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Professional Summary

Adaptable Senior Operations Representative with more than 15 years of  experience with Legal Document Processing in the  Financial Industry. Driven, ambitious and dedicated to managing the workplace flow and optimizing day-to-day activities. Trained in office procedures, technology and working with clients while observing confidentiality.

Core Qualifications

Self-directed, Resourceful, and Deadline Oriented

Able to Organize, Prioritize and Manage Task

Spreadsheets and Control Inventory

Creative Critical Thinking, Advanced Problem Solving 

Expert at Handling Large Cash/Check Deposits

Manage Office Supplies

Proficient in Microsoft Office Systems

Interpersonal communications

Education
Associate of Science: Legal Administrative Assistant Expected in 2021 Inver Hills Community College, Inver Grove Heights, MN
Experience
Merrill Lynch Pierce Fenner & Smith Incorporated Bloomington, MN Senior Operations Representative 11/2017 to Current

Respond promptly to telephone and in-office inquiries from clients, vendors and the public

Adhere to security requirements by screening visitors, updating  passes

Efficiently schedule meetings and appointments

Organize files, develop spreadsheets, fax reports and scan documents

Receive incoming packages and mail, disperse parcels and correspondence and ship outgoing items daily

manage opening and closing times for the main branch

Replenish stock of office supplies when inventory become low


Synchrony Financial Saint Paul, MN Senior Specialist, Recovery Operations Lead 02/2012 to 10/2017

Partnered with recovery operations leadership to assist with and support teams daily processing goals, queue inventory, productivity, and providing feedback

Managed Affidavit/Media fulfillment processes and procedures for Attorney, Agency and Debt Sales through workflow using methodical analysis and tools

Manipulated data using pivot tables, pivot charts and macros

Implemented policies and procedures to ensure the team had valid resources, drove effectiveness within the operation department

Examined and verified legal documents to meet tight deadlines by responding to daily inquiries

Ensured all critical to compliance and service level agreements were met withing clients' contractual commitments

Worked with peers on development teams sharing ideas and facilitating an exchange of best practices


GE Capital Retail Finance Saint Paul, MN Litigation Specialist 09/2002 to 01/2012

Composed and typed routine letters of correspondence

Collected media to prepare and draft packages for Attorney Firms

Managed communication with Attorneys regarding status of petitions and granted orders

Negotiated payment plans with customers

Educated customers on account information and payment option

Community Service

Volunteer, Junior Achievement, 2014-2016 and United Way, 2015

This resume is created in 7 minutes.
Professional Summary

Five years experience in high call customer service environments. Three years of direct claim related experience. Experience in Total Loss claims, Express claims, PIP claims, Glass claims. Field appraiser training, insurance damage appraisal training certification. Experience with writing auto field estimates using Audatex. Exceptional customers service and interpersonal skills.

Skills
  • Adjuster License TX,FL,GA,MI,LA,OK,KY,MT
  • Insurance fraud/Material Misrepresentation  
  • Personal, Casualty and Property loss
  • Claims Injury/Pip claims
  • Audatex, CCC Pathways estimating
  • Collision claim experience
  • Flexible


  • Advanced computer skills
  • Extensive Auto Insurance knowledge
  • Highly motivated/Flexible
  • Subrogation
  • Strong conflict resolution skills
  • Negotiation skills
  • Estimate writing
Work History
Claims Adjuster, 02/2017 to Current
Windhaven Insurance Richardson TX
  • Reviewed field inspections and coordinated all insurance claim audits.
  • Evaluated insurance policies and analyzed damages to determine coverage.
  • Reviewed and analyzed suspicious and potentially fraudulent insurance claims using Accurint and ISO applications.
  • Tracked the progress of all outstanding insurance claims.
  • Provided exceptional customer service to all customers.
  • Ordered MVRs, negotiated payouts with Tow yards, Body shops.
  • Served as a catalyst to PIP claims department.
  • Evaluated and paid invoices for glass claims and collision claims.



Insurance Adjuster, 01/2016
Eberls Claims Dallas TX
  • Experience in Total Loss and Express claims
  • Evaluated all evidence with the ultimate goal of creating positive outcomes for clients claims while maintaining a cost effective process for the company.
  • Adjuster Experience in Catastrophic events (Floods,Hail,Storms,Fire)
  • Communicated with insurance agents, attorneys and policy holders. Provided Exceptional Customer service to all clients.
  • Inspected vehicle pictures to determine if vehicle was a total loss or repairable, Set up rentals and negotiated with tow yards/body shops.
  • Documented all customer inquiries and comments thoroughly and quickly while reaming empathetic to all customers situations.
  • Processed cash and credit payments rapidly and accurately to policy holders, body shops and rental companies.
  • Investigated and resolved customer inquiries and complaints in a timely and cost effective manner.







Litigation Specialist, 06/2013 to 05/2016
Nationstar Mortgage Remote
  • Conducted interviews, gathered detailed information and completed field investigations
  • Researched bankruptcy loan files to confirm federal guideline compliance, Drafted Legal papers, including complaints, summons and interrogatories
  • Managed attorneys Responsible for timely processing of activities and responsiveness of alerts to ensure foreclosure time-line management was met
  • Negotiated any opportunities to shorten time-line, drive performance, or minimized loss Minimized losses through management of attorney to ensure foreclosure process was consistently progressing
  • Managed loan servicing portfolio of 400 cases consisting of top high balance non-performing loans with over $750,000.00 UPB Negotiated with borrowers, real estate agents, attorneys, and investors, to develop workout solutions on mortgage loans
  • Identified workout options based on financial packages including ordering credit reports, appraisals, and preliminary title reports Worked with attorney's to perform loss mitigation, Short sales, and deed in Lieu.




Loan Representative, 02/2013 to 06/2013
Nationtar Lewisville
  • Worked Collections on assigned delinquent mortgage loans through all legal means available.
  • Resolved customer delinquency, utilizing the most cost effective collection techniques to resolve customer delinquency and worked toward a permanent solution.
  • Interviewed an average of 45 mortgage loan applicants per month.
  • Answered an average of 75 calls per day by addressing customer inquiries, solving problems and providing new loan information.
  • Reviewed and edited loan agreements to ensure accuracy.


Education
Bachelor of Science: Human Services , 2012
Kaplan University Davenport - Chicago