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 training programs in close coordination with subject matter experts.Here are my key accomplishments:• 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.• Mentored and empowered 20+ trainers in virtual classroom communication and technology software; ultimately trained 800+ employees remotely.

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. I was also examining applicants' financial documents and account statements to determine property value and assess debtor's overall credit risk.Check my contributions below: • 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 activities and employee performance. Following are my accomplishments: • 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.