Inbound and outbound call center experience starting at an entry-level position taking customer service calls, managing teams of 16 or more employees, continuing on as a trainer and technical writer.Expert knowledge within the Mortgage Industry including but not limited to; boarding, underwriting, acquisitions, cash posting, rules and regulations for collections varying from low level delinquency to back end foreclosure and bankruptcy. I also worked with quality control and customer service departments to assist with process improvements.Advanced knowledge in the financial industry for Mortgage and Auto Loans.Extensive knowledge in Commercial Insurance for instance, Workman’s Compensation, Short Term Disability, Auto, General Liability and Property claims.Expert knowledge within Personal Lines Insurance Services. For example, different types of coverages provided with Automobile, Homeowners and Valuable Items Insurances.Extremely knowledgeable with, but not limited to, Windows XP Systems, Virtual Machines, Microsoft Office Programs, Lotus Notes, Adobe, Photoshop, Witness, Rightfax, FileNet, Avaya, Lyrical, Live and Recorded Monitoring Systems, etc. Stand-up training using instructor-led, web, and blended methodologies in both soft skills and technical subjects within the Mortgage Industry, the Real Estate Industry and the Insurance Industry, traveling across country to implement training courses.Instructional design, technical writing, and creation of training courses for classroom use for numerous different departments within the Mortgage Industry, that became part of a migration of call center functions to Bangalore, India. Continuing on to create and implement all training within Personal Lines of Insurance for various different skill sets.