Summary
Overview
Work History
Education
Skills
Timeline
Generic

Julie Nakai

Tempe

Summary

Dedicated and adaptable professional with a proactive attitude, and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.

Overview

10
10
years of professional experience

Work History

Dedicated Services Supervisor

Shellpoint Mortgage Servicing
Tempe
07.2024 - Current
  • Supervised daily operations to ensure efficient workflow among team members.
  • Trained new employees on safety protocols and operational standards.
  • Coordinated staff schedules to optimize resource allocation and coverage.
  • Conducted performance evaluations and provided constructive feedback to team members.
  • Communicated with upper management regarding operational challenges and updates.
  • Provided guidance and direction to subordinates regarding job duties and responsibilities.
  • Directed and supervised team of 10 employees in daily operations.
  • Monitored employee productivity to provide constructive feedback and coaching.
  • Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.

Customer Assistance Collector /Customer Care Supervisor

Computershare/SLS merged with Shellpoint
Tempe
03.2015 - 07.2024
  • Communicated with clients to negotiate payment arrangements and resolve disputes.
  • Assisted team in developing strategies to improve collection processes.
  • Trained new staff on collection procedures and company protocols.
  • Maintained knowledge of industry regulations affecting collections practices.
  • Remained calm, stayed professional, and provided exceptional service on calls, even when interacting with difficult individuals.
  • Analyzed customer payment histories to determine eligibility for special payment plans or discounts.
  • Processed payments over phone and set up recurring drafts.
  • Reached out to customer to pursue payments, remind of obligations, and discuss default procedures.
  • Assisted customers with inquiries regarding billing statements and account status.
  • Met demands of busy collections group by performing high volume of daily calls.

Education

Bachelor of Science - Criminal Justice & Criminology

Arizona State University
Tempe, Arizona

Skills

  • Operational coordination
  • Customer negotiation
  • Collections process
  • Resource allocation

Timeline

Dedicated Services Supervisor

Shellpoint Mortgage Servicing
07.2024 - Current

Customer Assistance Collector /Customer Care Supervisor

Computershare/SLS merged with Shellpoint
03.2015 - 07.2024

Bachelor of Science - Criminal Justice & Criminology

Arizona State University

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