FRANCES MOLE
Orlando,FL
Summary
With over 25 years of customer service and support experience across various industries, excelling in account maintenance, problem-solving, and staff training. Proficient in Microsoft Word, Outlook, Excel, Access, and PowerPoint with a proven track record of training, motivating, and supervising customer service teams. Former Chair of the Hospitality Committee at the 311 Call Center and certified training officer through the 311 Lead Development Program, bringing a wealth of knowledge. Background as a licensed mortgage broker from 2002 to 2006 showcasing a diverse skill set. Seasoned professional in customer service thriving in high-pressure, fast-paced environments. Known for boosting customer satisfaction levels and effectively streamlining processes. Highly regarded for collaborative approach within teams and adaptability to evolving requirements. Skilled in communication and conflict resolution with a strong focus on delivering reliable results.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Senior Call Center Specialist
Orange County 311
03.2005 - Current
- I serve as an information and referral resource for the Orange County, FL, Government, directing citizen inquiries and facilitating service requests. I ensure timely responses to after-hours voicemails and citizen emails through the County’s website. As a Certified Training Officer, I provide training and backup support for monitoring Service Center Specialists. I also represent the 311 service during community outreach events, interpret information for the public during emergencies, and have consolidated the Citizen ID Database to improve efficiency.
VA REO Pre-Marketing Analyst
Ocwen Financial Services
05.2004 - 03.2005
- I managed a portfolio of over 300 VA foreclosed properties, assigning Realtors for marketing and reviewing bids for repairs and upkeep. As the main point of contact, I maintained contact with borrowers and third-party representatives, coordinating workout documents with attorneys and other departments. I kept accurate records of borrower requests, analyzed foreclosure and bankruptcy statuses to identify delays, and assembled documentation for loss mitigation strategies. Additionally, I reviewed property inspections and addressed issues related to property preservation, tenants, and city code violations.
Mortgage Service Specialist
Ocwen Financial Services
04.2000 - 05.2004
- In my role, I answered complex questions and assisted financially struggling customers by collecting payments and gathering loan modification documents. I provided empathetic assistance and offered long-term resolutions to delinquency issues. I became familiar with customer relations functions while working on a specialized loan resolution team, ensuring high-quality service by logging borrower contacts and documenting Ocwen’s mortgage servicing system. I followed all relevant laws and company policies, performed various duties assigned by management, and assisted in training new employees.
Education
General Studies -
Valencia State College
08.1997
Diploma - undefined
Mid Florida Tech
05.1988
Skills
- Strategic prioritization of tasks
- Effective verbal communication
- Team leadership skills
- Interpersonal communication skills
- Strategic issue resolution
- Client engagement
- Research and analysis
- Detail-oriented data management
- Quality assurance
- Comprehensive documentation skills
Affiliations
- 311 Hospitality Committee Chair, 2014-2016
- 311 Hospitality Committee Volunteer, 2011-2014
Certification
- Lead Development Program
- Training Officer
- Emergency Call Taker
- Emergency Management- NIMS Certification
- Navigator Series- in progress
Timeline
Senior Call Center Specialist
Orange County 311
03.2005 - Current
VA REO Pre-Marketing Analyst
Ocwen Financial Services
05.2004 - 03.2005
Mortgage Service Specialist
Ocwen Financial Services
04.2000 - 05.2004
Diploma - undefined
Mid Florida Tech
General Studies -
Valencia State College
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