Lena Caldwell
Charlotte,NC
Summary
Motivated professional that adds value to any organization. Outgoing and friendly with strong drive to succeed.
Overview
23
23
years of professional experience
Work History
Substitute Teacher
Charlotte Mecklenburg Schools
Charlotte, NC
02.2023 - Current
- Temporary educator who is responsible for operating a safe, orderly and positive classroom environment while the regular classroom teacher is absent.
- Manage the classroom and provide instruction for students following the regular teacher's lesson plans.
- Encouraged positive behavior among students through effective communication techniques.
- Enforced classroom routines to keep students on schedule and operating at consistent level.
Quality Assurance Agent
Mueller Reports
Tonawanda, NY
06.2023 - 12.2023
- Reviewed reports of residential homes submitted by our property inspection team. ensured the accuracy and integrity of reports by adhering to established review procedures.
DCS- Provider
Array of Bright Beginnings
Gastonia, NC
2023.02 - 2023.08
- Assist individuals with developmental disabilities or special needs in their daily activities, promoting independence, and facilitating community integration.
- Provided a safe supportive and inclusive environment to enhance the overall quality of life for the individuals under care.
- Attended weekly conference calls with social worker, therapist and caregiver to review action plans and goals.
Quality Assurance Analyst
KELLER MORTGAGE
DUBLIN, OH
10.2019 - 05.2022
- Primary responsible for review of files and all items pertaining to loan; file assets, income, collateral, and other loan docs for underwriting guidelines and investor
- Look for evidence of fraud
- Communicate conditions to team based on above review of the loan file
- Gather and provide documentation for QA items listed as a result of external audit
- Corrects or have corrected all documentation and or system deficiencies required per approved checklist to ensure successful delivery of closed loan to agency or investor posting funding
- Partner with title company to either re-record or correct errors from investor's QA process
- Systems - Encompass Sharepoint
Quality Analyst
BANK OF AMERICA
CHARLOTTE, NC
02.2016 - 06.2019
- Monitor and evaluate the quality of inbound and/or outbound calls
- Review loan files for completeness and accuracy
- Analyze documents, mortgage applications, credit history and scores, income documents, title documents, appraisals and all applicable compliance documents
- Evaluate debt ratio, loan-to-value ratios
- Document quality and performance issues to assist with feedback to coach individuals
- Identify portfolio risk of regulatory requirements, bank policies, programs and procedures
- Maintained quality assurance procedure documentation.
Customer Relationship Manager
BANK OF AMERICA
Charlotte, NC
06.2012 - 08.2014
- Liaison between Homeowner and Underwriter
- Document validation, income calculations
- Analyzing requests in accordance with established guidelines to determine appropriate courses of action such as Collections, Repayment plans, Special Forbearance, Modifications, Short Sales, and/or Foreclosure
- Investors VA, FHA, Conventional USDA
- Systems - Encompass Sharepoint
Loss Mitigation Specialist
ROUNDPOINT MORTGAGE
Charlotte, NC
02.2009 - 06.2012
- Analyze financial information provided by customers in accordance with established guidelines set by Investor
- Ordered and Reviewed Title Reports to resolve Lien issues, Credit Reports and Brokers Price Opinions
- 1099 Year End Report, ordered reinstatement and payoff statements
- PMI and MIP Insurance
- Investors VA, FHA, FANNIE MAE FREDDIE MAC
Loan Adjuster Specialty Resolution Team
WELLS FARGO HOME MORTGAGE
Charlotte, NC
10.2000 - 02.2009
- Handled complaints from Realtor and Borrowers and tracked progress by Negotiator
- Liquidation Team (Negotiator) – Processed Short Sales for FHA and Freddie Mac investors
- Modifications
Education
Some College (No Degree) - Business Fundamentals
Strayer University
Skills
- Customer Relations
- Positive and Professional
- Customer Relationship Management (CRM)
- Customer Service
Timeline
Quality Assurance Agent
Mueller Reports
06.2023 - 12.2023
Substitute Teacher
Charlotte Mecklenburg Schools
02.2023 - Current
DCS- Provider
Array of Bright Beginnings
2023.02 - 2023.08
Quality Assurance Analyst
KELLER MORTGAGE
10.2019 - 05.2022
Quality Analyst
BANK OF AMERICA
02.2016 - 06.2019
Customer Relationship Manager
BANK OF AMERICA
06.2012 - 08.2014
Loss Mitigation Specialist
ROUNDPOINT MORTGAGE
02.2009 - 06.2012
Loan Adjuster Specialty Resolution Team
WELLS FARGO HOME MORTGAGE
10.2000 - 02.2009
Some College (No Degree) - Business Fundamentals
Strayer University