Qwencilla Washington
Houston,Tx
Summary
To achieve employment with a company that offers a constructive workplace that will benefit from my years of customer service experience in a call center setting.
Senior management professional, bringing strategic leadership and operational excellence to drive organizational success. Skilled in project management, team collaboration, and process optimization with keen focus on achieving results. Adept at navigating complex challenges, fostering culture of accountability, and adapting to evolving business needs. Known for strong decision-making, effective communication, and building high-performing teams.
Overview
10
10
years of professional experience
Work History
Commercial Senior Manager
Shellpoint Mortgage Servicing
Houston, Tx
01.2025 - Current
- Managed team of over 50 employees.
- Assisted members across various client accounts.
- Supported strategies for a portfolio exceeding 100,000.
- Monitored compliance with investor requirements.
- Encouraged a culture focused on high performance.
- Developed training programs to enhance customer service quality.
- Examined KPIs to optimize performance.
Collections Manager
Shellpoint Mortgage Servicing
Houston, TX
08.2020 - 01.2025
- Directed collections team to enhance recovery strategies and improve overall performance.
- Implemented innovative processes to reduce delinquency rates and streamline workflow efficiency.
- Analyzed collection data to identify trends and inform strategic decision-making for debt recovery.
- Collaborated with cross-functional teams to develop training programs for collections staff, enhancing skills and productivity.
- Managed compliance with regulatory requirements, ensuring adherence to industry standards in collection practices.
- Established key performance indicators (KPIs) to measure team effectiveness and drive continuous improvement initiatives.
- Enhanced customer relationship management systems to improve communication and resolution of accounts in collections.
- Improved overall collections efficiency by implementing strategic collection plans and processes.
Collections Supervisor
Shellpoint Mortgage Servicing
Houston, TX
04.2018 - 08.2020
- Supervised collections team, ensuring adherence to compliance and regulatory standards.
- Developed training programs to enhance team performance and operational efficiency.
- Analyzed collection strategies, identifying areas for process improvement and implementation.
- Managed escalated customer inquiries, resolving issues and maintaining positive relationships.
- Implemented best practices in collections processes, reducing delinquency rates significantly.
- Streamlined department operations by optimizing workflows, policies, and procedures.
- Researched accounts and completed due diligence to resolve collection problems.
- Interviewed and assisted in selection of candidates for collections positions on team of 11.
Customer Service Representative
Shellpoint Mortgage Servicing
Houston, TX
09.2016 - 04.2018
- Accepted assignments with open, cooperative, positive and team-oriented attitude.
- Resolved customer inquiries and issues, ensuring satisfaction and retention.
- Managed complex customer accounts, ensuring compliance with company policies while delivering exceptional service.
- Led initiatives to optimize workflow processes, resulting in improved accuracy and consistency in service responses.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
High School Diploma -
Lagrange High School
Skills
- Able to articulate with excellent verbal and written communication skills, diplomatically resolve customer compliments and diffuse tension to ensure customer satisfaction
- Strategic planning
- Cross-functional collaboration
- Operations management
- Cross-functional team coordination
- Data-driven decision making
- Talent development
- Organizational development
Timeline
Commercial Senior Manager
Shellpoint Mortgage Servicing
01.2025 - Current
Collections Manager
Shellpoint Mortgage Servicing
08.2020 - 01.2025
Collections Supervisor
Shellpoint Mortgage Servicing
04.2018 - 08.2020
Customer Service Representative
Shellpoint Mortgage Servicing
09.2016 - 04.2018
High School Diploma -
Lagrange High School