Alex Audu
Princeton,TX
Summary
Goal oriented professional with 15 years of Business Operations with experience in Home Lending, Home Preservation, Foreclosure, Liquidations, Property Preservation, Quality Assurance, Fraud, Regulatory Risk and Compliance, Coaching and Mentoring. Software Tester.
Overview
14
14
years of professional experience
Work History
Customer Service Analyst
Garland Softworx
12.2020 - Current
- Conduct software testing for mobile apps before release
- Focus on user interface look and feel, functionality, and edge use cases per design specifications, user requirements and test plans.
- Enhanced customer satisfaction by swiftly resolving complex issues and providing tailored solutions.
- Streamlined processes for improved efficiency, implementing new CRM systems and training protocols.
- Achieved high customer retention rates with exceptional communication skills and a deep understanding of client needs.
- Reduced call wait times by optimizing staffing schedules and implementing callback options.
- Manage 40 incoming calls and send out emails to business partners.
Customer Success Representative- Team Lead
Wells Fargo Community Banking
03.2018 - 12.2023
- Managed a team of 8 direct reports
- Enhanced customer satisfaction by proactively addressing and resolving concerns in a timely manner.
- Boosted customer retention through diligent follow-up and relationship-building efforts.
- Streamlined customer onboarding processes for improved efficiency and faster service delivery.
- Developed comprehensive product knowledge, enabling the provision of expert advice to customers.
- Collaborated with cross-functional teams to ensure seamless customer experiences across all touchpoints.
Executive Resolution Specialist Customer Care Recovery Group
Wells Fargo Home Mortgage
01.2017 - 03.2018
- Enhanced customer satisfaction by resolving complex issues and providing tailored solutions.
- Streamlined communication processes for improved efficiency in addressing client concerns.
- Managed high-priority cases, ensuring timely resolution and positive outcomes.
- Collaborated with cross-functional teams to develop effective strategies for issue resolution.
- Reduced escalation rates by implementing proactive problem-solving techniques.
- Served as a liaison between clients and internal departments, fostering strong professional relationships.
- Managed a pipeline of 50 to 60 claims a month.
Home Preservation Specialist 1 All Investor Specialty
Wells Fargo Home Mortgage
02.2015 - 01.2017
- Improved client satisfaction by providing timely and accurate information on home preservation programs and options.
- Assisted homeowners in understanding their financial situation, enabling them to make informed decisions about preserving their homes.
- Streamlined the application process for clients, resulting in smoother transactions and quicker resolutions.
- Collaborated with team members to develop efficient strategies for handling a high volume of cases, ensuring all clients received prompt attention.
- Managed a large caseload while maintaining strict deadlines, successfully assisting clients in navigating complex home preservation processes.
- Liaised between clients and mortgage servicers, facilitating open lines of communication to expedite resolution processes.
- Received 20-30 Billing inquire emails daily.
- Managed to make 60-100 outbound calls daily.
Factoring Collector Specialist
Wells Fargo Trade Capital
07.2013 - 02.2015
- Improved customer satisfaction by effectively resolving delinquent accounts through negotiation and payment plans.
- Kept current on industry trends and best practices to continuously improve skills as a collector and adapt strategies accordingly.
- Consistently met or exceeded individual performance metrics while contributing to team goals as a reliable team player.
- Conducted thorough research to locate hard-to-reach debtors, improving overall success rates in collecting outstanding balances.
- Provided excellent customer service during difficult conversations, defusing tensions while effectively collecting payments.
- Streamlined debt collection processes for increased efficiency in the workplace.
- Make 60-100 outbound calls.
Insurance Billing Specialist
Homeland Health Care
07.2011 - 07.2013
- Make 60-100 outbound calls daily to collect payments on declined insurance premiums
- Set up payment arrangements to accommodate the members current financial problem
- Complete Daily task by Manager in a timely manner
- Receive 20-30 Billing inquire emails promptly
- Enhanced claim accuracy by meticulously reviewing and verifying patient insurance information.
- Streamlined billing processes for improved efficiency through the implementation of electronic payment systems.
- Reduced processing time with thorough pre-authorization requests, ensuring prompt approvals for patient procedures.
Mortgage Servicing Specialist Lead
Federal Government Making Home Affordable Loan Modification Program Bank of America
11.2009 - 04.2011
- Enhanced loan servicing processes by implementing efficient workflow systems and streamlining communication channels.
- Reduced delinquency rates by proactively identifying at-risk borrowers and implementing tailored loss mitigation strategies.
- Expedited loan modifications by conducting prompt evaluations of borrower eligibility based on financial documentation provided by the applicant or obtained from third-party sources.
- Maintained detailed records of borrower communications within the loan servicing system for easy retrieval during internal or external audits or reviews.
- Contributed to loss mitigation efforts by diligently monitoring payment activity, tracking delinquent accounts, and initiating appropriate follow-up actions when necessary.
- Supervised loan personnel and motivated to maintain customer service and performance standards.
- Managed a team of 15 direct reports.
Education
High School Diploma -
Richland College
Richardson, TX01.2008
Skills
- Strong attention to detail and accuracy skills
- Experience with MSP
- Intermediate Microsoft Office skills
- Report Preparation
- Logistics Support
- Order Management
- Customer Relationship Management
Timeline
Customer Service Analyst
Garland Softworx
12.2020 - Current
Customer Success Representative- Team Lead
Wells Fargo Community Banking
03.2018 - 12.2023
Executive Resolution Specialist Customer Care Recovery Group
Wells Fargo Home Mortgage
01.2017 - 03.2018
Home Preservation Specialist 1 All Investor Specialty
Wells Fargo Home Mortgage
02.2015 - 01.2017
Factoring Collector Specialist
Wells Fargo Trade Capital
07.2013 - 02.2015
Insurance Billing Specialist
Homeland Health Care
07.2011 - 07.2013
Mortgage Servicing Specialist Lead
Federal Government Making Home Affordable Loan Modification Program Bank of America
11.2009 - 04.2011
High School Diploma -
Richland College