Tywana Johnson
Customer Relations
Elgin,IL
Summary
To establish myself in a position that will utilize my skills and provide professional advancement in continued career growth. Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
26
26
years of professional experience
4
4
years of post-secondary education
4
4
Certifications
Work History
Real Estate Broker
HomeSmart Connect
05.2020 - Current
- Delivered exceptional customer service by promptly addressing concerns or queries from clients throughout the entire transaction process.
- Accompanied Buyers during visits to view properties
- Advised Buyers on the suitability and value of the homes they visit
- Converted leads to clients by using email, text, and phone campaigns to create a rapport
- Developed sales strategies and follow-up materials
- Write proposals and prepare offers
- Prepared presentation documents, purchase agreements, and leases
- Researched property values based on comparative market analysis to advise clients of the best offer to negotiate on their behalf
- Sourced and leveraged MLS listings, county tax records and board of realtors statistics
- Acted as an intermediary in negotiations between buyers and sellers over property prices and settlement details during closing of sales
- Maintained knowledge of Real Estate Law, Local Economies, Fair Housing Laws, Types of available mortgages, financial options, and government programs
- Ensured terms and conditions of lease agreements are met for both tenant and owner.
- Assisted clients in navigating the complexities of financing options, ensuring they secured suitable mortgage products for their needs.
- Enhanced client satisfaction by providing comprehensive market analysis, tailored to their individual needs and preferences.
- Negotiated real estate contracts to navigate transactions between buyers and sellers.
- Negotiated purchase contracts and lease agreements to establish maximum value for clients.
- Advocated for client needs and obtained desired considerations for sales and purchases.
Owner & Child Care Provider
TJ's Home Daycare
05.2014 - 04.2020
- Developing creative and educational activities
- Provide a safe, healthy environment for children
- Helping school age children with homework
- Prepare nutritious meals and organize meal times and snacks for children
- Helping children keep good hygiene
- Change diapers of infants and toddlers
- Develop schedules and routines to ensure that children have enough physical activity, rest, and playtime
- Organize activities and implement a curriculum that allows children to learn about the world and explore their own interest
- Watch for signs of emotional and/or developmental problems in children and bring potential problems to the attention of the parents/guardians
- Keep detailed records of children's progress, routines and interests
- Supervise and monitor the safety of children
- Responsible for all daily operations of the Daycare.
- Ensured regulatory compliance by staying abreast of industry-related changes and implementing necessary policies or procedures as needed.
- Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Successfully navigated challenging economic conditions by making informed decisions that protected the business''s financial stability.
- Established a positive workplace culture that fostered employee engagement, collaboration, and loyalty.
Senior Mortgage Servicing Specialist & Team Leader
HSBC
02.2001 - 04.2014
- Evaluate all aspects of large portfolios of mortgage loans in default
- Utilize strong analytical and investigative skills as prudent judgment to assist with loans in default
- Discuss, analyze and propose various workout options with mortgages
- Complete initial screening for mortgage modifications
- Evaluate eligibility of loan modifications
- Conduct skip tracing when necessary
- Resolve early delinquency through collection activities
- Minimize losses to the portfolio by helping borrowers avoid delinquency and unnecessary fees
- Maintain compliance standards in accurately documenting accounts in accordance with Fair Debt Collection Practices Act (FDCPA) State and federal regulatory guidelines and company policies and procedures
- Work outbound dialer campaigns to optimize collections efforts
- Monitor and follow-up on planned payments as well as identify risk associated with modifications of credit terms
- Determine appropriate mitigations and payment/repayment terms
- Assist new employees with training and development
- Respond urgently to all customer complaints
- Process payments and account adjustments.
- Contributed to loss mitigation efforts by diligently monitoring payment activity, tracking delinquent accounts, and initiating appropriate follow-up actions when necessary.
- Enhanced team performance through regular participation in training sessions, staying up-to-date on latest industry trends, regulations, and best practices within mortgage servicing.
- Assisted in the development and implementation of new training programs for incoming Mortgage Servicing Specialists, fostering a culture of continuous learning and improvement.
- Leveraged advanced knowledge of mortgage servicing systems and software applications to quickly adapt to changing industry standards and best practices.
- Reduced delinquency rates by proactively identifying at-risk borrowers and implementing tailored loss mitigation strategies.
- Maintained detailed records of borrower communications within the loan servicing system for easy retrieval during internal or external audits or reviews.
- Coordinated resources effectively to meet project deadlines and achieve desired results.
Branch Supervisor
TCF Bank
03.1998 - 01.2001
- Provide exemplary customer service, continuous feedback and coaching to a team of 4 tellers
- Manage accounts for all branch cash including vault supply
- Authorize payment of checks and acceptance of large deposits
- Process customer transactions in a professional, efficient and accurate manner in accordance with federal guidelines and banking policy
- Receive and disburse cash accurately
- Maintain a cash drawer and balance it daily
- Interact with customers to enhance the overall marketing effort of the bank
- Exude strong math skills and proficiency with numeric keyboard
- Proficient communication skills
- Conduct performance and development check-ins and reviews
- Ensure employees are thoroughly trained and knowledgeable on all bank products and service standards
- Address complaints and resolve customer issues.
- Reduced employee turnover by fostering a positive work environment and addressing concerns promptly.
- Oversaw branch security protocols, maintaining a safe workplace for both employees and customers alike.
- Developed strong relationships with clients, resulting in increased loyalty and repeat business.
- Assisted front-line staff with handling difficulties, resolving problems and managing large transactions.
- Set schedule for tellers and customer service representatives.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Monitored front areas so that questions could be promptly addressed.
Education
Diploma -
Charles Allen Prosser Vocational High School
Chicago, IL 08.1990 - 05.1994
Skills
Able to deal courteously, professionally, and tactfully with customersundefined
Certification
Real Estate Broker License
Timeline
Real Estate Broker
HomeSmart Connect
05.2020 - Current
Owner & Child Care Provider
TJ's Home Daycare
05.2014 - 04.2020
Senior Mortgage Servicing Specialist & Team Leader
HSBC
02.2001 - 04.2014
Branch Supervisor
TCF Bank
03.1998 - 01.2001
Diploma -
Charles Allen Prosser Vocational High School
08.1990 - 05.1994
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