LESLIE MCDONOUGH
Las Vegas,NV
Summary
Results-driven, quality-focused leader with experience delivering best-in-class customer service, organizational coordination, and technical expertise within fast-paced environments. Skilled in all aspects of quality assurance, customer satisfaction, compliance monitoring, and infallible administrative support, as evidenced by a successful background in finance-driven roles. Expertly managed multimillion-dollar wire transfers with strict accuracy and compliance. Capable of adapting to rapidly evolving operations to complete tasks within strict time and budget constraints while building strong internal relationships to achieve strategic corporate objectives.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Techin Dba AdMetricsPro
Las Vegas, NV
11.2021 - Current
- Managed and resolved approximately 100-200 customer inquiries efficiently through phone, email, and chat support per day.
- Developed and maintained comprehensive knowledge of product offerings to assist customers effectively.
- Collaborated with team members to enhance service delivery and improve customer satisfaction ratings.
- Trained new staff on customer service protocols, ensuring adherence to company standards and procedures.
Personnel Technician II
State of Nevada-DCFS
Carson City, NV
11.2020 - 11.2021
- Personnel Technician advises employees by interpreting personal regulations/policies or proposing solutions to personnel problems in accordance with the DCFS Personnel Policy and Procedures.
- Posts all recruitment's on NVAPPS, orders hiring lists and provide to hiring offices.
- Completes and/or reviews Recruitment Appoint Requests then prepare and deliver offer letters.
- Provides required paperwork for all new hire, terminations, and disciplinary actions to employee ESMT A & B’s ensures that all requisite information is provide to Payroll Liaisons and Central Records’ within 24 hours of obtaining employee signature(s).
- Ensures proper signatures and other information are on form before they are submitted for approval, process within three (3) days of receipt.
- Demonstrates effective listening, questioning and interpersonal skills.
- Consistently shows a great deal of understanding, courtesy, tact, empathy and concern when addressing others.
- Employee Recruitment, New Employee Processing and Termination Employee actions for (payroll and Central Records)
- Managed personnel records, ensuring compliance with state regulations and accuracy of information.
- Developed and implemented onboarding processes for new employees, enhancing integration into agency culture.
- Supported organizational change management efforts during company restructuring, ensuring smooth transitions for affected employees while maintaining productivity levels.
- Managed internal promotions process by identifying high-potential candidates, coordinating interviews, evaluating performance metrics, leading to improved succession planning.
- Improved employee retention rates with comprehensive onboarding programs targeted at new hires.
- Initiated and maintained personnel and employee-related files and records and established archives to support internal audits.
Administrative Assistant & Production Coordinator
Small Restoration/Mitigation Company
Poway, CA
01.2018 - 01.2020
- Deliver exceptional administrative support in all aspects of phone servicing, IT support, subcontractor scheduling, as well as issue identification and resolution.
- Develop and compile administrative binders that streamlined key processes, including emergency and preparedness procedures related to COVID-19.
- Order all office supplies, including sanitation supplies in compliance with CDC recommendation.
- Compile all financial and insurance documentation while organizing customer and employee information securely and confidentially.
- Perform payroll processing and ensure superior quality, accuracy, and integrity of all financial data and paychecks through time clock monitoring and quality assurance.
- Submit Certificates of Completion for customer signature, compile new hire documentation, as well as upload key subcontractor and insurance data in BuilderTrend software; educate new hires on BuilderTrend and Driver’s Note.
Senior Purchase Reviewer
Plaza Home Mortgage, San Diego, CA
San Diego, CA
01.2011 - 01.2017
- Oversaw training procedure design and implementation to drive regulatory compliance with company, federal, and state policies, alignment with RESPA requirements, organizational accuracy, uniformity, and personnel efficiency.
- Ensured exceptional security and strict confidentiality with sensitive customer data that played a direct role in achieving a high customer satisfaction rating.
- Successfully achieved monthly loan purchase goals valued up to $50 million over five years.
- Cultivated vendor relationships while streamlining processes for increased efficiency and volume by clearing all outstanding conditions for quick, efficient loan closure.
- Conducted in-depth Hud-1 settlement statement review for correct fees, escrows, payees, distribution of funds, and RESPA requirements, holding approval power following superior quality and accuracy.
- Evaluated mortgage applications for accuracy and compliance with federal regulations.
- Conducted thorough reviews of loan files, identifying discrepancies and ensuring documentation completeness.
- Collaborated with underwriting teams to resolve issues, enhancing workflow efficiency and turnaround time.
Education
Account I Certification -
Medical Billing & Coding Certificate -
Skills
- Administrative Coordination
- Customer Service & Satisfaction
- Account Reconciliation
- Document Management
- RESPA Compliance
- Quality Assurance & Compliance
- Sensitive & Confidential Information
- Scheduling & Planning
HONORS & AWARDS
Five Star Customer Service Award, Countrywide Home Loans, 5x winner
ADDITIONAL EXPERIENCE
- Reimbursement Specialist, Life Care Solutions
- Funder, Mortgage IT
- Funder & Funding Assistant, Countrywide Loans
Timeline
Customer Service Representative
Techin Dba AdMetricsPro
11.2021 - Current
Personnel Technician II
State of Nevada-DCFS
11.2020 - 11.2021
Administrative Assistant & Production Coordinator
Small Restoration/Mitigation Company
01.2018 - 01.2020
Senior Purchase Reviewer
Plaza Home Mortgage, San Diego, CA
01.2011 - 01.2017