Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nikia Gray

Seagoville,TX

Summary

I processed complex customer inquiries, I excelled in performance tracking and teamwork at PennyMac Loan Services. Leveraging strong communication and problem-solving skills, I significantly contributed to enhancing customer satisfaction and operational efficiency, demonstrating reliability and a keen eye for detail in fast-paced environments.

Overview

14
14
years of professional experience

Work History

Home Solutions Specialist

MrCooper
09.2024 - Current
  • Working an Inbound/Outbound Call queue
  • Assisting customer with making mortgage payments, answering questions related to escrow, payment misapplications, payment posting errors
  • Provide support for the consumer, bankruptcy inquiries
  • Loss mitigation such as setting up payment arrangements, offering payment assistance options such as Full Reinstatements, Repayment Plans, Deferments, and Modification options.

Workforce Management Specialist

PennyMac Loan Services
01.2022 - 06.2024
  • Support of the Research Department to maximize performance, while adhering to company and investor requirements.
  • I monitored and supported call center agents as well as research associates. I was also tasked with telephony and workforce staffing administrative duties, including the reporting of the Research teams absenteeism, production, monitoring agents calls, updating vacation time, call outs, and /or late arrivals for the day.
  • I assisted with the reallocation of agents to different areas within the Research Department to support the team as a whole. I reported and communicated server outages with management staff, the IT team and the agents until resolved.
  • Met with the Research management staff on a daily basis to determine what actions were needed to diminish negative trends, bridge process gaps and eliminate backlogs, with special projects.

Research Associate

PennyMac Loan Services
07.2014 - 01.2022
  • I research and resolve concerns, and inquires presented by our customers whether via written correspondence, secure messaging, or by phone via customer service.
  • I reviewed all resources notes and internal systems to determine the problem while utilizing points of contact within various lines of business to ensure that we resolved the issue for the customer in a timely manner. I have been expertly trained in the research department to assist customer facing inquires based on customers concerns, and secure messages which are emails received in a secured forum from the customer. The timeframe allotted to provide resolve for the requests received from the customer is 24 hours.
  • I trained new and existing agents on various task types to ensure that they understand the job function and possess the ability to work those task types on to provide resolve as well. I have mastered all of the components relied upon within the research department, and have used that knowledge to help others.

DSCR Advocate

Wingspan Portfolio Advisors
04.2011 - 05.2014
  • I was hired as a DSCR Advocate addressing customers concerns in a written capacity.
  • Inline Specialist, Player Coach and finally a Supervisor of a team that I oversaw 7-15 agents. I assisted customers with finding a resolution to any concerns they have outlined in their complaints. Working diligently to research the concern and provide an accurate summary of the events in question.
  • Inline Specialist and in this position, I was the final review on cases prior to them responses issued out to the customer. My position as a Player Coach allowed me to assist the Team Lead anything my assistance was needed to ensure that the team as a whole was able to satisfy our production numbers for the day.
  • Team Lead, with the responsibility of a team of associates between 7 to 15 employees in this position, I completed reporting tasks and assisted the advocates with correspondences received from borrower requesting information, or with questions about their loan, and updates regarding previously requested information and confirmed that an effortless response was mailed. I met with upper management daily to discuss strategies with what we could do, to assist agents who were struggling to meet their production goals and possible performance improvement plans.

Education

High School Diploma -

Honors Academy Dallas
Dallas, TX
11-2022

Skills

  • Word Perfect
  • Microsoft Excel Reporting
  • Microsoft Access
  • Typing 50 WPM
  • Inbound and Outbound Customer Service
  • Collections
  • Research
  • Loss Mitigation
  • Bankruptcy
  • Escrow
  • Third-Party Quality Assurance
  • 6-line phone system
  • Data Entry skills of 69,000 key strokes
  • Black Knight
  • Managerial Skills
  • Certified OJT Coach
  • Secure Messaging
  • Live Chat
  • Workforce Management

Timeline

Home Solutions Specialist

MrCooper
09.2024 - Current

Workforce Management Specialist

PennyMac Loan Services
01.2022 - 06.2024

Research Associate

PennyMac Loan Services
07.2014 - 01.2022

DSCR Advocate

Wingspan Portfolio Advisors
04.2011 - 05.2014

High School Diploma -

Honors Academy Dallas

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Nikia Gray