Currently helping meet the needs of mortgage lenders and brokers, providing credit reports, appraisal services and additional verification services that are crucial in today's mortgage environment.

Provided direct supervision to advanced, technical representatives within the Contact Center, ensuring alignment with corporate projects and goals. Scheduled monthly one-on-ones and call observations to recognize positive interactions and improvement opportunities. Completed quarterly and annual reviews of employee progress. Initiated team sales campaigns to promote Credit Union products and services. Successfully handled escalated member calls, making difficult decisions in the moment and doing in-depth research if necessary. Selected to be on several project teams as liaison between staff, leadership and vendors. Identified training opportunities for staff and developed procedure manuals to assist with new hire education. Conducted new hire interviews and assisted in all aspects of the hiring process.

Supervised two teams of data entry staff and account representatives in Portland field location. Managed daily/monthly staffing to reduce overtime and ensure coverage. Created 'best practices' for account rep team to bring collections from 50% to 90% success rate. Motivated employees in data entry to reach production goals of 45% above weekly goal (previously at 20%). Facilitated weekly one-on-ones and team meetings to increase team quality from 94% to highest company average of 98%. Completed extensive annual reviews for each team member.

*Western Reliance was absolved by State National Companies in July of 2004Served as liaison between lenders and company to ensure the needs of both were fully satisfied. Primary contact for 40-90 financial institutions in Oregon, Washington, Idaho and Northern California. Effectively communicated with upper management to balance client requests with service capabilities. Used problem solving and troubleshooting techniques to resolve any lender issues and ensure client retention. Decision maker for premium, refunds and denial requests as necessary per company policy.

Handled complex business transactions using 10-key and keyboard entries. Provided exceptional customer service.

Worked closely with members, specializing in transactions that required special assistance including difficult circumstances and members, provided managerial overrides. Assisted loan department in opening/closing accounts and initiating loan processing. Managed vault and ATM balancing and transactions on a daily basis. Responsible for balancing cash drawers for all employees.