Nancy Suarez Email & Phone Number

United States

United States

Conduct coaching sessions using calls scored by QA or random calls. Assist the specialist with working through challenges Develop attributes and skills necessary for meeting expectations Present guidance in a supportive environmentBuild confidence Identify training and development needsOther duties as assigned

Austin, Texas Metropolitan Area

Train New Hires on:Phone SystemInbound callsOutbound dialer (Welcome Calls, Less Than 30, FEMA, Escrow) TroubleshootingIdentify and find solutions as problems come up.Communicate with appropriate parties.IT Help DeskPhone Help DeskServicing Systems SupportCoachingAssist new hires with training in systems, learning applications and becoming familiar with available resources.Assist remote employees in Teams chat.Listen to recorded calls.Perform side-by-side monitoring.ReportingBecome proficient in reading reports.Pull and review reporting from Genesys and Reporting ServicesWeekend CoverageAvailable for Saturday shiftsHelp create and manage scheduling to ensure coverage.

Handles phone calls and correspondence from customers according to department policies and procedures, applicable government and investor guidelines. Responsible for prompt and accurate response to customer's mortgage servicing questions and concerns. Ensures that borrower inquiries, disputes and complaints are handled within specified timelines and CFPB Guidelines; Initiates "early delinquency" contact with borrower to discuss the reason for the delinquency and determine the borrower's financial ability, intent and recommend appropriate retention solutions, when appropriateAssists with loan servicing website payments, denied access and password resetsAssists borrower with late charge waiver requests and other loan maintenance requestsProperly documents each customer interaction in the MSP Mortgage Servicing SystemPerforms follow-up and research tasks to ensure problem resolutionResponsible for minimizing customer impacts and ensuring each customer has a positive interaction with mortgage servicingComplete daily work activities to meet operational requirements and goalsFully comply with all applicable mortgage industry laws, rules, regulations and investor requirements and CFPB Servicing Guidelines.

Austin, Texas Area

Manages second-level member inquiries that require extra attention to detail and investigation.Answered 325/1400 emails per week, addressing customer inquiries, solving problems and providing product information.Investigated and resolved customer complaints to foster satisfaction.Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances.Achieved performance goals on consistent basis.Coordinated between billing department and customers to resolve problems.Followed quality standards and procedures to minimize errors and maximize customer satisfaction.Achievements• Collaborated with management to improve data processing methods• Conducted data analysis to compile ticket and tow information from all U.S. and CA locations• Managed and delegated processed data for payment and customer notice• Entrusted with making independent decisions regarding ticket and tow inquiries.• Thoughtfully selected to continue responsibilities and take on new tasks untilcompany-wide closure

Austin, Texas Area

Analyzed departmental documents for appropriate distribution and filingDeveloped new process for employee evaluation which resulted in marked performance improvementsEvaluating new hires' performanceMaintaining reportsAlternate trainer for TXDPS surcharge programConduct audits for Municipal Service Bureau, Riverlink Toll, TXDPS surcharge program, TxTag and CTRMA Toll, New Jersey surcharge program, Texas Municipal Service Bureau court and debtHR reportsPartners with management to determine ways to improve quality service for our customersUse our internal quality review software to perform call monitoring and provide insight on behaviors, patterns and quality compliance levels to management.Use quality monitoring data to compile and track performance within the department.Hosted calibration and appeal meetings Prepare and analyze quality reports for management review.Employe of the month 2017Outstanding achievement awards for 2015 and 2016

Austin, Texas

Maintaining fast, accurate service, positive guest relations, and ensuring products are consistent with company quality standardsEnsured Occupational Safety & Health Act, local health and safety codes, and company safety and security policies were metAssisted with Profit & Loss management by following cash control/security procedures, maintaining inventory, managing labor, reviewing financial reports, and taking appropriate actionsAssisted Restaurant Manager in recruiting, interviewing, and hiring team members Ensured company standards on equipment, facility, and grounds were maintained by using a preventative maintenance programEnsured food quality and 100% customer satisfactionEnsured complete and timely execution of corporate & local marketing plansAuthority to hire and fire (or participate in those decisions)

Austin, Texas Area

Prepared tax returns according to government guidelinesContacted IRS or other relevant government organizations on behalf of client Maintained complete records of client tax returns and supporting documentation Completed and filed returns with tax departments at the local, state and federal level Interviewed clients to collect information and gather necessary paperwork