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Work Background
Nexa Mortgage, LLC.Mortgage Loan Officer NMLS# 2384100
Dec. 2022Chandler, Arizona, United StatesEstablish strong relationships with realtors, builders, developers, CPAs, and financial planners
Gain applicable expertise in local and national real estate markets
Negotiate ideal prices, terms, and conditions for home mortgages
Address any problems that may arise during loan application process
Coordinate customer interactions with all parties involved in making a loan
Guide customers through the loan process, including negotiations, terms, and conditions
Maintain a customer’s relationship with realtors, builders, developers, CPAs, and financial planners
Understand the rules and regulations that govern mortgage lending (ex: in the US, relevant authorities are FNMA, FHLMC, FHA, and VA)
Be aware of all origination, processing, appraisal, underwriting, and closing requirements for both government insured and privately insured mortgages
Public Consulting GroupSupervisor Workforce Management
Nov. 2018 - Oct. 2022Phoenix, Arizona AreaIdentify and develop process improvements and efficiencies, training and process documentation.
Perform budget analysis through short-term and long-term forecasting techniques.
Develop and maintain current and new IVR call routing.
Serve as a liaison between carrier and CCaaS Provider.
Provide system support and troubleshooting
Implemented Verint workforce management tool from scratch with up to 350 blended and multi-channel agents.
Expertise in supporting staffing needs with forecasting and trend tracking using historical data and future planned events.
Identify fluctuations in call volume, AHT, ACW and other KPI metrics to adjust staffing to workload in real-time and future planning.
Streamline forecasting practices by improving methods, templates, and staying updated on processes.
Optimize forecast and FTE need based on attrition trends and tracking shrinkage
eXp RealtyREALTOR®
Apr. 2016Peoria, AZHelp clients determine the value of property they want to sell
Provide tips to sellers to help stage property in order to appeal to buyers
Advertise listed property to other realtors and potential buyers
Attend listing appointments and show properties
Schedule showings and host open house events so potential buyers can view the property
Negotiate contracts with buyers and/or agents acting on their behalf, and purchase agreements with sellers and/or their agents
Communicate with buyers to determine needs then identify properties that meet customer requirements.
Educate sellers about disclosure requirements
Facilitate and coordinate the closing process on behalf of clients
Aid sellers through selling process and buyers through buying process
Help buyers find mortgage options that meet their need
Assist prospective clients with identifying areas to look for property and suitable properties for their needs
University of PhoenixBusiness Analyst
Jul. 2008 - Sep. 2017Perform data consolidation, data analysis and reporting to provide clear and understandable reporting and metrics to enable business leaders to make data driven decisions
Perform all phases of reporting including coordination, monitoring, logging, tracking and resolving request appropriately and within established parameters and ensure user expectations are met
Collaborate within a team environment to examine the unique needs and concerns of a business to develop relevant and repeatable policies and procedures for preparing business reports and departmental processes
Monitor and adjust employee schedules as part of workforce management support to ensure schedules are optimized for service level.
Assist with phone set up, recording, and reporting through NICE, Avaya OneX and CMS.
Identify and develop reporting dashboards and business KPI’s.
Department systems analysis expert and UAT systems testing to identify requirements and operating efficiency.
Provided mentorship and training towards workforce management support.(Scheduling, forecasts, reporting, budget and expense reporting)
Provided on-site workshops and brainstorming sessions for process improvements and implementations.
IT Support Services, maintenance, setup and troubleshooting.
Functional database creation and administration for employee performance tracking and report automation.
Department trainer for Microsoft Office Suite
Present benefits of new technology or updated processes of automation to internal stakeholders.
Create documents to outline proposed changes and steps involved and provide training and support.
Oversee the implementation of new products, technology and systems. Create consice management plans for new and existing projects including transparency and communication to stakeholders. Systems Include: CMS, Avaya OneX, NICE, Verint, SQL, Jboss/EMS, Microsoft Office Suite, Crystal Reports, Support Workbench, SSRS, SSMS, PPM, Business Objects
Van Ru Credit CorporationCollector II
Mar. 2008 - Jul. 2008Worked in a fast-paced, competitive and energetic outbound call center. Collections on accounts including medical, credit card/bank card clients, taxes, utilities, charge-off accounts and City of Phoenix. Protect and recover assets, prevent losses, control delinquent balances, collect delinquent accounts, protect the organizations's value, avoid legal challenges, and enhance the organizations reputation. Responsible for meeting daily, weekly, and monthly production goals. Spend 85% of the day making outbound calls as well as handling inbound service calls to accounts.
LoomisTeller II
May. 2007 - Jan. 2008Deposit verification and change orders preparation. Using specialized counting equipment and following specifically outlined procedures. Separate currency, coin, and check deposits received from banks, ATMs, and commercial customers. Prepare currency and coin change orders by denomination for each assigned customer. Simple computer data entry, use calculator by touch, bend, squat, stand, stoop, walk, and lift up to 50 pounds, sit, push, and pull. Solely increased productivity by 50% by utilizing methods of LEAN processing.
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