Joseph H. Email & Phone Number

United States

United States

Orlando, Florida Area

Led and trained a team of 10+ specialists focusing on Right of First Refusal, Satisfaction of Mortgage, Bankruptcies, Imaging, File Management and Customer Service. Successfully monitored reports on each discipline to ensure progress, accuracy, communicating trends to key stakeholders while observing regulatory procedures.Provided each associate with the opportunity to enhance professional development through additional training; attained a 100% score on leadership skills in the employee Viewpoint Survey within one year. Evaluated employee time sheets, ensuring adequate departmental staff coverage for business needs; increased service level by 50%. Inherited hardware and software issues involving access to the Imaging Files Program; improved production deadlines by imaging 30% of additional files within three months. Created cross-training opportunities for each associate, regrouping priorities, increasing overall work productivity by 20% while minimizing the potential fallout.

Orlando, Florida Area

Provided counseling, training, and education for 1000+ representatives throughout the corporation in the area of customer issue resolution, problem solving, research, web access, and follow-up strategies.Created template letters in an effort to reduce the volume of concerns reported: these efforts resulted in a streamlined process to respond to written complaints within a timely basis (24-48 hours) as opposed to the previous time frame of 3-4 business days.Utilized software such as Autodesk Maya and Camtasia to create training video modules, outlining case studies on high profile issues for enhanced resolution handling training purpose; produced vast improvements in the area of handling owner concerns: escalated requests to Consumer Affairs was reduced by 30% within six months.Inherited the task of reviewing and responding to complaints via attorney correspondence and official agencies; partnered with internal Legal Divisions and Risk Management with solutions, resolving issues while providing contractual agreements.

Orlando, Florida Area

Answered 60+ emails and calls daily regarding owner concerns and requests.Developed tracking program to establish trends for training and development purposes.Grouped statistics, managing detailed analysis in Excel graph format to communicate monthly, quarterly, and yearly data for leadership team.Facilitated mandatory meetings and training processes.

Bachelor'S Degree, Multimedia Business, 3.85

Activities and Societies: Alpha Beta Kappa-National Honor SocietyGraduated with Honors-Magna Cum Laude

Associate Degree, General Studies

Activities and Societies: Business Administration