Summary
Overview
Work History
Education
Skills
Timeline
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TIERRA MCCLENDON

TIERRA MCCLENDON

Jacksonville,FL

Summary

Hardworking and diligent professional well-versed in effective account resolution techniques with over 15 years of experience and success in service positions with first-rate skills in building relationships and resolving complex issues. History of consistently meeting or exceeding all performance and service objectives in a fast-paced working environment. Eager to take on a new role with long term growth and advancement potential.

Overview

15
15
years of professional experience

Work History

Account Resolution Specialist 3

Wells Fargo Home Mortgage
03.2020 - Current
  • Expert level responsibility to provide quality customer experience while working to collect/resolve outstanding account balances with higher levels of delinquency
  • Perform routine administrative, operational and customer related tasks addressing inquiries to payoffs, escrow, forbearance plans, and loan modification agreements for home perseverance
  • Assessed individual situations and developed effective and appropriate resolutions.
  • Trained new team members on scripts, company services, and collection strategies.
  • Met demands of busy and productive group averaging over 100 calls per day
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Registered information of customers on database, collecting credit history, financial statements and personal details to preserve accurate records.

Account Resolution Specialist 2

Wells Fargo Home Mortgage
02.2019 - 03.2020
  • Advanced level responsibility to provide quality customer experience while working to collect/resolve outstanding account balances
  • Used probing techniques to determine mortgagors' reasons for delinquency.
  • Mitigates risk by adhering to all policies and procedures, as well as local, state and federal regulations
  • Researches and provides guidance to resolve complex escalated inquiries and issues
  • Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.

Multi-Skilled Representative

ADT Security Services Inc
02.2009 - 10.2019
  • Provide basic troubleshooting to assist over 200 customers per day with problem solving in effort to avoid on-site service call by field technician
  • Serve as emergency backup for billing department accepting payments and also reviewing and correcting billing information, serving as universal agent
  • Educated customers on proper ways to use security systems after completing tests and repairs.
  • Educated customers on preventive care and regular maintenance to prevent system malfunctions.
  • Built relationships with clients using active listening and issue resolution to provide excellent service

Emergency Dispatch Operator

ADT Security Services Inc
10.2008 - 02.2009
  • Received incoming telephone and alarm system calls regarding emergency and non-emergency situations and dispatched appropriate police, fire and ambulatory services to premises.
  • Properly documents alarm handling procedures within the alarm screens
  • Completes alarm processing in accordance with departmental procedures
  • Assessed emergency requests and made quick judgment calls to determine appropriate action.
  • Provided on-the-job training and coaching to develop new dispatchers.
  • Recorded and tracked emergency requests utilizing computer-aided dispatch systems.

Education

Bachelor of Science - Financial Services

Florida State College
Jacksonville Jacksonville, FL
2021

Associate of Arts - General Studies

Florida State College at Jacksonville
Jacksonville, FL
2018

High School Diploma - undefined

First Coast High School
Jacksonville, FL
2007

Skills

  • Proficient in Microsoft Word, Excel, and Outlook
  • Experience with MSP through mortgage servicing
  • Detailed oriented and have ability to multi-task
  • Able to follow instructions, prioritize and meet strict deadlines
  • Self-motivated and able to work with minimal supervision
  • Knowledge of compliance regulations such as CFPB, TCPA, FHA/HUD, VA, GSE, and SCRA
  • Organizational Skills
  • Multifaceted Research
  • Negotiation and Resolution
  • Organized seminars, meetings, team- building activities, and collaborations with other lines of business

Timeline

Account Resolution Specialist 3

Wells Fargo Home Mortgage
03.2020 - Current

Account Resolution Specialist 2

Wells Fargo Home Mortgage
02.2019 - 03.2020

Multi-Skilled Representative

ADT Security Services Inc
02.2009 - 10.2019

Emergency Dispatch Operator

ADT Security Services Inc
10.2008 - 02.2009

Bachelor of Science - Financial Services

Florida State College

Associate of Arts - General Studies

Florida State College at Jacksonville

High School Diploma - undefined

First Coast High School

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TIERRA MCCLENDON