Experience

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  Chase home lending

  May 2001 - Sept 2014

  Procedure writer for the Quality Audit TeamConduct audits to verify accuracy of filed claimsVerify payments are reconciled correctlyIdentify and report risk and errors Evaluate incoming/outbound telephone calls handled by Customer Service Professionals, Default Agents, and the Escalation gateGenerate solutions to ineffective processesProvide coaching for Customer Service RepresentivesPlan and participate in calibration sessionsTrain new Quality MonitorsGenerate trend reportsTake ownership of unresolved, complex issues and follow through until completion.Provide floor support and movitation to new hires

  • Operations Senior Specialist

    Jun 2001 - Sept 2014

  • Quality Monitor

    May 2001 - Nov 2011
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  Chase

  Jun 2001 - Nov 2011

  Customer service supervisor

  Ensured day-to-day call center activity is handledProvided feedback/coaching of agents to recognize high performers and address performance issues Handled reporting for time and attendanceCompleted quarterly performance and development reviewsTrack and report productivityApproved time cards and handled pay issuesResolved escalated issues and complaintsConduct team meetingsMaximized time by planning and prioritizing workload to address all inquiries by the end of the day. Show less

• 

  Gm financial

  Sept 2014 - Aug 2015

  Funding specialist

  Reviewed motor vehicle contracts performing 100% accurate credit investigation, verification of employment, and verification of mortgage; audit all documentation required to complete the lease funding process. Basic negotiation skills were utilized to ensure the best resolution is obtained for each contract. Maintained a consistent and high level of communication with internal and external customers.

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  Caliber home loans

  Aug 2015 - Aug 2016

  Government insuring analyst

  Responsible for properly stacking files per agency requirements. Ensure all files are delivered and endorsed within established deadlines. Track status of file from funding to final endorsement. Coordinates with internal departments and third parties to obtain any missing documentation. Responsible for proper data entry into agency website (FHA Connection, VA Portal, QCIM-Freddie Mac System, and QAS-Fannie Mae System).

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  Truist

  Aug 2016 - now

  Assistant vice president

  CUSTOMER SERVICE MANAGER II• Maintains a 93% accountability and involvement rate amongst reporting supervisors and teammates during COVID-19 pandemic crisis. This includes a mixture of both onsite and remote teammates and supervisors• Helped BB&T merger by hand picking the first coachs for the role to assist supervisors with coaching. This ensures leaders have time to communicate and manage all merger related changes• Drive efficient, successful daily operations of high-performance teams of 25+ direct reports, including monitoring, coaching, and evaluating • Manager of supervisors ensuring leaders carry out their responsibilities in accordance with the organizations policies and applicable laws• Maintain full recruiting responsibility for the department including interviewing, hiring, and overseeing new hires throughout training until reassignment• Produce detailed reports reflecting team KPIs and other performance metrics• Champion and motivate success across the sales floor by ensuring that I radiate positivity and encouraged an enthusiastic positive attitude, and high energy in the department. • Chair daily meetings with management and coaches to discuss strategies, identify potential areas for improvement, and assess present performance.• Facilitate continuous training for all team members, cultivating an environment of ongoing learning and development. • Successfully coordinate work activities to ensure the achievement of at least 94% service level while meeting and exceeding all other operational requirements.• Foster a culture that delivered high levels of employee engagement and enablement through effective leadership and coaching.• 98% success rate at handling escalated issues and tasks that need higher level approval due to complexity and/or risk.• Ensured essential customer experience regulatory and performance metrics, including productivity, quality of service ratings, and other relevant metrics are met. Show less