Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Mavis Howard

Dallas,TX

Summary

Experienced Professional with emphasis in default loan administration, escalations and total loss process. Multi task individual dedicated to servicing and mission focused. Driven team leader with strong de-escalating background combined with customer focus. Talented trainer, problem-solver and planner takes on routine and complex job functions to promote business. Well organized and proactive professional with good communication skills and positive attitude.

Overview

20
20
years of professional experience

Work History

Floor Supervisor

Capital One
07.2022 - Current
  • Support Associates in all aspects of their roles.
  • Support Manager, as needed, performing call monitors and account reviews.
  • Subject matter expert in all things related to escalated calls and processes.
  • Responsible for identifying and resolving issues to avoid complaints.
  • Monitor and coach associates to ensure that all compliance and guidelines are followed to avoid risk.
  • Implemented and improved changes to policy and processes.
  • Monitored and ensured SLAs were in compliance.

Sr. Advocacy Coordinator

Capital One
12.2020 - 07.2022
  • Responsible for assisting various departments by taking escalated calls from customers to resolve their concerns.
  • Required me to be able to de-escalate customer concerns and provide high-quality service at the same time.
  • Made outbound calls to customers to follow up on any updates or call-back requests.
  • Made calls, reviews, to ensure accurate information was provided to the customer.
  • Researched accounts in detail, educated customers on accounts, and attempted to solve customer problems.
  • Ensure company guidelines and procedures are followed in order to avoid risk for the company.
  • Responding to emails and correspondence sent with customer concerns.

Risk Coordinator

Capital One
04.2018 - 11.2020
  • Manage inbound and outbound collection calls.
  • Update account information and complete appropriate documentation.
  • Perform account-level research.
  • Adhere to policy/procedures with quality assurance.
  • Educate customers to understand their accounts and place emphasis on making payments.
  • Lead team huddles daily, along with supporting new employees, to create and achieve high expectations and performance.
  • Build and retain a strong customer experience while maintaining a resolution for their account.

Mortgage Specialist lll

Bank of America
Addison, TX
08.2008 - 08.2017
  • Resolve operational issues and monitoring loans to verify observance of state and federal regulations.
  • Manage the asset management companies through the completion of the eviction/premarketing process.
  • Perform daily task reports to ensure assets are current within the eviction process, while monitoring aged inventory, cash for keys initiative, and property preservation completion.
  • Worked daily on the process of selling properties in auction.
  • Order and review property surveys to dispute discrepancies with titles.
  • Reviewed and researched customers' accounts to determine what type of assistance we could provide.
  • Trained new employees on the eviction, property management, and auction process.

Customer Care Representative

Countrywide Home Loans
Richardson, TX
06.2004 - 08.2008
  • Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
  • Check to ensure that appropriate changes were made to resolve customers' problems.
  • Determine charges for services requested, collect deposits or payments, or arrange for billing.
  • Resolve customer service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.
  • Solicit sales of new or additional services, or products.

Education

High School Diploma -

Lincoln
Dallas, TX

Childhood Education -

Eastfield College
Mesquite, TX

Skills

  • Active Listening skills
  • Self Motivated
  • Creative Problem Solving
  • Computer Proficient
  • Strong organizational skills
  • Team Leadership
  • Performance Improvements
  • Customer Satisfaction

References

References available upon request.

Timeline

Floor Supervisor

Capital One
07.2022 - Current

Sr. Advocacy Coordinator

Capital One
12.2020 - 07.2022

Risk Coordinator

Capital One
04.2018 - 11.2020

Mortgage Specialist lll

Bank of America
08.2008 - 08.2017

Customer Care Representative

Countrywide Home Loans
06.2004 - 08.2008

High School Diploma -

Lincoln

Childhood Education -

Eastfield College

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