Experience

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  Blue cross and blue shield of minnesota

  Sept 2005 - Jun 2006

  Customer service representative
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  Healthpartners

  Jun 2006 - Jul 2007

  Customer service representative
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  State of minnesota

  Sept 2009 - Mar 2011

  Unemployment specialist
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  Corelogic

  Jun 2011 - Aug 2019

  Managed complex customer issues, reviewed appraisal reports, provided guidance to appraisers, and utilized multiple systems to ensure compliance with guidelines and maintain exceptional customer satisfaction. • Proactively engaged with clients within a dynamic call center environment, using a multi-faceted approach that included incoming phone calls, email, and system messages to guarantee a high level of customer satisfaction in mortgage transactions.• Demonstrated exceptional problem-solving skills by effectively resolving intricate issues, and delicately balancing client and vendor requirements while consistently upholding and even enhancing overall customer satisfaction.• Reviewed appraisal reports and provided direction to appraisers regarding order guidelines, client-specific requirements, multiple state guidelines, FNMA, and proper appraisal methodology. • Answered phone calls and emails, averaging 150 daily, from the client and vendor panel to resolve escalated complex issues, while keeping NPPI requirements with every interaction. • Utilized multiple systems to confirm property characteristics; address, physical location, owner of record, using county and state records, Multiple Listing Services, Title, and GIS. • Assigned client orders for Appraisal processing within a database of 5,000+. • Ensured a rapid turnaround time through integrated technology solutions and proactive service. • Troubleshot appraisers' challenges using software delivery systems, researching technology issues impacting transactional service, and relaying findings to leadership. • Generated spreadsheets for prioritizing client requests and workload management. • Trained incoming co-workers on process and client requirements. Show less

  • Escalation Resolution Specialist

    Sept 2014 - Aug 2019

  • Appraisal Relations Representative

    Jun 2011 - Sept 2014
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  Clear capital

  Oct 2019 - Jul 2020

  Customer success specialist

  Provided top-notch support in a call center environment, ensuring customer satisfaction in mortgage transactions through various communication channels, resolving complex issues, and maintaining positive customer relations while utilizing multiple systems to facilitate efficient processes and timely service.• Communicated with clients in a call center environment to ensure customer satisfaction on mortgage transactions via incoming phone calls, email and system messages. • Resolved complex issues that require a balance of both client and vendor needs while maintaining positive customer satisfaction. • Answered phone calls and emails, averaging 150 daily, from the client and vendor panel to resolve escalated complex issues, while keeping NPPI requirements with every interaction. • Utilized multiple systems to confirm property characteristics; address, physical location, owner of record, using county and state records, Multiple Listing Services, Title, and GIS. • Assigned client orders for Appraisal processing within a database of 5,000+. • Ensured a rapid turn time through integrated technology solutions and proactive service. • Troubleshot appraisers' challenges using software delivery systems, researching technology issues impacting transactional service, and relaying findings to leadership. • Reviewed appraisal reports and guided appraisers with order guidelines, client specific requirements, multiple state guidelines, FNMA and proper appraisal methodology. Show less

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  Wells fargo

  Jul 2020 - Sept 2023

  Lead valuation coordinator

  Communicated with internal partners and external clients through multiple platforms, providing regular updates on valuation products, managing daily pipeline spreadsheets, and proactively resolving complex, escalated situations to prioritize customer needs.• Spearheaded proactive communication with internal partners and external clients across diverse platforms, ensuring timely hourly and daily updates on valuation products for enhanced transparency and collaboration.• Streamlined operations by expertly managing daily pipeline spreadsheets, delivering real-time status reports to internal leadership and external clients, enabling informed decision-making.• Demonstrated adept problem-solving skills by swiftly resolving intricate, escalated situations using multiple platforms, while maintaining a client-centric focus, ensuring utmost customer satisfaction.• Took initiative in research and analysis, exploring all available options to ensure the proactive and punctual delivery of appraisal products, thereby meeting critical key dates and exceeding customer expectations.• Conducted thorough appraisal information reviews, meticulously verifying compliance with FNMA and Wells Fargo guidelines, maintaining adherence to industry standards and quality assurance. Show less

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  Wells fargo

  Apr 2024 - Apr 2025

  Senior operations processor

  Communicated with internal partners and external clients through multiple platforms, providing regular updates on valuation products, managing daily pipeline spreadsheets, and proactively resolving complex, escalated situations to prioritize customer needs.• Spearheaded proactive communication with internal partners and external clients across diverse platforms, ensuring timely hourly and daily updates on valuation products for enhanced transparency and collaboration.• Streamlined operations by expertly managing daily pipeline spreadsheets, delivering real-time status reports to internal leadership and external clients, enabling informed decision-making.• Demonstrated adept problem-solving skills by swiftly resolving intricate, escalated situations using multiple platforms, while maintaining a client-centric focus, ensuring utmost customer satisfaction.• Took initiative in research and analysis, exploring all available options to ensure the proactive and punctual delivery of appraisal products, thereby meeting critical key dates and exceeding customer expectations.• Conducted thorough appraisal information reviews, meticulously verifying compliance with FNMA and Wells Fargo guidelines, maintaining adherence to industry standards and quality assurance. Show less

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  Northstar behavioral health

  Apr 2025 - now

  Billing specialist