Eight years of experience in the financial services sector with emphasis on mortgage and escrow services. Extensive experience in customer service/client management and skilled team leader responsible for the successful implementation of third party contracts. Extensive supervisory and managerial experience in leading multiple teams Experience in building, maintaining and improving client relationships Exceptional verbal and written communication skills Adept in financial analysis and escrow interpretation Exemplary presenter, facilitator and public speaker Skilled Workforce manager in areas of staffing, service levels, forecasting and capacity planning Quality Assurance expertise encompassing customer service soft skills, call type approaches, call tracking, client calibrations, escalation issues, complaint management and practiced authority of de-escalation techniques Escrow certified, and highly experienced in the financial services sector, mortgage servicing and escrow analysis interpretation Six Sigma trained completing white and yellow belts Participation in LEAN training and year round Leadership Development classes

Highlights:

• Complaints
• Staffing
• Quality Assurance
• Tandem
• Test
• Human Resources
• Management
• Services
• Firepond Concierge
• Process Improvement