John Catón
Frisco,Texas
Summary
Dynamic, enthusiastic, quality-driven professional with a proven track record of exceptional customer service and negotiation skills. 15-year results driven leader with extensive customer service experience, specializing in collections, loss mitigation, mortgage servicing, quality improvement and asset recovery. Significant hands-on experience in developing highly successful customer service strategies and implementing cost-saving initiatives. Highly motivated, self-starter, positive attitude and ability to perform in a rapidly changing and fast-paced environment.
Overview
20
20
years of professional experience
1
1
Certification
Work History
HOME SOLUTION BILLINGUAL – BK-SPOC-(Remote)
MR COOPER/NATIONSTAR MORTGAGE LLC
01.2017 - Current
- Managed diverse portfolio of over 2,000+ investor loans, including FHA, VA, Conventional, Fannie Mae and Freddie Mac, leveraging significant industry knowledge.
- . Established strong reputation for our company as trusted provider of innovative, reliable, and cost-effective home solutions.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Applied effective time management techniques to meet tight deadlines.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Established strong reputation for our company as trusted provider of innovative, reliable, and cost-effective home solutions.
LOSS MITIGATION SPECIAL SERVICING /INVESTOR LOANS- MANAGER
MR COOPER
01.2013 - 01.2017
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Drove operational efficiency through data-driven decision-making processes, leveraging analytics tools for informed strategy development.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established robust risk mitigation strategies to safeguard against potential operational challenges or disruptions.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Managed approximately 50 incoming call, email and faxes per day from customers.
LOSS MITIGATION - ANALYST
U.S DEPARTMENT OF HOUSING AND URBAN DEVELOPMENT
01.2012 - 01.2013
- Addressed escalated borrower concerns with diplomacy and tact, resolving issues efficiently while maintaining positive relationships.
- Explained legal aspects of loan to borrower, as well as payment terms and clauses.
- Provided support during times of high volume or staffing shortages by assisting colleagues with their workload as needed.
- Obtained & Government Security Clearance)- Project support tracking thousands of distress mortgagor complaints with lenders who fail to assist with home retention options at the HUD's National Servicing Center.
- Conducted ongoing reviews of existing loans under loss mitigation plans to ensure continued compliance with agreed-upon terms.
QUALITY ASSURANCE MANAGER
GO FINANCIAL
01.2009 - 01.2012
- Streamlined testing processes by introducing automated tools, increasing efficiency and reducing errors.
- Played a crucial role in refining company manufacturing practices by providing expert guidance on regulatory compliance matters.
- Developed quality planning for multiple new product launches by verifying customer requirements and implementing in design and production.
- Championed a customer-focused mindset across the organization by emphasizing the importance of consistently delivering high-quality products and services.
- Improved customer satisfaction ratings through meticulous attention to detail and consistent quality control measures.
- Mangene'd 200 call center calls daily across 5 call centers.
INTERNET AUTO SALES - MANAGER
CREST AUTO GROUP
01.2004 - 01.2009
- Distinguished Award-Winning Top Sales-Generated 20 million Dollars in Luxury-Auto sales during five-year tenure.
- Provided support to manufactures ensuring departments timely accurate implementations of High sales standards deliveries for Cadillac and Infinity.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Managed senior-level personnel working in marketing and sales capacities.
Education
Business Administration And Management
Our Lady of The Lake University
San Antonio, TX Artificial Intelligence Intro
COLLING COUNTY COLLEGE
Frisco, TX11.2023
Applied Statistics- Business Law- English Composition I &II- Human Relation in Admin- International Business- International Relations - Business Administration And Management
Southern New Hampshire University
Manchester, NHSkills
- Fluent Bilingual English - Spanish
- Exceptional oral and written skills
- Ability to provide excellent customer service
- Adaptable
- Effective negotiation skills
- Dependable and responsible
- Attention to Detail
- Highly Productive
- Loss Mitigation
- Working knowledge of Government Security Clearance-(HUD)
- Supervision and leadership skills
- Interpersonal Communication
- Data Management
- Microsoft Office
- Time Management
- Ability to work independently
Certification
- Certificate in Loss Mitigation Analyst, US Department of Housing and Urban Development, Oklahoma, OC, 2012
- Certificate D FHA HAMP, US Department of Housing and Urban Development, Oklahoma, OC, 2012
- Certificate of completion in FDCPA guidelines, US Department of Housing and Urban Development, Irving, TX, 2013
- Cyber Threat Awareness Certificate, Department of Defense, Oklahoma, OC, 2012, 2013
- Introduction to Artificial intelligence, Associated with Collin College, 2023
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
HOME SOLUTION BILLINGUAL – BK-SPOC-(Remote)
MR COOPER/NATIONSTAR MORTGAGE LLC
01.2017 - Current
LOSS MITIGATION SPECIAL SERVICING /INVESTOR LOANS- MANAGER
MR COOPER
01.2013 - 01.2017
LOSS MITIGATION - ANALYST
U.S DEPARTMENT OF HOUSING AND URBAN DEVELOPMENT
01.2012 - 01.2013
QUALITY ASSURANCE MANAGER
GO FINANCIAL
01.2009 - 01.2012
INTERNET AUTO SALES - MANAGER
CREST AUTO GROUP
01.2004 - 01.2009
Business Administration And Management
Our Lady of The Lake University
Artificial Intelligence Intro
COLLING COUNTY COLLEGE
Applied Statistics- Business Law- English Composition I &II- Human Relation in Admin- International Business- International Relations - Business Administration And Management
Southern New Hampshire University
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