Summary
Overview
Work History
Education
Skills
Timeline
Generic

Phaedra Wilkins

Benton Harbor,MI

Summary

Dynamic Mortgage Servicing Specialist at JPMorgan Chase with a proven track record in problem resolution and attention to detail. Expert in loan servicing software, I excelled in conducting audits and enhancing customer satisfaction through effective communication. Recognized for improving operational efficiency and maintaining compliance in a fast-paced environment.

Overview

11
11
years of professional experience

Work History

Mortgage Servicing Specialist

JPMorgan Chase
03.2023 - Current
  • Data Entry Specialist
  • Conducted comprehensive audits of mortgage files, identifying discrepancies and rectifying errors in a timely fashion.
  • Maintained detailed records of borrower communications within the loan servicing system for easy retrieval during internal or external audits or reviews.
  • Provided exemplary customer service during all interactions with borrowers, lenders, insurers, and legal representatives within the mortgage ecosystem.
  • Leveraged advanced knowledge of mortgage servicing systems and software applications to quickly adapt to changing industry standards and best practices.

Customer Response Executive

T-Mobile
03.2021 - 03.2023
  • Mastered various CRM tools to effectively manage customer interactions and track resolutions.
  • Balanced multiple priorities concurrently without compromising quality or accuracy in work output, demonstrating exceptional time management skills.
  • Completed outbound contact of 10-15 customers daily to offer resolve of customer grievances received via social media replies, direct to executive emails, and requests from retail visits.

Merger Specialist/Loyalty Program Lead

T-Mobile
01.2020 - 02.2021
  • Managed projects across 109 retail locations, improving customer experience through effective feedback collaboration.
  • Collaborated with cross-functional teams to achieve project goals on time and within budget during year 1 acquisition phase.
  • Hosted market meetings to address performance outliers, design action plans, and share best practices.
  • Implemented new training programs for staff, leading to higher employee retention rates and better overall performance of systems and customer base merging.

Retail Associate Manager

T-Mobile
11.2018 - 12.2020
  • fManaged daily cash handling procedures, ensuring accuracy in transactions and balancing registers at the end of each shift.
  • Supported loss prevention initiatives by adhering to proper protocols during transactions, returns, or exchanges.
  • Streamlined store operations by organizing displays, maintaining cleanliness, and implementing efficient processes.
  • Modeled effective leadership of 5-9 employees to gain commitment to store goals and training to exceed industry standards.
  • Trained employees in suggested selling and merchandising techniques to meet sales quotas.
  • Supported retail manager by identifying and leveraging partnerships that benefited community and store.
  • Monitored and identified store losses or inconsistencies and implemented solutions to successfully achieve company goals.
  • Acted as in-store sales leader and maintained strong presence on floor to build relationships with customers, support and develop team and increase revenue.
  • Implemented visual merchandising standards, crafting appealing store layouts that attracted customers attention.
  • Conducted regular audits of store procedures to ensure compliance with company guidelines and industry regulations.
  • Controlled store inventory and reviewed cash handling and operations reports.
  • Trained and developed new employees for ease of transition into team.
  • Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.

Mobile Expert

T-Mobile
12.2016 - 10.2018
  • Resolved customer complaints swiftly and professionally, ensuring a positive experience for all parties involved.
  • Enhanced teamwork, collaborated with colleagues to share knowledge and improve overall store performance.
  • Assisted customers in setting up new devices, transferring data, and troubleshooting technical issues as needed.
  • Contributed to a positive work culture by actively participating in team meetings, sharing ideas, and supporting colleagues.
  • Boosted sales performance with personalized recommendations tailored to each customer''s unique needs.
  • Maintained a comprehensive understanding of the latest industry trends, products, and technologies to stay ahead of competitors.
  • Improved sales conversion rates by utilizing strong product knowledge and persuasive communication skills.
  • Exceeded assigned sales targets consistently by building rapport with customers and identifying upselling opportunities.

Trainer

T-Mobile
01.2016 - 12.2016
  • Designed and delivered interactive training sessions, significantly improving trainee performance metrics.
  • Collaborated with trainers on lesson plans, enhancing training efficacy and team cohesion.
  • Provided one-on-one mentoring to help individuals reach their full potential within the organization.
  • Facilitated team-building exercises to foster collaboration between department members.
  • Delivered dynamic presentations to facilitate learning and retention among diverse audiences.
  • Analyzed and evaluated training effectiveness and program outcomes.

Retention Specialist

T-Mobile
01.2014 - 12.2014
  • Handled escalated customer complaints professionally, de-escalating situations while finding mutually beneficial resolutions.
  • Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
  • Negotiated contract renewals, securing continued business partnerships with satisfied clients.
  • Built constructive customer relationships to improve loyalty and recommendations.
  • Conducted regular account reviews, addressing concerns and presenting solutions to retain customers.
  • Utilized knowledge of customer experience to create specialized plans for customer retention.

Education

Bachelor of Arts - Business Management

Strayer University
06-2027

Skills

  • Problem resolution
  • Document review
  • Payment processing
  • Policy adherence
  • Escrow administration
  • Loan servicing software
  • Sales and negotiation
  • Time management
  • Attention to detail
  • Excellent communication
  • Microsoft office

Timeline

Mortgage Servicing Specialist

JPMorgan Chase
03.2023 - Current

Customer Response Executive

T-Mobile
03.2021 - 03.2023

Merger Specialist/Loyalty Program Lead

T-Mobile
01.2020 - 02.2021

Retail Associate Manager

T-Mobile
11.2018 - 12.2020

Mobile Expert

T-Mobile
12.2016 - 10.2018

Trainer

T-Mobile
01.2016 - 12.2016

Retention Specialist

T-Mobile
01.2014 - 12.2014

Bachelor of Arts - Business Management

Strayer University

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