Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

VERONICA MARTINEZ

Dallas,TX

Summary

Professional with comprehensive experience and readiness for role. Known for strong focus on team collaboration and achieving results. Adaptable and reliable, supporting colleagues effectively and responding to changing needs. Skilled in communication, problem-solving, and client relations. Recognized for integrity, determination, and results-driven approach.

Overview

18
18
years of professional experience

Work History

HOME SOLUTION SPOC AGENT

MR COOPER
08.2018 - 08.2025
  • Monitor and collect delinquent account on daily basis.
  • De-escalated and resolved customer complaints with punctual, polite and professional service.
  • Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
  • Perform borrower financial evaluations to help customer bring account current.
  • Establish and followed target goals for all accounts.
  • Ensured appropriated resolution from problems are solved.
  • Request fees from attorney.
  • Monitor and performed quality assurance on outbound and inbound collection calls.
  • Exceeded performance metrics consistently, earning recognition as top performer within team.
  • Met all call quality standards and daily quotas for first-call resolution.
  • Worked effectively in fast-paced environments.
  • Excellent communication skills, both verbal and written.

PRE-FORECLOSURE TEAM LEAD

CITIFINACIAL
02.2008 - 10.2017
  • Assist Overseas Team, and Foreclosure Support Group and with all inquiries needed on daily basis.
  • Review and make decisions on Sensitive Appeals and Committee Review.
  • Monitor accounts for compliance decision and state specifics.
  • Referrer accounts to Foreclosure.
  • Provide training to new employees on our daily process.
  • Provide documents to attorneys as requested.
  • Generate payoff quotes.
  • QC overseas teams.
  • Coached team members in techniques necessary to complete job tasks.
  • Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
  • Worked different stations to provide optimal coverage and meet production goals.
  • Collected, arranged, and input information into database system.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Worked effectively in fast-paced environments.

Education

MEDICAL OFFICE ASSISTANCE -

CENTRAL COMMERCIAL COLLAGE
DALLAS, TX
05-2003

High School Diploma -

NOTH DALLAS HIGH SCHOOL
DALLAS, TX
05-2002

Skills

  • Problem-solving skills
  • Positive attitude
  • Customer service and care
  • Goal-oriented mindset
  • Customer complaint resolution
  • Customer needs determination
  • Critical thinking
  • Product sales
  • Internet savvy

Languages

Spanish
Native or Bilingual

Timeline

HOME SOLUTION SPOC AGENT

MR COOPER
08.2018 - 08.2025

PRE-FORECLOSURE TEAM LEAD

CITIFINACIAL
02.2008 - 10.2017

MEDICAL OFFICE ASSISTANCE -

CENTRAL COMMERCIAL COLLAGE

High School Diploma -

NOTH DALLAS HIGH SCHOOL

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