Gizelle Williams
McDonough,GA
Summary
Skilled professional with a strong background in collections, customer service, and data entry. Exceptional interpersonal skills and a knack for problem-solving. Proven ability to mediate customer disputes and collect payments promptly. Equipped with strong problem-solving abilities, a willingness to learn, and excellent communication skills. Poised to contribute to team success, achieve positive results, and advance organizational objectives with dedication and enthusiasm.
Overview
16
16
years of professional experience
Work History
Senior Collection Specialist
Shellpoint Mortgage Servicing
2019.04 - Current
- Oversaw training initiatives for new hires, resulting in increased productivity and consistent performance standards across the team.
- Managed a high-volume portfolio, ensuring timely follow-ups and accurate record-keeping for optimal results.
- Enhanced collections efficiency by implementing strategic plans and procedures to optimize revenue recovery.
- Mitigated risk by thoroughly evaluating debtor profiles and implementing appropriate collection strategies based on historical performance and unique account characteristics.
- Collaborated with cross-functional teams for seamless integration of collections efforts with other business operations.
- Reduced delinquency rates by developing targeted communication strategies tailored to individual clients.
- Maintained strict compliance with federal regulations and industry best practices to ensure ethical collection practices at all times.
- Analyzed financial data to develop customized payment plans suited to individual debtor circumstances while still aligning with company objectives.
- Worked in call center environment handling manual and automatically dialed outbound calls.
Home Lending Advisor II
JPMorgan Chase & Co
2016.09 - 2019.05
- Facilitated timely issuance of annual tax statements, collaborating with internal teams to ensure accuracy in reporting interest paid by borrowers during the year.
- Collaborated with cross-functional teams to expedite the foreclosure process, minimizing losses while adhering to state-specific requirements.
- Provided exemplary customer service during all interactions with borrowers, lenders, insurers, and legal representatives within the mortgage ecosystem.
- Conducted comprehensive audits of mortgage files, identifying discrepancies and rectifying errors in a timely fashion.
- Maintained detailed records of borrower communications within the loan servicing system for easy retrieval during internal or external audits or reviews.
- Leveraged advanced knowledge of mortgage servicing systems and software applications to quickly adapt to changing industry standards and best practices.
- Spearheaded quality control initiatives for loan documentation, ensuring strict adherence to regulatory guidelines and industry standards.
- Managed a high-volume caseload of loans in various stages of delinquency, prioritizing actions based on risk assessment outcomes.
- Assisted in the development and implementation of new training programs for incoming Mortgage Servicing Specialists, fostering a culture of continuous learning and improvement.
- Improved customer satisfaction levels with timely and accurate resolution of inquiries, addressing concerns pertaining to mortgage payments, escrow accounts, and taxes.
- Reduced delinquency rates by proactively identifying at-risk borrowers and implementing tailored loss mitigation strategies.
- Monitored pipelines to track and log status of loans.
Senior Health Benefits Advisor
UnitedHealth Group
2012.04 - 2016.08
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
Customer Service Coordinator II
Verizon Wireless
2008.05 - 2012.04
- Responded to customer needs through competent customer service and prompt problem-solving.
- Coordinated order processing, shipping, and delivery schedules to ensure timely delivery of products to customers.
- Managed high call volumes with exceptional professionalism, ensuring minimal wait times for customers.
- Handled escalated customer issues with empathy and patience, working closely with management to reach satisfactory resolutions.
- Mentored junior team members, fostering a positive work environment and boosting overall team performance.
- Leveraged strong product knowledge to educate customers about available options and assist them in making informed purchasing decisions.
- Conducted regular quality assurance checks on customer service interactions, providing constructive feedback to team members as needed.
- Explained charges, fees, terms of sales, and service agreements to over 52 customers daily.
- Participated in company-wide initiatives aimed at enhancing the overall customer experience.
- Collaborated with cross-functional teams to identify areas of improvement and implement effective solutions.
- Assisted in the development of training materials for new hires, streamlining onboarding processes and reducing time-to-productivity ratios.
- Maintained accurate records of customer interactions, tracking trends and identifying opportunities for improvement.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Kept accurate records to document customer service actions and discussions.
Education
High school diploma -
Cedar Grove High School
Ellenwood, GA05.2005
Skills
- Mortgage Servicing
- Escrow
- Credit Analysis
- Debt Negotiation
- Negotiation
- Analysis skills
- Dispute Resolution
- Data Entry
- Problem-solving abilities
- Claims Processing
- Staff Training and Development
- Strategic Planning
- Effective Communication
- Documentation and Recordkeeping
- Analytical and Critical Thinking
- Account Monitoring
- Fair Debt Collections Practices
- Goals and performance
- New Hire Training
Timeline
Senior Collection Specialist
Shellpoint Mortgage Servicing
2019.04 - Current
Home Lending Advisor II
JPMorgan Chase & Co
2016.09 - 2019.05
Senior Health Benefits Advisor
UnitedHealth Group
2012.04 - 2016.08
Customer Service Coordinator II
Verizon Wireless
2008.05 - 2012.04
High school diploma -
Cedar Grove High School
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