Mary Kate Woodworth
Schaumburg,IL
Summary
Complaint and Resolution Supervisor at DovenMuehle Mortgage with expertise in team leadership and effective complaint resolution. Achieved a 95% reduction in correspondence backlog while training 45 new employees. Proficient in strategic planning and customer relationship management, promoting a culture of excellence and operational efficiency.
Overview
27
27
years of professional experience
Work History
Complaint and Resolution Supervisor
DovenMuehle Mortgage
01.2020 - Current
- Supervised a team of research writers.
- Coached and mentored staff, through development of an attainable career path and career goals, to reach their full potential.
- Manage workflow to ensure equality and fairness.
- Oversaw writers answering inbound email correspondence to ensure quality and correct resolution.
- Hired and trained 45 new employees.
- Created 4 additional team to bring the department total to 6.
- Reduced backlog of correspondence from 40K to 2K in 9 months.
- Created training materials and web page guides.
- Assisted resolving customer complaints through understanding of issue and proper research.
- Worked with sister departments to get assistance in resolving Credit Bureau, Escrow, Payments and Lien Release issues in order to provide a timely response to our customers.
Payroll Specialist
SurePayroll
01.2019 - 01.2020
- Utilize multi-tasking skills to navigate multiple screens/systems to troubleshoot issues.
- Talk customers through various technologies and how to do wage and hour reporting, deductions and benefits, account setup for banking, employees and account administrator information.
- Document all interactions with accounts and create a trail of info others can follow.
- Continually build payroll and systems knowledge through a mixture of classroom training, self-guided learning and research (on sites like www.irs.gov) to better serve our customers.
Business Manager/Customer Service
M and M Cleaning Services
01.2017 - 01.2019
- Business and financial management of startup of business.
- Recruiting and training personnel and allocated responsibilities.
- Reviewed and processed payroll and attendance.
- Scheduled all cleaning services with clients and follow up to insure customer satisfaction.
- Processed payments and ensured timely collections of all payments.
- Preparing bank deposits, general ledger postings and statements.
Customer Service/Collections Manager
HSBC
01.1999 - 01.2017
- Hire, train, and supervise a team of up to 25 direct reports, including goal setting and performance review.
- Coach and mentor staff, through development of an attainable career path and career goals, to reach their full potential.
- Manage workflow to ensure equality and fairness.
- Resolved product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Managed large amounts of incoming calls.
- Researched and finalized escalated billing discrepancies and complaints.
- Resolved customer delinquency by thoroughly reviewing customer’s financial status and available programs.
- Research and resolve escalated billing discrepancies and complaints; develop payment plans.
- Built loyal relationships with internal departments and external vendors through cooperation and responsiveness to needs.
- Automated preparation and filing of all foreclosure and bankruptcy correspondence that improved workflow and productivity and facilitated data retrieval.
- Participate in numerous philanthropic events and programs, such as Junior Achievement, PADS Centers, Food Pantries, Adopt-A-Family, and Blood Drives.
Education
Liberal Arts curriculum
University of Phoenix / Triton College
Skills
- Customer Service
- Strategic Planning
- Complaint Resolution
- Client Relations
- MS Excel
- Word
- Access
- PowerPoint
- PeopleSoft
- GEO
- Tracker
- Loan Serv
- Coach
- IAW/APEX
- MARS
- Fast Data
- Pacer
- Lotus Notes
- Black Night/LPS
- LoanSpan
- Webdirect
- Director
- Salesforce
- Complaint resolution
- Team leadership
- Customer relationship management
- Conflict resolution
Phone
cell, 847-212-6608
Professional Development
Skillpath and HSBC Professional Development, Detailed list of seminars available upon request.
Timeline
Complaint and Resolution Supervisor
DovenMuehle Mortgage
01.2020 - Current
Payroll Specialist
SurePayroll
01.2019 - 01.2020
Business Manager/Customer Service
M and M Cleaning Services
01.2017 - 01.2019
Customer Service/Collections Manager
HSBC
01.1999 - 01.2017
Liberal Arts curriculum
University of Phoenix / Triton College
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