Daniel Volker Email & Phone Number

Kirkland, WA, US

San Francisco, California, US

• Taught English to Chinese students through an online learning platform.
• Gained bookings from parents through self-marketing with an online profile and by creating exciting videos.
• Wrote lesson plans as well as developed strategies to engage students experiencing difficulties.
• Quickly troubleshot, diagnosed, and resolved technical issues to provide a seamless experience

Greenville, SC, US

• Performed quality assurance for loss prevention and loan onboarding departments. Focused on making sure timeframes and content were compliant with applicable rules and regulations.

• Performed quality assurance for offshore contractors filing claims for mortgage servicing reimbursements from Fannie Mae.
• Reviewed and evaluated submitted Fannie Mae claims to ensure company policies are adhered to and expenses reimbursed in full; randomly sample enough claims to reach a statistically representative random sample of.
• Presented trends and metrics during monthly meetings; analyze data, gather and clean data from all claims, and rework the data into relevant categories and metrics.
• Performed quality audits to be used as internal controls and report to Management and vendors.
• Assisted with resolving quality escalations and drove to achieve consistency in audit results and findings.
• Collaborated with other departments to verify the accuracy of various reports. Key Accomplishments:

• Developed better controls and procedures department-wide by creating a new process; troubleshot, repaired, and programmed the scanning system.
• Created and managed the lessee claim/dispute process for the Citations team utilizing Jira and Zendesk.
• Developed and managed processes for handling lessee inquires and disputes regarding traffic/parking citations; trained new Customer Service teams on ways to properly handle citation disputes.
• Developed and shared SQL queries for multiple departments.
• Tracked and reported fraud through incoming leased vehicle citations.
• Established, tested, and operated the mail scanning workflow; located and arranged fleet recall information.

Charlotte, NC, US

• Negotiated and closed conventional and government short sales; negotiated terms of sales with real estate agents that were reasonable and in adherence to internal, investor, and mortgage insurance guidelines.
• Performed portfolio management for more than 300 short sale cases.
• Conducted quality assurance for short sale closings, tax reporting, and vendor short sale initiations.

Charlotte, NC, US

• Investigated and resolved ATM deposit as well as non-fraud debit card claims on the behalf of customers in compliance with government regulations as well as VISA and MasterCard dispute/chargeback guidelines
• Managed processes for complex business accounts, accounting, vendor claims, as well as handling all debit card credit disputes
• Spearheaded several initiatives to improve communication with customers including a project to update system and user generated letters to better reflect claim situations and request required information from customers
• Helped develop procedures and train new associates
• Investigated reports and general ledgers for discrepancies and resolved complex accounting reconcilement and processing errors
• Performed fraud detection across many roles which has stemmed losses from several customers, employees, and processing centers

Bachelor Of Arts (Ba), Design Studies (Management)

Biology, General