MYRA VARGAS
Chandler,Arizona
Summary
Goal-oriented and driven leader with extensive experience in mortgage servicing, collections, and customer service operations. Proven track record as a supervisor, trainer, and mentor, demonstrating a strong ability to cultivate high-performing teams, streamline processes, and consistently exceed organizational goals. Recognized for exceptional interpersonal skills and analytical abilities, complemented by a disciplined approach to organizational management. Committed to fostering an environment of continuous improvement and operational excellence.
Overview
11
11
years of professional experience
Work History
Customer Service Supervisor
Shellpoint Mortgage Servicing
Tempe, AZ
08.2022 - Current
- Directed and led a team of up to 10 customer service agents to enhance service delivery.
- Managed delinquency accounts aged 1–60 days to ensure timely resolution.
- Developed and implemented training programs for newly hired candidates to ensure effective integration into the team.
- Assisted employees and team leads in skill development and performance improvement. Provided guidance and support to enhance team collaboration and effectiveness. Facilitated training sessions to promote professional growth and knowledge sharing.
- Collaborated in establishing protocols and generating detailed reports to enhance operational efficiency.
Collections Supervisor
Shellpoint Mortgage Servicing
Tempe, AZ
01.2019 - 08.2022
- Led a team of 15 collectors, managing accounts from one day past due to foreclosure.
- Facilitated hiring, onboarding, and training processes to enhance team capabilities.
- Monitored call quality and completed audits to support team performance. Conducted calibrations to assist in maintaining standards. Provided feedback to enhance overall service delivery.
- Managed escalated customer calls and resolved complex issues effectively.
- Oversaw non-GSE settlements, including voluntary surrenders and repossessions.
- Executed processing of deferral forbearance extensions and modifications.
Back-End Collector
Ditech Financial
Tempe, AZ
12.2018 - 12.2019
- Managed late-stage (90+ days) delinquent GSE and NON-GSE accounts.
- Managed inbound and outbound calls for Fannie Mae, Freddie Mac, Ginnie Mae, FHA, VA, and private investors.
- Researched and structured non-GSE procedures to enhance operational efficiency.
Team Lead – Collections
Ditech Financial
Tempe, AZ
01.2018 - 12.2018
- Led team of 15+ representatives.
- Assumed supervisory responsibilities during absence to ensure operational continuity.
- Oversaw resolution of escalated calls while providing guidance to agents.
- Facilitated training sessions for new hires to enhance onboarding experience.
- Streamlined performance data organization and evaluated quality management calls.
- Facilitated one-on-one coaching sessions to enhance individual performance.
Front-End Mortgage Collector
Ditech Financial
Tempe, AZ
05.2015 - 01.2018
- Managed inbound and outbound calls
- Managed accounts with overdue balances ranging from 1 to 30 days to ensure timely resolution.
- Guided customers to avoid further deliquency.
- Executed navigation across multiple systems to streamline workflows.
Education
High School Diploma -
Carl Hayden
01-2009
Skills
- Customer Service & Support
- Collections Management
- Staff development
- Strong written communication skills
- Analytical reporting
- Problem-solving expertise
- Proficient in English and Spanish
- Lean Six Sigma Yellow Belt Certified
Timeline
Customer Service Supervisor
Shellpoint Mortgage Servicing
08.2022 - Current
Collections Supervisor
Shellpoint Mortgage Servicing
01.2019 - 08.2022
Back-End Collector
Ditech Financial
12.2018 - 12.2019
Team Lead – Collections
Ditech Financial
01.2018 - 12.2018
Front-End Mortgage Collector
Ditech Financial
05.2015 - 01.2018
High School Diploma -
Carl Hayden