Hi, I’m
Michelle Telfo
Florence,AZ
Summary
Organized Team Leader builds positive rapport and provides excellent training to guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Incredible attention to detail and excellence with personal work tasks as well.
Overview
6
years of professional experience
Work History
LoanDepot
Collateral Document Team Lead
10.2021 - 11.2022
Job overview
- Identify and review multiple mortgage loan documents for accuracy, including Deed of Trust, Promissory Note, Title Policy, etc.
- Master processes for specialty loans (e.g. bonds, secondary liens, housing programs, etc.)
- Monitor status of pending collateral files for anywhere between 500 to 1500 funded loans daily to ensure that complete physical and digital collateral is delivered to warehouse bank in timely manner
- Communicate effectively with escrow or title companies, investors, and internal agents to obtain or correct incomplete collateral
- Troubleshoot as needed to have files determined lost relocated or re-executed by borrower
- Delegate and coordinate tasks among team members to optimize efficiency and vastly improve turnaround time for daily department tasks
- Attend and host weekly meetings to check in with team members and distribute information
- Interview and hire qualified individuals to fill open positions as needed
- Provide thorough training to all new employees, teach new skills to existing team members, and retrain employees that may be struggling
- Utilize and maintain knowledge of Black Night Empower software and make extensive use of Microsoft Excel
LoanDepot
Collateral Document Specialist
09.2020 - 10.2021
GM Financial
Customer Account Representative
04.2019 - 09.2020
Job overview
- Maintain professionalism and excellence in customer service
- Provide accurate and pertinent responses to customers’ auto loan related inquiries, or properly redirect inbound calls
- Maintain knowledge of software such as Default Manager, AmeriView, Sharepoint, and Western Union Speedpay
- Comply with Federal, State and company policies, procedures and regulations
- Make average of 40 outbound calls per hour in attempt to make contact with past-due customers
- Ask probing questions to discover reason for delinquency and assist customer with bringing account current by negotiating payment or utilizing financial assistance tools
- Track and correct missing or misapplied payments
- Accurately and efficiently record important information and outcome of call in system of record
- Report complaints to raise awareness of customer dissatisfaction in complaint tracking system
Rx Crossroads by McKesson
Reimbursement Specialist, Contractor
11.2018 - 02.2019
Job overview
- Communicate with insurance providers by phone to inquire about patients’ benefits for particular drug or procedure
- Perform research, analysis, interpretation, and documentation of patient’s medical insurance coverage on behalf of medical provider
- Learn trends in reimbursement for particular drugs/ procedures in order to recognize and correct discrepancies
- Prioritize and group reimbursement investigations based on insurance payer and time zone when making outbound calls to insurance companies to ensure efficiency
- Maintain working knowledge of Salesforce software and other required computer systems
- Handle patient information within HIPAA guidelines
- Retain through knowledge of Medicare parts A, B, C, and D
AllianceRx Walgreens Prime
Pharmacy Technician
01.2017 - 09.2018
Job overview
- Read prescriptions and process new orders and refill requests accurately and efficiently
- Maintain working knowledge of Promise, IntercomPlus, and other required computer systems
- Interpret medical abbreviations (SIG codes)
- Process new patient registrations by entering accurate and thorough data into computer software
- Handle correspondence from patients (inbound calls, chats, emails) and make outbound calls to prescribers and patients as needed
- Troubleshoot to obtain missing prescription information
- Resolve exceptions/rejections within orders by making corrections and resubmitting order for processing according to insurance plan requirements
- Identify and communicate issues to senior staff and pharmacists
- Maintain active technician license or certification
Education
Gateway Community College, Phoenix, AZ
Associate of Science from Radiologic Technology
05.2025
Mesa Community College, Mesa, AZ
Some College (No Degree) from Liberal Arts And General Studies
University Overview
- Treasurer of Pre-Medical Club
American Leadership Academy High School, Queen Creek
High School Diploma
05.2014
University Overview
- Advanced Placement (AP) Student
Florence High School, Florence, AZ
University Overview
- Member of the Nation Society of High School Scholars
- Enrolled in International Baccalaureate (IB) Program
- Pre-Advanced Placement (Pre-AP) Student
Skills
- Quick-Learning
- Meticulous and Detail-Oriented
- Natural Leader
- Excellent Trainor and Mentor
- Strong Verbal and Written Communication
- Experience with both Mac and Windows operating systems
- 73 WMP Typing Speed with 97% accuracy
- 4 years of Data Entry experience
- 3 years of Microsoft Excel experience (expert)
- 3 years of Microsoft Outlook experience (expert)
- 3 years of call making/receiving experience
Languages
English
Native or Bilingual
Spanish
Professional Working
Timeline
Collateral Document Team Lead
LoanDepot
10.2021 - 11.2022
Collateral Document Specialist
LoanDepot
09.2020 - 10.2021
Customer Account Representative
GM Financial
04.2019 - 09.2020
Reimbursement Specialist, Contractor
Rx Crossroads by McKesson
11.2018 - 02.2019
Pharmacy Technician
AllianceRx Walgreens Prime
01.2017 - 09.2018
Gateway Community College
Associate of Science from Radiologic Technology
Mesa Community College
Some College (No Degree) from Liberal Arts And General Studies
American Leadership Academy High School
High School Diploma
Florence High School
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