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Customer Care Supervisor Resume

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Houston, TX

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Management

  • Dedicated and technically skilled business professional with a versatile administrative support skill set developed through experience as an manager, underwriter, learning development consultant/trainer, loss mitigation specialist and, media administrator.
  • Excel in resolving employer challenges with innovative solutions, systems and process improvements proven to increase efficiency and customer satisfaction. Offer advanced computer skills in MS Office Suite and other applications/systems.

Key Skills

  • Office Management
  • Teambuilding & Supervision
  • Staff Development & Training
  • Policies & Procedures Manuals
  • Report & Document Preparation
  • Spreadsheet & Database Creation
  • Accounts Payable/Receivable
  • Adobe Photoshop
  • Records Management
  • Meeting & Event Planning
  • Inventory Management
  • Expense Reduction/Payroll

Experience

Confidential, Houston, TX Loss Mitigation Specialist /Process Support, April 2012 to Present
Review and processes servicing files to determine if all required loss mitigation activities were handled and documented in accordance with the requirements of HAMP, proprietary modification guidelines or other programs\' requirement as they pertain to the time of the Foreclosure process, prior to making the final foreclosure determination. 
Review and Pre-underwrite foreclosed loans FHA, VA,SFO,HFI, FNMA &FHLMA, evaluate whether or not they were processed in accordance with HAMP, other proprietary modification or other applicable program guidelines and requirements.
Review and compiles fully documented loan histories, imaged documents and information available from all sources to collectively determine if it validates the information used to make the foreclosure decision. Assemble documents, data and information from multiple systems and organize them as required

Confidential, Houston, TXCustomer Care Supervisor, December 2011 to March 2012
Learning Development Consultant/Trainer, June 2010 to November 2011
Repeatedly promoted during 1-year tenure with ACS-Xerox: Responsible for training new hire agents and supervised a team of 25 + production new hire agents once classroom trained through various materials
Duties included; testing, evaluating, monitoring progress and mentoring associates. Conduct technical/management and staff development training courses within the business. Used assessment tools to determine progress such as hand on buddy training, web-based and media curriculum.

Confidential, Houston, TX Sales Coordinator/Media Prep Administrator June 2006 to Sepember 2011
Served as executive assistant to the sales department. Responsible for screening, and prepping all programming material on tape servers for on -air networks. Distributed all prep cue sheets; and coordinated programming of live events for replay while ensuring the highest level of quality for all programs screened and prepped.

Confidential, Houston, TX Mortgage Underwriter May 2003 to June 2006
Responsible for reviewing, analyzing, approving and underwriting loans 
Review and decision credit, income, asset and property documentation on approved loans for all compliance with client and investor guidelines and clearing conditions as applicable. 
Demonstrate the ability to translate underwriting guidelines with application of mitigating factors, when applicable, to ensure proper salability to investors and identify 
Track missing documentation on loans. Review documentation upon receipt for adherence to investor requirements. For loans that fall out of guidelines, identify and work through alternatives with Supervisor and/or Secondary Marketing. Make recommendations to save when at all possible. 

Education
Bachelors of Arts-Communication

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