Stacey Southern Email & Phone Number

Wilmington, De, Us

Wilmington, Delaware

Wilmington, Delaware

Wilmington, De

• Process owner and subject matter expert for Credit Bureau Reporting and Metro 2 layout, bankruptcy, and SCRA processes as it pertains to unsecured loans• Responsible for monthly reporting to ensure adherence to appropriate control metrics and standards• Create and maintain line of business related procedures, job aides, and continuity plan.• Initiate and manage projects and process improvement efforts by leveraging management and IT resources • Facilitate unsecured team members’ performance quality, personal development, and training • Analyze Credit Bureau Reporting industry standards and bankruptcy law changes • Employee engagement responsibilities including team building, contests, events, and travel arrangements.Accomplishments: Implemented major credit bureau reporting changes to ensure proper reporting. Received Well Managed certification. Previous roles: Mortgage Loss Mitigation (Special Projects, Bankruptcy, and Foreclosure). Sales and Service Associate.

Wilmington, De

• Inbound call handling of existing Home/Auto insurance clients• Cross sold to current customers• Participated in special projects to improve process flows• Handled incoming mail correspondence from lien holders and clients• Underwriting responsibilities including reporting possible fraud situations• Created binders and proof of insurance for law officials and state officesAccomplishments: Top Cross Selling totals for each quarter of employment. Achieved 100% quality scores each month.

Greensboro, Nc

• Provided coaching and development to a team of 35-40 customer service representatives• Monitored quality of inbound calls in a busy call center• Tracked representatives adherence and attendance• Provided timely response to escalated customer callsAccomplishments: Consistently maintained highest ranked calibration score of leadership. Received coaching awards for my team’s performance.