Shalencia Mims
Houston,TX
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
Work History
Mortgage Processor
PHH Mortgage Services
08.2020 - Current
- Assist customers with answering questions about forbearance on loans
- Help customers get into web to pay bill and reset passwords
- Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process
- Handled any conditions sent from underwriting departments
- Reviewed financial statements and contacted institutions and customers to clarify details
- Communicated with originator and applicant concerning progress of loan file
- Uphold complete confidentiality of all submitted information according to release guidelines
- Set up and completed loan submission packages
- Evaluated approvals against established bank and government lending standards
- Set up, stored and updated customer files, department records and regulatory paperwork
Team Leader/ Quality Assurance
Continuum
10.2020 - 06.2022
- Mentored and guided employees to foster proper completion of assigned duties
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service
- Built strong relationships with customers through positive attitude and attentive response
- Established open and professional relationships with team members to achieve quick resolutions for various issues
- Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals
- Facilitated training for associates through daily coaching and regular performance appraisals
- Implemented new working processes to deliver multiple improvements
- Cross-trained and provided back up for customer service managers
- Molded team and embraced change to adapt within dynamic market
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies
- Educated employees on specific QA standards and confirmed maintenance of standards
- Inspected, verified and documented quantifiable characteristics of finished goods by comparing against customer specifications and company quality standards
- Kept inspection journals and daily summary logs as required
- Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs
Tech Support Specialist
Empereon Marketing, LLC
09.2018 - 02.2020
- Trouble shoot fiber lines, cable, internet and telephone services, help customers set up services, send out new boxes, schedule technician
Human Resources Assistant / Administrator
Amazing Touch Care Home
01.2015 - 06.2018
- Updated HR database with new employee information, changes in benefits and other details
- Oversaw hiring, staffing, and labor law compliance
- Prepared new hire letters, employee contracts and corporate policies
- Oversaw exit interviews and off-boarding process for resigned and terminated employees
- Addressed employee conflicts with appropriate urgency, following all corporate procedures
- Collaborated with entire human resource department to discuss new ways to recruit top talent
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions
- Generated reports and typed letters in Word and prepared PowerPoint presentations
- Coached new employees on administrative procedures, company policies and performance standards
- Restocked supplies and placed purchase orders to maintain adequate stock levels
- Processed invoices and expenses using QuickBooks to facilitate on-time payment
- Monitored premises, screened visitors, updated logs and issued passes to maintain security
- Organized weekly staff meetings and logged minutes for corporate records
Collections Representative
Target
10.2015 - 01.2016
- Highly trained Collector with strong clinical abilities and a successful career in both slow paced and fast paced facilities
- Proactive and organized with passionate commitment to customer service care
- Secures premises and personnel by patrolling property; monitoring surveillance equipment; inspecting buildings, equipment, and access points; permitting entry
Education
High School Diploma -
Marquee Learning
Houston, TX02.2014
Skills
- Customer and Personal Service
- Active Listening
- Speaking
- English Language
- Negotiation
- Mathematics
- Writing
- Computers and Electronics
- Time Management
- Tech savvy
- Great problem solver
- Skills
- Microsoft Office
- Technical Support
- Desktop Support
- Troubleshooting
- Help Desk
- Software Troubleshooting
- Operating Systems
- Computer Networking
- IT Support
- Digital Applications
- Loan Application Preparation
- Legal Documentation
- Mortgage Loan Closing
- Appraisal Compilation
- Deposit Verification
- Reading Comprehension
- Telephone Orders
- Client Support
- Collection Calls
- MS Office
- Project Management
- Resourceful and Analytical
- Attention to Detail
- Customer Service
- Verbal and Written Communication
- Quality Standards
- Strategic Planning
- New Hire Onboarding
- Time Sheet Processing
- Overcoming Obstacles
- Employee Supervision
- Maintaining Quality Assurance Standards
- Audit Assistance
- Performance Monitoring
- Team Collaboration
- Analytical Thinking
- Public Speaking
- Team Leadership
- Word Processing
- Documentation
- Consulting
- Upbeat and Positive Personality
- Courteous with Strong Service Mindset
- Carrier Relations
- Data Entry and Maintenance
- Upselling Products and Services
- Responding to Difficult Customers
- POS Systems and Ordering Platforms
- Customer Service and Assistance
- Inputting Claims
- Issue and Complaint Resolution
- Order and Refund Processing
- Call Documentation
- Efficient and Detail-Oriented
- Customer Interaction
- Web Portals
- Customer Retention Strategies
- Quality Assurance Evaluation
- Online Chat
- Strong Telephone Etiquette
- Knowledge Base
- Communications Support
- Microsoft Excel
- Loyalty Programs
- Special Requests
- Client Relations Skills
- Excellent Attention to Detail
- Call Volume and Quality Metrics
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Timeline
Team Leader/ Quality Assurance
Continuum
10.2020 - 06.2022
Mortgage Processor
PHH Mortgage Services
08.2020 - Current
Tech Support Specialist
Empereon Marketing, LLC
09.2018 - 02.2020
Collections Representative
Target
10.2015 - 01.2016
Human Resources Assistant / Administrator
Amazing Touch Care Home
01.2015 - 06.2018
High School Diploma -
Marquee Learning
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