Accomplished Customer Service Manager with a proven track record at Mr. Cooper Mortgage, enhancing customer satisfaction and loyalty through effective complaint resolution and staff training. Skilled in team leadership, I excel in optimizing service processes and mentoring teams to exceed quality service goals by 30%. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
16
16
years of professional experience
Work History
Customer Service Manager
Mr. Cooper Mortgage
05.2017 - 07.2024
Followed through with customer requests to resolve problems.
Took ownership of customer issues and followed problems through to resolution.
Collaborated with upper management to improve customer service processes and support structures company-wide.
Controlled resources and utilized assets to achieve qualitative and quantitative targets.
Researched and corrected customer concerns to promote company loyalty.
Kept accurate records to document customer service actions and discussions.
Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Patient Care Technician
Good Shepard Medical Center
10.2008 - 01.2013
Maximized patient satisfaction by helping individuals carry out personal tasks such as dressing and walking.
Helped patients maintain healthy skin by checking wounds, assessing integrity, and bathing bedbound individuals.
Organized and replenished unit supplies to maintain team readiness for expected demands.
Answered patient assistance calls, assessed needs, and offered qualified support.
Obtained patient vital signs and reported results to staff nurse or physician, noting changes from prior measurements.
Collected and transported specimens to prepare for lab testing.
Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
Educated patients and families on proper care and treatment to facilitate successful home care.
Applied oxygen via nasal cannula, simple masks and nebulizer masks under direction of nurse in charge.
Maintained clean and safe environment to promote patient safety and comfort.
Used principles of growth and development to provide age-specific treatment and care.
Transported patients between rooms and appointments or testing locations.
Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
Followed directions of licensed nurses to administer medications and treatments.
Facilitated personal hygiene management, feeding and ambulation.
Upheld infection control and prevention policies across different patient-facing areas.
Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
Helped patients complete range of motion exercises to prevent loss of function during care.
MASTER SERVICING HIGH RISK ANALYST II at Mr. Cooper Mortgage/Nationstar MortgageMASTER SERVICING HIGH RISK ANALYST II at Mr. Cooper Mortgage/Nationstar Mortgage