Olivia Garrison
Plano
Summary
Professional with 10 years of experience who is customer-centered with a diverse customer service career. Highly motivated with a strong commitment to quality customer service coupled with professional and efficient communication skills. Seeking to advance career while contributing to the success of the company.
Overview
21
21
years of professional experience
Work History
Loss Mitigation Specialist
U.S. Bank
03.2022 - Current
- Remained updated with latest information related to mortgage products and services being offered.
- Analyzed credit, income, compliance, title documents, and appraisals during underwriting process.
- Controlled loss by assessing risk, conducting system analysis, and recommending policy solutions.
- Assessed clients' financial data to determine loan suitability.
- Reviews credit reports, property appraisals, income tax returns and other financial information to conduct proper due diligence to facilitate borrower's assistance programs. Refinance Within Existing Terms, Interim Extensions and Assumptions. Responsible for ensuring modification correspondence is sent to the broker/borrower and the Bank's attorney of behalf of the Bank. Administers the Modification to Approved Terms email inbox by routing emails to the appropriate department(s) and ensures documents are uploaded into the loan database system. Performs data integrity corrections as needed.
Mortgage Servicing Subject Matter Expert
U. S. Bank
02.2019 - 02.2022
- Reviews credit reports, property appraisals, income tax returns and other financial information to
conduct proper due diligence to facilitate borrower's assistance programs.
Refinance Within Existing Terms, Interim Extensions and Assumptions.
Responsible for ensuring modification correspondence is sent to the broker/borrower and the
Bank's attorney of behalf of the Bank.
Administers the Modification to Approved Terms email inbox by routing emails to the appropriate
department(s) and ensures documents are uploaded into the loan database system.
Performs data integrity corrections as needed. - Assist with new hire training.
- Provide ongoing training and coaching.
- Lead weekly huddles.
- Resolve escalations.
- Assist with the launch of new systems.
- Maintain a high level of customer service both internally and externally.
- Communicate new policies, procedures, and products.
- Respond politely and quickly to approximately 60 customer calls a day when needed.
- Complete calling campaigns and notate accounts via MSP when needed.
- Review and effectively explain escrow.
- Submit appropriate requests on behalf of mortgagors.
- Collect on delinquent accounts and schedule payments to cure accounts.
Lead Shift Technician
Sterling Operating Systems-Blue Apron
03.2016 - 02.2019
- Attend and properly communicate safety and quality training to team members.
- Complete and file documentation for the logs of completed work.
- Complete weekly schedules for team members.
- Audit numbers to confirm they are correct for proper cleaning within the allotted time designated.
- Train team to dispose of outdated products.
- Trained on testing titration for daily chemical log.
- Maintain clean work area to ensure area is in safe condition at all times.
- Maintain all equipment is in good working order. Cleaning and test to confirm machinery is operating properly before being released back to production including food safety testing.
- Trey sealer
- Scale room
- Bottling line
- Douglas tore washer
Key Holder - Assist Manager
Five Below
06.2015 - 03.2016
- Opening the store
- Closing the store
- Making bank deposits daily
- Counting down registers with desired amount for opening and closing
- Floor plans for displaying on planner
- Directing employees where they are needed on the sales floor
- Making sure every area is zoned correctly
- Shipping and receiving merchandise following proper paper work
Department Manager
JCPenney
11.2012 - 06.2015
- Effectively communicate with employees and customers
- Create and manage schedules
- Process credit applications
- Meet deadlines
- Meet goal expectations set monthly/quarterly
- Cross sell appropriate products
- Process incoming shipments
- Manage escalations
- Follow and train employees to remain in compliance
- Successfully delegate tasks to maintain load balance within department
- Shipping and receiving products following proper paperwork
Customer Service Representative
Kroger Grocery
05.2009 - 11.2009
- Balance drawer
- Maintain customer satisfaction
- Stock supplies
- Audit inventory and cash drawers
Housing Office Assistant
Navarro College
05.2005 - 08.2008
- Assist with student application processing
- Manage and maintain files
- De-escalate complaints
- Assist with the management of schedules
- Direct phone calls to appropriate departments
- Produce student identification cards and parking registration
Education
Diploma -
Corsicana High School
01-2009
Skills
- Negotiation expertise
- Loan modification
- Coordinating records
- Underwriting processes
Timeline
Loss Mitigation Specialist
U.S. Bank
03.2022 - Current
Mortgage Servicing Subject Matter Expert
U. S. Bank
02.2019 - 02.2022
Lead Shift Technician
Sterling Operating Systems-Blue Apron
03.2016 - 02.2019
Key Holder - Assist Manager
Five Below
06.2015 - 03.2016
Department Manager
JCPenney
11.2012 - 06.2015
Customer Service Representative
Kroger Grocery
05.2009 - 11.2009
Housing Office Assistant
Navarro College
05.2005 - 08.2008
Diploma -
Corsicana High School