Summary
Overview
Work History
Education
Skills
Timeline
Generic

Kimberly Bratton

Brookshire

Summary

Adept at utilizing field experience and personal strengths to resolve conflicts, meet customer needs and build loyalty. Talented communicator and relationship-builder with good multitasking, critical thinking, and problem-solving skills.

Overview

18
18
years of professional experience

Work History

Assistant Call Center Manager

Houston Federal Credit Union
Sugarland
01.2023 - Current
  • Provide technical support for Call Center Advocates when necessary.
  • Review Call Center Advocates calls weekly to ensure excellent member service.
  • Coach and Train Call Center Advocates
  • Prepare Call Center Reports for Senior Management
  • Implemented strategies to enhance member service satisfaction and loyalty.
  • Implemented strategies to enhance customer satisfaction and loyalty.
  • Developed incentive programs to motivate staff and increase team performance.
  • Resolve any escalated issues in a timely manner while maintaining high levels of professionalism
  • Conduct weekly Team Meetings with Team Leads and Call Center Advocates
  • Monitor team performance metrics such as average handle time, number of calls handled, and Quality Assurance scores.

Customer Advocate

Freedom Mortgage Corporation
Remote
02.2021 - 11.2022
  • Make welcome calls for new conventional cash out refinance loans
  • Collects borrowers requested documentation and submits information to be reviewed
  • Managed communication both verbally and in writing between loan officers, underwriters, and clients to ensure timely processing.
  • Upheld compliance with privacy and security requirements.
  • Contacted outside sources, references and vendors to verify client financial information.
  • Reviewed loan applications and verified accuracy of borrower information.

Branch Supervisor/Recovery Specialist

Florida State University Credit Union
Tallahassee
09.2013 - 01.2021
  • Encouraged employee development through training, coaching and motivational strategies.
  • Guided employees in handling difficult or complex problems.
  • Conducted regular team meetings to discuss member service issues and set goals for the branch
  • Managed day-to-day operations such as scheduling shifts for employees and ordering supplies.
  • Participated in subordinates' tasks to facilitate productivity or help overcome difficulties.
  • Established performance standards, monitored employee productivity, and provided feedback on performance.
  • Managed Tellers and Lender
  • Closed loans.
  • Notarized Documents
  • Collected on charged off accounts
  • Prepared Lawsuits for Court
  • Attended Court

Mortgage Loan Processor

Wells Fargo Mortgage
Tallahassee
01.2013 - 07.2013
  • Provided effective communication and a working relationship with clients, vendors, management, and co-workers.
  • Order Title Commitments, Flood Determinations, Insurance, and other pre-closing items.
  • Ensure all loan documents are accurate before sending file to Review Team.

Teller Supervisor /Direct Banker II

Capital City Bank
Tallahassee
02.2007 - 01.2013
  • Leveraged customer service and sales abilities to consistently meet performance goals.
  • Promoted a culture of teamwork and continuous improvement among teller staff.
  • Conducted regular audits of teller drawers and bank vault to ensure compliance with regulatory requirements.
  • Participated in hiring and performance evaluation processes for teller staff.
  • Received and counted daily inventories of cash, drafts and checks.
  • Reviewed loan agreements to confirm completeness and accuracy.
  • Maintained up-to-date knowledge of relevant laws governing consumer lending regulations.
  • Verified client financial information to determine creditworthiness and loan eligibility.
  • Delivered high levels of customer service to facilitate smooth processes.

Education

High School Diploma -

Lincoln High School
Tallahassee, FL
06-1993

Skills

  • Team Performance Management
  • Technical support
  • Process improvement
  • Team collaboration
  • Coaching and mentoring
  • Cross-selling
  • Problem-solving
  • Interpersonal communication

Timeline

Assistant Call Center Manager

Houston Federal Credit Union
01.2023 - Current

Customer Advocate

Freedom Mortgage Corporation
02.2021 - 11.2022

Branch Supervisor/Recovery Specialist

Florida State University Credit Union
09.2013 - 01.2021

Mortgage Loan Processor

Wells Fargo Mortgage
01.2013 - 07.2013

Teller Supervisor /Direct Banker II

Capital City Bank
02.2007 - 01.2013

High School Diploma -

Lincoln High School
Kimberly Bratton