Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Rodney Howard

Los Angeles,CA

Summary

Highly motivated and detail-oriented professional with a proven track record in the notary dispatching and training industry, as well as a successful background as a default executive account resolution specialist. Excels in delivering exceptional customer service and resolving complex issues with a focus on achieving customer satisfaction. Possesses strong communication and problem-solving skills, coupled with a deep understanding of work culture dynamics and the ability to adapt to various environments. Seeking to leverage my diverse experience and quantifiable achievements to transition into the customer service field and contribute to the success of a progressive and customer-centric company.

Overview

10
10
years of professional experience

Work History

Election Support Specialist

Addecco
LOS ANGELES, CA
10.2024 - Current
  • Documented customer inquiries and resolutions in a ticketing system.
  • Analyzed computer issues, identified root causes, and implemented solutions.
  • Installed operating systems, applications, and related hardware components.
  • Ensured compliance with company policies regarding security protocols.
  • Conducted regular maintenance checks to ensure optimal system performance.
  • Implemented preventive measures to mitigate potential risks or threats.
  • Responded to user inquiries about hardware and software, explaining features, and resolving questions.
  • Maintained up-to-date knowledge of software and technical developments through reading and training.
  • Created detailed reports of all service activities for management review.
  • Performed a variety of clerical and administrative duties pertaining to on-site support.

Default Executive Account Resolution Specialist

Rocket Mortgage
Detroit, MI
02.2017 - 04.2022
  • Developed and executed strategic account resolution plans for defaulted mortgage accounts, resulting in a 20% increase in successful resolutions compared to the previous year.
  • Analyzed financial data and conducted risk assessments to identify potential recovery opportunities, leading to the recovery of over $10 million in delinquent mortgage payments.
  • Collaborated cross-functionally with Legal, Loss Mitigation, and Collections teams to streamline processes, resulting in a reduction in average resolution time.
  • Utilized advanced data analytics tools to identify trends and patterns in default accounts, enabling proactive account management and improving recovery rates.
  • Negotiated and finalized settlements with borrowers, attorneys, and third-party vendors, achieving a 90% success rate in securing favorable outcomes and minimizing financial losses.
  • Implemented performance measurement metrics to track and evaluate the effectiveness of account resolution strategies, resulting in an increase in team productivity.
  • Conducted regular audits of account resolution processes and documentation, ensuring compliance with internal policies and regulatory requirements.
  • Mentored and trained a team of junior account resolution specialists, resulting in an improvement in their performance metrics and increased employee satisfaction.

Notary Dispatcher/Trainer

Amrock
Detroit, MI
04.2015 - 02.2017
  • Coordinated and scheduled notary appointments for mortgage closings with precision and efficiency, ensuring a smooth and timely closing process for clients.
  • Managed a high volume of notary requests, averaging 100 requests per day, and achieved a 98% on-time appointment rate, exceeding company targets.
  • Developed and maintained a database of qualified notaries, ensuring availability and coverage in all geographic areas, resulting in a reduction in appointment rescheduling.
  • Implemented a streamlined communication system with notaries, utilizing technology tools such as email and text messaging, resulting in a decrease in appointment confirmation time.
  • Monitored and tracked notary performance and customer feedback, leading to an increase in customer satisfaction ratings for notary services.
  • Collaborated with the Sales and Operations teams to identify and resolve potential scheduling conflicts, minimizing customer dissatisfaction, and ensuring optimal resource allocation.
  • Conducted regular performance evaluations of notaries based on key performance indicators, resulting in an improvement in notary punctuality and professionalism.
  • Implemented process improvements, such as automated appointment reminders and centralized document management, resulting in a reduction in administrative errors.

Win Back Account Specialist

DIRECTV
Troy, MI
05.2014 - 04.2015
  • Conducted in-depth financial analysis of customer accounts to identify areas of improvement and implemented strategic initiatives, resulting in a reduction in account delinquency rates.
  • Collaborated with the sales team to develop customized financial plans for customers, resulting in an increase in loan approvals and a 10% increase in credit card applications.
  • Utilized advanced software systems to track and monitor customer account activity, ensuring prompt resolution of any issues or discrepancies, resulting in a 95% customer satisfaction score.
  • Conducted regular account reviews to identify opportunities for cost-saving and revenue generation, resulting in a reduction in operational expenses and an increase in interest income.
  • Acted as a subject matter expert, providing training and guidance to new team members, resulting in a decrease in training time and improved overall team performance.
  • Developed and implemented a customer referral program, resulting in an increase in new customer acquisitions, contributing to the overall growth of the customer base.
  • Collaborated with marketing teams to create targeted campaigns and promotions, resulting in a 20% increase in customer engagement and brand awareness.
  • Regularly exceeded monthly sales targets, achieving an average of $100,000 in new business revenue per month, contributing to the bank's overall success and profitability.

Education

Certitfcate - Transportation Dispatch

MIAT (Michigan Institution of Aviation and Technology)
Michigan
01.2010

Skills

  • Customer Service Excellence
  • Problem-Solving
  • Communication
  • Adaptability
  • Attention to Detail
  • Team Collaboration
  • Conflict Resolution
  • Staff Management
  • Reliability
  • Relationship Building
  • Technical assistance
  • Training and coaching

References

References available upon request.

Timeline

Election Support Specialist

Addecco
10.2024 - Current

Default Executive Account Resolution Specialist

Rocket Mortgage
02.2017 - 04.2022

Notary Dispatcher/Trainer

Amrock
04.2015 - 02.2017

Win Back Account Specialist

DIRECTV
05.2014 - 04.2015

Certitfcate - Transportation Dispatch

MIAT (Michigan Institution of Aviation and Technology)

Similar Profiles

CREATE PROFILE
Rodney Howard