Kimberly Lambert Email & Phone Number

Scottsdale, Az, Us

Scottsdale, Arizona, United States

Scottsdale, Arizona, United States

• Responsible for growing and maintaining business partnerships with clients• Coordinating with other departments in the organization to meet the client’s needs• Managing company policies that relate to client satisfaction standards and ensuring that all employees are following these standards • Meeting with the client to discuss their needs and goals and create a personalized process plans with our operations team to help the client meet those goals• Communicating with customers to resolve complaints or questions regarding products or services provided by the company• Working with management to develop strategies to improve customer satisfaction• Developing and implementing policies and procedures to ensure compliance within industry regulations• Overseeing all aspects of operations within the department, including employee hiring and training, and performance reviews• Monitoring employee’s performance, providing feedback, and coaching employees to improve performance/Customer service

• Responsible for growing and maintaining business partnerships with clients• Coordinating with other departments in the organization to meet the client’s needs• Managing company policies that relate to client satisfaction standards and ensuring that all employees are following these standards • Meeting with the client to discuss their needs and goals and create a personalized process plans with our operations team to help the client meet those goals• Communicating with customers to resolve complaints or questions regarding products or services provided by the company• Working with management to develop strategies to improve customer satisfaction• Developing and implementing policies and procedures to ensure compliance within industry regulations• Overseeing all aspects of operations within the department, including employee hiring and training, and performance reviews• Monitoring employee’s performance, providing feedback, and coaching employees to improve performance/Customer service

Scottsdale, Arizona, United States

Client Solution / Recording Manager• Effectively managed day-to-day busy customer service phone queues• Hired, trained, and mentored top customer service agents• Developed call quality evaluation form and welcome call script • Worked with the associates to ensure the security of incoming caller’s• Delivered weekly production reports • Develop comprehensive training material & reports to support and sustain recording department• Worked in partnership with Curative & Closing teams to ensure consistency with recording documents• Security Instrument review to check for lender and pre-closing errors and make appropriate corrections prior to recording per county requirements• Worked with the workshare recording partners to ensure timely recordings, including AK, CT, HI, and IA

Tempe Az

• Work with Implementation team as training materials are developed • Deliver either WebEx Training to multiple students or live class sessions• Responsible for setting up classroom for live training sessions, including computer set-up• Working with the Training Project Coordinator to make sure class sessions are available for sessions and delivered to students as necessary• Proof-read other Training Developers’ work and provides constructive feedback• When required, if not training, serve as a Proctor for other classes • Provide classroom support to trainers when training sessions are occurringCustomer Service Manager• Responsible for overall care and monitoring relationships with clients• Established and facilitated monthly/quarterly touch base calls• Utilized available system report to proactively monitor services levels• Identified and advised upper management of specific issues and trends • Delivered training to local offices for ResWare application via classroom• Reviewed anticipated volume increases and staffed to ensure SLAs were metProduction Manager• Established TEFS CD/Doc Prep team • Created a workflow process for the team• Established open communication with operations and production • Trained escrow offices on our current system ResWare• Resolved escalation with associates and HR if necessary

1225 W Washington St. Ste 120 Tempe Az 85281

Sr. Escrow Officer for OS National LLC working in Opendoor Production. Software Trainer for OS National LLC

Tempe, Az

• Oversaw product delivery • Established communication between the lender and operations• Team building and training• Ran daily production reports• Resolved escalation • Worked with HR on any and all associate issue’s

• Opened orders• Ordered resale certificate• Obtained payoff statement • Ordered and reviewed surveys• Worked up estimated closing statement• Ordered CPL

Flower Mound, Texas

• Opened orders• Ordered resale certificate• Obtained payoff statement • Ordered and reviewed surveys• Worked up estimated closing statement• Ordered CPL

• Oversaw product delivery in a timely matter• Established communication between the lender and operations• Ran daily production reports• Resolved escalation • QC team production • Led the national escrow team • Expansion of Chase Retail/VA groupClient Relations Manager • Responsible for overall Hyper care and monitoring relationships with clients• Established and facilitated monthly/quarterly touch base calls• Reviewed anticipated volume increases• Reviewed reports to insure service level agreements were met• Traveled to the lender offices to go over new or on-going service issues and service successes