Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jill Petrello

Assistant Front End Manager
Sierra Vista,AZ

Summary

Energetic results driven leader with 25 years’ experience in operations, staff development, and customer relations. Skilled in analyzing existing operations and implementing the strategies, processes, and technologies to improve productivity and efficiency. Expert in creating and documenting policies and procedures, developing and presenting training curriculum. Strong written and verbal communication skills.

Overview

54
54
years of professional experience

Work History

Trainer

01.1999

VP, Unit Manager –Underwriting/Short Sale/DIL/Mortgage Fulfillment

01.2015 - Current
  • Responsible for managing eight Managers with 100+ agents in a work from home environment, increasing productivity from 85% to 98% and maintained 95% + quality
  • Strong knowledge of all areas within the Bank of America retention process
  • Research, evaluate, escalate and resolve complaints regarding issues with loan modifications
  • Work with business partners to ensure a cohesive work environment
  • Responsible for policy updates, internal/external audits and process improvements.

Bank of America
01.2009 - Current

VP, Unit Manager

Servicing Case
01.2010 - 01.2015
  • Responsible for managing an “ownership model” loan servicing call center with 100+ agents, designed to assist customers with delinquent FHA loans, through the loan modification process from application to complete modification
  • Held Top Performance metrics for Segment in Quality, Answer Rate, Resolution Rate and
  • Schedule Adherence
  • Managed Tempe and Chandler Sites as well as Charlotte Site for 90 days during transition period.

Mortgage Servicing Team Manager

01.2009 - 01.2010
  • Improve employee satisfaction and retention by holding team meetings, providing weekly/monthly performance reviews, conducting team-building exercises and displaying energizing optimism through the Bank of America Core Values
  • Ensure daily, weekly and monthly deliverables are completed on time and accurately
  • Manage team of 20 collections associates responsible for handling associate questions, supervisor escalations, Litigation calls as well as Priority Handling Unit calls.

Risk Operations Supervisor

THINK CASH
01.2007 - 01.2009
  • Supervised Fraud, Verification and Fax departments
  • Ensured quality and customer satisfaction for team of 15 representatives and 2 team leads by effectively coaching behaviors while exceeding key performance indicators set by the company
  • Verified loan applications by reviewing applications and calling customers and their employers to validate information on the application
  • Created policy, training and metrics for a Work from Home program based on performance
  • Fraud research and analysis done daily to ensure there are no suspicious loan applications.

Attendance Supervisor

01.2004 - 01.2007
  • Managed attendance for 300+ representatives
  • Improved attendance to 96% by building effective relationships with representatives through balancing personal needs with business needs
  • Coached and developed representatives in regard to attendance through monitoring absences and tardiness; prepared and delivered corrective actions as needed
  • Led and developed five non-exempt team members
  • Instrumental in rolling out new point based attendance process in 2006.

Customer Service Representative

SPRINT PCS
01.1997 - 01.2007

Retention Supervisor

01.1997 - 01.2004
  • Ensured quality and customer satisfaction for team of 15 representatives by effectively coaching behaviors targeted at achieving one-call resolution of customer issues
  • Promoted Sprint’s philosophy for a “feedback rich” environment by coaching team members daily on achieving sales performance and attendance goals
  • Provided seamless management support for several managers during absences and vacations
  • Increased revenue while exceeding customer save rate goal by 10%.

Team Advisor Supervisor

01.2000 - 01.2001
  • Managed team of 23 Team Advisors
  • Held key role in initial startup of the team advisor program by coordinating interviews and selection of new team members
  • Created schedules for 42 team advisors and distributed them to all lines of business
  • Maintained staffing and call control for the Escalation Desk
  • Ensured quality standards and world-class customer service was met through daily call monitoring
  • Helped form a cohesive and productive team through effective communication, strategic planning and flawless execution.

Business Order Fulfillment Supervisor

01.1999 - 01.2000

Transition Desk Supervisor

01.1998 - 01.1999

Account Services Supervisor

01.1997 - 01.1998

Education

Tarrant County College District
Fort Worth, TX
01.1994

Business Management

Tarrant County Junior College

Skills

New hire training

Planning and coordination

Public speaking

Creative problem solving

Timeline

VP, Unit Manager –Underwriting/Short Sale/DIL/Mortgage Fulfillment

01.2015 - Current

VP, Unit Manager

Servicing Case
01.2010 - 01.2015

Bank of America
01.2009 - Current

Mortgage Servicing Team Manager

01.2009 - 01.2010

Risk Operations Supervisor

THINK CASH
01.2007 - 01.2009

Attendance Supervisor

01.2004 - 01.2007

Team Advisor Supervisor

01.2000 - 01.2001

Trainer

01.1999

Business Order Fulfillment Supervisor

01.1999 - 01.2000

Transition Desk Supervisor

01.1998 - 01.1999

Customer Service Representative

SPRINT PCS
01.1997 - 01.2007

Retention Supervisor

01.1997 - 01.2004

Account Services Supervisor

01.1997 - 01.1998

Tarrant County College District

Business Management

Tarrant County Junior College

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Jill PetrelloAssistant Front End Manager