Teresa Robbins

Established connections with property managers and landlords to secure housing options for displaced tenants.

Assistant Admin for Salesforce platform ensuring referrals submitted were received, assisting in login errors, providing access to our Salesforce platforms, creating property, contact, account and household cards within Salesforce to assure accurate account keeping.

• Developed strong client relationships to enhance customer satisfaction and retention.
• Facilitated communication between clients and internal teams to streamline service delivery.
• Analyzed client needs to recommend appropriate housing solutions effectively.
• Managed onboarding processes for new clients, ensuring a smooth transition into services.
• Coordinated outreach efforts to educate clients about available housing resources and programs.
• Provided ongoing support to clients, addressing inquiries and resolving issues promptly.

• Supervised daily operations, ensuring compliance with quality standards and company policies.
• Guided new agents in mastering call handling procedures.
• Implemented process improvements that enhanced team efficiency and reduced average call handling time.
• Conducted performance evaluations, providing constructive feedback to promote staff development.
• Analyzed call metrics to identify trends, recommending strategies for improved customer satisfaction.
• Coordinated scheduling and workload distribution to optimize team performance during peak hours.
• Developed training materials that enhanced onboarding process for new employees, improving retention rates.
• Resolved escalated customer issues by employing effective conflict resolution techniques and maintaining professionalism.
• Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
• Trained team members on performance metrics and consumer behavior identification.
• Developed process controls and metrics for daily management of call center.
• Achieved high-quality service levels by continuously monitoring calls and providing constructive feedback to agents.
• Enhanced team performance with consistent coaching, feedback, and development opportunities.
• Improved customer satisfaction by effectively resolving escalated issues and providing timely support.
• Reduced average handle time through the implementation of effective call handling techniques and scripts.
• Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
• Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
• Maintained open lines of communication between management and staff, fostering a transparent workplace culture that encouraged collaboration and innovation.
• Collaborated with other departments for seamless coordination in addressing customer concerns, resulting in faster issue resolution.
• Created team rotations to man center effectively during peak hours.
• Promoted employee engagement by recognizing outstanding performance and rewarding top performers accordingly.
• Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
• Streamlined call center operations for increased efficiency by implementing new scheduling and workforce management strategies.
• Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
• Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
• Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
• Executed Monthly Performance Plans with representatives to to identify production gaps.
• Ensured compliance with industry regulations and company policies through regular audits and ongoing agent education.
• Increased customer retention rates, reaching out proactively to address potential issues and offer tailored solutions.

• Checked loan applications for completeness and compliance with established standards.
• Communicated with borrowers, real estate agents, and underwriters to facilitate document collection.
• Processed mortgage files using industry-standard software for efficient workflow management.
• Analyzed financial documents to assess borrower eligibility.
• Maintained organized records of all mortgage applications for easy retrieval and audit purposes.
• Trained new staff on processing protocols and best practices in mortgage processing tasks.
• Implemented streamlined processes that improved turnaround time for loan approvals significantly.
• Optimized workflow efficiency by prioritizing tasks based on client needs and deadlines, ensuring timely completion of loans.
• Reduced loan application processing time by diligently reviewing and verifying applicant information.
• Set up and completed loan submission packages.
• Increased department revenue through diligent follow-up on outstanding loan applications, leading to a higher conversion rate.
• Facilitated a positive work environment within the mortgage processing team through active participation in meetings and collaborative problem-solving sessions.
• Enhanced team efficiency, providing guidance and support for new Mortgage Processors during their onboarding process.
• Created strong working relationships with advisors, assistants and support staff.
• Maintained compliance with industry regulations through vigilant adherence to guidelines and ongoing training.
• Contributed to the team's success in exceeding monthly loan processing targets through diligent work ethic and efficient task management.
• Streamlined mortgage processing procedures by implementing an efficient document management system.
• Assisted clients in completing complex loan applications while addressing their concerns regarding eligibility requirements or interest rates effectively.
• Enhanced customer experience by proactively addressing potential issues during the application process, resulting in increased client satisfaction and referrals.
• Handled any conditions sent from underwriting departments.
• Developed comprehensive understanding of loan processing regulations and laws to be fully compliant.
• Reviewed loan applications for accuracy and completeness to ensure compliance with guidelines.

Handled incoming calls from tenants inquiring about housing.

Facilitated landlords in uploading property details to website for vacancy promotion.

Conducted searches in internal and external databases to find available housing for tenants.

Supported landlords in managing and updating property accounts.