Tina Mapps
Longview,TX
Summary
Accomplished Loan Escalation Specialist from Mr. Cooper Mortgage, adept in complaint handling and utilizing advanced computer skills to streamline processes. Expert in fostering client relationships and resolving complex issues, significantly enhancing customer satisfaction. Demonstrates exceptional communication and problem-solving abilities, contributing to team success and organizational growth.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Dedicated Loan Escalation Specialist
Mr. Cooper Mortgage
10.2016 - Current
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Fostered strong relationships with clients by consistently demonstrating empathy, understanding, and dedication to resolving their concerns satisfactorily.
- Assisted in the implementation of new tools designed to improve case tracking and reporting capabilities within the escalation team.
- Supported company growth by assisting with the development of new processes to handle increased volume of escalations effectively.
- Improved customer satisfaction ratings by providing prompt, empathetic support to clients facing issues.
- Delivered exceptional service even during high-pressure situations, maintaining professionalism and composure at all times.
- Reduced case resolution time by closely monitoring progress and following up with relevant parties as needed.
- Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.
- Safeguarded customer data privacy through strict adherence to company protocols when working with sensitive information.
- Streamlined the escalation process by developing clear communication guidelines for team members and stakeholders.
- Developed customized action plans for each escalated case, ensuring tailored solutions that addressed clients'' unique needs.
- Provided expert guidance to colleagues on resolving high-priority cases, sharing knowledge and expertise across the team.
- Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
- Built and maintained relationships with customers to increase sales, customer loyalty and positive word-of-mouth.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Managed a high volume of inbound calls, maintaining professionalism and efficiency under pressure.
- Kept accurate records of customer interactions to be used for training, quality assurance and future reference.
- Cross-trained and provided backup support for organizational leadership.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
Executive Business Administrator
Prayerful Temple Church
10.2001 - Current
- Balanced multiple responsibilities simultaneously without compromising on the quality of work delivered under tight deadlines.
- Negotiated contracts with vendors to secure favorable terms and cost savings for the company.
- Organized corporate events such as conferences or team-building activities to promote internal cohesion while fostering external partnerships.
- Represented company at conferences and seminars to boost outreach.
- Served as executive staff liaison to several committees.
- Boosted company revenue by identifying growth opportunities and implementing strategic business initiatives.
Senior Relationship Banker
SouthSide Bank
06.2007 - 10.2016
- Provided support during audits by ensuring accurate documentation was maintained for all client interactions.
- Assisted clients with credit applications, guiding them through the process from initial inquiry to loan approval.
- Handled escalated complaints from dissatisfied customers professionally while finding mutually beneficial resolutions.
- Resolved complex customer issues, resulting in increased trust and loyalty among clients.
- Collaborated with branch team members to achieve sales targets and improve overall performance.
- Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
- Assisted customers with completing required forms for opening and closing bank accounts.
- Analyzed customers' financial information to deliver personalized account guidance.
- Strengthened client relationships by providing personalized financial solutions and exceptional customer service.
- Processed applications for new accounts.
- Maintained up-to-date knowledge of banking products and industry trends to provide expert advice to clients effectively.
- Facilitated customer transactions, including deposits, withdrawals and transfers.
- Managed multiple customer accounts efficiently, ensuring accurate record-keeping and timely resolution of issues.
- Fostered a positive working environment by actively participating in team meetings and supporting colleagues in their professional development.
- Mentored junior Relationship Bankers, sharing best practices for success in the role.
- Collaborated with team to meet and exceed quarterly sales targets for financial products.
Certified Cashier
Super 1 Foods
05.2001 - 05.2007
- Performed cash, card, and check transactions to complete customer purchases.
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Performed front end management responsibilities, i.e., training and scheduling of cashiers
- Built relationships with customers to encourage repeat business.
- Helped customers complete purchases, locate items, and join reward programs.
- Assisted customers with returns, refunds and resolving transaction issues.
Education
Associate of Arts - Business Management
Kilgore College
Kilgore, TXBachelor of Science - Business Management
Rasmussen College
Ocala, FL03-2016
Skills
- Complaint handling
- De-escalation techniques
- Assertiveness
- Goal setting and achievement
- Customer service
- Problem-solving skills
- Time management
- Multitasking Abilities
- Excellent communication
- Computer skills
- Active listening
- Interpersonal skills
Certification
- [Licensed Cosmetologist] [Texas Department of Licensing and Regulation]
Languages
English
Native or Bilingual
Spanish
Limited Working
Interests
- Community Cleanup
- Fundraising Events
- Participating in fundraising events to support local charities, schools, or community projects
Timeline
Dedicated Loan Escalation Specialist
Mr. Cooper Mortgage
10.2016 - Current
Senior Relationship Banker
SouthSide Bank
06.2007 - 10.2016
Executive Business Administrator
Prayerful Temple Church
10.2001 - Current
Certified Cashier
Super 1 Foods
05.2001 - 05.2007
Associate of Arts - Business Management
Kilgore College
Bachelor of Science - Business Management
Rasmussen College
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