Samantha Johnson
CHARLOTTE,NC
Summary
Detail-oriented Customer Service Representative with extensive experience in mortgage servicing. Skilled in ensuring timely payments and minimizing risks related to defaults and foreclosures. Strong team player focused on enhancing customer satisfaction and fostering relationships to drive business growth.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Owner
Child Care
CHARLOTTE, NC
08.2014 - Current
- Oversaw daily operations of child care facility, ensuring safety and compliance with regulations.
- Implemented policies and procedures to create a nurturing environment for children.
- Developed engaging educational programs tailored to children's developmental needs.
- Coordinated community events to enhance child development and foster family involvement.
Sales Associate
Tranzact
CHARLOTTE, NC
04.2025 - 01.2026
- Guided customers in product selection, enhancing their purchasing experience with tailored recommendations.
- Addressed customer inquiries and complaints efficiently, ensuring high satisfaction and retention.
- Informed customers about importance of adequate insurance coverage, fostering informed decision-making.
- Utilized CRM software to track client interactions and policy renewals.
- Conducted market research to stay informed about industry trends and competitors.
Home Preservation Specialist II
Wells Fargo Home Mortgage
Fort Mill, SC
01.2012 - 12.2012
- Assisted customers in processing loan modifications and providing status updates on short sales and deeds in lieu, ensuring high-quality customer service
- Managed escalated calls, resolving complex customer issues efficiently
- Ensured High Flyer status by achieving SOAR scores of 95% or greater on call monitoring assessments.
- Led team meetings to share departmental updates and discuss strategies for team improvement
- Provided daily reports to the manager and team
- Member of the HPS II team "fun committee" that provided ideas to increase department morale
Collector III / Home Preservation Specialist II
Wells Fargo Reverse Mortgage
Fort Mill, SC
05.2011 - 01.2012
- Managed escalated calls and followed up with internal and external customers to ensure resolution
- Responded to customer grievances from OOP (Office of the President) and OCC (Office of the Comptroller of the Currency), conducting follow-up calls to ensure customer satisfaction
- 100% average PAR Scores which measured customer service skills and business focus
- Trained new hires to ensure consistency all policies and procedures are followed
- Created and updated current department policies and procedures
- Created and maintained Excel reports by integrating formulas and utilizing Pivot tables for data analysis
- Assisted in the testing phase of the new RMS II system
- Monitored the call volume and team member's availability via Avaya
- Assisted supervisor with special projects and managed all aspects of the team in the absence of the supervisor
Collector II
Wells Fargo Reverse Mortgage
Fort Mill, SC
12.2010 - 05.2011
- Conducted outbound and inbound calls to inform mortgagors about Reverse Mortgage status related to tax and insurance requirements
- Educated mortgagors and their families on Due & Payable process to ensure proper property maintenance after loan is called due
- Assisted mortgagors obtaining financial counseling during financial hardships
- Facilitated payment arrangements for mortgagors to help bring accounts current
Collector I
Wells Fargo Home Mortgage
Fort Mill, SC
11.2006 - 12.2010
- Collected payments, evaluated financial situations, and negotiated terms of repayment.
- Advised mortgagors on loan status and presented options to avoid foreclosure, facilitating retention and liquidation strategies.
- Documented collection activity, demonstrating strong analytical and problem-solving skills.
- Achieved top team performance by obtaining the highest PAR scores for May 2010.
- Consistently remained in the top 10% of dollars collected on the team
- Guided mortgagors in maintaining ownership through informed decision-making during face-to-face consultations at Home Preservation Workshop.
- Facilitated loan restructuring processes, including registration and intake procedures.
Quartermaster and Chemical Equipment Specialist
US ARMY National Guard
Charlotte, NC
06.2007 - 03.2010
- Tracked over 4,000 deployed soldiers using self-created spreadsheets, improving visibility of troop status
- Completed a deployment to Iraq in 2007-2008
- Received a good conduct medal for 2007 deployment to Iraq
- Inventoried maintenance parts and equipment, ensuring accountability for over $2.4 million in government assets
- Organized mail distribution and handled document reproduction to support service members' communication needs.
- Processed awards for deployed soldiers
- Distributed incoming mail and processed outgoing mail
- Maintained accurate accounting of soldiers' official military records, facilitating timely updates and compliance
- Ensured all soldiers required documentation is completed with efficiency and accuracy
Quartermaster and Chemical Equipment Specialist
US ARMY National Guard
Gray, TN
06.2003 - 06.2007
- Supervised the maintenance of over $150,000 of quartermaster and chemical equipment
- Monitored daily maintenance of military equipment to ensure operational readiness.
- Developed daily spreadsheets to track maintenance progress and ensure timely completion.
- Supported maintenance section in performing general maintenance tasks on vehicles.
Supervisor
Boys and Girls Teen Center
Bristol, VA
01.2004 - 01.2006
- Supervised staff and ensured that the staff and members adhered to company policies and procedures
- Monitored members' school performance through meetings with school personnel and parents, fostering collaboration to support academic success.
- Developed schedules for Boys & Girls Club Teen Center members, integrating educational programming with daily activities to enhance engagement.
- Liaison for the Juvenile Detention Center and provided Job Readiness Classes to members
- Compiled reports detailing daily activities to inform staff and stakeholders.
Education
Master of Business Administration -
Montreat College
Charlotte, NC12-2014
B.A. - Interdisciplinary Studies
Virginia Intermont College
Bristol, VA12-2002
Skills
- Business development
- Business strategy development
- Policy implementation
- Regulatory compliance
- Operational management
- Problem solving
- Community engagement
Volunteer Experience
08/2023, 08/2024, David Cox Road Elementary School, PTA Vice President
Certification
- Insurance Producer: Accident and Health
- Insurance Producer: LTC/ Med Supplements
Timeline
Sales Associate
Tranzact
04.2025 - 01.2026
Owner
Child Care
08.2014 - Current
Home Preservation Specialist II
Wells Fargo Home Mortgage
01.2012 - 12.2012
Collector III / Home Preservation Specialist II
Wells Fargo Reverse Mortgage
05.2011 - 01.2012
Collector II
Wells Fargo Reverse Mortgage
12.2010 - 05.2011
Quartermaster and Chemical Equipment Specialist
US ARMY National Guard
06.2007 - 03.2010
Collector I
Wells Fargo Home Mortgage
11.2006 - 12.2010
Supervisor
Boys and Girls Teen Center
01.2004 - 01.2006
Quartermaster and Chemical Equipment Specialist
US ARMY National Guard
06.2003 - 06.2007
Master of Business Administration -
Montreat College
B.A. - Interdisciplinary Studies
Virginia Intermont College