Books"CUSTOMER SERVICE call center HOTSHOTS" by WdLLHow to master the challenge of dealing with irate customers, unsupportive management, outdated computer systems & ENJOY your job!“TAP INTO YOUR HIGHER MIND” by WdLLDid you know we all have a Higher Mind? Chances are you’ve heard that we all do. Now I would like to help you experience what tapping into it in an unscientific manner reveals.“DON’T LOOK BACK” by WdLLTravel the inner mental journey with Augusta-Maria through her 18 letters to Tiger.Web contentmentormewanda.comlyonsisrsp.comLyrics"Thank God for Music" - co-written with Mike LyonsScreenplaysto be announced

Managed, trained and developed a team of customer service associates who resolved mortgage inquiries and complaints.• Produced positive customer impacts reflected in team average scores of 97.4% for quality and 113.86% for performance in the last quarter of 2016.• Designed and facilitated an “Escrow Calculation” training resulting in 100% knowledge gap elimination, clear explanations of a complex issue to the borrower and acceleration in call control.• Evaluated, re-trained and brought a candidate from a non-performing standard to the #1 top performer in 30 days. • Analyzed workflow processes resulting in recommendations for customer satisfaction & risk mitigation improvements.• Liaised with cross-functional departments to research and resolve customer’s escalated issues.

Mortgage Collector/SPOC - Green TreeNegotiated monthly with borrowers of 900-1300 past due accounts. Designed job aids.• Analyzed the borrower’s financial status then negotiated solutions to cure delinquencies and make meeting future obligations possible.• Earned performance bonuses and was awarded formal recognition for meeting top collection targets.• Created a voice mail message job aid, aligning verbiage that enabled compliance with State and Federal regulations.Loss Mitigation Relationship Manager/SPOC - EverHome MortgageManaged 400-700 mortgages per month in the process of loss mitigation, loan modification, foreclosure and/or bankruptcy. Developed talent. Designed work aids.• Ensured compliance via preliminary financial evaluations, accurate completion of the loss mitigation application and the submission of required supporting documentation.• Succeeded in achieving the borrower’s complete understanding of the loss mitigation process, viable options available or the reasons for their ineligibility.• Facilitated the new hire training-to-job coaching resulting in a smooth transition from theory to practice and enabling computer system assimilation.• Designed job aids, English-Spanish tools, system scripts and standardized notation which created consistency in account communication and annotation.Loan Counselor/Collector - EverHome MortgageWorked an established list of delinquent mortgage accounts and assisted in talent development.• Complied with corporate policies by collecting all past due payments, negotiating payment arrangements or by instructing the mortgagee to apply for an alternate program.• Conducted new employee side by side coaching achieving computer system and collection process assimilation.