Karla Lee
Princeton
Summary
Seeking the Operations Associate position for Fannie Mae.
Professional associate with extensive expertise in compliance, customer service, and quality control, gained over a decade in diverse roles. Demonstrates exceptional skills in problem-solving, process improvement, and international business, ensuring meticulous adherence to industry standards. Committed to leveraging analytical capabilities and training proficiency to drive operational excellence, and enhance organizational effectiveness.
Overview
10
10
years of professional experience
Work History
WPM Program Auditor
Lee Global
06.2023 - Current
- Administers monthly ISPM-15 program compliance audits and certifications in the DFW area to prevent the global spread of harmful microscopic organism in wood packaging material (WPM)
- Provides training on WPM exportation adherence to manufacturers and shippers for ensuring compliance on pallets, crates, and specialized wood packaging
- Ensures timely inspections and essential documentation are up to date to guarantee compliance with USDA and American Lumber Standard Committee requirements under IPPC regulations
- Records and reports irregularities, non-conformance and incorrect stamp markings to customers and home office for follow-up inspections or program disciplinary actions
Customer Service Associate
Mr. Cooper Home Mortgage Company
09.2020 - 06.2023
- Compares and evaluates possible customer service solutions and decides which to recommend to customers to best meet their needs and circumstances
- Timely and accurate processing of payoff statement quotes, including prepayment penalty and refund calculations
- Assists borrowers with late charge waiver, due date change, and other loan maintenance requests
- Process verifications of Mortgage for both internal and external customer
- Input data and verify information as it pertains to processing telephone draft payments
- Provide customers with information about company products and services to generate additional revenue through cross-sell/up-sell opportunities
- Properly document each customer interaction in the servicing system
- Perform loan-related mathematical equations
- Perform follow-up and research tasks to ensure problem resolution
- Adhere to operational controls, including legal, corporate, and regulatory procedures to ensure the safety and security of customer mortgage assets
Processor/Auditor
CROSBY GROUP INC
05.2019 - 01.2020
- Utilized above average organizational and auditing skills to handle inbound and outbound equipment and supplies
- Identified as a key contributor in reducing team order errors, and maintained an exceptional accuracy rating of 99% for product selection and packaging
- Trained and audited new associates to select and package orders and retrains other associates as directed by supervisor
Quality Process Auditor
SPORTS MARKETING
09.2017 - 04.2019
- Reviewed daily customer order receipts and audited customer products and packaging for accuracy
- Constructed daily inventory reports for management
- Trained associates on quality and process improvements and on defective product returns
Sr. Call Center Representative in Spanish group
PUBLIC CALL CENTER
08.2015 - 08.2018
- Generated leads and developed new client accounts through marketing to targeted customers
- Regularly achieved and exceeded weekly sales goals for our team and surpassed all customer satisfaction requirements
- Promoted several times and increased the company’s sales to many current and new customers
Education
Bachelor’s Degree - International Business Management
Catholic University of Santiago
01.2007
High School Degree -
Institute of Technical Superior Los Andes
01.2001
Skills
- Analytical capabilities
- Bilingual (Spanish/English)
- Cross-sell/ Up-sell
- Customer service
- Data verification
- Multitasking and organization
- Audit reporting
- Time management
- Team collaboration
- Client relationship management
- Attention to detail
- International business
- Inventory management
- Mortgage loan maintenance
- Problem solving
- Process improvement
- Quality control
- Compliance monitoring
- Audit planning
- Financial records review
- Quality assurance
- Critical thinking
- Issue resolution
- Ethical judgment
- Data entry experience
- Customer support
- Data analytics
- Workload prioritization
- Training and coaching
Languages
English
Spanish
Timeline
WPM Program Auditor
Lee Global
06.2023 - Current
Customer Service Associate
Mr. Cooper Home Mortgage Company
09.2020 - 06.2023
Processor/Auditor
CROSBY GROUP INC
05.2019 - 01.2020
Quality Process Auditor
SPORTS MARKETING
09.2017 - 04.2019
Sr. Call Center Representative in Spanish group
PUBLIC CALL CENTER
08.2015 - 08.2018
High School Degree -
Institute of Technical Superior Los Andes
Bachelor’s Degree - International Business Management
Catholic University of Santiago
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