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OBJECTIVE

Im a committed passionate and goal-oriented potential employee who seeks a posit


ion utilizing my skills in customer care with opportunities to increase my perso
nal growth. Background includes 8 years Customer Loan Servicing and Call Center
environment, 10 years Real Estate Secures Processing Manager and 1 year Foreclo
sure/Loan Modification Processing.
PROFESSIONAL EXPERIENCE
1989 2008 HSBC Finance Corporation Elmhurst, IL
During my career with HSBC Ive held the following positions Executive Customer C
omplaint Phone Representative, Branch Help Desk Processor and Customers Service
Phone Representative.
Operations Manager of Consumer Lending Lien Releases, Document Support Customer
Service Supervisor, Audit /Loan Sales and Secured Loan Manager, Account Executiv
e, Closing Loan Processor.
Supervise Records Processing staff, on-shore and off-shore, of 8 38 employees
in providing quality customer service and resolving issues in a timely manner f
or internal and external audits, state examiners, due diligence and lien release
s
Monitor and review newly boarded loans to the servicing systems of HSBC.
Indoctrinate new employees, coaching, develop and cross-train staff.
Ensure productivity and quality goals are achieved. Initiates and approve salar
y increases, promotions, transfers, and terminations. Perform special projects a
nd assignments.
Successfully assisted in the migration of wholesale and retail processing syste
ms to create efficiency by merging the two business areas
Responsible for identifying, managing and coordinating training for employees i
n the unit and department for topics as the SME, Train new employees, on shore a
nd off shore to the department for commercial customer service and loan servicin
g.
Review processes for effectiveness, ensuring quality service provision; recomme
nd and manage implementation of productivity and efficiency improvements while n
ot sacrificing service quality
Evaluate processes and implement strategies to reduce risk and cost to the corp
oration
Monitor correspondence volume, productivity and quality.
Handle escalated accounts via customer and branch offices with a quick and prec
ise resolution.
Training new employees to the department.
Developed and implemented training and procedure manuals for the Commercial Cus
tomer Service
Responsible for meeting and maintaining all individual and team quality standar
ds
Provide extraordinary service through phone interactions with customers, focusi
ng on resolving their requests the first time with an efficient, accurate, profe
ssional and courteous manner to create customer loyalty

1979 1989 Guardian Electric Mfg. Company Woodstock, IL


Distribution Sales Representative

EDUCATION
Southern Illinois University Carbondale, IL
Major: Business Administration
SKILLL PROFIENCY
Century II, CPI-Alltell, Typing 45wpm, Microsoft Office Suite, Quicken, Rekon, C
itrix, Lotus Notes, Accutrac XE, FiServ, Tax Preparation, PeopleSoft, Whirl, Fil
eNet/Panagon, WebEx (training/meetings), 10 Key, E-Oscar, Fidelity, E-port, Newt
rak, AD Hoc Reporting, Fee Finder, Ernest, Credit Commander

HSBC Peak University Mentor


Junior Achievement Mentor

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