Andrew P. Email & Phone Number

United States

Stafford, Texas, United States

Greater Houston

• Enhanced effectiveness of training by conducting research and developing course curriculum; leveraged after-course surveys to further improve and tailor new coursework. Made proper updates to content of current.
• Enhanced skills and performance of 2000+ agents through continuous training and development.
• Planned and orchestrated numerous leadership and skills-development training programs for management and staff.
• Accomplished ~90% retention rate for trained staff, while establishing a productive work environment.
• Led successful transition of in-person training to virtual for 500+ remote agents within a 12-month period.
• Partnered with business units for creating front-to-back training manual for default/collections/loss mitigation.

• As Loss Mitigation Specialist, I was overseeing a portfolio of 200+ GSE, FHA, VA, USDA, and conventional loans. On a daily basis, I was educating the new loss mitigation specialists on company policies and procedures..
• Efficiently closed average of 10 short sales per month.
• Achieved customer satisfaction by offering high-touch services and resolving complex issues.
• Contributed to minimizing losses by examining potential risks before settling a mortgage.

• Here, I was coordinating with cross-functional teams to identify areas for improvement in customer service and develop training programs to address those areas. I was also maintaining accurate records of training.
• Introduced and delivered training programs to enhance the customer service skills of employees.
• Maximized staff performance and productivity to exceed quality goals and metrics.
• Designed and developed training materials, including e-learning modules, instructor-led training, and job aids.
• Conceptualized and spearheaded training sessions for 40+ agents.
• Led special project to cross-train department with FAQ curriculum by partnering with foreclosure team.