Marlyna Trower
Missouri City,TX
Summary
Seeking challenging employment within a progressive organization that will allow me to utilize my diverse skills in the mortgage and banking field, Quality Control, Customer Service and/or Office Administration to make a major contribution and improve the company’s productivity while offering opportunities for advancement. Resourceful Supervisor trained in resolution of critical issues within time-sensitive environment with successful track record of building and maintaining talented teams. Highly organized, energetic and versatile leader committed to continuous improvements. Proven history of motivating staff to work together to achieve targets.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Loss Mitigation Supervisor/Litigated-Mediated Supervisor
Shellpoint Mortgage Servicing
Houston, TX
01.2019 - Current
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Tracked progress on projects and provided timely feedback to staff members.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
- Monitored employee productivity levels on a regular basis to identify areas of improvement.
- Evaluated employee performance through periodic reviews and documented results accordingly.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Reviewed reports from subordinate staff members before submitting them to senior management.
- Collaborated with other departments to coordinate workflow processes between teams.
- Complied with company policies, objectives and communication goals.
- Acted as a liaison between upper management and staff, facilitating open communication.
- Managed a team of 6-10 employees, ensuring high productivity and quality standards were met.
- Communicated with investors to obtain exceptions for court-ordered loss mitigation workouts.
- Managed bonus goals and payouts.
- Created process and procedures for the mediation process.
Loss Mitigation Specialist/Litigated-Mediator Specialist
Shellpoint Mortgage Servicing
Houston, TX
01.2015 - 01.2019
- Collected documents and reviewed for possible retention options, per investor guidelines.
- Aided with the best outcome for customers.
- Handled escalated files.
- Traveled and appeared at mediated hearings.
- Reviewed files for loss mitigation options and advised the customer of the best options available.
- Participated in ongoing training and compliance activities.
- Determined customer needs to provide services the best assisted with brining payments current.
Short Sale Team Lead/CIWI Team Lead
Stewart Lender Services
Houston, TX
01.2014 - 01.2015
- Managed a team of 7-10 negotiators in the short sale process.
- Reviewed files for corrections needed.
- Handled escalation calls while maintaining a quality score of 95% or higher for Bank of America.
- Managed a team of 7-10 associates as they reviewed bankruptcy documents and delegated documents to the correct department.
- Reviewed corrections needed and ensured all documents were handled in a sufficient timeframe to ensure all the documents were reviewed by the provided deadline.
- Maintained a production rate of 7-8 files per hour in CIWI with a quality score of 95% and above consistently.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
Single Point of Contact (IRRP)/ Quality Control Analyst (HAMP)/Short Sale Negotiator (FHA, NON-GSE)
Stewart Lender Services/Aerotek
Houston, TX
01.2012 - 01.2014
- Reviewing financial documents and requests for interest rate relief program.
- Reviewed modification document requests for errors, including but not limited to tax form 4506T, Deeds, Promissory Notes, RMA forms, etc.
- Conducted negotiations with real estate agents for Bank of America short sales.
- Reviewed documents, including but not limited to Purchase Contracts, HUD1 (settlement statement), credit reports, titles, Operating Agreements, Articles of Incorporations, etc.
- Top Producer for October 2013, 1st runner-up for Top Producer for August and September of 2013.
Customer Service Representative
Affiliated Computer Services /Xerox
Houston, TX
01.2009 - 01.2012
- Provide customer service assistance using Salesforce software and Internet Explorer to members of multiple clients regarding their credit reports and money-saving benefits.
- Consistently maintain call quality of 100% of 100-160 inbound calls per day.
- ACS and Xerox join forces to create a new class of solutions provider with leading technology and services in business process and document management.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Increased sales opportunities by upselling and cross selling products, using tried and true creativity and persuasion methods.
Software Department Manager
Fry’s Electronics
Houston, TX
01.2004 - 01.2008
- Managed eleven (11) associates within the software department.
- Answered multiple phone lines and assisted with telephone purchases and inventory inquiries.
- Coached and trained new staff members, providing guidance on department policies and procedures.
- Analyzed weekly reports to identify areas for improvement in operations, budgeting, and staffing levels.
- Implemented cost-saving initiatives throughout the Department while maintaining high standards of quality assurance.
- Resolved customer complaints promptly and professionally in order to maintain good relationships with clients.
- Created monthly schedules for staff members to ensure adequate coverage during peak hours.
- Maintained up-to-date records of inventory levels for efficient ordering and stocking purposes.
- Developed promotional campaigns to increase brand recognition in target markets.
- Monitored daily sales figures to track trends in customer buying behavior.
Education
Associates - Business Management
Houston Community College
Houston, TX01.2004
Diploma - basics
Willowridge High School
Houston, TX01.2001
Skills
- Process Improvement
- Business Development
- Operations Management
- Schedule development
- Inventory Control
- Strategic Planning
- Data Analytics
- Staff Management
- Inventory Oversight
- Complex Problem-Solving
- Department organization
- Process Monitoring and Improvement
- Staff Discipline
- Negotiation
Majoraccomplishments
- Graduated in top 10 percentile of high school class.
- Dean’s List throughout College.
- College Honor Society.
Certification
- NMLS License in AL, FL, IL, LA, MN, NM, OH, OK, OR, PA, SD, TN, UT, VA, WI
Timeline
Loss Mitigation Supervisor/Litigated-Mediated Supervisor
Shellpoint Mortgage Servicing
01.2019 - Current
Loss Mitigation Specialist/Litigated-Mediator Specialist
Shellpoint Mortgage Servicing
01.2015 - 01.2019
Short Sale Team Lead/CIWI Team Lead
Stewart Lender Services
01.2014 - 01.2015
Single Point of Contact (IRRP)/ Quality Control Analyst (HAMP)/Short Sale Negotiator (FHA, NON-GSE)
Stewart Lender Services/Aerotek
01.2012 - 01.2014
Customer Service Representative
Affiliated Computer Services /Xerox
01.2009 - 01.2012
Software Department Manager
Fry’s Electronics
01.2004 - 01.2008
- NMLS License in AL, FL, IL, LA, MN, NM, OH, OK, OR, PA, SD, TN, UT, VA, WI
Associates - Business Management
Houston Community College
Diploma - basics
Willowridge High School
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