Stephanie King
Minot,ND
Summary
I am seeking employment with a company where I can use my talents and skills to grow and expand the company. I want to succeed in a stimulating and challenging environment, building the success of the company while I experience advancement opportunities. I want to excel in this field with hard work, perseverance and dedication. I am seeking a company where I can use my experience and education to help the company meet and surpass its goals. I want to be part of the success in an environment of growth and excellence. I am seeking a competitive and challenging environment where I can serve your organization and establish an enjoyable career for myself.
Overview
23
23
years of professional experience
Work History
Assistant Service Manager
William L Morris
Fillmore, CA
08.2016 - Current
- Process and submit warranty claims, process invoices, order supplies
- Receive and review customer payments for internal auto repair work
- Ensure that Service Consultants meets and greets all customers in a prompt and courteous manner
- If all Service Consultants are busy with other customers, personally assist customer
- Track Sales penetration and CSI scores on a daily basis
- Create an environment of friendly competition so that all Service Consultants will compete to be the best
- Handle all customer concerns in a quick, efficient, and friendly manner
- Be proactive and anticipate potential customer issues before they seek assistance from senior management
- Perform all duties of the Service Manager in his/her absence
- Ensure that Service Consultant position properly staffed at all times
- Review monthly Labor Operations Usage and capacity planning
Office Manager
Westlie Ford
Minot, North Dakota
06.2021 - 10.2024
- Developed and implemented office policies and procedures.
- Supervised staff members, organized schedules and delegated tasks.
- Processed invoices and ordered supplies.
- Answered phone calls, responded to emails, routed mail and coordinated courier services.
- Resolved customer inquiries in a timely manner while maintaining positive relationships with clients.
- Tracked invoices and payments to ensure accuracy of accounts receivable and payable information.
- Reviewed and processed warranty claims to ensure accuracy of all information.
- Reviewed and submitted technicians hours per job orders.
- Assisted advisors with there day to day activities as needed.
AVP, Unit Manager Case Management
BANK OF AMERICA
Simi Valley, CA
01.2010 - 07.2015
- Resolved customer complaints that were initiated by the US Attorney General office per State
- Responsible for addressing customer escalations that are substantially similar in nature in, in order to streamline the bank's efforts and reduce costs
- Work with investor relations, internal and external legal partners, regulatory agencies in an effort to limit reputational legal risk to the Bank
- Manage operational budget, merit increase, staff performance and reviews, personnel actions such as hiring, promotion and dismissal of employment
- Unit FTE consisted of 4 team managers and 45 front line associates
Case Management Team Manager
BANK OF AMERICA
Simi Valley, CA
11.2007 - 01.2010
- Manage a CRM team of 10-12 associates as well as responsible for hiring and developing new associates
- Work with Operations Support, Project Managers and Process Development to improve the CRM Process
- Handle daily-escalated complaints and issue in regards to modifications, short sales, Deed in lieu and Foreclosure
- Consistently handle highly complex escalations while ensuring compliance with Federal Regulations and Company Regulations
- Worked closely with MHA/HAMP, FNMA, FHLMC and HFI investors to move loans through the pipeline
- Worked with internal and external auditors to increase compliance efficiency and improve processes
- Extensive communications with Attorney General has in order to provide and follow policies/procedures defined by each state
- Reviewed workout analysis and approved to mitigate loss
- Hosted management meetings and team building activities
Modification Negotiator
COUNTRYWIDE HOME LOANS
Simi Valley, CA
06.2003 - 11.2007
- Responsible for the day-to-day analysis, research and resolution of various problems as well as identified workout solutions to assist customers in retaining their homes
- Gathered information for analyzing and negotiating workout transactions in order to cure accounts with solutions within a timely manner
- Engaged in a variety of negotiations with external lenders, investors, MHA/HAMP, and private mortgage companies
- Required to understand and poses knowledge of business unit's operations processes through direct relations with other group operations and company routine training procedures
- Extensive communications with Florida, Nevada, California and Arizona Attorney General's in order to provide and follow policies and procedures defined by each state
Collections Counselor
COUNTRYWIDE HOME LOANS
07.2001 - 06.2003
- Responsible for managing customer accounts for monthly payments and change in financial status
- Effectively provided extensive mortgage customer service in high call volume center by resolving customer concerns and assisting in research requests on customer accounts
Education
High School -
Fillmore High School
Fillmore, CASkills
- Microsoft Word
- Microsoft Excel
- Microsoft PowerPoint
- Adobe Acrobat
- Internet Explorer
- As400
- LAMP
- Homesaver
- Siebel
- Salesforce
- SharePoint
- Outlook
- Customer Service
- Calendaring
- Scheduling
- Data Analysis
- Mortgage Servicing
- Team Management
- Escalation Resolution
- Multi-tasking
- Prioritization
- Interpersonal Skills
- Collaboration
- Problem Solving
- Organizational Skills
- Detail Oriented
- Oral Communication
- Written Communication
Timeline
Office Manager
Westlie Ford
06.2021 - 10.2024
Assistant Service Manager
William L Morris
08.2016 - Current
AVP, Unit Manager Case Management
BANK OF AMERICA
01.2010 - 07.2015
Case Management Team Manager
BANK OF AMERICA
11.2007 - 01.2010
Modification Negotiator
COUNTRYWIDE HOME LOANS
06.2003 - 11.2007
Collections Counselor
COUNTRYWIDE HOME LOANS
07.2001 - 06.2003
High School -
Fillmore High School