jessica claire montgomery street san francisco ca 94105 555 4321000 resumesampleexamplecom summary goal obtain career associated company utilize skills gain experience enhancing companys brand reputation 5 years leadership supervisormanager customer escalation management executive office complaint handling resolution project management facilities management highlights 10 years call center environment mortgage default originations loss mitigation nonis auditing escalation resolution auditing compliance regulatory quality control accomplishments created ems audit training guide used trained new auditors used refresher existing auditors assisted implementation qc review process ems eo analyst qc submissions compliance review stage customer direct written complaint responses maintained rating exceeds monthly annually departmental goals measurements experience mortgage banking research specialist 012010 current cb richard ellis moreno valley ca previous positions held collector iii shortsale solicitor loss mitigation rep customer assistance escalations specialist cart audit group sr lead operations specialist currently provide feedback guidance direction 30 agents texas arizona offices daily basis review research executive office complaint responses compliance regulatory checks identify work internal external lob partners obtain thorough resolutions executive office complaints inquiries created ems eo quality control process put place ensure ems eo continue get expected results resolving customers issue providing great customer experience control service level aging mitigate various lines business rejects calibrating internal partners regarding complaints researched ems dept managed ems qc sharepoint site currently house qc pass fail decisions audit escalation management department closed infosource cases accuracy coaching opportunities identifying departmental trends sr loss prevention lead 052005 112009 triad financial santander consumer city state advanced increasingly responsible positions culminating management assistance role oversight 12 member team trainedassisted employees daily responsibilities monthly production goals handled supervisor talk offs monitor calls quality assurance maintained high ratings monthly annually departmental goals measurements analyzed team department reports develop ideas production quality enhancement loss prevention supervisor floater 2001 052005 ford motor credit volvo finance city state led team 12 loss prevention representatives portfolio 100 160 accounts days delinquency ranging 60 150 days analyzed team department reports develop ideas production quality enhancement handled supervisor talk offs monitor calls quality assurance effectively trained coached new hires department excel current position commuted ford motor credit volvo finance offices assist special projects assigned identified performed coaching opportunities action plans side side evaluations recommendations recognition terminations assistant facilities manager 041998 112000 greyhound bus lines city state managed organized maintenance employees contractors premises daily meet goals business implemented employee schedules organized shifts according business needs responsible complying local state safety requirements buildings 3 including employee training facility inspections cleaning support services security premises managed projects including facilitating departmental moves beginning end included working internal departments external vendors contractors complete project education bachelors degree business administration finance current ashworth college dallas tx business administration finance skills thorough comprehensive knowledge policies procedures bankruptcy fdcpa fcra ssa fannie maefreddie macusda guidelines dws msp lenderlive lps bart infosource agent desktop early resolution tas fortracs ivault cms vls icat cat ccw spo tool vendorscape control link expert user ms word ms excel powerpoint oracle applications skills escalation complaint handling audit processes modification shortsale collections recovery bankruptcy escrow property preservation reo executive office possess strong leadership analytical critical logical thinking problem solving organizational negotiation skills effective written verbal communicationpresentation skills team player goal driven results oriented