industry. Solid team player with an upbeat, positive attitude and proven skill in establishing rapport with employees and customers. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
Work History
Resolution Manager (Customer Service)
Mr. Cooper
Coppell, TX
05.2018 - 11.2023
- Responsible for the training, development and performance reviews of all employees within the Customer Service Call Center and Welcome Call groups.
- Responsible for the leadership of the staff members of the Customer Service Call Center and Welcome Call group to promptly and effectively handle the daily operations.
- Ensure that staff members are adhering to all government servicing and disclosure laws including Right to Privacy, ECOA and RESPA.
- Track and report productivity of the units as required by management.
- Ensure accurate and consistent records management.
- Maintain strong customer confidence through a constant improvement process with staff.
- Ensure that staff members understand the focus on customer retention when handling customer questions, concerns.
- Maintain awareness of the mortgage industry and make recommendations to management as appropriate.
- Handle all escalated customer service issues to the satisfaction of all parties.
- Manage and control costs and maintain adherence to cost center budgets.
- Maintain call volumes to meet goals set for department.
Loss Mitigation Specialist
Global Loss Mitigation
Coppell, TX
06.2013 - 05.2018
- Evaluates various workout options available for unengaged accounts on a case-by-case basis.
- Manages account guidelines and workout requirements for numerous investors including GOVY, Freddie Mac, and PSD loans.
- Maintains friendly and professional customer interactions.
- Assist borrowers with retention or liquidation options based off individual hardships.
- Communicate with borrowers about retention options such as modifications and providing knowledgeable and up to date information.
Account Resolution Specialist
Mr. Cooper
Coppell, TX
11.2012 - 06.2013
- Stressed urgency and accountability for delinquent borrowers in order to establish resolution for loans.
- Recommended loan approval and denial based on customer loan application reviews.
- Compiled database of loan applicants' credit histories, corporate financial statements and other financial information to assess best resolution options.
- Established goals of improving GOVY rollover rate of 30 day to 60 day accounts.
- Trained new team members on ways to improve and implement collection strategies.
Education
B.S., Business Administration -
Western Michigan University
04.2009
Skills
- Process Improvement
- Staff Management
- Employee Development
- Business Administration
- Emergency Response
- Policy Administration
- Project Planning
- Schedule Management
- Budget Management
- Customer Service
- Brand Management
- Business Development
- Team Leadership
- Decision-Making
- Training and Development
- Strategic Planning
- Scheduling and Coordinating
- Financial Management
- Preventive Maintenance
- Interpersonal Relations
- MS Office
- Documentation and Reporting
- Computer Skills
- Professional and Courteous
- Problem Resolution
Systems
- Verint
- ATR
- IAssist
- Avaya CMS Supervisor
- LSAMS
- Remedy Star
- Excel
- Word
- PowerPoint
- File Net
- CMS
- Paint
- Lotus Notes
- Core logic
- Western Union Speed pay
Awards
Awarded Team MVP: January 2023, February 2023, November 2023
Affiliations
- I'm a professional MMA fighter with 10 years of martial arts experience and enjoy lifting weights and working out as part of my daily routine. I believe a strong body is a strong mind. I enjoy reading self development books and set a monthly goal to read one book a month. I'm an active day trader and stock investor with 7 years of trading experience.
Accomplishments
- At my previous company I worked my way up from an entry level resolution associate to a leadership position. I went above and beyond everyday and took on additional tasks and responsibilities that helped me stand out. I always maintain a professional appearance and make sure I set myself apart with consistent work ethic and high standards.
Timeline
Resolution Manager (Customer Service)
Mr. Cooper
05.2018 - 11.2023
Loss Mitigation Specialist
Global Loss Mitigation
06.2013 - 05.2018
Account Resolution Specialist
Mr. Cooper
11.2012 - 06.2013
B.S., Business Administration -
Western Michigan University
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