• Handling Inbound Customer Service calls as per business needs• Handle Outbound Customer Service calls, average calling list of 120 accounts.• assisting with an assortment of questions from website assistance, escrow to processing payoffs. • Process homeowners' mortgage payments.• Handle complaints, provide appropriate solutions and alternatives and follow up to ensure resolution.• Identify and assess customers’ needs to achieve satisfaction.

• Introduced, established, and managed payroll and accounting software for the client. • Prepared and reviewed Bi-weekly payroll certifications. Managed payroll for over 30 employees. Completed continuous hiring process for client and proper documentation management. • In charge of teams weekly scheduling, performance management, training, and development.• Managed and assisted a team of five Supervisors. • Worked together with a CPA to ensure the companies meet their quarterly reporting obligations to the state, as well to meet their quarterly goals. • Provided e-commerce strategies for customers to enhance their market reach, successfully transitioned 2 clients.

• Supervised 16-22 employees to perform their daily tasks as part of the Third-Party Denial Dept in Optum / UHG. • Attended over 250K on inventory inflow on avg monthly to ensure company Billing and Data Entry process. • Oversaw staff activity ensuring consistent practices and compliance, maintained customer satisfaction of 95%, identified, and implemented process improvements and procedural challenges, resulting in achieving 100% Case Processing completion on avg, and meeting company metrics & expectations adhering to internal workflows, business rules, policies, and procedures.

As a Collections Manager, I was responsible for monitoring over 15 representatives. My daily obligations were to evaluate, support, and guide my team. I directed all calls, accounts, and collection activities. In addition, I trained a unit of Jr. Account Managers to prevent and minimize losses, delinquencies, and charge-offs—enhanced workflow to implement best practices. I reported to the Assistant Vice President. • Oversaw staff activity ensuring consistent practices and compliance with state and federal laws.• Identified and implemented process improvements and procedural challenges, resulting in a significant reduction in delinquencies. • Met quarterly metrics and performance, also achieved and surpassed all KPI's.• Analyzed productivity data in addition to planning and organizing performance and collection activities based on monthly business needs.• Monitored timekeeping (payroll) for direct reports to ensure integrity. Approved overtime and paid-time-off (PTO) prior to the end of each payroll cycle.

• Assisted three Senior Brokers with new high-profile customers, along with renewals. I Managed, sensitive, confidential information such as banking, and private information. • Enhanced client experience by anticipating needs, solving problems, and delivering exceptional service. • Maintained risk and regulatory knowledge and compliance with guidelines and procedures. Liaised with branch management, performed administrative duties such as Daily follow-ups via email or call over 80 monthly, Filing 180 new accounts quarterly on Avg.