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.