Gina Kendrick
Jacksonville,FL
Summary
Pursuing full-time role in a new career path that leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
11
11
years of professional experience
Work History
Customer Service Associate
Midwest Loan Services
07.2024 - 12.2024
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Check to ensure that appropriate changes were made to resolve customers' problems.
- Sought ways to improve processes and services provided.
- Responded proactively and positively to rapid change.
- Identified and resolved discrepancies and errors in customer accounts.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Prepare change of address records, issue service discontinuance orders, using computers.
- Maintain and review account records, updating and recategorizing them according to status changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
- Investigated and resolved accounting, service and delivery concerns.
Loss Mitigation Underwriting Escalation Specialist
Flagstar Bank, FSB
10.2019 - 04.2024
- Applied underwriting experience in cross-functional teams to improve overall policies and planning.
- Assisted underwriting management teams with review of complex cases, staffing resource projections, process improvements and overall workload balance and management.
- Created financial strategies to optimize portfolio performance and reduce risk.
- Orchestrated client-centered financial packages factoring in current market trends.
- Improved emergency resolution processes to save time.
- Assisted in preparation of presentations, data tables and other documents for investor meetings.
- Created and maintained precise and accurate models, charts and reports.
- Plan, supervise, and review work of assigned subordinates.
- Review and analyze new, proposed, or revised laws, regulations, policies, and procedures to interpret their meaning and determine their impact.
- Trained junior team members in underwriting procedures and loan quality grading standards.
- Participated in customer service training for internal teams to share knowledge and experience and improve quality of customer service.
Loss Mitigation Specialist II
LoanCare
10.2018 - 10.2019
- Remained updated with latest information related to mortgage products and services being offered.
- Analyzed credit, income, compliance, title documents, and appraisals during underwriting process.
- Reached out to borrowers to discuss current status and loan workout options.
- Explained legal aspects of loan to borrower, as well as payment terms and clauses.
- Assisted with short sales and deed in lieu processes.
- Controlled loss by assessing risk, conducting system analysis, and recommending policy solutions.
- Provided reinstatement and payoff quotes to clients.
- Evaluated pay stubs, credit history, tax information and bank statements for financial status.
- Analyzed potential risks and evaluated loan products to identify suitable options for customers.
- Compiled closing packages for drafting and presentation accuracy.
Property Manager
S2 Residential
10.2017 - 06.2018
- Coordinated with janitorial and engineering staff on maintenance and upkeep.
- Verified income, assets, and expenses, and completed file tracking sheet for each applicant.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Followed up on delinquent tenants and coordinated collection procedures.
- Maintained original leases and renewal documents in digital and hardcopy format for property management office.
- Monitored timely receipt and reconciliation of rent collections in accordance with landlord and resident statutes.
- Monitored progress of construction and maintenance projects and notified appropriate individuals of project updates, delays, and schedule changes.
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Monitored tenant behavior and implemented corrective action to maintain order in assigned properties.
- Coordinated with legal counsel to resolve tenant disputes.
- Communicated effectively with owners, residents, and on-site associates.
- Conducted regular inspections of both interior and exterior of properties for damage.
- Analyzed operational information for impact on ROI, identified trends and recommended appropriate adjustments.
Property Manager
Somerset Pacific
11.2015 - 12.2016
- Coordinated with janitorial and engineering staff on maintenance and upkeep.
- Verified income, assets, and expenses, and completed file tracking sheet for each applicant.
- Completed final move-out walk-throughs with tenants to identify required repairs.
- Followed up on delinquent tenants and coordinated collection procedures.
- Introduced prospective tenants to types of units available and performed tours of premises.
- Maintained original leases and renewal documents in digital and hardcopy format for property management office.
- Monitored timely receipt and reconciliation of rent collections in accordance with landlord and resident statutes.
- Handled tenant complaints promptly and appropriately, calling in repairmen, and other support services.
- Monitored tenant behavior and implemented corrective action to maintain order in assigned properties.
- Collected and maintained careful records of rental payments and payment dates.
- Generated leads for sales and rental properties through cold calls and referrals.
- Coordinated appointments to show marketed properties.
- Conducted regular inspections of both interior and exterior of properties for damage.
- Delivered emergency 24-hour on-call service for tenants on building issues.
- Kept properties in compliance with local, state, and federal regulations.
- Introduced and monitored effective lease renewal programs to maintain high occupancy rates.
Realtor
World Class Realty
08.2013 - 12.2014
- Compared recently sold area properties to determine competitive market prices.
- Educated clients on changing or updating properties, buying, and selling techniques and processes to maintain curb appeal.
- Handled day-to-day happenings of real estate office to consistently grow client base and increase revenue.
- Wrote contracts to outline sales and purchases of properties.
- Resolved client concerns related to home purchases to maintain high satisfaction ratings.
- Advised and informed prospective clients on current market activities and conditions.
- Assisted buyers with finding ideal homes by assessing needs, requirements, and budgets.
- Developed and maintained relationships with clients through networking, postcards, and cold calling.
- Advertised client properties through websites, social media, and real estate guides.
- Managed contracts, negotiations, and all aspects of sales to finalize purchases and exceed customer expectations.
- Liaised between buyers and sellers to provide positive experiences for both parties.
- Presented purchase offers to sellers for consideration.
- Advised clients on market conditions and property value for informed decision-making.
- Reviewed market research data and changed sales plans accordingly.
- Developed and implemented strategic marketing plans to increase potential for selling properties and generate more leads.
- Conducted comprehensive market analysis to identify opportunities for investors.
- Marketed and sold property for clients by hosting open houses and advertising online and in print.
- Negotiated, facilitated, and managed real estate transactions.
Education
Patient Care Technician
Affordable Training
Jacksonville, FL12-2024
Real Estate Salesperson Certification
Alpha College of Real Estate
Newport News, VA04-2011
GED -
Warwick High School
Newport News, VA11-2004
Skills
- Reliability
- Report preparation
- Relationship building
- Customer service orientation
- Policies and procedures adherence
- Cross-functional collaboration
- Cultural sensitivity
- Business ethics
- Work prioritization
- Customer support
- Customer service
- Complex Problem-solving
- MS office proficient
- File Maintenance
- Spreadsheet tracking
- Record preparation
- Teamwork skills
- Written communication
- Customer data confidentiality
- Multitasking Abilities
- Medical terminology
- Time management
- Interpersonal skills
- Effective communication
- Stress tolerance
- Active listening
- Teamwork
- Emotional intelligence
- Complaint handling
- Team collaboration
- MS office
- De-escalation techniques
- Understanding customer needs
- Goal setting
- Hospitality and accommodation
- Cross-functional team collaboration
- Complaint escalation
- Negotiation
- Tactful and diplomatic
- Regulatory compliance
Timeline
Customer Service Associate
Midwest Loan Services
07.2024 - 12.2024
Loss Mitigation Underwriting Escalation Specialist
Flagstar Bank, FSB
10.2019 - 04.2024
Loss Mitigation Specialist II
LoanCare
10.2018 - 10.2019
Property Manager
S2 Residential
10.2017 - 06.2018
Property Manager
Somerset Pacific
11.2015 - 12.2016
Realtor
World Class Realty
08.2013 - 12.2014
Patient Care Technician
Affordable Training
Real Estate Salesperson Certification
Alpha College of Real Estate
GED -
Warwick High School
Similar Profiles
PATRICIA MORRISPATRICIA MORRIS
SR. NATIONAL REO TITLE COORDINATOR at COMPUTERSHARE LOAN SERVICES NKA NEW REZ LOAN SERVICINGSR. NATIONAL REO TITLE COORDINATOR at COMPUTERSHARE LOAN SERVICES NKA NEW REZ LOAN SERVICING
Chris Lopez JrChris Lopez Jr
Investor Accountant at Pennymac Loan ServicesInvestor Accountant at Pennymac Loan Services
Sean SmithSean Smith
Loan Closer at PennyMac Loan ServicesLoan Closer at PennyMac Loan Services