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yyyyyy x. yyyyyy

country of citizenship: united states

ssn: xxx-xx-xxxx

 

 

vacancy posting:

position:

 

 

core competencies

 

property/housing disaster response; property damage assessment; claims analysis; claims handling; insurance/funding determination; research and analysis; project management; resource management; bid solicitation; contracting; litigation; call center management; customer service; client relations; team building; training and development; coaching/ mentoring; supervision; policy/procedure development; strategic short-term/long-range planning; workflow prioritization/assignment; management reporting; cost analysis; regulatory/standards compliance; collaborative teamwork

professional experience

march 06-present

countrywide home loans/bank of america

0000 xxxxxx xxxx , xxxx , xxxxx 00000

supervisor: confidential

salary: $38,323.20/annual

hours per week: 40

senior work flow coordinator; 2008-current

call center team supervisor; 2006-2008

drive claims handling operations, from intake and ongoing monitoring through disposition, in areas ranging from disaster response to foreclosures; deal extensively with disaster victims and heavily damaged properties.  assigned to damage team, with responsibility for overseeing properties and preparing for sale. create detailed proposals for presentation to senior management, addressing issues ranging from property condition, repair costs and amount of insurance proceeds held to violations and property liens.

thoroughly review and analyze accounts to determine eligibility for insurance funding based on established requirements/criteria and request/facilitate funding. actively collaborate with escalation teams to define and execute solutions-focused strategies for managing damaged properties.  review damage bids to determine issues demanding immediate attention, such as hazardous materials remediation/clean up and boarding up/securing properties. create work orders for contractor bidding and make determinations on cost-worthiness. troubleshoot denied claims and collect and evaluate account data in order to determine solutions; present expert recommendations to senior management.

as member of private investor team, proactively work foreclosed loans in compliance with external bank/stakeholder guidelines.    research projects and plan and coordinate team assignments to maximize use of time and resources. efficiently process litigation issues resulting from bankruptcies.  optimize productivity and efficiency by integrating microsoft access and excel tools with daily project/task tracking.

 

 

page 1 of 2

 

 

richard neill mcdermott                                                                                                  page 2 of 2

countrywide/bank of america continued

 

as call center supervisor, demonstrated dynamic leadership skills in effectively building and managing team of 12 property claims agents; substantially improved customer satisfaction scores through proactive leadership, team development and mentoring.  facilitated quality monitoring and coaching of individual customer service representatives (csrs) in handling inbound calls.  productively processed, troubleshot and resolved escalated customer issues. successfully implemented enhanced call queue management processes to decrease customer wait time and meet/surpass call metrics. resourcefully created, executed and monitored call flow processes and scripting to boost client satisfaction levels.  consistently enforced and ensured compliance with reporting and metric standards.

continually recognized for contributions to company success.  recipient of multiple people s choice awards for going above and beyond to deliver world-class service.   earned team leader certification program (tlcp) award for team leadership excellence.

august 05 c february 06

experian/ibase consulting (contractor to experian)

0000 xxxxxx xxxx , xxxx , xxxxx 00000-3701
supervisor: cassandra chortie (contractor representative);xxx-xxx-xxxx; may contact

salary: $13.06/hour

hours per week: 40
customer service representative (contracted through ibase consulting)
efficiently processed customer requests for credit profile information to deliver prompt servicing.  illustrating dynamic communication and problem solving skills, appointed to serve as inbound call center representative for dispute resolution.  contributed strong attention to detail and analytical skills toward ensuring customer credit profile integrity/quality.

 

education

 

collin county community college

degree: bachelor of science; on track for completion 2012

degree: associate; on track for completion 2010

earned: n/a; in progress, 2008-present

gpa: 3.0/4.0 scale

hours earned to date: 25

 

specialized training/professional development

 

certification:

team leader certification program (tlcp), countrywide

 

employer-sponsored training:

how to deal with conflict within the workplace

time management

how to handle situations with employees

technical skills

 

excel, microsoft access, word, powerpoint

 

community involvement

 

member, north texas griffins

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