Mona Johnson
Dallas,TX
Summary
Proficient in communication and negotiation.
Experienced with mitigating financial losses and managing delinquency cases. Utilizes risk assessment techniques to develop effective resolution strategies. Track record of maintaining strong customer relationships and ensuring compliance with regulatory standards.
Overview
16
16
years of professional experience
Work History
Loss Mitigations
Caliber Home Loans/ Shellpoint Mortgage Systems
05.2020 - 10.2024
- Handled 50+ inbound calls per day including answering customer inquiries and resolving any issue that may arise.
- Successfully located resolutions that prevents potential losses to Lender and to help borrower meet financial obligations to prevent negative credit impact
- Displayed Problem solving skills, Collaboration , Detailed Oriented, Communication Skills, Mitigation, Documentation and Technical Assist ready
- Remained updated with latest information related to mortgage products and services being offered.
- Prevented unnecessary foreclosures by effectively communicating available options to borrowers and guiding them through the loss mitigation process.
- Conducted comprehensive loan reviews, identifying opportunities for modifications and alternative repayment plans.
- Managed a high-volume caseload of at-risk borrowers, successfully negotiating mutually beneficial repayment solutions.
Production Worker
Luxor Staing
10.2018 - 08.2019
- Adhered to all safety policies and procedures
- Checked parts and finished products for any defects during and after production
- Demonstrated accuracy in the assembly of all units
Billing Representative
Spectrum
01.2018 - 10.2018
- Received over 100+ inbound calls a day
- Resolved over 100 customer complaints per week via phone and in-person
- Tracked trends in customer feedback and collaborated with management to determine the root cause of customer complaints
Collections and CSR
Etan Industries
09.2016 - 09.2017
- Handled 100+ inbound calls per week including answering customer inquiries and resolving any issue that may arise
- Made outbound calls to collect on past due pay day loans
- Met daily and monthly call metrics
Homemaker
Stay at Home Mom
11.2015 - 09.2016
- Maintained billing and home care needs
Collections Representative
iQor
11.2014 - 11.2015
- Responsible for a large volume of incoming call concerning customer complaints and concerns
- Made outbound calls to collect on past due pay day loans
- Met daily and monthly call metrics
Customer Service Representative
Exeter Finance
07.2013 - 11.2014
- Handled 80+ inbound calls per week, answering customer inquiries and resolving issues
- Made outbound calls to collect on past due loans or debts
- Received credit card info to collect on past due and current car loans
Dispatcher
MasTec Advanced Technologies
02.2013 - 07.2013
- Advised patients of scheduled openings and charges to ensure clear understanding
- Addressed customer concerns and questions in a concise and professional manner using in-depth knowledge of company policies to minimize need to redirect calls
Customer Support Rep
PFSweb
10.2010 - 01.2013
- Answered and screened telephone calls along with recorded messages for prompt and professional response as needed
- Responded to all customer inquiries and requests in a timely manner via online
- Used proper scripts for chat communication to complete online orders
Insurance Verifier
HMS
03.2009 - 07.2010
- Researched and accurately input patient medical information
- Updated and processed online insurance payee information along with verifying the type of insurance that was being billed
Education
High School or Equivalent - General
El Centro Middle College High School
Skills
- Call Center
- Customer Relations
- Microsoft Proficient
- Quality Control
- Default Management
- Collections experience
- Negotiation expertise
- Coordinating records
- Bankruptcy knowledge
- Debt Restructuring
- Foreclosure Prevention
- Loan Modification
- Submitting files
- Disputing credit entries
Timeline
Loss Mitigations
Caliber Home Loans/ Shellpoint Mortgage Systems
05.2020 - 10.2024
Production Worker
Luxor Staing
10.2018 - 08.2019
Billing Representative
Spectrum
01.2018 - 10.2018
Collections and CSR
Etan Industries
09.2016 - 09.2017
Homemaker
Stay at Home Mom
11.2015 - 09.2016
Collections Representative
iQor
11.2014 - 11.2015
Customer Service Representative
Exeter Finance
07.2013 - 11.2014
Dispatcher
MasTec Advanced Technologies
02.2013 - 07.2013
Customer Support Rep
PFSweb
10.2010 - 01.2013
Insurance Verifier
HMS
03.2009 - 07.2010
High School or Equivalent - General
El Centro Middle College High School
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