Cassandra Phillips Email and Phone Number

• Selected to manage additional responsibilities and duties in addition to Client Review Analyst role during relocation of job position to Utah.• Hold full accountability for managing and updating policies, procedures, training materials, knowledge base articles, and resources for Call Center Associates, as well as all QC for exception reporting compliance reviews.• Complete UAT testing, review exception reporting, research escalated phone issues, and perform in-depth root cause analysis for all call center errors and escalated issues.Client Review Analyst – Research Department (2013 – present)• Spearheaded seamless implementation of 4 newly designed processes across multiple lines of business.• Improved performance and accuracy through proactively identifying, analyzing, and capitalizing on opportunities to employ new strategic policies and procedures for confirmed errors.• Reviewed and responded to compliance audits reviews conducted through state and federal regulators, internal audits, and CFPB.• Achieved and maintained in-depth knowledge and understanding of FCRA, RESPA, GLBA, TILA, FDCPA, FACTA, ECOA and UDAAP regulations to ensure compliance of all current operations, policies, and procedures.

• Promoted to QC position within 6 months of employment due to outstanding performance to review research responses and ensure flawless execution of grammar, clarity, professionalism, and delivery within organizational and regulatory guidelines and standards.• Coached, led, mentored, and trained new research associates

Customer Advocate / Research Associate (2012 – 2012)• Exercised sound judgment and excellent decision skills to analyze, review, and prepare written responses to verbal disputes for customers, clients, CFPB, BBB and regulators.Floorwalker – Customer Call Center (2008 – 2012)• Promoted within 1 year to assist new team dedicated to loss mitigation, dispute resolution through research and communication, and identifying accounts eligible for loan modification while managing 30+ calls on a daily basis.• Provided hands-on assistance, education, leadership, and support to team of 30 associates as designated floor authority; key player in swift resolution of escalated calls.

Floorwalker – Customer Call Center (2007 – 2012)• Promoted within 1 year to assist new team dedicated to loss mitigation, dispute resolution through research and communication, and identifying accounts eligible for loan modification while managing 30+ calls on a daily basis.• Provided hands-on assistance, education, leadership, and support to team of 30 associates as designated floor authority; key player in swift resolution of escalated calls.

Top achiever in client dispute resolution Proven skills to quickly and effectively resolve customer issues and complaints Took full accountability of dispute resolution to ensure client was satisfied and resolution was within company, State and Federal guidelinesFacilitated the feedback to upper management regarding escalated issues and/or complaintsRecognized for consistently meeting and exceeding call volumes and department goalsResolved problems by clarifying issues; researched and explored answers and alternative solutions; implemented solutionsMaintained Call Center Database