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Professional Summary
  • 20 years of customer service/leadership experience.
  • 5 years in Mortgage Modification Underwriting
  • 5 years in Fraud servicing
  • 4 years in Quality Assurance and Auditing
  • On the job mentoring/coaching
  • Confident, upbeat, team player with the ability to prioritize; handle multi-tasking effectively and efficiently.
  • Dedicated to success and completing the task at hand
Skills
  • Strong verbal communication
  • Mentoring/Training/Coaching
  • Excellent Written/Verbal Communication
  • Strong Interpersonal Skills
  • Self-Motivated
  • Honest/Responsible
  • Flexible/Accept Change
  • Fraud understanding
  • Preventative Maintenance Checks and Services
  • Fraud detection and prevention
  • Fraud claims handling
  • Handling procedures
  • QA understanding
  • Quality assurance
  • Underwriting knowledge
  • Financial document review
  • Strong banking ethics
  • Detail-oriented
Work History
August 2019-Current Commercial Wire Fraud Analyst | Bank Of America | Dallas , Texas
  • Collaborated with team members to discuss fraud trends and brainstorm methods to combat this type of crime.
  • Contacted customers directly to notify of fraudulent activity and minimize impacts.
  • Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
May 2018-August 2019 Digital And Check Fraud Analyst | Bank Of America Corp | Fort Worth, TX
  • Review customer accounts for the prevention and detection of possible fraud
  • Responsible for research and analysis of account activity to assess levels of risk and fraud type
  • Take appropriate corrective action through customer phone contact to verify legitimate usage
  • Ability to apply sound judgment, effectively solve problems and determine fraudulent activity consistently
  • Take appropriate action based on transaction characteristics and account changes with indicators of complex issues related to possible fraud
  • Train and coach new team members on being successful in the position
June 2016-May 2018 Credit Card Fraud Analyst II | Bank of America | Fort Worth , Texas
  • Review customer accounts for the prevention and detection ofpossible fraud
  • Responsible for research and analysis of account activity to assess levels of risk and fraud type
  • Take appropriate corrective action through customer phone contact to verify legitimate usage
  • Ability to apply sound judgment, effectively solve problems and determine fraudulent activity consistently
  • Take appropriate action based on transaction characteristics and account changes with indicators of complex issues related to possible fraud
  • Train and coach new team members on being successful in the position
May 2015-June 2016 Customer Service Specialist | Bank of America | Fort Worth, Texas
  • Answered an average of 30 calls per day by addressing customer inquiries, solving problems and providing new product information
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot
  • Directed calls to appropriate individuals and departments
  • Reviewed statements with customer to ensure no errors,and gave credits accordingly
January 2010-May 2015 Mortgage Modification Underwriter | Bank of America Home Mortgage | Fort Worth, TX
  • Manage accounts while exceeding department goals/expectations and ensuring all assigned loans are completed timely and accurately
  • Responsible for information gathering, documentation analysis, verifying conditions and validating information to qualify borrowers at the time of modification offer with Fannie Mae, Freddie Mac, FHA, HFI, VA, and SFO
  • Examine all disclosed documentations for accuracy and completeness to secure required documents and properly approve, withdraw or decline loans
  • Trained myself on the constantly changing guidelines, loan products, requirements, as well as general knowledge of state/federal laws relating to financial privacy, fair lending, collections, bankruptcy, workout and foreclosure to ensure compliance in every aspect. Interpret and administer laws and regulations into daily duties
  • Engage in direct contact with In Line Quality Assurance/Monitoring to assure focus in quality files and help improve quality result for the team
  • Responsible for information gathering, documentation analysis, verifying conditions and validating information to qualify borrowers at the time of modification offer with Fannie Mae, Freddie Mac, FHA, HFI, VA, and SFO
April 2009-January 2010 Mortgage Collector II | Bank of America Financial Center | Fort Worth, TX
  • Collect payments on past due bills
  • Locate customers using credit bureau information, background checks, loan documents, and other paperwork or databases
  • Call customers using telephone
  • Utilize computer systems to handle skip tracing. Inform clients of overdue accounts and amount currently owed
  • Ensure all customer information is correct, including phone numbers and addresses
  • Set up repayment plans and new terms of sale. Offer advice or refer customers to debt counselors. Record new commitment to repay debt
  • Follow federal and state laws dealing with debt collection
March 1992-January 2009 Sales And Service Customer Service Manager | AT & T | Dallas, Texas
  • Answer calls for sales and service
  • Collect outstanding payments due, and transition to sell
  • Call takeovers for de-escalation on customer contact
  • Train other associates on new procedures, both new hires and tenured
  • Backfield for managers not available
  • Review and analyze account for needed products
  • Received training and certification from sales  to represent brand, explain technical functions of mobile devices and guide product selection by customers.
  • Worked with customers with two or more services to understand requirements and provide exceptional service and maintain customer loyalty.
  • Scheduled and taught in class and online courses to increase learning opportunities.
Education
Business Tarrant County College, Fort Worth, TX
1990 Trimble Technical High School, Fort Worth, TX
Accomplishments
  • Top Sales Associate
  • Best Trainer Award
  • Top Performer
  • Certified On The Job Coach
  • 5 Star Recognition
  • Selected for Executive Listening Session
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Professional Summary
Proficient negotiator, adept at building immediate rapport with clients, determining needs, closing sales. Organized and punctual with strong interpersonal/intercultural skills. Also recognized as a strong coach and trainer with the ability to quickly grasp complex tasks while working in a team setting. 
Skills
  • Excellent verbal and written communication.
  • Ability to perform with urgency.
  • Confident, lucid and professional speaking ability.
  • Sales-oriented negotiating skills.
  • Expert with Microsoft Office programs: Outlook, Word, Excel, and PowerPoint.
  • Fluent in both in English and Spanish languages.
  • Motivated seller
  • Conflict resolution
  • Team Leadership
  • Adaptability
  • Extremely organized
  • Data management
  • Client assessment and analysis
  • Multitasking
Work History
First Direct Lending, LLC Mortgage Loan Officer | Miami, FL | August 2017 - Current
  • Answered inbound calls for borrowers interested in refinancing for either rate/term, cash out, or debt consolidation.
  • Took credit application, and discussed credit report with borrower in order to build rapport and structure best loan for the borrower.
  • Worked with processing throughout the 30 day process to ensure that the loan funds.
  • Sorted through 'Sharktank' retention leads for 2nd voice contact to sell/re-sell loan approvals.
  • Utilized outbound dialer to help sort through over 500 outbound calls per day for increased opportunity.
Rapid Capital Funding Team Leader | Miami, Florida | February 2015 - July 2017
  • Established a team that delivered $5.25 million in sales in the year of 2015.
  • Started as a Lead Sales Agent and was promoted to Team Leader.
  • Department sales increased from $1 MM to $7 MM over a period of two years.
  • Responsible for monitoring sales floor to ensure the appropriate coverage for inbound calls. 
  •  Accomplished sales and organization mission by completing weekly sales quotas.
  • Managed pipeline with high volume of inbound leads while following up with potential clients, handling and processing client documents.
  • Utilize CRM for lead and pipeline management.
  • Provided excellent customer service to ensure customer satisfaction and maintain company/department reputation.
Publix Supermarket Deli Clerk | Miami Beach, Florida | July 2013 - August 2014
  • Handled all customer relations issues in a gracious manner and in accordance with company policies.
  • ​Shared best practices for sales and customer service with other team members to help improve the store's efficiency.
Newport Beachside Hotel & Resort Banquet Server/Busser/Valet | Sunny Isles Beach, Florida | June 2011 - August 2013
  • Worked efficiently in a fast-paced,  high volume environment.
  • Consistently provided professional, friendly and engaging service.
  • Set dining tables according to type of event and service standards.
  • Routinely cleaned work areas, glassware and silverware throughout each shift.
  • Provided friendly and attentive service.
Education
Associate of Arts Biological Sciences Miami Dade College | 2016
Licensed MLO in the States of FL, TN, WI, and OK Mortgage Loan Originator Mortgage Educators Online Course, | 2017
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Professional Summary

Certified Pharmacy Technician with two years work experience at a leading national drugstore chain and small community pharmacy. Dedicated, hard-working, reliable and accurate professional who delivers courteous service at all times.

Skills/Abilities
  • People-oriented
  • Ability to work in a team environment
  • Motivated self-starter
  • Ability to multi-task
  • Strong research skills
  • Ability to set and meet goals
  • Exceptional communication skills
  • Creative problem solver
  • Quick learner
  • Excellent time management
  • Dedicated to customer service
Work History
Certified Pharmacy Technician DAVID KILGORE'S BEACH PHARMACY - Virginia Beach, VA 03/2015 - Current
  • Properly fill and dispense an average of 100 to 150 prescriptions per day.
  • Assist the pharmacists with checking in and pricing drug orders, third party transactions and relevant paperwork.
  • Assist other pharmacy staff with drug inventory, purchasing, and receiving.
  • Regularly stock shelves, rotate stock and check for expired medications.
  • Receptively answer customer questions and help locate desired items in the pharmacy.
  • Train new staff and stay updated with continuing education requirements
  • Communicate with prescribers to verify medication dosages, refill authorizations and patient information.
  • Resolve non-routine issues like third-party billing, computer system and customer service issues.
Certified Pharmacy Technician CVS PHARMACY - Virginia Beach, VA 10/2014 - 03/2015
  • Properly filled and dispensed an average of 300 prescriptions per day.
  • Answered incoming phone calls and addressed questions from customers and healthcare providers.
  • Effectively resolved insurance rejections and other billing issues.
  • Collected co-payments or full payments from customers.
  • Reviewed and verified customer information and insurance provider information.
  • Regularly stocked shelves, rotated stock and checked for expired medications.
Part-time Sales Representative/Service Concierge FREEDOM VOLVO OF VIRGINIA BEACH - Virginia Beach, VA 06/2007 - 08/2014
  • Answered incoming calls for the Service and Sales Departments.
  • Provided prompt, efficient and quality service to the customers in the dealership.
  • Reported to management any situation or condition that jeopardizes the safety, welfare or integrity to the dealership, employees or the customers.
  • Ensured that all invoice totals and receipts were accurate.
  • Handled and accounted for daily cash in and out of the assigned register.
  • Ensured that customer's complaints are handled promptly, with genuine concern and according to dealership guidelines.
  • Reviewed work orders and discussed them with supervisors.
  • Interfaced with management and colleagues in a professional manner.
Business Development Coordinator/Internet Sales Consultant PHILLIPS AUTOMOTIVE, INC Dba Mercedes-Benz/Land Rover of Virginia Beach - Virginia Beach, VA 04/2007 - 11/2012
  • Effectively managed a high-volume of inbound and outbound customer calls.
  • Addressed and resolved customer product complaints empathetically and professionally.
  • Accurately documented, researched and resolved customer service issues.
  • Evaluated consumer reports on a monthly basis.
  • Managed work flow to exceed quality service goals.
  • Met all customer call guidelines including service levels, handle time and productivity.
  • Strategized with sales team to prospect and qualify potential customers within assigned geographic areas of Hampton Roads.
Mortgage Loan Officer Eastern Savings Bank - Pittsburgh, PA 01/2004 - 03/2007
  • Worked with underwriters to fix application problems and resolve issues. 
  • Explained different types of loans pertaining to client situations. 
  • Reviewed loan files and updated them to match current standards. 
  • Fielded customer complaints and provided solutions. 
  • Managed loan pipeline; foreclosure, bankruptcies and jumbo loans.
  • Worked in assigned territory of mid-western states aggressively selling ESB loan products.
  • Solicited mortgage brokers, attorneys and real estate agents via phone for leads.
  • Continually stayed up-to-date on ESB mortgage rates and related real estate news.
Appraisal Management Representative Wells Fargo Bank - Pittsburgh, PA 04/2003 - 12/2003
  • Completed appraisals on a set number of properties to meet weekly production goals. 
  • Responsible for appraisal requests in AZ, KS, WY, ID, NV, NE, AL, AR.
  • Assigned appraisers according to counties in the above named states.
  • Negotiated appraisal and vendor costs.
  • Organized and managed appraisal pileline of approximately 200 requests daily.
  • Developed and maintained relationships with appraisers through networking, postcards and cold calling.
Supervisor, Housekeeping Services Midgett Realty - Hatteras - Hatteras, NC 05/2001 - 02/2003
  • Assigned housekeeping staff to vacation rental properties based on abilities and daily requirements.
  • Trained and mentored all new personnel to maximize quality of service and performance.
  • Placed orders for housekeeping supplies and guest toiletries.
  • Evaluated employee performance and developed improvement plans.
  • Directed team of 60 personnel for 250 rental properties.
  • Communicated repair needs to maintenance staff.
  • Worked with front desk to respond promptly to all guest requests.
  • Maintained controls over expenses and inventory for optimal budget tracking.
Sales Administration Assistant Midgett Realty - Avon - Avon, NC 06/1999 - 05/2001
  • Answered telephone inquiries from clients, vendors and the public regarding Midgett Realty listed properties.
  • Provided clerical support to the Avon office sales agents, including copying, faxing and file management.
  • Greeted incoming clients in a professional manner and provided friendly, knowledgeable assistance.
  • Coordinated sales meetings, including schedules and information preparation and distribution.
  • Processed closing (HUD) statements and commission checks.
  • Updated listings with Outer Banks MLS.
Reservations Sales Agent Midgett Realty - Rodanthe - Rodanthe, NC 09/1995 - 06/1999
  • Maintained and organized a customer database of over 600 clients for the Rodanthe office.
  • Asked appropriate open-ended questions to discover prospects' needs and requirements.
  • Delivered a high level of service to clients to both maintain and extend the relationships for future rental reservations.
  • Performed guided tours of the rental properties.
  • Trained new reservation sales agents.
  • Handled administrative duties for the Property Manager.
Intern Office of President George H.W. Bush - Houston, TX 05/1994 - 08/1994
  • Relocated to Houston for the summer to intern.
  • Performed administrative duties when assigned.
  • Assisted staff with the planning and scheduling of the President and Mrs. Bush's travel schedules.
  • Assisted with analyzing mail and photo requests. 
Campaign Intern US Senator Kay Bailey Hutchison - Houston, TX 05/1994 - 08/1994
  • Assisted with constituent campaign mailings.
  • Worked with staff at special events and fundraisers.
  • Helped staff in monitoring state campaign activities in all 254 Texas counties.
  • Assisted staff with Mrs. Hutchison's campaign schedule.
Intern, University of Pittsburgh Accredited Internship US Senator Arlen Specter - Pittsburgh, PA 01/1994 - 04/1994
  • Completed a graded, for credit internship through the University of Pittsburgh.
  • Performed administrative duties for the staff.
  • Responded to constituent requests both written and oral.
  • Assisted with the processing of casework and military appointment requests.
  • Assisted with Senator Specter's travel schedule when in Western Pennsylvania.
Education
Health Science courses taken TIDEWATER COMMUNITY COLLEGE - Virginia Beach, VA Attended: 2013-2017

Cumulative QPA 3.7

  • President's Honor Roll (2015, 2017)
  • Member, Phi Theta Kappa Honor Society
Bachelor of Arts UNIVERSITY OF PITTSBURGH - Pittsburgh, PA 1995
Associate of Arts COLLEGE OF THE ALBEMARLE - Elizabeth City, NC 1992
Extracurricular Activities
  • Attend Redeeming Grace Fellowship Seventh-Day Adventist Church, Chesapeake, VA.
  • Dave Ramsay Financial Peace University Coordinator, Virginia Beach, VA.
  • Volunteer, J and A Racing of Hampton Roads (Shamrock Marathon, Rock-n-Roll Half Marathon, Crawlin' Crab Half Marathon and Wicked 10K).
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Professional Summary

Highly skilled, confident and creative Graduate Engineer with a superb work ethic and engineering research background. Customer focused, self-motivated with an outgoing personality and the determination to succeed. Pro-active and outcome oriented person with a passion for continuous improvement. Reliable with the ability to rapidly achieve organisational goals and adapt easily to new ideas, concepts, methods and technologies.

Education
2016
Master Of Engineering: Electrical Engineering
Deakin University
  • Majored in Electrical and Renewable Energy Engineering & Engineering Management
2013
Bachelor Of Engineering: Electrical Engineering
Punjab Engineering College(Deemed To Be University) - Chandigarh, India
Core Competencies
  • Highly organised and strategically sound
  • Methodical approach to all tasks
  • Advanced written and verbal communication skills
  • Ability to work under tight deadlines
  • Developed skills in customer service and strong client focus
  • Can cooperate and collaborate easily and have the ability to work independently
  • Ability to prepare operation and Maintenance manuals
  • Strong grasp of electrical engineering techniques and principles
  • Excellent operational knowledge of system designs and implementation
  • Reading electrical design specifications and technical drawings
  • Strong knowledge of high voltage cabling and lightning system
Internship/Thesis & Work History
02/2015 to 09/2015
Thesis Deakin University, Geelong Waurn Ponds Campus Waurn Ponds, VIC
  • Thesis on Voltage stability Improvement.
  • Thorough research on the causes of voltage instability and presented a power system model installing the compensating devices solving the instability problem.
  • Simulation of results using PSSE software.
01/2011 to 07/2011
Research Intern Gilard Electronics Pvt. Ltd.
  • Product and process design of coil type Resistor Blower.
  • Designing of coils for Plate type resistor blower.
  • Designed and performed laboratory and field test.
05/2015 to Current
Service Representative Western Leisure Services WERRIBEE, VIC
05/2018 to Current
Broker Service Manager Finance for Living Port Melbourne, VIC
02/2016 to 04/2018
Client Relationship Manager Safra Finance Werribee, VIC
02/2015 to 02/2016
Receptionist Front Desk Jupiter Real Estate Williams Landing, VIC
03/2014 to 01/2016
General Store Manager Red Engine WERRIBEE, VIC