Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Leah Havely

Glendale,AZ

Summary

Leveraging 10 + years of customer experience -

A energetic skilled professional with a

strong emphasis on developing and implementing process improvements to support company growth. Excellent interpersonal and communication skills, a strong work ethic, and the ability to operate under pressure while maintaining high levels of service. Im passionate about creating organizational success and bettering reputation through serving customers in a truly memorable way.

Overview

10
10
years of professional experience

Work History

Loan Operations Associate Level III

Solar Mosaic
06.2019 - Current
  • Evaluated loan requests and documents to verify accuracy and completeness.
  • Assisted customers with completing loan applications and other paperwork.
  • Supervised loan personnel and motivated to maintain customer service and performance standards.
  • Monitored pipelines to track and log status of loans.
  • Developed and maintained relationships with customers, lenders and other third parties.
  • Facilitated strategic meetings & lead call calibration sessions with management & Team leads to rate and discuss customer service calls to ensure top performance.
  • Act as an ongoing point of reference in attending to escalated issues/calls that personnel are unable to resolve.
  • Complete over 100 call quality score cards per month for customer service reps who over see loan assumptions and Lien Terminations.
  • Train reps to ensure they have the necessary skills and expertise to successfully execute their respective duties.
  • Set attainable goals and track KPI'S such as call volume, Average handle time, and CSAT scores.

Mortgage Collections Specialist

Chase Bank JP Morgan
08.2014 - 01.2019
  • Contacted customers to discuss past-due accounts and negotiated payment plans.
  • Responded to customer inquiries and provided detailed account information.
  • Maintained accurate records of customer accounts, payments and payment plans.
  • Entered client details and notes into system for interdepartmental access and review.
  • Worked with customer to create debt repayment plan based on current financial condition.
  • Researched billing errors and discrepancies to initiate corrective action.
  • Established relationships with customers to encourage payment of delinquent accounts.
  • Processed debtor payments and updated accounts to reflect new balance.
  • Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers.

Medicare Customer Service Representative

General Dynamics
07.2013 - 08.2014
  • Delivered prompt service to prioritize customer needs.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of Medicare insurance services and creating welcoming, positive experiences.
  • Responded proactively and positively to rapid change.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Maintained up-to-date knowledge of product and service changes.

Education

Key Boarding/General Studies

Glendale Community College
Glendale, AZ

Medical Assisting

The Bryman School of Arizona
Phoenix, AZ
05.2009

High School Diploma -

Life Skills Center Of Arizona
Phoenix, AZ
05.2008

Skills

  • Team Management
  • Customer Satisfaction
  • Training and Development
  • Conflict Resolution
  • Metrics Reporting
  • Process Optimization
  • Data Entry
  • Decision-Making
  • Process Improvement

Additional Information

Software - Excel, Word, Powerpoint, Microsoft Office, Salesforce, Outlook, Microsoft Teams, Slack, Google Meets/Zoom

Timeline

Loan Operations Associate Level III

Solar Mosaic
06.2019 - Current

Mortgage Collections Specialist

Chase Bank JP Morgan
08.2014 - 01.2019

Medicare Customer Service Representative

General Dynamics
07.2013 - 08.2014

Key Boarding/General Studies

Glendale Community College

Medical Assisting

The Bryman School of Arizona

High School Diploma -

Life Skills Center Of Arizona

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Leah Havely