BUSINESS SOLUTIONS MANAGER, VERIZON CONSUMER
06/2014 – 03/2016 STRATEGIC EXECUTION MARKETING AND SALES, TAMPA FL

SALES MANAGEMENT- Managing twenty sales professional retaining current customers, for sales and revenue generation, in a high-intensity call center environment. Conducted work planning and review process evaluations on assigned personal. Utilizing proactive persuasive/retention skills to turn requests for disconnection, downgrade into sales and save opportunities identifying customer needs.

EXCEED GOAL METRICS- Achieve monthly key performance metrics, call and order entry productivity standards, and call quality performance through utilization of persuasive skills, defined call flow structure, and adherence to provided schedule. Educate sales professionals on powerful product features, service offerings, billing, charges, and product value. Promoting current marketing campaigns to sell or save customers accurately and more efficiently.

REVENUE GENERATION- Perform call monitoring to increase revenue through up-selling and cross-selling video, HSI, wireless, and telephony services to existing customers. Ensure the existence of effective coaching for consistent improvement and development of employees; exceed productivity and revenue objectives; respond to competitive threats while sustaining high levels of customer satisfaction.

CROSS-FUNCTIONAL NETWORKING- Developed ongoing relationships contacts, with Field Operations, FSC, DRC, Resource Management, Staff, Sales Support and other departments. Consistently seek and disseminate information regarding the current responsibilities and procedures of the team and external conditions affecting the work.

WORLD CLASS EXPERIENCE- Leading the retention team in outstanding customer service, troubleshoot and resolve service and technical problems for customers by asking appropriate questions. Negotiating pricing or making offers of credits and or discounts according to Company guidelines. Other duties as assigned, including but not limited to, account research and follow-up, special projects, etc.

MORTGAGE CREDIT ANALYST III, CITIBANK MORTGAGES 02/2013 –03/2014
RESIDENTIAL LOAN UNDERWRITING MORTGAGE DEPARTMENT, JACKSONVILLE FL

ANALYZED THE RISK- Balanced the need for loan volume growth with the equally important necessity of optimum underwriting quality to minimize risk while maximizing profitability. Determining required findings and sufficiently documenting the determinations. Responsible for selecting the appropriate method of procurement of structure loan terms.
Reviewed, analyze, and evaluate documentation and records control procedures.

EXAMINED, RECONCILED, AND APPROVED-. Gained extensive experience in underwriting FHA, VA and Fannie Mae loans. Provided meticulous attention to detail for mortgage processing. Compile and consolidate material into a prescribed format. Evaluated the financial strength of borrowers to determine risk and repayment capacity.

PROVIDED INSIGHT, AND CUSTOMER CARE-Leveraged knowledge of loan products to help restructure turned-down loans for subsequent approvals. Maintained compliance with lending, underwriting and government requirements. Demonstrated excellent follow-through with borrowers, loan processors, loan originators and management throughout all phases of the underwriting process.

DETERMINING BORROW ELIGIBILITY- Perform verification of income, credit and asset documents against guidelines to ensure feasible submissions to Underwriting; adequately articulate calculations and any impact/concerns to clients. Anticipate potential issues or delays and partner with internal colleagues (as necessary) to ensure the loan moves forward. Exceed job performance standards including (but not limited to) closing a predetermined number of loans per month, consistently maintaining a predetermined registration to closing conversion percentage and meeting specific client satisfaction goals.

SR. CORRESPONDENT ANALYST TEAM LEAD, JPMORGAN CHASE & CO. 02/2011 –02/2013
CORRESPONDENT MORTGAGE SECONDARY MARKETS, JACKSONVILLE FL

ANALYZED AND OVERHAULED - Detected and evaluated on a quantitative, qualitative basis the effectiveness of line program operations in meeting established goals and objectives. Reviewed, analyze, and evaluate documentation and documented control procedures. Provided insight of Federal fair lending laws, including the Equal Credit Opportunity Act (ECOA) and Home Mortgage Disclosure Act (HMDA). Monitor status of repayment plans, forbearance plans, and trial period plans and update MSP system and investor system of record with payment records as needed.

EVALUATED - Collected compared the flow concerning work among positions and affiliations and the proper staffing levels and aptitudes mix. Evaluated the potential focal points, vocations to improve the capability of executive sponsorship or program operations. Accurately and timely update template steps on LMT3 and system notes on LMTN to reflect current status of file. Order and review title searches as applicable. Fair Debt Collection Protection Act.

ANALYZE, CERTAINTY GATHERING-Assessing and prompting on the association, strategies, and techniques for giving managerial emotionally supportive networks, for example, records, interchanges, mandates, structures, documents, and documentation. Inquiring about and researching new or enhanced business and administration for application to office programs or operations. Monitor and perform reviews for clearance procedures within the system. Identify potential problems in sufficient time for corrective action. Maintain an accurate log of correspondence. Examined guidelines according to the investor, client, insurer guidelines loan modification terms, forbearances and repayment terms, short sales, and deed in lieu.

STRATEGIC MANAGEMENT EVALUATION- Ensured workforce management principles, are adhered to as the union bargaining agreement requires. Breaking down new or proposed enactment to decide the effect of project operations and administration cost associated. Identify and analyze problem and bottlenecks with documentation and record control procedures. Perform the search of accounts for information gathering, record and extract material to compile data for reports, and system file reports.

PRODUCING REPORT, THROUGH EXTRACTION- Performing assessment program arranging, systems, and technique. Provide periodic reports on the status of correspondence. Leading investigations of representative hierarchical proficiency, prescribing changes upgrades in the association, staffing, work techniques, and methodology. Deadline items and arranges appropriate extensions for correspondences.

TRACKED FEEDBACK- Performing administration reviews to decide consistency with office regulations, techniques, and sound administration rehearse, and compelling usage of staff. Creating workload based staffing norms to choose hierarchical keeping an eye on all metrics. Provided reports to senior management regarding the progress of correspondence in the process.

PROPERTY MANAGEMENT- REALTOR, ANTONY JONES REAL ESTATE 05/2009– 01/2011
SURROUNDING AREAS of JACKSONVILLE, FL

PROPERTY MANAGEMENT: Ensure all rents and late fees check charges have been collected in coordination with the corporate office policies. Manage tenant relations and coordinate maintenance and repairs and resolve other tenant concerns as necessary. Provide vendor contractor with proper communication concerning scheduling, billing, vendor relations and certificates of insurance. Including governing homes that may be in a contractual agreement with Section 8 voucher assistance program allowing affordable housing for low-income families while paying housing subsidies.

CONTRACT LEASE ADMINISTRATION: Maintained high occupancy levels with qualified tenants through effective marketing and advertising initiatives, including creating MLS updates, lead follow-up, staging properties for touring by prospective tenants. Executing all lease administration responsibilities, selecting qualified tenants, preparing rental agreements, collecting deposits, rent and oversee the move-in process.

PHYSICAL ONSITE INSPECTIONS: Scheduled along with conducting the semi-annual inspection of leased properties and conduct weekly inspections for all vacant properties. Ensured A/P invoices have been submitted to the corporate office for payments including all administrative paperwork accuracy, and presented promptly.

SCHEDULING AND COORDINATION: Developed a network of emergency services to assist with tenant concerns and resolve matters after hours on important matters. Along with coordinating move-out request for residents and prepared the property new occupancy. Oversee necessary legal action filing, documenting the process following the State of Florida and Contracting Company. Ensure that Senior Manager; Property Management remained informed of escalated matters concerning tenants and or property conditions.

PLAN AND ORGANIZE WORK: Excellent organization project follow through completion skills to achieve turnaround production status. Ability to multi-task, work independently, and prioritize day to day operations to achieve above average success. Build rapport by quickly adapting to each client's needs; using mirroring communication styles and preferences

SR. HOME SERVICES SPECIALIST, BANK OF AMERICA CORP. 12/2007– 03/2009
CONSUMER MORTGAGE LENDING UNIT

CUSTOMER SERVICE - Received, evaluated and made a determination on incoming correspondence for loan approval. Act as a liaison between the borrower, underwriter, loan originator and lender. Provide customer with timely and periodic status updates of their loan application. Return all inquiry calls within one business day. Provided insight of Federal fair lending laws, including the Equal Credit Opportunity Act (ECOA) and Home Mortgage Disclosure Act (HMDA). Maintain an accurate log of correspondence. Advanced experience with Desktop Underwriter and LP Extensive guideline knowledge in FHA, VA, USDA, and Conventional.

CUSTOMER INTAKE AND DATA ENTRY- Collect required documentation from applicants and follow up on missing items. Establish, maintain, and update files, databases, records, and other documents for recurring internal reports. Order credit reports, title reports. Identified potential problems in sufficient time for corrective action to provide an ideal outcome.

FILE SYSTEM MANAGEMENT- Compile documents for customer files and enter intakes to Data Management System for processing and assessment. Assure that all customer files are complete and in compliance with regulatory agencies and internal policies. Ensure customer privacy, security of data and appropriate staff access.

ADMINISTRATIVE SUPPORT- Prepare commitment letter(s), denial letter(s) and cancel data when necessary. Maintain pipeline report and notify management of status as needed. Process the documents received for each file, verifying the accuracy and completeness of each document. Prepare fund request materials for wiring funds to close. Make recommendations for procedural changes to increase efficiency.

DIRECTOR OF PROGRAM MANAGEMENT, L. H. WILLIAMS FAMILY SERVICES (MENTAL HEALTH) 06/2004 – 12/2007
APPROVED FEDERAL PROVIDER FOR MENTAL HEALTH COMMUNITY SUPPORT SERVICES

DIRECTED-Planed, and monitors structural changes in the program. Develop the selection process, for orientation, training, motivation and discipline of all full-time and contract employees. Ensuring compliance with all legal requirements of the program including compliance with state and Federal requests in correcting deficiencies indicated by client grievances.

CONDUCTED GUIDELINES REVIEWS- Conduct the compliance for quality assurance and safety management of the mental health program. Ensuring insurance compliance and utilization review process by directly communicating with the Community Support department, reviewing and editing assessment reports, tracking client approval, timeliness and conducting peer reviews as required per state mandate.

WEEKLY & MONTHLY EVALUATIONS- Performed staff meetings along with leading interdisciplinary meetings with other clinical staff members, doctors, and counselors to discuss, evaluate and develop treatment plans. Ensuring treatment guidelines have adhered too. Along with conducting evaluations non-compliant clients, making decisions on administrative discharges if necessary to protect the mental health facility.

CREATED REPORTS IN EXCEL- Generating productivity, operation and cost efficiency, as well as the economics of scale as they relate to services rendered. Mediate unresolved complaints from clients or family members with the Clinical Director and Case Manager. Acts as an on-call supervisor if necessary during weekdays and provides backup support for weekend on-call clinicians as need.