Paulette Hood
Rowlett,USA
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Organized and motivated employee eager to apply time management and organizational skills in various environments. Seeking entry-level opportunities to expand skills while facilitating company growth.
Overview
31
31
years of professional experience
Work History
Insurance Claims Adjuster
Independent Contractor for the State of Texas
Dallas, TX
07.2023 - Current
- Negotiate and settled claims according to information presented through reports, research and data verification.
- Drafte statement of loss to summarize damages, payments and underlying policy coverage.
- Gather information from various third parties to determine claim acceptability.
- Complete required investigations on referred files within established timeframes.
Team Lead/Sr Specialist
Fannie Mae
Addison, Texas
01.2008 - 08.2015
- Followed underwriting guidelines in developing rates for new and renewal groups.
- Inspected financial statements, credit information and title data to complete underwriting process.
- Coordinated with internal teams to complete daily assignments and meet deadlines.
- Created and implemented training programs for new employees, resulting in improved morale and better skills development.
- Delivered in-depth, informative presentations on loss mitigation to expose individuals to solutions and services.
Call Center Manager
Citi Financial Mortgage
Coppell, Texas
01.1993 - 12.2008
- Managed teams who conducted comprehensive analysis and evaluated risk to control underwriting loss.
- Worked with customers to put together plans focused on retaining property ownership.
- Helped clients and attorneys complete short sales.
- Served as liaison between borrowers and lenders and collaborated with both parties to obtain optimal loans for home retention.
- Motivated and promoted team employees from within for key leadership roles.
- Conducted periodic performance reviews to determine employee eligibility for merit increases and bonuses.
Call Center Supervisor
Citi Financial
Coppell, Texas
- Handled escalated customer service concerns to preserve customer satisfaction and maintain long-term business relationships.
- Trained and supervised new employees to promote overall team productivity and consistent service.
- Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Facilitated individual coaching sessions with CSRs to realign productivity goals.
Education
Business Courses, No Degree -
Contra Costa Community College
El Cerrito High School
Skills
- Risk Mitigation
- Coverage Assessments
- Quality Control
- Risk Management
- Risk Assessment
- Foreclosures Experience
- Underwriting Understanding
- Mortgage Processes Knowledge
- Document Analysis
- Analytical and Critical Thinking
- Regulatory Compliance
- Collections Management
- Automated Underwriting System (AUS)
- PeopleSoft
- Collections Proficiency
- Application Review
- Client Counseling
Timeline
Insurance Claims Adjuster
Independent Contractor for the State of Texas
07.2023 - Current
Team Lead/Sr Specialist
Fannie Mae
01.2008 - 08.2015
Call Center Manager
Citi Financial Mortgage
01.1993 - 12.2008
Call Center Supervisor
Citi Financial
Business Courses, No Degree -
Contra Costa Community College
El Cerrito High School
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