Monique Roman, Mba Email & Phone Number

Texas, United States

Texas, United States

Coppell, Tx, Us

Work closely with end users, front line support, intenral teams, and vendors to identify and document application issues as well as troubleshoot and resolve when possible. I analyze and identify the scope and probable root cause. Draft user stories and raise Major Incidents as needed.

Coppell, Tx, Us

Coppell, Tx, Us

Westlake Village, California, Us

Responsible for highly escalated and sensitive complaints and notification of errors. Ensure proper handling of all verbal and written complaints according to CFPB requirements. Draft letters for all written correspondence including web questions according to CFPB requirements. Work with multiple lines of business to resolve issues. Handles departmental training for new and temporary associates. Specialized in electronic communication including secure messages and live chat. Subject mater expert for credit disputes, previous servicer research, and boarding issues. Specialized in prior lender, escrow, tax, insurance, correspondent lending, payment application, and fees.Assisted with new hiring training. Created multiple job aids, conducted classroom training and on the job training. Developed reporting to track both production and utilization.

Charlotte, Nc, Us

Managed offshore production teams for multiple processes including Foreclosure Referrals, Foreclosure Finance, Payoff & Reinstatement Quotes and Sales Desk. Department processed 800 - 1000 + items a day Implemented the required 5 day SLA with a 97% success rate. Assisted with the developed Cash Application Waterfall and launched a project to minimize misapplication of vendor refunds. Successfully managed and implemented multiple process improvement projects and most recently completed projects to ensure compliance with CFPB regulations for all processes managed.Prepared, analyzed, and reviewed reconciliations of refunds, sales proceeds, and other funds received and developed a process to minimize errors with application of fundsIdentified, analyzed, resolved, and if needed escalated potential risks issues. Was the designated SME for all of the processes and managed change. Lead and facilitate meetings and interviews with management, business owners and users to define, establish, and document business objectives and requirements, and foster communications with business users and team members to ensure gaps in the process were closed. Assisted with the development of Quality Control (QC) and User Acceptance (UA) test activities including Executing /Validating test cases for projects on a pre and post production basis Started my career in the call center working both collections and customer service. I was a certified OJT trainer and escalation representative. I then moved over to Foreclosure Review Committee where I reviewed loans to refer to foreclosure. I created multiple help documents and modules for training as the department had no formal training manual. I handled FLDD calculations for vacant, workout release, and bankruptcy release. I specialized in reviewing Tribal Loans and Veteran Land Board referrals. Created and modified policy, procedures, and training manuals.

Fort Worth, Texas, Us

Assisting telephone sales representatives in selling warranties including continuous education and coachingMonitored call campaigns and opening and closing of automated dialer systemConducted audits and monitored performance to ensure compliance with polices and proceduresResponsible for employee morale and performance

Responsible for a sales floor of 20 - 50 telephone sales representativesResponsible for scheduling and cross training to meet business needCompleted sales reports to be sent to executives and clients dailyMonitored calling campaigns as well as opening and closing automated dialing systemConducted interviewsResponsible for maintaining a high energy sales floorWorked closely with clients including demonstrations and live sales updates.Loan Originations- Application processing

Master Of Business Administration (M.B.A.), Organizational Leadership

Bachelor'S Degree, Accounting