Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

Heather Smith

Saint Paul,MO

Summary

Experienced customer support specialist with exceptional teamwork, leadership, and communication skills. Demonstrated ability to work on large-scale projects and handle daily operational requests over a span of 20 years. Possesses exceptional technical understanding to meet project deadlines. Highly skilled in planning, organization, and communication. Self-reliant in performing analysis and making recommendations. Adept in data modeling and client management. Known for organizational and dependable nature, successfully managing multiple priorities with a positive attitude. Willing to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills, capable of handling multiple projects simultaneously with a high degree of accuracy. Hardworking and passionate to learn new processes and eager to secure any level position and contribute to the team's success in achieving company goals.

Overview

24
24
years of professional experience

Work History

Technical Writting Specialist

Citi
12.2023 - 04.2024
  • Improved company efficiency with the development of key performance indicators and tracking metrics.
  • Nurtured strong working relationships with clients, ensuring their needs were met while exceeding expectations on deliverables.
  • Analyzed data to identify root causes of problems and recommend corrective actions.
  • Collaborated with stakeholders to identify business needs and data sources.
  • Developed comprehensive risk management strategies to minimize potential losses and safeguard business interests.
  • Collaborated with cross-functional teams to identify areas of improvement, leading to increased operational effectiveness.
  • Improved team collaboration by initiating regular strategy meetings.

Vendor Management Specialist AVP

Citi
09.2018 - 12.2023
  • Streamlined vendor management processes by implementing efficient record-keeping and tracking systems.
  • Reduced procurement costs with thorough market research and strategic negotiations.
  • Improved supplier performance by conducting regular evaluations and providing constructive feedback.
  • Developed strong relationships with key vendors, resulting in improved communication and better deals.
  • Implemented risk mitigation strategies, reducing potential issues with suppliers and maintaining business continuity.
  • Enhanced contract compliance by closely monitoring vendor activities and addressing any discrepancies promptly.
  • Managed a diverse portfolio of vendors, ensuring timely delivery of products and services within budget constraints.
  • Analyzed spending patterns to identify opportunities for consolidating purchases and leveraging economies of scale.
  • Established clear performance metrics for assessing vendor value, driving continuous improvement in supplier relations and outcomes.

Modification Assistance Team (SPOC)

Citi
09.2015 - 09.2018
  • Manage 100+ customer files per month
  • Works directly with internal and external clients and attorneys, gathering specific documents needed for assistance programs.
  • Managed a high volume of cases simultaneously, maintaining organization and ensuring timely completion of tasks.
  • Expedited the modification approval process by collaborating closely with underwriters and other team members.
  • Work with underwriters' to ensure situations for borrowers equal best results.
  • Enhanced client satisfaction by efficiently processing modification requests and providing timely updates.
  • Achieved faster turnaround times for loan modifications by streamlining workflows and prioritizing tasks.
  • Reduced errors in documentation by meticulously reviewing and verifying all submitted information.
  • Improved customer service ratings with prompt communication, addressing inquiries, and resolving issues professionally.

Default Loss Mitigation Specialist

Citi
01.2012 - 09.2015
  • Resolve complex issues regarding past due payments while minimizing company losses.
  • Enhanced borrower retention rates by developing personalized action plans aimed at addressing individual financial needs and capabilities.
  • Document customer accounts in detail with summaries explaining reason for default and resolution possibilities.
  • Managed a high-volume caseload of at-risk borrowers, successfully negotiating mutually beneficial repayment solutions.
  • Reduced delinquency rates by implementing effective loss mitigation strategies and closely monitoring portfolio performance.
  • Improved client satisfaction levels by providing prompt and efficient assistance in resolving financial challenges.
  • Conducted comprehensive loan reviews, identifying opportunities for modifications and alternative repayment plans.
  • Coordinated foreclosure prevention efforts, facilitating timely communication between borrowers, lenders, and legal counsel.
  • Remained updated with latest information related to mortgage products and services being offered.
  • Prevented unnecessary foreclosures by effectively communicating available options to borrowers and guiding them through the loss mitigation process.

Collections Account Manager

Client Services Inc.
11.1999 - 07.2009
  • Reduced overdue accounts by implementing strategic collection techniques and maintaining consistent communication with clients.
  • Improved cash flow by prioritizing high-risk accounts and negotiating mutually beneficial payment plans.
  • Streamlined collection processes for increased efficiency, resulting in a higher success rate of collecting outstanding debts.
  • Maintained strong client relationships through effective communication and empathetic negotiation skills, fostering a positive experience during difficult financial situations.
  • Collect on high profile receivables for Citibank and Chase
  • Maintain compliance with state and federal collection laws
  • Work in both individual and team roles
  • Managed account portfolio effectively, ensuring accurate record-keeping and timely follow-ups on outstanding balances.

Education

High School Diploma -

Francis Howell North High School
05.1998

Skills

  • Client management
  • Knowledge of business operations
  • Client Relationship Management
  • Cost-benefit analysis
  • Regulatory Compliance
  • Process enhancement
  • Risk Mitigation
  • Customer relations
  • Expert problem solving
  • Analytical thinking
  • Vendor relations

Accomplishments

  • Managed 1 employee on my team.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Languages

English
Full Professional

Timeline

Technical Writting Specialist

Citi
12.2023 - 04.2024

Vendor Management Specialist AVP

Citi
09.2018 - 12.2023

Modification Assistance Team (SPOC)

Citi
09.2015 - 09.2018

Default Loss Mitigation Specialist

Citi
01.2012 - 09.2015

Collections Account Manager

Client Services Inc.
11.1999 - 07.2009

High School Diploma -

Francis Howell North High School

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