b"P\na\ns\nc\na\n\nXXXX XXXX\n\nM\na\nXXXX,\nAubrey , TX 76227 | XXX-XXXX-XXX C: XXX-XXXX-XXX | XXXX@XXXX.XXX\nn\nSUMMARY\na\ng\nSelf-motivated\nprofessional highly proficient in developing creative solutions and implementing objective\ne\ndecision making. Maintains positive attitude and works hard to build team relationships.\nd\nHIGHLIGHTS\nc \xef\x82\xb7 Employee training and\no development\nm\xef\x82\xb7 Self-starter\np \xef\x82\xb7 Problem resolution\n\xef\x82\xb7 Sales and marketing\n\nl\ne\nx\n\n\xef\x82\xb7\n\xef\x82\xb7\n\xef\x82\xb7\n\xef\x82\xb7\n\nMortgages and loans\nSkilled multi-tasker\nTeam player\nStrong organizational\nskills\n\nACCOMPLISHMENTS\n\ns\n\xef\x82\xb7 Process Improvement\ni \xef\x82\xb7 Created new departmental procedures manual.\nt \xef\x82\xb7 Boost service level ratings by developing new processes and improving work flow.\nu \xef\x82\xb7 Exceeds corporate target for customer satisfaction and quality assurance monthly.\na \xef\x82\xb7 Helped implement cash for keys processes to help create better work flow in LPS Desktop system.\nt\nEXPERIENCE\ni\nSenior Lead Operations Specialist\no\nJPMorgan Chase\nn \xef\x82\xb7 Oversee REO vendor outsourcing company to insure timely listing of REO properties by meeting pres established guidelines.\n, \xef\x82\xb7 Monitor receipt of BPOs, appraisals and marketing plans on all properties in portfolio.\n\n\xef\x82\xb7 Responsible for timeline and expense management of the REO Eviction process through alternative\nc approaches to obtaining property vacancy, such as Relocation Assistance in lieu of eviction and\no assigned REO vendor expense and timeline expectations.\n\xef\x82\xb7 Approve initial services including trash outs, sales clean, deferred maintenance and emergency repairs\no within guidelines.\nr \xef\x82\xb7 Communicate with vendors and internal customers by responding to emails, phone calls and resolving\nd issues in a timely manner Ensure trash-out process is completed and approve any costs exceeding\ni delegated authority level.\nn \xef\x82\xb7 Judgment of costs should always ensure that Chase's best interests are foremost.\na \xef\x82\xb7 Approve or deny any repair cost and valuations of property to ensure Chase obtains maximum returns\non the as.\nt \xef\x82\xb7 Answer internal calls for property preservation and REO.\ni\n\xef\x82\xb7\nHelping with REO/Property Preservation projects while reviewing procedures.\nn\n01/2005\nto 01/2008\nForeclosure SpecialistBank of America\ng \xef\x82\xb7 Monitored a portfolio of special loans (i.e.\n\xef\x82\xb7 litigation issues, damaged properties, reviewing HUD 1's & Deeds.).\ns \xef\x82\xb7 Mitigating loss and legal risk to Company and its investors by accurately managed the foreclosure\na process.\n\xef\x82\xb7 Communicated with borrowers, attorneys and third parties in the answering of questions related to\nl foreclosure files.\ne \xef\x82\xb7 Initiated and completed foreclosures in a timely and in a cost-effective manner and within investor,\ns insurer, and internal guidelines.\n, \xef\x82\xb7 Prepared foreclosure referral-letters, in accordance with guidelines, for trustees and/or attorneys.\n\xef\x82\xb7 Provided re-instatement quotes, releasing pay-off statements, and reviewing confirmation letters.\n\ns\na\nl\ne\ns\n\n\x0c\xef\x82\xb7 Support Team-Leader with projects such as audits, transfer files, month-end reports, preparation, and\nvarious other report preparation.\n\xef\x82\xb7\nAbility to problem-solve in a high-volume, production-oriented environment.\n01/2003 to 01/2005\nCustomer Service SupervisorWellPoint Pharmacy Management\n\xef\x82\xb7 Motivated and supervised an outbound call center staff of 10-15 agents.\n\xef\x82\xb7 Responsible for weekly and monthly reports showcasing agent's productivity and daily performance\ngoals.\n\xef\x82\xb7 Conducted several interviews with responsibility for the placement of over 20 employees.\n\xef\x82\xb7\nEnsured strict adherence to company policies and procedural guidelines.\n01/1997 to 01/2003\nCustomer Service SupervisorExcel Communications\n\xef\x82\xb7 Responsible for overseeing and supervising staff of 8-10 agents in call center environment.\n\xef\x82\xb7 Developed sales techniques of each customer service representative to drive revenue growth.\n\xef\x82\xb7 Reviewed call center statistics to measure staff performance and the need for improvement.\n\xef\x82\xb7 Maintained service, talk/wrap time, data, and both client and consumer satisfaction levels.\nEDUCATION\nBFA Degree: Advertising DesignStephen F. Austin State\nUniversity \xef\xbc\x8d Nacogdoches , Tx\n1996"