Shundraneckea Calhoun
Summary
Experienced and customer-centric professional with a proven track record in operations and customer account management. Possessing exceptional communication skills and a knack for problem-solving, I excel in building strong client relationships and providing tailored solutions to meet their needs. With a background in handling diverse mortgage inquiries and resolving issues promptly, I am adept at ensuring customer satisfaction while meeting organizational objectives. Seeking to leverage my expertise to contribute to the success of a dynamic call center team as a Customer Account Manager.
Overview
10
10
years of professional experience
Work History
Assignment Processing Specialist
Chase Home Loans
08.2018 - 08.2021
- Spearhead the development and implementation of streamlined assignment processing procedures, resulting in a 35% improvement in efficiency
- Lead a high-performing team, achieving a 20% reduction in processing time through effective workflow management and process optimization
- Successfully process and assign a high volume of mortgage files, maintaining a 98% accuracy rate
- Collaborate with cross-functional teams to identify and resolve complex assignment issues, ensuring compliance with regulatory standards
- Implement continuous improvement initiatives, resulting in a 25% reduction in errors and enhanced overall team performance
- Entered invoice data into the online system accurately and efficiently
- Maintain organized records of invoices and supporting documentation.
Booking Agent
JPMorgan Chase
05.2016 - 08.2018
- Demonstrated precision in booking mortgage transactions, maintaining a 99% accuracy rate
- Resolved booking discrepancies through effective collaboration with clients and internal stakeholders, resulting in a 35% improvement in customer satisfaction
- Initiated and implemented process improvements, leading to a 20% reduction in booking errors
- Conducted regular training sessions to enhance the skills and knowledge of booking team members, contributing to a 30% increase in overall team performance
- Developed and maintained relationships with key stakeholders to ensure seamless communication and resolution of issues.
File Intake Department
Chase Home Loans
09.2011 - 07.2018
- Oversaw the intake of mortgage files and implemented a strategic organizational framework, leading to a 25% improvement in workflow efficiency
- Resolve any discrepancies or issues with invoices in a timely manner
- Developed and executed training programs for file intake team members, contributing to a 34% increase in team productivity
- Established and maintained a systematic file organization system, resulting in a 15% reduction in retrieval time
- Implemented quality control measures, achieving a 20% decrease in errors and discrepancies
- Fostered a collaborative environment, facilitating effective communication between file intake and processing departments
- Assist with month-end closing activities and reporting as needed.
Education
Skills
- Mortgage Operations
- Strategic Thinking
- Leadership
- Process Optimization
- Team Management
- Regulatory Compliance
- Customer Satisfaction
- Stakeholder Relations
- Knowledge of federal financial regulations
- Research
- Customer service
- Interpersonal
- Written and verbal communication
- Microsoft Office Applications
- Time Management
- Data Entry
- Time Management
Timeline
Assignment Processing Specialist
Chase Home Loans
08.2018 - 08.2021
Booking Agent
JPMorgan Chase
05.2016 - 08.2018
File Intake Department
Chase Home Loans
09.2011 - 07.2018