• Supervised and Trained other team Transaction Coordinators • Assisted Originator with obtaining an accurate and thorough 1003• Monitored key dates related to loan transactions and respond accordingly• Collected supporting documentation from customer• Sent loan forms, disclosures agreements, and other supporting documentation to customers for completion and signature; manage the collection of completed documents accordingly.• Maintained customer contact to ensure follow-up of loan application and answer basic customer inquiries, providing quality customer service,)• Provided administrative support in the collection and preparation of submitting loan application with supporting documentation to processing. • Prepared and submitted loan applications to processing, helping to resolve any subsequent file issues and escalating processor conditions as required assisting processor in clearing any conditions placed on loan(s).• Monitored TRID/Closing process to ensure on-time closings• Communicated to Buyers Agents, Sellers Agents, Title Companies, and other third part vendors to get basic information for a loan submission

• Assisted Originator with obtaining an accurate and thorough 1003.• Monitored key dates related to loan transactions and respond accordingly.• Collected supporting documentation from customer• Sent loan forms, disclosures agreements, and other supporting documentation to customers for completion and signature; manage the collection of completed documents accordingly.• Maintained customer contact to ensure follow-up of loan application and answer basic customer inquiries, providing quality customer service,)• Provided administrative support in the collection and preparation of submitting loan application with supporting documentation to processing. • Prepared and submitted loan applications to processing, helping to resolve any subsequent file issues and escalating processor conditions as required assisting processor in clearing any conditions placed on loan(s).• Monitored TRID/Closing process to ensure on-time closings• Communicated to Buyers Agents, Sellers Agents, Title Companies, and other third part vendors to get basic information for a loan submission

• Engaged and Managed 5 accounts both domestic and international. Responsibilities included: client satisfaction, maximization of profitability, and Key Performance Indicator attainment. • Provided support with strategic planning around client delivery, retention, and growth as well as proposing new concepts and marketing initiatives in order to move from a BPO (Business Process Outsourcing) to a CEA (Customer Engagement Agency) model. • Coordinated and lead weekly, monthly, and quarterly strategic marketing reviews and participated, as necessary, in operational performance review sessions.• Worked with all internal and external departments (IT, Training, Quality, Finance, Analytics, Etc.) to ensure the delivery of the client expectations as well as other proactive engagement initiatives.

• Promoted a positive and professional environment in which employees and front line management were motivated to deliver at peak performance in meeting the clients Key Performance Indicators.• Worked with all inter-departmental managers (HR, Training, WFM, IT) to ensure functional areas were in line with company core values and performing as such.• Accountable for overall budget management and P&L responsibility.• Ensured continuous review and analysis of processes and procedures to identify and implement operational improvements to enhance efficiency and customer satisfaction.

• Accountable for success and engaging over 100+ agents across 4 clients of various sales/customer service and inbound/outbound capacities.• Promoted a positive and professional environment in which employees and front line supervisors were motivated to deliver at peak performance. • Managed operational activity in partnership with internal departments, partner vendors, and the client directly.• Analyzed performance metric reports to ensure that service levels are met through proper staffing models.

• Assisted the Account Executive in completion of the following:• Engaged and managed multiple accounts both domestic and international. Responsibilities included: client satisfaction, maximization of profitability, and Key Performance Indicator attainment. • Provided support with strategic planning around client delivery, retention, and growth as well as proposing new concepts and marketing initiatives.• Coordinated and lead weekly, monthly, and quarterly strategic marketing reviews and participated, as necessary, in operational performance review sessions.• Worked with all internal and external departments (IT, Training, Quality, Finance, Analytics, Etc.) to ensure the delivery of the client expectations as well as other proactive engagement initiatives.

• Motivated and trained 15 to 20 customer service agents in a banking and payment systems environment by coaching, monitoring, and providing feedback on a daily basis. • Developed agents to meet internal and client mandated service levels (such as AHT, Talk Time, Etc.), while delivering exceptional customer service.• Demonstrated effective communication skills, exhibiting a strong level of professionalism with focus on customer/employee satisfaction.• Created and maintained call center scorecard dashboards for Corporate Leadership Team and the Client.

• Accountable for success and engaging over 100+ agents across 4 clients of various sales/customer service and inbound/outbound capacities.• Promoted a positive and professional environment in which employees and front line supervisors were motivated to deliver at peak performance. • Managed operational activity in partnership with internal departments, partner vendors, and the client directly.• Analyzed performance metric reports to ensure that service levels were met through proper staffing models.

• Maintained schedule creation and agent adherence reporting for 120+ agents.• Forecasted for all lines of business both in a manual setting (Excel) as well as automated (Blue Pumpkin) to ensure proper coverage for each client, not just overall coverage.• Provided data to maintain budgeted cost per call requirements and present schedules that meet or exceed requirements.• Performed shift bids, vacation bids and deployed servicing strategies to balance cost requirements.

• Motivated and trained 15 to 20 customer service agents in a banking and payment systems environment by coaching, monitoring, and providing feedback on a daily basis. • Developed agents to meet internal and client mandated service levels (such as AHT, Talk Time, Etc.), while delivering exceptional customer service.• Demonstrated effective communication skills, exhibiting a strong level of professionalism with focus on customer/employee satisfaction.• Created and maintained call center scorecard dashboards for Corporate Leadership Team and the Client.