Dee Lozada Email & Phone Number

Detroit, Mi, Us

Troy, Michigan, United States

Troy, Michigan

Responsible for management, coaching and development of a team of 18 employees. Successfully meeting investor benchmarks while providing floor management.•Managing the operations of scheduling, training, performance, coaching, QA and payroll for the unit •Assisting with the implementation of new procedures and guidelines for world-class customer service •Meeting service goals in the face of constantly changing demands and unforeseen occurrences •Implementing strategies aimed… Show more Responsible for management, coaching and development of a team of 18 employees. Successfully meeting investor benchmarks while providing floor management.•Managing the operations of scheduling, training, performance, coaching, QA and payroll for the unit •Assisting with the implementation of new procedures and guidelines for world-class customer service •Meeting service goals in the face of constantly changing demands and unforeseen occurrences •Implementing strategies aimed towards keeping the service center staff motivated•Metrics driven to determine and identify any areas of opportunity, trends, root cause in efforts to continue to grow successfully •Meeting and exceeding pre-defined service level expectations to ensure an appropriate standard of resolution while minimizing the number of transferred calls•Working with internal and external customers to resolve their issues quickly, ensuring a high degree of responsiveness and accountability •Advising I.T. teams on issues relating to the successful support of business critical applications •Identifying potential problems before they occur and proposing solutions •Coordinating and completing special projects•Assisted as primary contact for hiring and retention thus involved in Career Fairs to increase staff. Worked closely with Executive Management Team, Human Resources and Contracting agencies to coordinate interviews, test results, background checks and employee salary classifications. Show less

Auburn Hills, Michigan

Pre-Closing Supervisor Volkswagen Group of America (Modis). Leading a TDI Remediation team of 16 to work with settlement buybacks for 2.0L and 3.0L vehicles. Responsible for customer and lien holder settlement checks, DMV title work nationwide, logistics. Meet and exceed quality, audits and aging deadlines while restoring the customer's trust. Maintain team motivation, culture change, performance and efficiency. Payroll and WFM scheduling within Verint. Salesforce. OfficeSuite proficient.

Troy Michigan

Responsible for management, coaching and development of a team of 18-20 employees. Successfully meeting investor benchmarks while providing floor management.•Managing the operations of scheduling, training, performance, coaching, QA and payroll for the unit •Assisting with the implementation of new procedures and guidelines for world-class customer service •Meeting service goals in the face of constantly changing demands and unforeseen occurrences •Implementing strategies aimed… Show more Responsible for management, coaching and development of a team of 18-20 employees. Successfully meeting investor benchmarks while providing floor management.•Managing the operations of scheduling, training, performance, coaching, QA and payroll for the unit •Assisting with the implementation of new procedures and guidelines for world-class customer service •Meeting service goals in the face of constantly changing demands and unforeseen occurrences •Implementing strategies aimed towards keeping the service center staff motivated•Metrics driven to determine and identify any areas of opportunity, trends, root cause in efforts to continue to grow successfully •Meeting and exceeding pre-defined service level expectations to ensure an appropriate standard of resolution while minimizing the number of transferred calls•Working with internal and external customers to resolve their issues quickly, ensuring a high degree of responsiveness and accountability •Advising I.T. teams on issues relating to the successful support of business critical applications •Identifying potential problems before they occur and proposing solutions •Coordinating and completing special projects•Assisted as primary contact for hiring and retention thus involved in Career Fairs to increase staff. Worked closely with Executive Management Team, Human Resources and Contracting agencies to coordinate interviews, test results, background checks and employee salary classifications. Show less

Miami, Florida

Account Executive, Customer Care, BilingualTasked with multiple facets within the insurance industry of overseas client accounts including satisfaction assurance, health needs monitoring, doctor escalations and account maintenance. Met with VIP customers to coordinate benefit needs or claims detailed explanations.•Responsible to receive and provide “world-class service” to inbound calls and emails from policyholders, agents and providers worldwide. •Ability to provide excellent… Show more Account Executive, Customer Care, BilingualTasked with multiple facets within the insurance industry of overseas client accounts including satisfaction assurance, health needs monitoring, doctor escalations and account maintenance. Met with VIP customers to coordinate benefit needs or claims detailed explanations.•Responsible to receive and provide “world-class service” to inbound calls and emails from policyholders, agents and providers worldwide. •Ability to provide excellent customer service with a high level of professionalism. •Provide in-depth product knowledge offering a wide range of health insurance needs, benefits and claims status tailored within policy guidelines. •Ability to effectively defuse, motivate and educate customers. •Excellent listening, persuasive and customer service skills. Show less

Troy, Michigan

Mortgage Servicing Specialist, Customer Service – Call Center Multiple roles held encompassing various aspects of residential mortgage industry inclusive of customer service and operations. Address and resolution of all customer inquiries, provided loan detailed information in adherence to investor / regulatory guidelines and corporate goals.•Manage several computer programs simultaneously to communicate and respond to customer issues and concerns regarding loans across the country… Show more Mortgage Servicing Specialist, Customer Service – Call Center Multiple roles held encompassing various aspects of residential mortgage industry inclusive of customer service and operations. Address and resolution of all customer inquiries, provided loan detailed information in adherence to investor / regulatory guidelines and corporate goals.•Manage several computer programs simultaneously to communicate and respond to customer issues and concerns regarding loans across the country. •Managing problem solutions, providing accurate loan-related mathematical equations. •Specialist trained in Payoff, Escrow, Insurance, Tax, ARM, Heloc, 1098, Consumer, PMI, Cross Sell Up Sell and Loss Mitigation issues.•Create and process data while entering tickets/cases for 1st call resolution. •Providing customers with product information and services to generate additional revenue through cross-sell/up-sell opportunities. Exceptional analytical and problem solving skills with ability to think quickly under pressure Show less

Ann Arbor, Michigan

•Responsible for meeting with clients for pre-qualifications and credit history checks.•Responsible for processing of new mortgage applications (purchase, refinance and new construction) from origination to a clear to close status within allowed turnaround timeframe.•Assist manager in departmental pipeline management through rate lock prioritization and balancing.•Problem research, resolution and central contact for loan officers, borrowers, client attorneys, closing & service… Show more •Responsible for meeting with clients for pre-qualifications and credit history checks.•Responsible for processing of new mortgage applications (purchase, refinance and new construction) from origination to a clear to close status within allowed turnaround timeframe.•Assist manager in departmental pipeline management through rate lock prioritization and balancing.•Problem research, resolution and central contact for loan officers, borrowers, client attorneys, closing & service vendors, etc. associated with individual transactions.•Process loans in Morvision, obtain conditions while working closely with the loan officer, customer, agent, appraiser and underwriting.•Excellent interpersonal and communication skills throughout updates, establishing long lasting business relationships with the clients. •Manage post-closing issues. Show less

Livonia, Michigan

Account Manager, Logistics Inside Sales SupportManaged original equipment manufacturer (O.E.M.) automotive accounts to maintain inventory and avoid line downs. Superior customer service via a real time worldwide visibility system. Processed purchase orders, handled customer demands, established quality customer service relationships to ensure ST as supplier of choice.•Managed O.E.M. automotive accounts: Chrysler, Bosch, TRW, Lear, Eaton, Harmon, VDO, Hella •Comprehensive sales… Show more Account Manager, Logistics Inside Sales SupportManaged original equipment manufacturer (O.E.M.) automotive accounts to maintain inventory and avoid line downs. Superior customer service via a real time worldwide visibility system. Processed purchase orders, handled customer demands, established quality customer service relationships to ensure ST as supplier of choice.•Managed O.E.M. automotive accounts: Chrysler, Bosch, TRW, Lear, Eaton, Harmon, VDO, Hella •Comprehensive sales ordering, forecast backlog and scheduled bulk orders to secure on time daily shipments •Prepare weekly reports using: Excel, Word, PowerPoint, Outlook, Lotus123, ST Applications•Review logistics reports and maintain inventory to avoid line downs•Work closely with distribution corporate plant, divisional warehouse, ST sales personnel team, Engineers and the customer to ensure punctual shipments and proper inventory control. •Awarded recognition for outstanding team support of Original Equipment Manufacturer Show less