Lilia Sosa
Irving
Summary
Proactive and adaptable individual with a robust background in customer service and data analysis. Recognized for strong communication and problem-solving skills, ready to leverage expertise to support audit compliance and operational excellence.
Overview
8
8
years of professional experience
Work History
Exam Management Analyst I
Mr. Cooper Mortgage
Dallas
02.2019 - Current
- Research complex loan and process-level audit findings, both internal and external, as they relate to Forward Servicing. External audits could include, but are not limited to, investors, state or multi-state entities, or any government-regulated entity, such as the CFPB.
- Formulates the initial assessment and recommended response, partnering with appropriate business owners to review and sign off on any audit findings that result in an agreement of a finding.
- Provide historical accounting of Mr. Cooper actions taken on a given loan providing timelines and any
required documentation to solidify audit response. - Routinely perform quality assurance checks on coworkers' work.
- Analyzed business processes to identify areas for improvement and efficiency.
- Facilitated team meetings to discuss project progress, goals and objectives.
- Developed and implemented new procedures for streamlining operations if needed.
- Liaised between committees and remote facilities, delivering senior leadership decisions and reporting on individual branch performance metrics.
- Researched industry best practices related to organizational operations.
- Performed research and analyzed content of records to make disclosure determinations.
Account Services Analyst
Mr. Cooper Mortgage
Dallas
03.2020 - 04.2021
- Perform any or all process or functions, as done by an Account Associate.
- Analyzed mortgage data to identify trends and inform decision-making processes.
- Creation and analysis of queries and databases to be utilized by various levels of staff within the Department.
- Research and resolution of escalated or complex issues.
- Provide specifications, test scenarios, and verification of data as they relate to IT or compliance-related projects.
- Provide responses to internal and external audits.
- Performs root cause analysis on various projects and processes within the department, and executes solid process improvement solutions.
Bilingual Customer Service Associate II
Mr. Cooper Mortgage
Dallas
02.2019 - 03.2020
- Provide a high quality of service to our internal customers, borrowers, investors, and other parties. Resolved customer complaints through effective communication and problem-solving.
- Resolved customer complaints through effective communication and problem-solving.
- Provided detailed information about loan products and services to clients.
- Assisted customers with mortgage inquiries.
- Provide the high quality of service to our internal customers, borrowers, investors and other parties
- Educated customers on mortgage options and financial literacy resources.
- Handled escalated issues, ensuring timely resolution for customer satisfaction.
- Trained new associates on company policies and customer service best practices.
- Greeted customers and identified their needs.
- Resolved customer inquiries in a timely manner.
- Demonstrated active listening skills when responding to customer questions and complaints.
Customer Services Escalation Team Lead
Pacific Union Financial
Coppell
07.2017 - 02.2019
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Trained new staff in relevant processes and procedures.
- Delegated daily tasks to team members to optimize group productivity.
- I took over any escalations or complaint calls because my purpose is to de-escalate the call, take appropriate ownership, perform detailed research, and follow up with customers until all concerns are addressed.
- Review agents' calls to resolve complaints or disputes.
- Held regular one-on-one coaching sessions with staff members to encourage personal development.
- Reviewed completed work to verify consistency, quality, and conformance.
- Completed daily quality assurance duties to provide feedback for improvements.
Education
High School Diploma -
Irving High School
Irving, Tx06-2003
Some College (No Degree) -
North Lake College
Irving, TXSkills
- Data analysis
- Process improvement
- Audit compliance
- Project management
- Quality assurance
- Customer relationship management
- Effective communication
- Problem solving
- Detail orientation
- Organizational development
- Time management
- Multitasking and organization
- Decision-making
- Attention to detail
- Analytical thinking
- Audit response
- Team leadership
- Escalation management
- Active listening
- Conflict resolution
- Training development
- Escalation handling
- FLUENT IN Spanish
- Call center customer service
- Trend identification
- Customer support
- Report creation
- Internal auditing
Languages
Spanish
Professional
Timeline
Account Services Analyst
Mr. Cooper Mortgage
03.2020 - 04.2021
Exam Management Analyst I
Mr. Cooper Mortgage
02.2019 - Current
Bilingual Customer Service Associate II
Mr. Cooper Mortgage
02.2019 - 03.2020
Customer Services Escalation Team Lead
Pacific Union Financial
07.2017 - 02.2019
High School Diploma -
Irving High School
Some College (No Degree) -
North Lake College