Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
OfficeManager
Talissha Johnson

Talissha Johnson

Customer Service Manager
DeSoto,TX

Summary

Accommodating Customer Service Manager with 7 years of experience delivering solid customer care while enhancing relations. Strong interpersonal skills with talents for relating and empathizing with individuals of varying personalities and walks of life. Proficient in numerous computer applications, Salesforce, Five9, and Teams. Self-reliant to perform analysis and make recommendations. Talented in data modeling and client management.

Overview

13
13
years of professional experience

Work History

Customer Service Manager

VRM Lending, Inc.
Carrolton, TX
08.2012 - Current
  • Perform review on loans originated by third party for general guidelines and identify outstanding items or questions that could cause closing delays.
  • Responsible for all communication with Brokers' accounts, i.e. Account Escrow, Escrow and Title; while maintaining sales support and Broker satisfaction.
  • Send out all loan approvals, obtain and clear all conditions to closing including internal conditions.
  • Audit files for compliance throughout the loan process: RESPA/GFE, Compensation Rules, HOPEA, all applicable predatory lending tests, TILS MDIA, and Appraiser independence requirements
  • Negotiate with lenders on behalf og the homeowners to secure beneficial terms for the loans
  • Act with confidence by providing first call resolutions for vendors' inquiries.
  • Discuss conditions as dictated by underwriter and internal policy; and ensure client and manager understands what is required.
  • Create Desktop Procedures (DTPs) for departmental process and operational policies.
  • Develop educational materials, manuals and providing training and support to meet all regulatory of the clients, i.e., VA Comerica, Charles Schwab, Fannie Mae, Freddie Mac, and Wells Fargo.
  • Train new staff in all aspects customer service, processing, software operation, and compliance/regulations.
  • Foster relationships with vendors to promote positive working relationships.
  • Update operational methods, oversaw accounting procedures, tracked information and compiled data to improve efficiency.
  • Maintain open communication by presenting regular updates on project status to customers.

Sr. Analyst

Ally Financial
Plano, TX
03.2011 - 07.2012
  • Analyzed commercial financial documents and be the POC between the lender and client
  • Examined new clients background and financial history to determine partnership
  • Managed creating auditing procedure, process, and tracking of progress
  • Focused on completing task in timeline created and within budget
  • Met with upper management to give updated and trends for department
  • Implemented regulatory and compliance procedures to make sure department are following guidelines
  • Enhanced process and procedures to help analyst become a more efficient and accurate
  • Reviewed plans from architects and consulted with clients to gain deeper understanding of project plans, constraints and objectives.
  • Supervised labor, materials and equipment for large commercial projects with budgets in excess of $ 10 Million.

Recoveries Marketing Specialist

AMO
Dallas, TX
03.2010 - 12.2011
  • Communicated with internal and external departments to help with mortgage process and procedures.
  • Utilized different tools to communicate way for the clients to be more productive.
  • Created better processes to be more efficient when working with mortgage documents.
  • Worked as the Point of contact between management and clients.
  • Validated if new process and procedures are working to help department meet goals.
  • Planned marketing initiatives and leveraged referral networks to promote business development.
  • Developed technical and non-technical marketing presentations, public relations campaigns, articles and newsletters.
  • Increased business growth outcomes by effectively collaborating with sales, service and financial departments.
  • Worked closely with product development teams to create and maintain marketing materials for sales presentations and client meetings.

Education

PMP certification -

MBA - Project Management

Univ. of Phoenix
Online

B.A. - Accounting

Wiley College
05.2006

Skills

  • Report Generation
  • Public Information Research
  • Document Library Maintenance
  • Technical Design Documentation
  • Complex Analytical Thinking
  • 40 hours toward Kaizen/ Sigma
  • Management 12-15 agents
  • Banking/Financial
  • MS Office/ Visio, Excel/Access/ Project/ Powerpoint
  • Process Enhancement/Training
  • Customer Communication
  • Industry Trend Analysis

Accomplishments

  • Create projects to keep departments under budget
  • Increased productivity by 60% within project cycle
  • Created procedures for major department events
  • Top Quality and production in entire department
  • Received meeting/exceeding expectations in all annual reviews

Timeline

Customer Service Manager

VRM Lending, Inc.
08.2012 - Current

Sr. Analyst

Ally Financial
03.2011 - 07.2012

Recoveries Marketing Specialist

AMO
03.2010 - 12.2011

PMP certification -

MBA - Project Management

Univ. of Phoenix

B.A. - Accounting

Wiley College

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