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Click here or scroll down to respond to this candidateCandidate's Name
Objective: Dedicated professional with a passion for delivering exceptionalcustomer service across diverse industries. Leveraging years of experience in both healthcare and banking sectors, adept at seamlessly adapting to varying environments and exceeding expectations. Seeking to apply my versatile skill set, proven adaptability, and commitment to customer satisfaction to drive success in a dynamic organization.Keedysville, MD 21756PHONE NUMBER AVAILABLEEMAIL AVAILABLEEXPERIENCEWells Fargo Mortgage, Frederick, MD/Remote HomePreservation SpecialistNovember 2016 - December 2023Home Preservation Specialist (August 2019 - December 2023) Acting as the primary liaison for borrowers and agencies facing delinquency or high-risk loan situations. Acquires in-depth understanding of loss mitigation protocols, advising on strategies to preserve homeownership through initiatives such as HAMP, proprietary modifications, and repayment plans. Conducts thorough assessments of borrowers' financial circumstances, exploring modification avenues and, when necessary, facilitating discussions on liquidation alternatives like short sales and deed in lieu. Maintains meticulous documentation, ensuring accuracy and completeness for loan modification evaluations. Provides clear and timely communication to borrowers and agencies regarding modification outcomes, progress updates, available solutions, timelines, and associated responsibilities, fostering transparency throughout the process.Loan Originator (August 2018 - August 2019)As a Loan Originator at Wells Fargo Bank, I had the privilege of being a key part of our clients' journey towards homeownership. It was incredibly fulfilling to guide them through the mortgage process, using my expertise in financial products and services to create customized solutions that matched their unique goals. Building strong relationships along the way was the heart of the job understanding their needs, addressing concerns, and celebrating successes together. I take pride in educating clients on a wide range of mortgage options, from conventional loans to specialized programs like FHA and VA loans. By providing comprehensive information, I empower clients to make informed decisions that align with their financial goals. Additionally, I collaborate closely with internal stakeholders, including underwriters, processors, and closing agents, to streamline the loan approval process and facilitate a seamless closing SKILLSProblem SolvingInterpersonal SkillsInnovativeTransparentCommunication SkillsAdaptable/VersatileAWARDS/CERTIFICATIONS#1 Supervisor Award withUnitedHealthcare (2006 &2007), recognized for exemplaryleadership, dedication, andcommitment to fostering aculture of excellence within theorganization. This prestigioushonor acknowledges outstandingperformance in supervisory roles,highlighting the ability to inspireand motivate teams to achieveexceptional results. The awardreflects a track record of successin driving team performance,enhancing operational efficiency,and delivering superior service toclients and stakeholders.Co-Developed MarylandProvider Centralized Service,as a Project ManagerCo-Developed OnlinePhysician Registration Tool,experience for our clients. Being part of such a dynamic team environment was truly exciting, and knowing that my contributions helped make Wells Fargo one of the leading names in the industry made every day rewarding.Mortgage Customer Service Agent III (November 2016 - August 2018) As part of my role, I ensured that clients were well-informed about escrow analysis, foreclosure processes, and investor guidelines, guiding them through these complex areas with clarity and expertise. Handling customer inquiries with professionalism and efficiency was a top priority, as I strove to truly understand their needs and provide tailored solutions. Resolving issues promptly and effectively, I maintained detailed records of interactions in our CRM system, ensuring seamless communication and follow-up. I was committed to adhering to client processes for handling financial inquiries, while also actively seeking feedback to continuously enhance our service quality. Promptly responding to customer requests and maintaining a proactive approach to service delivery were key aspects of my commitment to exceeding expectations. Alltran, Gaithersburg, MD Client Care Specialist August 2010 - October 2016In my role, I took ownership of monitoring the firm's accounts receivable, ensuring that no outstanding balance went unnoticed. When contacting customers with overdue accounts, I approached each interaction with empathy and understanding, recognizing that unforeseen circumstances can sometimes lead to financial difficulties. My goal was not only to collect overdue amounts but also to work collaboratively with customers to find manageable solutions, whether through arranging payment plans or offering flexibility in repayment schedules. In addition to my day-to- day responsibilities, I took pride in preparing and submitting regular reports on the status of unpaid accounts and the progress made in repayment efforts. These reports not only provided valuable insights for management but also served as a testament to the dedication and diligence with which I approached my role. What I found most rewarding was resolving customer issues and complaints concerning billing. I viewed each complaint as an opportunity to provide exceptional service, addressing concerns promptly and effectively to ensure customer satisfaction. Overall, my approach to accounts receivable management was characterized by a balance of professionalism and empathy. I successfully managed billing operations for a diverse portfolio of over 40 hospitals as an intermediary, ensuring accurate and timely processing of billing and maintaining strong client relationships.By prioritizing clear communication, proactive problem-solving, and a customer-centric mindset, I was able to make a meaningful impact in ensuring the financial health of the hospital while maintaining positive relationships with customers.UnitedHealthcare/MAMSI, Frederick, MD Disputeas a Project ManagerMortgage Loan OfficerCertification (MLO - 2018),demonstratingcomprehensive knowledgeand expertise in mortgagelending regulations, loanorigination processes, andethical standards. Thiscertification validatesproficiency in guiding clientsthrough the mortgageapplication process, assessingcreditworthiness, andrecommending suitable loanoptions.LANGUAGESEnglish FluentlyResolution Manager within the Legal DepartmentOctober 1998 - September 2009Dispute Resolution Manager (October 2007 - September 2009) I spearheaded comprehensive correspondence management and conducted thorough investigations, responding to inquiries from various departments of insurance. Collaborating closely with State Departments of Insurance, I ensured accurate interpretation of statutes and mandates, fostering strong regulatory compliance. Additionally, I partnered directly with legal counsel to uphold adherence to health general articles, statutes, and mandates, contributing valuable insights to compliance initiatives. Assisting compliance directors and legal teams, I provided essential input and representation in pivotal compliance cases. My role also involved adeptly managing complaints from multi-state and multi- jurisdictional agencies, demonstrating a commitment to effective resolution and regulatory alignment.Senior Call Center Supervisor (June 2007 - October 2007) In my role as Senior Call Center Supervisor, I led a team of 18-24 dedicated customer service agents, ensuring smooth operations and exceptional service delivery. I took pride in developing and facilitating comprehensive training programs tailored to employees' diverse levels of experience and skill. Handled escalated calls from physicians and members, adeptly resolving complex issues while maintaining a professional and empathetic approach. Additionally, I meticulously managed daily call volume adherence and quality reporting, implementing strategies to optimize performance and enhance customer satisfaction. Played a key role in the interview and hiring process, identifying top talent and onboarding new Customer Care Representatives, fostering a cohesive and high-performing team environment. Through my leadership, I strived to foster a culture of excellence, accountability, and continuous improvement, resulting in consistently positive outcomes and strengthened relationships with stakeholders.Senior Supervisor of Customer Advocate Team (October 2002 - June 2007) Cultivated a culture of excellence and customer-centricity as Senior Supervisor of the Customer Advocate Team, overseeing a dedicated group of professionals in delivering exceptional service. Led and mentored a team of 20 customer advocates, ensuring alignment with organizational goals and standards of excellence. Developed and implemented training programs to enhance team members' skills and capabilities, fostering professional growth and enhancing customer satisfaction. Handled escalated customer inquiries and complaints with empathy and efficiency, resolving issues promptly and effectively. Collaborated cross-functionally to identify opportunities for process improvement and implement best practices. Contributed to the recruitment and onboarding process, identifying top talent and ensuring a seamless integration into the team. Through proactive leadership and effective communication, consistently achieved performance targets and exceeded customer expectations.Customer Advocate Team (January 2000 - October 2002) As a UnitedHealthcare Customer Advocate, I played a vital role in assisting members with a wide range of healthcare needs, including navigating medical bills, scheduling appointments, and making informed decisions about their healthcare. I served as a trusted resource, answering questions and providing guidance to ensure members had access to the information they needed to make informed decisions. In my role, I had the privilege of collaborating with a diverse team of professionals, including experts in clinical care, emotional health, pharmacy, special needs, healthcare costs, and medical plan benefits. Leveraging this collective expertise, I was able to provide comprehensive support to members, addressing their concerns and helping them navigate the complexities of the healthcare system with confidence and ease. Through empathetic communication and personalized assistance, I was dedicated to delivering exceptional service and making a positive impact on the health and well-being of UnitedHealthcare members. Customer Care Representative (October 1998 - January 2002) I had the privilege of serving as a trusted advocate for our members, providing personalized support and guidance to address their healthcare needs and concerns. With a deep understanding of our insurance plans and services, I assisted members with a wide range of inquiries, including coverage details, claims processing, and navigating healthcare providers. In addition to handling member inquiries, I also played a key role in resolving issues and escalating complex cases when needed, ensuring timely and satisfactory resolutions. Through empathetic communication and active listening, I built strong rapport with our members, earning their trust and confidence in our services. Collaborating closely with internal teams, including claims processing and provider relations, I facilitated seamless coordination to meet the needs of our members effectively. I also actively contributed to process improvement initiatives, leveraging member feedback to drive enhancements in our service delivery. Above all, I was committed to upholding the highest standards of professionalism and integrity in every interaction, striving to make a positive difference in the lives of our members and ensuring their satisfaction with our health insurance services. EDUCATIONMartins Ferry High School, Martins Ferry, OH Diploma Graduated June 1985 |
