Marquitta S Howard-Braggs
Mesquite,TX
Summary
More than 15 years of successful experience in Customer Service and support with recognized strengths in complaint handling and resolution, account maintenance, problem solving and trouble shooting. Solid computer skills; Microsoft Office and Word Perfect Ability to successfully train, supervise, and motivate peers.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Owner Operator
Spotless Cleaning Fanatics
03.2013 - Current
- Managed day-to-day business operations.
- Consulted with customers to assess needs and propose optimal solutions.
- Trained and motivated employees to perform daily business functions.
- Spoke professionally with customers regarding complaints, gathering all necessary information to make educated decisions and address issues.
- Founded and managed [Type] business, growing revenue to $[Amount] in first year.
AVP-Senior Quality Analyst
Bank of America
02.2011 - Current
- Life & Specialty Servicing - Business Controls, Audit and validate default/liquidation process for all Conventional and REM loan transactions to ensure compliance with federal/state and investor regulations.
- Reconcile financial transactions to ensure maximum recovery for BAC
- Identify and report areas of financial risk and exposure
- Worked on several types of scripts to determine that homeowner were not being charged incorrectly for different fees associated with bankruptcy.
- Credit Reporting
- Mortgage & Vehicle Servicing Operation
- Administered thousands of internal quality audits and assessed results to inform corrective action measures.
Outbound Call Center Agent
NIELSEN RATINGS
09.2016 - 05.2019
- Met established attendance expectations and team revenue goals to achieve company objectives.
- Followed-up on leads produced by outbound marketing campaigns based on established criteria.
- Made average of 90 outbound and inbound calls per day.
Assistant Vice President Foreclosure Specialist 1
Bank of America
02.2011 - 08.2013
- Attended weekly meetings and special sessions of Leadership and Executive Leadership Teams and contributed to major administrative initiatives, policies and decisions.
- Generated financial and operational reports to assist management with business strategy.
- Communicated with leadership teams to assist with administrative initiatives and decisions and attended weekly meetings to support policy changes.
- Completed filings and upheld strict compliance with regulatory agencies and supervisors.
Customer Service Representative II/Escrow Specialist
Wells Fargo Home Mortgage
10.2009 - 02.2011
- Answer high volume phone calls regarding mortgage loan modifications, account
- Inquiries, and delinquent accounts
- Perform loan maintenance on problem mortgage accounts
- Provide payoff information to homeowners and authorized third parties
- Process mortgage payments
- Market and promote mortgage and banking products that may be beneficial for
- The homeowner through cross selling
- Work effectively to meet service center goals designed to promptly handle
- Customers’ needs
- Assist homeowners with understanding escrow shortages and overages with
- Escrow analysis
- Acted as floor mentor, providing support to new hires
Medical Call Center Representative
Wage Works
11.2007 - 10.2009
- Answered incoming calls from insurance plan clients with questions and
- Issues relating to their COBRA policy, health spending accounts, or other
- Employee benefit plan
- Continuously sought avenues for developing professional expertise and
- Actively pursued new learning opportunities, which supported the company’s
- Goals and objectives
- Actively listened to customer issues, solving quickly and effectively
- Maintained quality control/satisfaction records, constantly sought new ways to
- Improve customer service
Customer Service Manager
Community Financial
11.1997 - 11.2007
- Actively assisted with training new hire employees
- Delivered outstanding customer service to new and existing customers
- Ensured the swift resolution of customer issues to preserve customer loyalty
- While complying to company policies
- Team Lead for 10 employees
- Served on special taskforce charged with turning around under-performed stores
Education
Associate of Art - Business Management
GPA: 3.0
Skills
- System Knowledge
- Bankruptcy Notification
- Document Management
- Microsoft Word
- Home National Data Center
- Baps
- E-OSCAR
- Operations Management
- Attention to Detail
- Budgeting and Forecasting
- Staff Training and Development
- Customer Service
- Problem Solving
- Team Leadership
- Equipment Operation
Accomplishments
- Affidavit of Indebtedness
- 2015 Fair Debt Collection Practices Act (FDCPA)
- Signing Authority and Notarization Requirements
- Servicemembers Civil Relief Act (SCRA) HL/LAS Procedure Training
- HUD Background Policy Acknowledgement - Excludes CA/OK/MN
- Mortgage Servicing 101
- Americans with Disabilities Act (ADA) - Customer Contact Version Unfair, Deceptive or Abusive Acts or Practices (UDAAP) - Awareness Advisory Acknowledgement
- National Mortgage Settlement Servicing Standards Performance Support Site
- 2015 Home Loans and LAS Servicemembers Civil Relief Act
- 2015 Information Protection
- Bankruptcy Motion for Relief (MFR) - Red Flags
- Bankruptcy 101
Certification
6040
ARM Notification:
DM-PORTAL-
COMMIT INTAKE-
CS-SECURITY (ASR)-
MAC-SUPERSTATION
RMS- Username
CHEX Systems-(FIS eAccess)
SRM (Service Request Manager)-
LN_RMS_(LEXIS NEXIS
BUCKEYE FILE NET
HOME LOAN SERVICE (HLM)-
Vector
BASS-
EARLY WARNING SERVICE (EWS)
Timeline
Outbound Call Center Agent - NIELSEN RATINGS
09.2016 - 05.2019
Owner Operator - Spotless Cleaning Fanatics
03.2013 - Current
AVP-Senior Quality Analyst - Bank of America
02.2011 - Current
Assistant Vice President Foreclosure Specialist 1 - Bank of America
02.2011 - 08.2013
Customer Service Representative II/Escrow Specialist - Wells Fargo Home Mortgage
10.2009 - 02.2011
Medical Call Center Representative - Wage Works
11.2007 - 10.2009
Customer Service Manager - Community Financial
11.1997 - 11.2007
University Of Phoenix - Associate of Art, Business Management