Jillian Hampton-Brown
Norfolk,VA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
9
9
years of professional experience
Work History
Tech-Expert
T-Mobile
03.2024
- Identified customer needs and recommended wireless solutions and onboarding solutions
- Used digital tools during customer interactions and onboarding, and provided a good customer experience to build loyalty
- Met performance targets, such as sales, customer experience, and quality of sale metrics.
Remote
Simplisafe
03.2023 - 02.2024
- Provided top-tier monitoring support to all customers with a goal of every home secure
- Received and responded to multiple emergency and non-emergency alarms calls from customers and authority agencies
- Asked questions to interpret, analyze and anticipate the caller’s situation to resolve problems, provide information, dispatch emergency services, or refer callers to other point of contacts
- Entered clear and concise data in computer system database to maintain logs and records of calls, activities and other account information
- Dispatched and coordinated the responses of public safety agencies according to company standard operating procedures
- Stayed abreast of company policy changes and updates with training material within the dispatcher role
- Obtained multiple state regulatory licensing during the new hire training program and participated in all required renewal trainings to maintain multiple state regulatory licenses.
Loss Mitigation Single Point Of Contact
Wells Fargo
07.2021 - 07.2023
- The Loss Mitigation Single Point of Contact (SPOC) Manager has direct responsibility for the oversight of the daily functions of the SPOC team within loss mitigation
- Responsibilities included pipeline management, training and coaching employees, coordinating and monitoring the performance of the staff and providing feedback to management
- The SPOC Supervisor is also responsible for ensuring that all applicable loss mitigation metrics are met
- Managed a team of 19 remote Single Point of Contact representatives
- Supervised the daily operation of the Single Point of Contact team, ensuring compliance with default servicing operations policies and procedures and all applicable regulatory and investor/insurer guidelines
- Monitored inbound call production and performance results
- Ensured staff stays within defined production expectations (e.g., calls per hour, talk time, quality, etc.) Effectively managed department work queues, ensuring they are up to date, and systems of records were being documented to include all consumer contact, requests for activity from other business units and the next steps in loss mitigation and foreclosure process
- Avid user of Genesys and Nice
- Salesforce, G-Suite, Zendesk and Slack provided direction to Loss Mitigation Specialists on department goals; monitored agents to confirm meeting expectations on calls, addressed gaps in performance immediately
- Held daily team huddles to review changes, answer questions and provided updates
- Delivered regular 1:1s with representatives to discuss performance and to develop and reinforce skills Requires an in-depth knowledge of Fair Debt Collection Practices Act (FDCPA), as well as Fair Lending and Fair Housing Acts and any other related state or federal mortgage loan servicing requirement, including knowledge of related bankruptcy laws
- Recommended and implemented changes in procedures
- Partnered with internal business partners to actively assist mortgagors in foreclosure avoidance, to include identifying customers for all loss mitigation products available.
Sr Loan Operations Support
Capital One
09.2020 - 07.2021
- Reviewed complex loan documents, initiated, and lead deal closing calls that include internal and external deal team members and counsel
- Ensured documentation accurately reflects the intentions of the credit approval
- Ensure transactions are closed in compliance with the Bank’s loan policy and any other requirements designated by the credit approval
- Managed a portfolio of the clients
- Spearheaded training, communication of best practices, and change management
- Identified, tracked, and improved the status of each personal client
- Collaborate internally across departments Marketing and Product, to advocate for business needs for perspective clients
- Worked with Relationship Manager/Underwriter to understand the transaction and make sure that all relevant documentation is obtained for a timely closing
- Liaise and coordinate pre-closing requirements with internal and external clients (Underwriter, Relationship Manager, Syndication Desk, Borrowers, Lenders) Demonstrates ability to balance required regulatory and policy requirements when making decisions
- Remained current on all pending and proposed regulatory changes affecting compliance
- Resolved issues that might impede closing and use judgement to involve the manager and internal counsel when required
- Completed post-closing steps to ensure that all necessary documentation is received by downstream partners
- Monitored and cleared loan exceptions; responded to audit requests
- Booked and funded new loans and related activities in loan accounting system
- Perform process quality reviews of work such as cash break analysis and comprehensive testing of system enhancements
- Developed, designed, and followed inter-departmental controls and risk reducing processes
- Prepare and submit periodic departmental, team, and metric reports
- Maintained accuracy and customer satisfaction as the singular priority.
IT Supervisor
Wells Fargo
10.2018 - 09.2020
- Supervised and led a team of more than 15 IT specialists responsible furnishing expert technical support to 5000+ users and 1000 devices throughout the network
- Research, identify and appraise emerging technologies, hardware, and software to provide strategic recommendations for continuous improvements
- Contribute to the successful delivery of large-scale company projects, such as computer system upgrades and office365 migration within the specified timeline and budget by collaborating with the technical teams
- Manage the annual budget for IT projects by keeping track of all expenditures to ensure alignment with budgetary limits
- Negotiate with client vendors to reach mutually beneficial deals, reducing costs by 15%.
Technician Support Specialist II
Wells Fargo
10.2016 - 10.2018
- Handled support tickets with software and hardware vendors, evaluated, determined root cause, collaborated with internal and external technical support to ensure 100% problem resolution
- Resolved technical issues and maintenance of STBs and LNBs of online customer service customers
- Diagnosed successfully and resolved hardware and software issues on user workstation and on server
- Worked within budget specifications while able to continuously improve the existing systems.
Customer Service Banker
Wells Fargo
Glen Allen
07.2015 - 10.2016
- Troubleshoots and administers all electronic banking products including ATM, debit and credit cards, online wires, bank to bank transfers and online bill paying services
- Responds to all customer inquiries regarding the bank’s electronic banking products
- Spearheaded instructions and pre-established guidelines to perform the functions of the job
- Services 50-150 customers daily with technical issues over the phone
- Resolves product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment, following up to ensure resolution
- Recognized for having 100% Customer Experience Surveys consecutively
- Nominated for Quality Excellence Several times.
Education
Communications -
Norfolk State University
01.2015
Skills
- Friendly, Positive Attitude
- Teamwork and Collaboration
- Customer Service
- Problem-Solving
- Flexible and Adaptable
- Excellent Communication
- Critical Thinking
- Problem Resolution
- Organization and Time Management
Timeline
Tech-Expert
T-Mobile
03.2024
Remote
Simplisafe
03.2023 - 02.2024
Loss Mitigation Single Point Of Contact
Wells Fargo
07.2021 - 07.2023
Sr Loan Operations Support
Capital One
09.2020 - 07.2021
IT Supervisor
Wells Fargo
10.2018 - 09.2020
Technician Support Specialist II
Wells Fargo
10.2016 - 10.2018
Customer Service Banker
Wells Fargo
07.2015 - 10.2016
Communications -
Norfolk State University