UVINA SHUMATE
Summary
To obtain a position at an organization that is committed to quality, teamwork, growth, and seeking an individual with over 15 years of customer service, leadership and management experience.
Overview
29
29
years of professional experience
Work History
Sabbatical
Medical
03.2016 - Current
- Had to take a medical sabbatical, however I am now better and eager and excited to get back to work.
Mortgage Collections Unit Manager
HSBC
01.2014 - 03.2016
- Assisted in development and implementation of policies, procedures, and regulations for unit operations.
- Established team priorities, maintained schedules and monitored performance for a staff of up to 12 employees.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Skill Qualification Trainer/Coaching Assistant Program
HSBC
01.2011 - 01.2014
- Responsible for the coaching and development of assigned Collection Representatives in achievement of daily, monthly and annual goals.
- Mentored team members to enhance professional development and accountability in workplace.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
Collection Representative I
HSBC
11.2006 - 01.2011
- Provided quality customer service to ensure one call resolution.
- Achieved performance goals on consistent basis.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
Lockbox Specialist
BMO Harris Bank NA
01.1995 - 01.2003
- Supervised personnel and workflow within assigned area to ensure optimal utilization for coverage and goal achievement.
- Verified documentation of checks for more than 250 customers to ensure customer satisfaction and accuracy.
Education
Bachelor of Arts - Accounting
Depaul University
Chicago, IL2002
Skills
- Exceptional interpersonal communication
- Quality Control
- Documentation Review
- Policy Development
- Payroll
- Regulatory Compliance
- Assignment Delegation
- Report Preparation
- Policy Implementation
- Staff Training
Timeline
Sabbatical
Medical
03.2016 - Current
Mortgage Collections Unit Manager
HSBC
01.2014 - 03.2016
Skill Qualification Trainer/Coaching Assistant Program
HSBC
01.2011 - 01.2014
Collection Representative I
HSBC
11.2006 - 01.2011
Lockbox Specialist
BMO Harris Bank NA
01.1995 - 01.2003
Bachelor of Arts - Accounting
Depaul University
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