Keyara Elledge
Chandler,AZ
Summary
Motivated Team Lead with strong leadership and planning abilities. Committed to delivering high-quality work on tight schedules. Skilled in monitoring, training, and motivating employees to improve skills and meet demanding metrics. Proven track record of developing and managing successful teams through proactive training and issue management.
Overview
11
11
years of professional experience
Work History
Home Solutions Team Lead
Nationstar Mortgage DBA MrCooper
Chandler , AZ
02.2024 - Current
- Developed two teams with relevant processes and procedures, from customer service to loss mitigation.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Aided in the development of upcoming projects, initiatives, and goals alongside manager.
- Delivered guidance and leadership to team members via coaching, chat or call calibrations.
- Identified avenues for enhancing the call flow process to maximize the agent and customer experience.
- Motivated staff through positive reinforcement techniques.
- Fostered positive employee relationships through communication, training, and development coaching.
- Displayed strong telephone etiquette, effectively handling difficult calls.
Home Solutions Specialist /SPOC
Nationstar mortgage DBA Mr.Cooper
Chandler , AZ
11.2021 - 01.2024
- Acted as the primary liaison to maintain regular contact with distressed homeowners in order to explore alternative solutions for avoiding foreclosure.
- Successfully managed a pipeline of accounts, resulting in a decrease in departmental delinquency.
- Educated homeowners on available options for bringing loans current and emphasized the significance of account maintenance after receiving assistance.
- Shared knowledge and provided advice for structuring challenging conversations to support team members.
- Consistently achieved top performance every month by meeting all required metrics, while continuously seeking opportunities to enhance industry knowledge.
Licensed MLO
AmeriSave Mortgage Corporation
07.2020 - 10.2021
- Reviewed mortgage documents to identify optimal loan options
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Identified needs of customers promptly and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
- Maintained updated knowledge through continuing education and advanced training.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
Home Advisor / MLO
Mr.Cooper/NationStar Mortgage
07.2017 - 06.2020
- Reviewed client mortgages to identify areas for loan enhancement, collaborating with clients to recommend appropriate actions
- Evaluated various options to recommend ideal products tailored to individual customer needs and affordability.
- Documented accurate records of client interactions alongside project progress reports.
- Assisted clients in making informed decisions by educating them on various mortgage options available as well as prevailing market trends.
Leasing Agent
Virtu Property Management
04.2016 - 07.2017
- Research and compare other properties for marketing strategies and competition evaluation
- Present property for lease to prospective tenants highlighting features that best meet each tenants interests or needs
- Maintain knowledge of area and property to answer all questions by tenants
- Negotiate lease contracts including rental rates, contract terms, and community rules
- Collect rent from tenants making deposits for business and other bookkeeping tasks
- Confirming rental applicant data and references for each tenant including credit check and criminal background checks
- Set appointments for property tours with potential tenants
- Record keeping, making copies of documents, and maintaining rental office
- Communicate with other leasing agents, management, and maintenance for property
- Assist with new hire training for leasing agents by shadowing and mentoring through first 90 days.
Leasing Agent
Grigio Tempe Town Lake
07.2013 - 06.2014
- Research and compare other properties for marketing strategies and competition evaluation
- Present property for lease to prospective tenants highlighting features that best meet each tenants interests or needs
- Maintain knowledge of area and property to answer all questions by tenants
- Negotiate lease contracts including rental rates, contract terms, and community rules
- Collect rent from tenants making deposits for business and other bookkeeping tasks
- Confirming rental applicant data and references for each tenant including credit check and criminal background checks
- Set appointments for property tours with potential tenants
- Record keeping, making copies of documents, and maintaining rental office
- Communicate with other leasing agents, management, and maintenance for property
- Assist with new hire training for leasing agents by shadowing and mentoring through first 90 days.
Education
High School Diploma -
Maricopa High School
Maricopa, CA05-2012
Skills
- Trend tracking
- Performance monitoring
- Schedule Management
- Performance Improvement
- Employee engagement
- Coaching and Mentoring
- Developing training materials
- Communicate with legal representatives
- Understanding of call center SLA
- Audit reviewing
- Presenting Call Calibrations
Nmls
1853523
References
Personal and professional references are available upon request.
Timeline
Home Solutions Team Lead
Nationstar Mortgage DBA MrCooper
02.2024 - Current
Home Solutions Specialist /SPOC
Nationstar mortgage DBA Mr.Cooper
11.2021 - 01.2024
Licensed MLO
AmeriSave Mortgage Corporation
07.2020 - 10.2021
Home Advisor / MLO
Mr.Cooper/NationStar Mortgage
07.2017 - 06.2020
Leasing Agent
Virtu Property Management
04.2016 - 07.2017
Leasing Agent
Grigio Tempe Town Lake
07.2013 - 06.2014
High School Diploma -
Maricopa High School
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