Michael Johnson

• Provide assistance and support in handling escalated customer service, seeking resolutions as an advocacy manager.
• Escalated complex customer cases as necessary to appropriate teams and departments.
• Act as a primary point of contact to seek our customer-centric solutions with peers and business partners.
• Utilize analytical and problem-solving skills to solve customer-facing issues independently or as part of a team.
• Identify opportunities to enhance current support content to improve both the customer and agent experience.

• Manage both international and domestic Envoy American Airlines flights; displays professionalism and interpersonal communication with internal and external customers.
• Enhance the travel experience by providing superior and attentive service: ticketing, baggage check-in and claims, rebooking, information inquiries, and resolving issues and complaints as needed.
• Combine efforts with the Transportation Security Administration (TSA) to properly reinforce compliance with security and airport regulations.

Union Steward, CWA 6002.

• Acting Union Stewart, who mediates disciplinary and personal issues between employees and management.
• Represent employees in disciplinary hearings with management to ensure that the provisions of the collective agreement are not violated.

• Purchased, repaired, and resold residential properties for profit.
• Collaborated with private investors and municipal code inspectors.
• Managed subcontractors, adhered to schedules, and maintained cost-effective timelines.
• Knowledge of real estate transaction process and legalities.
• Proficient in contract negotiations, payment draws, business scheduling, cost analysis, and efficiencies.
• Purchased an average of 8 properties, increasing property value by 45%.

• Reviewed HUD-1 settlement statements prepared by third-party vendors to ensure adherence with regulations and standards during loan closings.
• Conducted risk assessment research for existing operational processes in partnership with Quality Assurance Specialist.
• Reviewed customer mortgage transactions to ensure accuracy.
• Ensured compliance guidelines were met with all Capital One underwriter and regulatory requirements.
• Documented and reported key risks, with recommended mitigation strategies; facilitated weekly meetings to convey information to Sr. Management.

• Performed quality control casework of underwriters to meet compliance goals of home loan modifications.
• Supported servicing of mortgage loans, including default and/or non-defaulted loans.
• Conducted research on mortgage documents to address concerns and identify gaps or trends.
• Effectively communicated and recommended better process flows for process support and continual improvement with LOB and Sr. Management
• Implemented controls that lowered error rates among staff by providing training on policies and procedures.

• Liaison with Congressional offices and regulatory agencies to ensure resolutions adhered to structured timeliness, provided detailed correspondence to homeowners on behalf of the Bank of America's Office of the CEO and President.
• Provided detailed correspondence to homeowners on behalf of the Bank of America's Office of the CEO and President. Worked with Home Retention, Appraisals, Property Claims, and Foreclosure departments to ensure customer satisfaction and regulatory compliance.
• Recognized as subject matter expert for knowledge of HAMP and Foreclosure regulations.
• Adhered to structured timeliness, reviewed and analyzed metric data to provide improvements required for daily audits and quality deliverables.
• Key member of Priority 1 triage team to troubleshoot and resolve mortgage concerns directed to the Office of the CEO and President of Bank of America.