SAMELLA DOUGLAS
Irving,TX
Summary
Personable Customer Service Supervisor with background of effective leadership and excellent customer service. Facilitates effective departmental communication and coordination to drive productivity and customer satisfaction ratings.
Overview
11
11
years of professional experience
Work History
Operations Customer Service Manager
U.S. Bank
Irving, TX
02.2022 - Current
- Trained new employees on proper protocols and customer service standards.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
Customer Service Supervisor
Us Bank
Irving, TX
07.2018 - 02.2022
- Facilitated individual coaching sessions with CSRs to realign productivity goals.
- Communicated policy updates and information to team to enhance goal efficiency.
- Automated document flow by maintaining coaching and developing sessions, time-off requests and payroll data into database.
- Streamlined operational efficiencies by accurately conducting new hire interviews and assisting management with employment decisions.
- Coached team members on metrics and consumer experience behavior identification to improve satisfaction ratings.
- Evaluated employee job performance and motivated staff to improve productivity.
Loan Processor
US Bank Home Mortgage
St. Louis , MO
05.2017 - 07.2018
- Set up and completed loan submission packages.
- Reviewed loan files and updated to match current standards.
- Worked with underwriters to fix application problems and resolve issues.
- Handled any conditions sent from underwriting departments.
- Consulted with outside vendors to identify and resolve loan closing issues.
- Produced and submitted completed loan packages to title and escrow professionals.
- Reviewed and validated details of loan applications and closing documentation.
Bankruptcy Realationship Manager Specialist
US Bank
St Louis, MO
01.2017 - 05.2017
- Retain and collect appropriate documentation for loss mitigation files according to investor guidelines.
- Engage in daily correspondence with mortgagors and third party clients through outstanding communication.
- Emphasize attention to detail through detailed and complete data entry during file documentation.
- Execute timely and efficient completion of daily reports Resolve and forward requests in accordance with established company procedures.
- Avoided delinquencies by closely following up with bankruptcy attorneys and remaining aware of all major deadlines.
- Worked closely with bankruptcy attorneys to review documents and made all required corrections.
- Accepted and processed customer payments and applied toward aging account balances.
Mortgage Default Team Lead
US Bank
St Louis, MO
12.2012 - 12.2016
- Supervised 10 to 30 employees evaluating skill set and counseling for improved performance.
- Ensured consistent adherence to company policies, procedures and performance standards Resolved critical issues in a time-sensitive environment using excellent analytical skills.
- Handle and resolved verbal complaints Communicated requirements and production goals to employees.
- Facilitated training for new employees in compliance with established guidelines.
- Managed employee performance including coaching, support, and discipline Developed and implemented practical solutions for process improvement and increased productivity.
- Responded to more than 75 telephone calls and emails each day, answering questions and collecting information about specific concerns.
Single Point of Contact (SPOC)
US Bank
St Louis, MO
01.2010 - 01.2012
- Act as single point of contact to ensure there are no gaps in processing of loss mitigation in a call center environment.
- Maintain customer focus at all times by taking ownership of all inquiries and proactively following through to resolution
- Exceeded customer satisfaction by finding creative solutions to problems
- Juggled multiple projects and tasks to ensure high quality and timely delivery
- Educated customers on variety of loan products and available credit options to promote valuable decision-making.
Education
Associate of Business Administration -
FOREST PARK
St Louis, MOSkills
- Verbal and Written Communication
- Work Prioritization
- Staff Training
- Performance Evaluations
- Office Management
- Time Management
- Understanding and practical application of applicable laws and regulations
- Customer Implementation
- Call Center Operations
Timeline
Operations Customer Service Manager
U.S. Bank
02.2022 - Current
Customer Service Supervisor
Us Bank
07.2018 - 02.2022
Loan Processor
US Bank Home Mortgage
05.2017 - 07.2018
Bankruptcy Realationship Manager Specialist
US Bank
01.2017 - 05.2017
Mortgage Default Team Lead
US Bank
12.2012 - 12.2016
Single Point of Contact (SPOC)
US Bank
01.2010 - 01.2012
Associate of Business Administration -
FOREST PARK
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