Summary
Overview
Work History
Education
Skills
Timeline
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Shirley Graham

Arlington,Texas

Summary

My objective is to obtain a professional career with United Airlines. Enthusiastic and customer-focused professional seeking a Flight Attendant position with United Airlines. Brings strong communication skills, a safety-first mindset, and a genuine passion for helping people. Dedicated to providing exceptional in-flight service, ensuring passenger comfort, and upholding the highest safety and hospitality standards while representing the airline with professionalism and care.

Overview

22
22
years of professional experience

Work History

Account Manager

Santander Consumer USA
10.2013 - 06.2025
  • Manage work queue of 150-200+ delinquent accounts in the Backend and Late Stage Department.
  • Contribute to reaching team and company goals with effective communication, strong negotiations and exceptional research skills.
  • Analyze payment trends while utilizing best practices to negotiate repayment plans to resolve delinquency.
  • Process program tools such as payments, deferments, hardship modifications and repossession assignments.
  • Make outbound calls along with taking inbound calls to collect payment via credit card and ACH/GPS Speedpay system while adhering to state and federal laws.
  • Communicate with attorneys to gather bankruptcy information and insurance companies to thoroughly document claim and total loss information.
  • Provide superior customer service to all clients to ensure a positive experience while providing the best resolution for the customer and company alike
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

Underwriter and Loss Mitigations

JP Morgan Chase
12.2011 - 07.2013
  • Analyzed applications for default mortgage loans to determine the best practice and executed Operational Risk programs
  • Processed short sale, deed in lieu and modifications, DTI Calculations, coding and decision accuracy, while adhering to lending rules
  • Proficient in FHA, HUD, Fannie Mae, Freddie Mac and Conventional loan guidelines
  • Received underwriting signing authority up to $417K
  • Managed fraud risk and loss prevention

Senior Account Resolution Specialist

GE Capital Solution
07.2005 - 11.2011
  • Successfully managed a million dollar commercial transportation portfolio and received company recognition as top performer, due to exceeding company goals and expectations
  • Processed legal documents for bankruptcies, bankruptcy discharge, litigation files and deficiency settlements, displaying a professional representation of the company, while communicating with law offices and court representatives
  • Utilized skip tolls and effective communication with third party vendors to schedule repossession orders and collateral recovery

Senior Collector

Citi Capital Commercial
02.2003 - 07.2005

Education

Business and Management

University Of Texas @ Austin
01.1990

High School - undefined

Taylor High School
01.1988

Skills

  • Microsoft Office, Work Pro, WordPerfect, Lexis Nexis, AS400, Pacer, LPS Desktop, CCW, MSP Lenderlive, DU/LP Automateed, Calyx Point, AUS, Lamp and Laser Pro Mortgage and extensive Customer Service Experience

Timeline

Account Manager

Santander Consumer USA
10.2013 - 06.2025

Underwriter and Loss Mitigations

JP Morgan Chase
12.2011 - 07.2013

Senior Account Resolution Specialist

GE Capital Solution
07.2005 - 11.2011

Senior Collector

Citi Capital Commercial
02.2003 - 07.2005

Business and Management

University Of Texas @ Austin

High School - undefined

Taylor High School

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Shirley Graham